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Get help with the CARM Client Portal

Use this interactive tool to find answers to the most common questions about the CARM Client Portal.

Note:Subjects covered include:

  • registering your business
    • GCKey and Sign-in Partner
    • business number and RM accounts
    • delegation of authority
  • error codes
  • financial security

Please identify yourself

  • Importer

    Are you a non-resident business?

    • Yes

      Do you have a business number and an import-export RM account?

      • Yes

        Please select the issue that best describes your difficulty.

        • Difficulty activating or configuring your business account

          Please select one of the following

          • Error code

            Please select one of the following error codes.

            • EC-1012
            • EC-1023
            • EC-1029
            • Other
          • Message - your business account must be manually registered
          • Problem adding CRA program accounts to your business number
          • Business number not accepted
          • Message - Error on legal name or address
          • "Register my business option" is unavailable
          • Other - problems with registration
        • Difficulty with multi-factor authentication, GCKey or Sign-in partner

          Please select one of the following.

          • Difficulty with the multi-factor one-time authentication code
          • You are locked out of your account
          • You want to change your email address
          • You didn't receive your passcode
          • Your GCKey expired or was revoked
          • You lost access to your Sign-in Partner
        • Cannot sign in to the CARM Client Portal
        • Registration failed
        • Error code

          Please select one of the following error codes.

          • EC-1012
          • EC-1023
          • EC-1029
          • Other
        • Delegation of authority

          What problem are you having delegating authority?

          • Adding or deleting individual employee functions and user role
          • Changing an employee role
          • Employee access rights
          • Other
        • Posting, adjusting or cancelling financial security

          Do you have a paper security agreement?

          • Yes
          • No

            Do you have an electronic security agreement?

            • Yes

              What type of financial security transaction do you want to process?

              • Post financial security
              • Adjust financial security
              • Allocate security to multiple RM accounts within the same program
              • Cancel financial security
              • Other
            • No
        • Other

          Please select one of the following.

          • Invalid BN error message when creating CAD V type after new program enrolment
          • Other
      • No
    • No

      Please select the issue that best describes your difficulty.

      • Difficulty activating or configuring your business account

        Please select one of the following

        • Error code

          Please select one of the following error codes.

          • EC-1012
          • EC-1023
          • EC-1029
          • Other
        • Message - your business account must be manually registered
        • Problem adding CRA program accounts to your business number
        • Business number not accepted
        • Message - Error on legal name or address
        • "Register my business option" is unavailable
        • Other - problems with registration
      • Difficulty with multi-factor authentication, GCKey or Sign-in partner

        Please select one of the following.

        • Difficulty with the multi-factor one-time authentication code
        • You are locked out of your account
        • You want to change your email address
        • You didn't receive your passcode
        • Your GCKey expired or was revoked
        • You lost access to your Sign-in Partner
      • Cannot sign in to the CARM Client Portal
      • Registration failed
      • Error code

        Please select one of the following error codes.

        • EC-1012
        • EC-1023
        • EC-1029
        • Other
      • Delegation of authority

        What problem are you having delegating authority?

        • Adding or deleting individual employee functions and user role
        • Changing an employee role
        • Employee access rights
        • Other
      • Posting, adjusting or cancelling financial security

        Do you have a paper security agreement?

        • Yes
        • No

          Do you have an electronic security agreement?

          • Yes

            What type of financial security transaction do you want to process?

            • Post financial security
            • Adjust financial security
            • Allocate security to multiple RM accounts within the same program
            • Cancel financial security
            • Other
          • No
      • Other

        Please select one of the following.

        • Invalid BN error message when creating CAD V type after new program enrolment
        • Other
  • Customs broker

    Are you a non-resident business?

    • Yes

      Do you have a business number and an import-export RM account?

      • Yes

        Please select the issue that best describes your difficulty.

        • Difficulty activating or configuring your business account

          Please select one of the following

          • Error code

            Please select one of the following error codes.

            • EC-1012
            • EC-1023
            • EC-1029
            • Other
          • Message - your business account must be manually registered
          • Problem adding CRA program accounts to your business number
          • Business number not accepted
          • Message - Error on legal name or address
          • "Register my business option" is unavailable
          • Cannot find statement of account
          • Other - problems with registration
        • Difficulty with multi-factor authentication, GCKey or Sign-in partner

          Please select one of the following.

          • Difficulty with the multi-factor one-time authentication code
          • You are locked out of your account
          • You want to change your email address
          • You didn't receive your passcode
          • Your GCKey expired or was revoked
          • You lost access to your Sign-in Partner
        • Cannot sign in to the CARM Client Portal
        • Registration failed
        • Error code

          Please select one of the following error codes.

          • EC-1012
          • EC-1023
          • EC-1029
          • Other
        • Delegation of authority

          What problem are you having delegating authority?

          • Adding or deleting individual employee functions and user role
          • Changing an employee role
          • Employee access rights
          • Other
        • Other

          Please select one of the following.

          • Invalid BN error message when creating CAD V type after new program enrolment
          • Other
      • No
    • No

      Please select the issue that best describes your difficulty.

      • Difficulty activating or configuring your business account

        Please select one of the following

        • Error code

          Please select one of the following error codes.

          • EC-1012
          • EC-1023
          • EC-1029
          • Other
        • Message - your business account must be manually registered
        • Problem adding CRA program accounts to your business number
        • Business number not accepted
        • Message - Error on legal name or address
        • "Register my business option" is unavailable
        • Cannot find statement of account
        • Other - problems with registration
      • Difficulty with multi-factor authentication, GCKey or Sign-in partner

        Please select one of the following.

        • Difficulty with the multi-factor one-time authentication code
        • You are locked out of your account
        • You want to change your email address
        • You didn't receive your passcode
        • Your GCKey expired or was revoked
        • You lost access to your Sign-in Partner
      • Cannot sign in to the CARM Client Portal
      • Registration failed
      • Error code

        Please select one of the following error codes.

        • EC-1012
        • EC-1023
        • EC-1029
        • Other
      • Delegation of authority

        What problem are you having delegating authority?

        • Adding or deleting individual employee functions and user role
        • Changing an employee role
        • Employee access rights
        • Other
      • Other

        Please select one of the following.

        • Invalid BN error message when creating CAD V type after new program enrolment
        • Other
  • Trade consultant

    Are you a non-resident business?

    • Yes

      Do you have a business number and an import-export RM account?

      • Yes

        Please select the issue that best describes your difficulty.

        • Difficulty activating or configuring your business account

          Please select one of the following

          • Error code

            Please select one of the following error codes.

            • EC-1012
            • EC-1023
            • EC-1029
            • Other
          • Message - your business account must be manually registered
          • Problem adding CRA program accounts to your business number
          • Business number not accepted
          • Message - Error on legal name or address
          • "Register my business option" is unavailable
          • Other - problems with registration
        • Difficulty with multi-factor authentication, GCKey or Sign-in partner

          Please select one of the following.

          • Difficulty with the multi-factor one-time authentication code
          • You are locked out of your account
          • You want to change your email address
          • You didn't receive your passcode
          • Your GCKey expired or was revoked
          • You lost access to your Sign-in Partner
        • Cannot sign in to the CARM Client Portal
        • Registration failed
        • Error code

          Please select one of the following error codes.

          • EC-1012
          • EC-1023
          • EC-1029
          • Other
        • Delegation of authority

          What problem are you having delegating authority?

          • Adding or deleting individual employee functions and user role
          • Changing an employee role
          • Employee access rights
          • Other
        • Other

          Please select one of the following.

          • Invalid BN error message when creating CAD V type after new program enrolment
          • Other
      • No
    • No

      Please select the issue that best describes your difficulty.

      • Difficulty activating or configuring your business account

        Please select one of the following

        • Error code

          Please select one of the following error codes.

          • EC-1012
          • EC-1023
          • EC-1029
          • Other
        • Message - your business account must be manually registered
        • Problem adding CRA program accounts to your business number
        • Business number not accepted
        • Message - Error on legal name or address
        • "Register my business option" is unavailable
        • Other - problems with registration
      • Difficulty with multi-factor authentication, GCKey or Sign-in partner

        Please select one of the following.

        • Difficulty with the multi-factor one-time authentication code
        • You are locked out of your account
        • You want to change your email address
        • You didn't receive your passcode
        • Your GCKey expired or was revoked
        • You lost access to your Sign-in Partner
      • Cannot sign in to the CARM Client Portal
      • Registration failed
      • Error code

        Please select one of the following error codes.

        • EC-1012
        • EC-1023
        • EC-1029
        • Other
      • Delegation of authority

        What problem are you having delegating authority?

        • Adding or deleting individual employee functions and user role
        • Changing an employee role
        • Employee access rights
        • Other
      • Other

        Please select one of the following.

        • Invalid BN error message when creating CAD V type after new program enrolment
        • Other
  • Customs bonded warehouse licensee

    Are you a non-resident business?

    • Yes

      Do you have a business number and an import-export RM account?

      • Yes

        Please select the issue that best describes your difficulty.

        • Difficulty activating or configuring your business account

          Please select one of the following

          • Error code

            Please select one of the following error codes.

            • EC-1012
            • EC-1023
            • EC-1029
            • Other
          • Message - your business account must be manually registered
          • Problem adding CRA program accounts to your business number
          • Business number not accepted
          • Message - Error on legal name or address
          • "Register my business option" is unavailable
          • Other - problems with registration
        • Difficulty with multi-factor authentication, GCKey or Sign-in partner

          Please select one of the following.

          • Difficulty with the multi-factor one-time authentication code
          • You are locked out of your account
          • You want to change your email address
          • You didn't receive your passcode
          • Your GCKey expired or was revoked
          • You lost access to your Sign-in Partner
        • Cannot sign in to the CARM Client Portal
        • Registration failed
        • Error code

          Please select one of the following error codes.

          • EC-1012
          • EC-1023
          • EC-1029
          • Other
        • Delegation of authority

          What problem are you having delegating authority?

          • Adding or deleting individual employee functions and user role
          • Changing an employee role
          • Employee access rights
          • Other
        • Other

          Please select one of the following.

          • Invalid BN error message when creating CAD V type after new program enrolment
          • Other
      • No
    • No

      Please select the issue that best describes your difficulty.

      • Difficulty activating or configuring your business account

        Please select one of the following

        • Error code

          Please select one of the following error codes.

          • EC-1012
          • EC-1023
          • EC-1029
          • Other
        • Message - your business account must be manually registered
        • Problem adding CRA program accounts to your business number
        • Business number not accepted
        • Message - Error on legal name or address
        • "Register my business option" is unavailable
        • Other - problems with registration
      • Difficulty with multi-factor authentication, GCKey or Sign-in partner

        Please select one of the following.

        • Difficulty with the multi-factor one-time authentication code
        • You are locked out of your account
        • You want to change your email address
        • You didn't receive your passcode
        • Your GCKey expired or was revoked
        • You lost access to your Sign-in Partner
      • Cannot sign in to the CARM Client Portal
      • Registration failed
      • Error code

        Please select one of the following error codes.

        • EC-1012
        • EC-1023
        • EC-1029
        • Other
      • Delegation of authority

        What problem are you having delegating authority?

        • Adding or deleting individual employee functions and user role
        • Changing an employee role
        • Employee access rights
        • Other
      • Other

        Please select one of the following.

        • Invalid BN error message when creating CAD V type after new program enrolment
        • Other
  • Financial security provider

    Are you a non-resident business?

    • Yes

      Do you have a business number and an import-export RM account?

      • Yes

        Please select the issue that best describes your difficulty.

        • Posting, adjusting or cancelling financial security

          Do you have a paper security agreement?

          • Yes
          • No

            Do you have an electronic security agreement?

            • Yes

              What type of financial security transaction do you want to process?

              • Post financial security
              • Adjust financial security
              • Allocate security to multiple RM accounts within the same program
              • Cancel financial security
              • Other
            • No
        • Difficulty activating or configuring your business account

          Please select one of the following

          • Error code

            Please select one of the following error codes.

            • EC-1012
            • EC-1023
            • EC-1029
            • Other
          • Message - your business account must be manually registered
          • Problem adding CRA program accounts to your business number
          • Business number not accepted
          • Message - Error on legal name or address
          • "Register my business option" is unavailable
          • Other - problems with registration
        • Difficulty with multi-factor authentication, GCKey or Sign-in partner

          Please select one of the following.

          • Difficulty with the multi-factor one-time authentication code
          • You are locked out of your account
          • You want to change your email address
          • You didn't receive your passcode
          • Your GCKey expired or was revoked
          • You lost access to your Sign-in Partner
        • Cannot sign in to the CARM Client Portal
        • Registration failed
        • Error code

          Please select one of the following error codes.

          • EC-1012
          • EC-1023
          • EC-1029
          • Other
        • Delegation of authority

          What problem are you having delegating authority?

          • Adding or deleting individual employee functions and user role
          • Changing an employee role
          • Employee access rights
          • Other
        • Other

          Please select one of the following.

          • Invalid BN error message when creating CAD V type after new program enrolment
          • Other
      • No
    • No

      Please select the issue that best describes your difficulty.

      • Difficulty activating or configuring your business account

        Please select one of the following

        • Error code

          Please select one of the following error codes.

          • EC-1012
          • EC-1023
          • EC-1029
          • Other
        • Message - your business account must be manually registered
        • Problem adding CRA program accounts to your business number
        • Business number not accepted
        • Message - Error on legal name or address
        • "Register my business option" is unavailable
        • Other - problems with registration
      • Difficulty with multi-factor authentication, GCKey or Sign-in partner

        Please select one of the following.

        • Difficulty with the multi-factor one-time authentication code
        • You are locked out of your account
        • You want to change your email address
        • You didn't receive your passcode
        • Your GCKey expired or was revoked
        • You lost access to your Sign-in Partner
      • Cannot sign in to the CARM Client Portal
      • Registration failed
      • Error code

        Please select one of the following error codes.

        • EC-1012
        • EC-1023
        • EC-1029
        • Other
      • Delegation of authority

        What problem are you having delegating authority?

        • Adding or deleting individual employee functions and user role
        • Changing an employee role
        • Employee access rights
        • Other
      • Other

        Please select one of the following.

        • Invalid BN error message when creating CAD V type after new program enrolment
        • Other
  • Other

    Are you a non-resident business?

    • Yes

      Do you have a business number and an import-export RM account?

      • Yes

        Please select the issue that best describes your difficulty.

        • Difficulty activating or configuring your business account

          Please select one of the following

          • Error code

            Please select one of the following error codes.

            • EC-1012
            • EC-1023
            • EC-1029
            • Other
          • Message - your business account must be manually registered
          • Problem adding CRA program accounts to your business number
          • Business number not accepted
          • Message - Error on legal name or address
          • "Register my business option" is unavailable
          • Other - problems with registration
        • Difficulty with multi-factor authentication, GCKey or Sign-in partner

          Please select one of the following.

          • Difficulty with the multi-factor one-time authentication code
          • You are locked out of your account
          • You want to change your email address
          • You didn't receive your passcode
          • Your GCKey expired or was revoked
          • You lost access to your Sign-in Partner
        • Cannot sign in to the CARM Client Portal
        • Registration failed
        • Error code

          Please select one of the following error codes.

          • EC-1012
          • EC-1023
          • EC-1029
          • Other
        • Delegation of authority

          What problem are you having delegating authority?

          • Adding or deleting individual employee functions and user role
          • Changing an employee role
          • Employee access rights
          • Other
        • Other

          Please select one of the following.

          • Invalid BN error message when creating CAD V type after new program enrolment
          • Other
      • No
    • No

      Please select the issue that best describes your difficulty.

      • Difficulty activating or configuring your business account

        Please select one of the following

        • Error code

          Please select one of the following error codes.

          • EC-1012
          • EC-1023
          • EC-1029
          • Other
        • Message - your business account must be manually registered
        • Problem adding CRA program accounts to your business number
        • Business number not accepted
        • Message - Error on legal name or address
        • "Register my business option" is unavailable
        • Other - problems with registration
      • Difficulty with multi-factor authentication, GCKey or Sign-in partner

        Please select one of the following.

        • Difficulty with the multi-factor one-time authentication code
        • You are locked out of your account
        • You want to change your email address
        • You didn't receive your passcode
        • Your GCKey expired or was revoked
        • You lost access to your Sign-in Partner
      • Cannot sign in to the CARM Client Portal
      • Registration failed
      • Error code

        Please select one of the following error codes.

        • EC-1012
        • EC-1023
        • EC-1029
        • Other
      • Delegation of authority

        What problem are you having delegating authority?

        • Adding or deleting individual employee functions and user role
        • Changing an employee role
        • Employee access rights
        • Other
      • Other

        Please select one of the following.

        • Invalid BN error message when creating CAD V type after new program enrolment
        • Other

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