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 at 1-866-279-5238. We can help you from 8:30 am to 4:30 pm local 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 July 8, 2024.

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 July 8, 2024 2 minutes
Tuesday July 9, 2024 2 minutes
Wednesday July 10, 2024 4 minutes
Thursday July 11, 2024 5 seconds
Friday July 12, 2024 41 seconds
Average wait time for the week of July 8, 2024 2 minutes
Weekly average wait times
Weeks Average wait time
The week of July 1 to 5 2 minutes
The week of June 24 to 28 6 seconds
The week of June 17 to 21 13 seconds
The week of June 10 to 14 11 seconds
Monthly average wait times
Months Average wait time
June 2024 9 seconds
May 2024 5 seconds
April 2024 2 minutes
March 2024 6 minutes
February 2024 5 minutes
January 2024 1 minute
December 2023 1 minute
November 2023 3 minutes
October 2023 17 minutes
September 2023 44 minutes
August 2023 43 minutes
July 2023 41 minutes

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