Multi-factor authentication to access My Service Canada Account

Multi-factor authentication is an enhanced security measure. It helps protect your personal information. This mandatory step helps prevent unauthorized access to your My Service Canada Account (MSCA). You will need to enter a security code to confirm your identity each time you access MSCA.

Note: This step does not apply to BC Services Card users. You will be asked to confirm your identity on the BC Services Card app.

How to register

To register for multi-factor authentication:

• sign in to MSCA or register for an account if you’re a new user
• answer the security questions that appear on the screen (returning users only, if applicable)
• choose 1 of the following security options on the multi-factor authentication page:

Text message (SMS)

Provide your cell phone number to receive a security code by text message (SMS). You can provide a local or international phone number. Enter the code you received to confirm your identity.

Voice message

Provide your phone number (cell phone or landline) to receive a security code by voice message. You can provide a local or international phone number. Enter the code you received to confirm your identity.

MSCA Passcode Grid

Use the MSCA Passcode Grid option if you don’t have a telephone or a smart device. A unique Passcode Grid will be created just for you. You will need to save or print it for future use each time you sign in to MSCA. It is a table made up of numbered rows and lettered columns, with unique values in each cell. Enter the requested combination of values to confirm your identity. Your MSCA Passcode Grid will expire after 24 months.

How to change your multi-factor authentication option

You can change your multi-factor authentication security option if you:

• want to use a different multi-factor authentication option
• changed your phone number
• lost your MSCA Passcode Grid

To change your multi-factor authentication security option:

1. sign in to your MSCA
2. select the “Reset profile” button when you are asked to enter your multi-factor authentication security code
3. answer the security questions that you have created when you registered for MSCA
4. choose your new multi-factor authentication security option

Help

If your MSCA is locked due to the security code, please contact our Registration and Authentication Help Desk.

Canada toll-free: 1-866-279-5238

The hours of operation are 8:30 am to 4:30 pm local time, Monday to Friday (closed on civic holidays)

Canada VRS (Video Relay Service)

Register with Canada VRS to download the app and call the VRS line.

If you use any other operator-assisted relay service, call our regular toll-free number on this page instead of the Canada VRS number.

Outside Canada: 1-506-548-7009 (long-distance charges apply)

The hours of operation are 8:00 am to 8:30 pm Atlantic time, Monday to Friday (closed on civic holidays)

Average wait times

Our service standard is to answer your call within 10 minutes. Please see below our average wait times for the week of June 9, 2025.

Definition of average wait time

This is the average length of time that callers wait in queue before speaking to an agent.

Days	Average wait time
Monday June 9, 2025	59 minutes
Tuesday June 10, 2025	57 minutes
Wednesday June 11, 2025	54 minutes
Thursday June 12, 2025	53 minutes
Friday June 13, 2025	63 minutes
Average wait time for the week of June 9, 2025	57 minutes

Weekly average wait times

Weeks	Average wait time
The week of June 2 to 6	56 minutes
The week of May 26 to 30	56 minutes
The week of May 19 to 23	49 minutes
The week of May 12 to 16	33 minutes

Monthly average wait times

Months	Average wait time
May 2025	42 minutes
April 2025	35 minutes
March 2025	28 minutes
February 2025	8 minutes
January 2025	5 minutes
December 2024	4 minutes
November 2024	3 minutes
October 2024	36 seconds
September 2024	1 minute
August 2024	29 seconds
July 2024	2 minutes
June 2024	9 seconds