Contact us about ArriveCAN

Technical issues with contact forms: June 3, 2022

The CBSA is aware that users are experiencing difficulties contacting us using the "Technical and registration issues for ArriveCAN" form and the "Questions or issues related to Advance CBSA Declaration" form. We are working diligently to resolve this issue as quickly as possible.

If you have general questions or need help navigating ArriveCAN, visit Help for ArriveCAN or contact us by phone.

Attention travellers

In ArriveCAN you must identify:

  • how you are entering Canada (for example, by air, land or sea) and
  • where you are entering Canada (port of entry)

If your precise travel details do not appear in the app, select any available option. This will allow you to continue to the next screen, complete your submission and enter Canada.

Before you contact us

Please check the ArriveCAN home page and ArriveCAN help page. Popular help topics include:

Timing: unless you're travelling for an essential reason, you can only submit your information within 72 hours of your scheduled arrival and receive your ArriveCAN receipt.

If you need to report that you have left Canada or change your contact details after arriving in Canada, fill out the form. This type of request can't be handled by phone.

Phone

We can help with:

We can't tell you if:

Hours of operation

7 am to 8 pm ET, 7 days a week.

On statutory holidays, calls are answered between 8 am and 8 pm ET.

Contact information

Services are offered in English and French.

Contact forms

Due to the high number of messages, we may only respond:

We won't respond to questions about travel and border restrictions.

Use the form below that fits your need:

Technical and registration issues for ArriveCAN

Use this form if you’re:

  • experiencing technical or account and password issues with ArriveCAN
  • receiving notifications from ArriveCAN to quarantine or report symptoms even though you qualified as fully vaccinated at the border

Personal information collection statement

The transmission of this information is not secure. Please do not include sensitive personal information, such as your social insurance number, passport information, vaccine information, personal finance data, and medical or work history. Any such information will be deleted from our reply.

The personal information you provide in relation to technical or registration assistance for ArriveCAN is protected under the Privacy Act and collected pursuant to the Quarantine Act and the Emergency Orders made under, related Quarantine program, section 4 of the Department of Health Act and the Department of Employment and Social Development Act (DESDA).

How your information is used and disclosed

The information you provide may be used and disclosed to address technical or registration issues for ArriveCAN. For these purposes, the personal information may be used by and/or disclosed to employees and/or contractors working for Service Canada and the Public Health Agency of Canada, as well as other government institutions. The personal information may also be used for policy analysis, research, program evaluation or quality assurance purposes.

In other limited and specific circumstances, personal information may be used and/or disclosed without consent in accordance with section 7 and subsection 8(2) of the Privacy Act.

Your rights under the Privacy Act

In addition to protecting personal information, there is a right to request access to and request correction of one’s own personal information as provided for under the Privacy Act and to file a complaint with the Privacy Commissioner of Canada concerning the handling of your information.

Technical and registration form

Request a change to your travel information

Use the request to change traveller information form to:

  • update your phone number
  • report that you have left Canada
  • get approval to change your quarantine or isolation location

Questions or issues related to Advance CBSA Declaration

Personal information collection statement

The transmission of this information is not secure. Please do not include sensitive personal information, such as your social insurance number, passport information, vaccine information, personal finance data, and medical or work history. Any such information will be deleted from our reply.

The personal information you provide in relation to technical or registration assistance, or general inquiries for Advance CBSA Declaration is protected under the Privacy Act.

How your information is used and disclosed

The information you provide may be used and disclosed to address technical or registration issues, or general inquiries for Advance CBSA Declaration.For these purposes,the personal information may be used by and/or disclosed to employees and/or contractors working for Service Canada and the Canada Border Services Agency as well as other government institutions. The personal information may also be used for policy analysis, research, program evaluation or quality assurance purposes.

In other limited and specific circumstances, personal information may be used and/or disclosed without consent in accordance with section 7 and subsection 8(2) of the Privacy Act.

Your rights under the Privacy Act

In addition to protecting personal information, there is a right to request access to and request correction of one’s own personal information as provided for under the Privacy Act and to file a complaint with the Privacy Commissioner of Canada concerning the handling of your information.

Advance CBSA Declaration form

Report a problem or mistake on this page
Please select all that apply:

Thank you for your help!

You will not receive a reply. For enquiries, contact us.

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