Issues with biometrics at ports of entry or Canada Border Services Agency inland offices

This section contains policy, procedures and guidance used by IRCC staff. It is posted on the department’s website as a courtesy to stakeholders.

For non-technical biometric issues that require an immediate response, officers should contact the Biometrics Operational Support Unit (BOSU). The BOSU will accept only inquiries regarding biometric issues.

For questions or issues regarding the visa decision, officers should follow pre-established procedures for communication between the Canada Border Services Agency (CBSA) and Immigration, Refugees and Citizenship Canada.

Note: The BOSU does not support Livescan.

Biometrics-related questions concerning specific cases

A border services officer can email the BOSU if they require assistance with the following:

  • enrolment, if the applicant’s biometric enrolment was of low quality, and the applicant needs to re-enrol, 
  • associating an enrolment from the Global Case Management System holding tank to finalize a case.

Note: Requests for assistance will be monitored by the BOSU to ensure border services officers are using the services appropriately.

If the BOSU receives a query or request for assistance from anyone without an email address that ends in, the BOSU employee should reply that no action will be taken until the request is re-sent by a CBSA border services officer from their office.

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