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Get technical support or accommodations to apply

If you’re having issues with the Permanent Residence Portal or you need an alternate format, we can help.

On this page

Get help with common issues

 Filling out the IMM 5444 form (Application for Permanent Resident Card)

The “Save and continue” button is greyed out

Make sure you complete all the mandatory fields (marked with an *). Once they’re complete, you can click on the “ Save and continue” button.

The “Save table” button is greyed out

You must complete all fields and click on the “ +” button under the “ Actions ” column to either

  • complete a row
  • add a new row

After you click on the “ +” button, you should be able to click on “ Save table” to save your information.

Note: For the address, work and education history tables, you must also make sure there are no gaps between entries. This means that the “From” date of each new entry must match the previous entry’s “To” date.

You can’t enter your day trip in the “Time Spent Outside Canada” table

This is not an issue. If you leave Canada and come back on the same day, you do not need to include this travel as an absence in the table.

The calculated days outside Canada don’t match the number of days outside Canada

The days you depart and return to Canada count as days you were in Canada. That’s why those days are excluded from the calculation of the days you spent outside Canada.

You get an error message about the date you became a PR in Canada

We automatically display a warning message to “Please review the date you entered in response to ‘1.4 Date you became a PR in Canada.’”

This does not mean there is an error in your application. It’s just a reminder to double- check that you entered the date correctly.

Photos

Uploading the front of your photo
  • You must fill out the digital “Application for a Permanent Resident Card”(IMM 5444) form before you upload your photo.
  • Once the form is complete, you can go to the “Photos” table.
  • Go to the “Upload your photo (front)” row and click on the “Add/Edit” button.
    • Your photo can be either
      • a professional digital photo in JPEG or PNG format
      • a scanned professional photo (but not a picture of a paper photo taken with your digital camera or phone)
  • Follow the directions in the photo editor window to position and crop your photo.
  • Click on the “apply” button to validate your photo.
    • Your photo will show in black and white. (This is not a technical issue.)
    • You can edit and replace your photo with another photo up until the time you submit it.
    • You don’t have to delete the previous photo to upload a new one (because the previous photo will automatically be replaced by the new photo).
  • Check the “Declaration” box and click on “Next” to upload your photo.
The “Add/Edit” photo button is greyed out

You must fill out the digital “Application for a Permanent Resident Card”(IMM 5444) form before you upload your photo. Once the form is complete, you can click on the “Add/Edit” button.

Uploading the back of your photo or the photographer’s receipt

If your photographer gave you a digital copy of your photo

Upload a document that includes

  • the information that would normally be listed on the back of the photo
    • the name and date of birth of the person in the photo
    • the date taken and the name and complete address of the photo studio
  • a confirmation from the photo studio (for example, a receipt)

Upload this document in the “Upload your photo (back)” row of the photo table.

If you scanned a professional photo your photographer gave you (but not a picture of a paper photo taken with your digital camera or phone)

The back of your photo must show

  • the name and date of birth of the person in the photo
  • the date taken and the name and complete address of the photo studio

Upload your scanned copy in the “Upload your photo (back)” row of the photo table.

Your colour photo turns black and white

This is not a technical issue. Once uploaded, your photo will become black and white.

You get a warning in the portal about your photo

The photo checker may warn you that your photo does not meet requirements for

  • brightness
  • background
  • pixel range requirements

You have 3 choices:

  • try to resize your photo
  • upload a new photo
  • continue using the photo you’ve already submitted

Note: Even if you get a warning message that your photo doesn’t meet requirements, you can submit it anyway. An officer will review the photo and let you know if you need to submit a new one.

To continue using the photo you’ve already uploaded:

  • check the “Declaration” box and click on “Next” to upload your photo
  • check the “Acknowledgement” box and click on “Next” to continue
  • click “Submit your application” (once you’ve submitted the application, the photo can no longer be changed)
The “Your photo is being validated” message won’t go away

Clear your browser cache and make sure your photo meets the photo requirements.

Your photo gets returned

If we return your photo, you can submit a new one. Make sure the new photo meets all the requirements before you upload it.

We may return your photo if

  • it’s too dark.
  • the background is not white.
  • your facial features are not visible.
  • there is too much glare in the photo.
  • the measurements are not between 715 × 1000 and 2000 × 2800 pixels.
  • the file size is above 4 MB.
  • it does not meet the photo requirements.

Paying your fees

You can’t find the PR card fees

Pay your fees online.

You can’t login to pay your fees

You’ll be directed to a different portal to pay your fees online.

You can’t use your PR Portal password to sign in to our online payment service.

You’ll need to create a new account if you don’t already have an account for our online payment service.

Once you pay your fees, you’ll get a receipt in the payment account that you can download.

Include your receipt under “Proof of payment” in the portal.

If you’re applying for family members

You must submit a separate application with the correct fees for each person in your family who needs a PR card, regardless of their age.

Other fee issues

Find out what to do if you’re having other payment issues.

Submitting your application

The “Submit” button is greyed out

In most cases, the button is greyed out because you haven’t uploaded your passport or other primary identification document.

To fix this, go to the “Upload required supporting documentation” section. Use the “Document type” drop-down, select “Passport or other primary ID document” and upload your document.

Check the guide for more information on acceptable primary identification documents.

Once you submit your application, you will no longer be able to make any changes.

Contact us for technical support

If you still can’t find a solution to your problem, you can contact us for technical support using the web form.

  1. Select your problem.
  2. Under Tell us about yourself:
    • If you don’t have a unique client identifier number, enter 1111111111.
    • If you haven’t submitted an application yet, and you don’t have an application number, enter  0000000.
  3. Under Tell us about your technical issue:
    • Specify the program you’re trying to apply under.
    • Explain any problems that you’re having.
    • Upload screenshots from your account that show us both
      • the page and fields where you’re having problems and
      • any error messages you’re getting

If you need to upload more than 1 image, find out how to combine the images  into 1 document.

Request an alternate format (braille, large print or paper)

Most people should apply online.

If you can’t apply online and need accommodations, including for accessibility, you may ask for the forms in an alternate format, such as

  • braille
  • large print
  • paper

To request another format

  1. Prepare an email.

    • In the subject line of your email, tell us
      • the application package you want
      • the format you need (paper, braille or large print)
    • In the body of your email, tell us
      • your full name as shown on your passport
      • that you need an alternate format
      • if you want the application in English or French
      • how we should send the form to you (by email or regular mail)
        • Include your email address if you want us to send the form electronically so that you can print it yourself. This option will save you time.
        • Include your mailing address (in Canada only) if you want the form mailed to you.

  2. Send your email.

    Send your email to IRCC.PRPortalALTRequest-DemandeALTPortailRP.IRCC@cic.gc.ca.

    After we get your request, we’ll reply with instructions on how to apply.

    Note: At the email address above, we reply only to requests for alternate formats. We won’t reply to any other types of requests.

    If you need assistance applying with an alternate format, call 1-888-242-2100 (from inside Canada only).

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