Help for ArriveCAN

First, select “Create an account” under the “Sign In” button .

If you see a message to enter a valid email address when you’re creating your account, check its format by:

• removing any spaces
• making sure your email address follow the correct format with an “@” sign.

If you forget your password, select " Reset password " or “Forgot Password?” below the sign in button. Make sure you enter the email address you used to create your account. ArriveCAN will send instructions by email on how to reset your password.

• Make sure you input the email address you used to create your account correctly
• check your spam/junk folder in case the email went there.

You must follow the instructions in the email within 1 hour of receiving it. If you miss this window, open ArriveCAN and click “ Reset password ”  or “Forgot Password?” again to restart the process.

Make sure your new password contains an upper case and lower case letter, a digit, and a symbol from this list :

• = + - ^ $ * . [ ] { } ( ) ? " ! @ # % & / \ , > < ' : ; | _ ~ )
• No other symbols, including a space, are accepted

First, check your spam/junk folder in case the email went there.

If you're using the mobile app, make sure you have the most up-to-date version. We suggest you uninstall and reinstall the app to be sure.

If you didn't receive a verification code, and haven't left the "Verify your account" page in ArriveCAN, click on "Resend code."

If you're getting an error message after inputting your verification code:

1. Make sure that you didn’t add any extra characters when you copy and pasted the 6-digit verification code from the email.
2. Start over: attempt to sign in to your account on the main screen with the email and password you created. Don't click on "Create account."
3. You'll receive a pop up message saying that your account exists but hasn't been verified. Click on "Send me a verification code."
4. Check your email for the 6-digit character verification code. Input the 6-digit code into ArriveCAN.
   • Check your junk or spam folders if you didn't receive the email.
   • Don't close the app while on the "Verify your account" screen. Doing so will mean you need to restart the process of resending the code.
5. After you input your verification code, your account is registered. Use the same email and password to sign in to the mobile app and ArriveCAN online.

If you still haven’t received a verification code, create a new ArriveCAN account using a new email address.

If you’re trying to sign into ArriveCAN online, note that ArriveCAN doesn't work on Internet Explorer. Use a newer browser such as Chrome, Edge, Safari, FireFox etc.

If you're using the mobile app, make sure you have the most up-to-date version. Open the app store on your device and manually update the app. If that doesn't work, uninstall the app and reinstall it.

If that doesn't work, send us an email. Include the following:

• a screenshot of the issue, if possible
• the model and type of phone you're using, and the app version

To find out which version of the app you have, find the version number (v#.#.#) in either of these locations:

• below the sign-in box on the main sign-in screen
• select the 3 horizontal lines on the top left of the ArriveCAN main screen
  • the version number is at the bottom left of the pop out screen

If it still doesn't work, contact us.

Select “No” your travel is not exempt and then select “None of the above” as your purpose of travel.

Select “Yes” your travel is exempt and then select "Essential services" as your purpose of travel.

You can only complete your submission if you're planning to arrive in Canada within the next 72 hours. Try using the calendar entry button to ensure the proper format.

If you still can't input the date, reload the web page or delete, re-download and restart the mobile app.

ArriveCAN requires that you enter the time with AM and PM. Double check that you’ve entered the correct time of day. For land entry, try to estimate your arrival time within a few hours.

Make sure you’re inputting an official travel document. ArriveCAN accepts the following documents:

• passport
• FAST card (PASSID)
• NEXUS card (PASSID)
• permanent resident card
• enhanced driver’s licence
• U.S. permanent resident card
• certificate of Indian status (CIS)
• secure certificate of Indian status (CSIS)

If you’re using a travel document and the number doesn’t work:

1. input the information without using auto-fill
2. make sure you’ve selected the correct travel document type
3. manually input the number if you previously tried scanning your document in the app

The "Surname" field on travel documentation means the last name you were given at birth. If your travel documentation doesn't have a surname on it, write all names listed on your passport in the required field for your surname.

If you're using a newly established area code, send us an email and we can manually input your information.

If you're using a phone number from a country outside of North America, add "+" to the beginning of the phone number and your country code. If you're using the mobile application and this doesn't work, try:

1. deleting the application from your device
2. restarting your device
3. downloading the application again
4. reinstalling the application

If your airline isn't on the list of airlines or you're travelling by private aircraft, select "Other" when using the mobile app. Then, type in your airline name. A default number will appear in the flight number field. If the default number doesn't auto-populate, manually input "PC0000" into the flight number field.

ArriveCAN takes time zone differences into account based on the city you arrive in. If the time is still incorrect, reload the web page or app.

If you’re entering by air, your final quarantine location is where you’ll go to finish your quarantine after your 3-night stay at a government-authorized hotel. You’ll need to provide the full address of this place of quarantine for you and the travellers listed in your submission.

Don’t input the location of the government-authorized hotel where you’ll stay for the first few nights of quarantine.

Unless exempt, air travellers must book and pre-pay for a 3-night stay at a government-authorized hotel. In ArriveCAN, you’ll be asked if you booked and pre-paid for your government-authorized hotel stay.

• If you answer yes, you’ll be asked to input your trip reference code.
  • Your trip reference code is a 6-digit alphanumeric code that will be on your hotel booking confirmation email.
• If you answer no, you’ll be reminded of this requirement.
  • You don’t need to book a 3-night stay if you’re exempt from this requirement.
  • Failure to book a room in a government-authorized hotel may result in fines upon entry to Canada.
  • Your receipt will be flagged and you’ll be referred to an officer from the Public Health Agency of Canada upon entry.

• If you’re exempt from the requirement to stay in a government-authorized hotel, you should respond ‘No’ when ArriveCAN asks you for your booking information.
• You’ll receive a message in ArriveCAN that outlines the consequences for failing to book a hotel and a link for more information.
• Your receipt will be flagged with an ‘H’ icon. This informs the government official that they need to verify if you’re exempt from the requirement to stay in a government-authorized hotel.

When you successfully complete your ArriveCAN submission, we'll give you a receipt with a 6-digit character verification code. The code is proof that you have successfully completed your submission.

You can view this receipt at any time by clicking on “View your ArriveCAN receipt” in the app or online.

If you're an exempt traveller entering by air, you must input a code. A border services officer will give this to you when you arrive in Canada after confirming your exempt traveller status. If you're not exempt, they'll direct you to complete your quarantine plan. Don’t click on “Complete the quarantine plan” on your receipt unless you’re directed to do so by a border services officer.

The officer will input the code for you if you:

• signed in online to submit your exempt travel information
• have no data and can’t retrieve your information

Your ArriveCAN receipt shows that you've successfully completed your submission within ArriveCAN.

It doesn't validate or confirm your:

• eligibility to enter Canada
• exempt travel status

If you signed into ArriveCAN online, you’ll be sent your ArriveCAN receipt by email. You can print or take a screenshot of your receipt, or show the email. This is needed to show the border services officer. The “Print” button can be found at the bottom of the receipt.

If you don’t have a printer, you can:

• sign in to your ArriveCAN account at a public library or internet café with access to printers
• take a screenshot and save the photo to your phone
• ask someone with access to technology to print or screenshot the receipt