Help for ArriveCAN

If you're using the 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

You can also sign in to ArriveCAN online.

If you signed into ArriveCAN online, note that ArriveCAN doesn't work on Internet Explorer.

If you’re using a supported browser and ArriveCAN isn’t working:

1. clear your cache
2. close your browser
3. re-open your browser

Most technical issues with ArriveCAN can be resolved this way.

If it still doesn't work, contact us.

If you forget your password, click on "Forgot password?" below the sign in button. We'll send instructions by email on how to reset your password.

Make sure you input your email address correctly and check your spam folder.

You must follow the instructions in the email within 1 hour of receiving it. If you wait longer, open ArriveCAN and click “Forgot password?” again to restart the process.

Ensure your new password contains an upper case and lower case letter, a digit as well as a common special character, such as: = + - ^ $ * . [ ] { } ( ) ? " ! @ # % & / \ , > < ' : ; | _ ~ ).

Less common special characters aren’t accepted.

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.

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 a Canadian resident, permanent resident of Canada or person registered under the Indian Act travelling home to Canada, you should select “Other” as your purpose of travel.

If you're travelling for extended family reunification, select "Family reunification" as your purpose of travel.

You would indicate that your travel is exempt. Select "Essential services" as your purpose of travel.

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.

It’s not 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 confirmation 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 enter a code. A borders 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 your quarantine plan” on your receipt unless you’re directed to do so by a border services officer.

The officer will input 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'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 ArriveCAN tells you your email address is invalid during registration, check its format by:

1. removing any spaces
2. making sure all characters are correct
3. inputting it without using auto-fill options

If this doesn’t work, try using another email address, reload the web page or re-download and restart the app.

You can only complete your submission if you're planning to arrive in Canada within the next 365 days. Try using:

• the calendar entry button to ensure the proper format
• another internet browser

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

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

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're signing in online, make sure you're using a supported internet browser. ArriveCAN doesn't work on Internet Explorer.

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 having issues entering your verification code:

1. Attempt to sign in to your account on the main screen with the email and password you created. Don't click on "Create account."
2. You'll receive a pop up message saying that your account exists but hasn't been verified. Click on "Send me a verification code."
3. Check your email for the 6-digit character confirmation code. Enter 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.
4. After you enter 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.

Click on the arrow to go to the previous screen if you've made a mistake inputting your information and you haven't yet:

• pressed submit or
• received an ArriveCAN receipt

You have to re-enter your travel information and complete a new submission if you've:

• already submitted your information and
• you've made a mistake or your travel details change

We'll accept your most recent submission.

If you're no longer travelling, there's nothing for you to do. You don't need to tell us you're not travelling.

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

On the day after you arrive in Canada (day 2 of your quarantine), you’ll be prompted to confirm

• email if you sign in online or use the app
• push notification if you use the app

You’ll also need to begin providing your daily symptom self-assessments for the rest of your quarantine.

To complete your reporting, click on “Complete your daily check in” or the bell icon at the top right hand corner of the app. You can’t start your reporting until the day after you entered Canada.

On the second day of your quarantine period, you’ll be sent an email notification or mobile app push-notification to:

• complete your daily symptom self-assessment
• confirm you’ve arrived at your place of quarantine or isolation

You’ll receive notifications for your first 14 days in Canada. If you report that you’re experiencing symptoms of COVID-19, you’ll no longer complete daily reporting in ArriveCAN.

The dates on your notifications may be inaccurate due to time zones and arrival times.

If you can’t open a link in a notification email, copy and paste the link into a compatible web browser.

If you’re using the mobile app, you can click “Complete your daily check-in” or the bell icon in the top right corner of the main screen.

If you’re unable to complete your check-in, ensure that you’re on day 2 of your quarantine period.

If you’re still unable to report in ArriveCAN, you can also call 1-833-641-0343 to complete your reporting.

You work in the trade or transportation sector, such as:

• truck drivers
• crew members on any aircraft, shipping vessel or train

You must cross the border regularly to go to your normal place of employment.

You’re:

• entering Canada to access the necessities of life, like those who are part of a remote community that share the Canada-U.S. border, such as:
  • Hyder, Alaska
  • Stewart, British Columbia
  • Northwest Angle, Minnesota
  • Campobello Island, New Brunswick
• a technician who needs to install, inspect, maintain or repair equipment necessary to support critical infrastructure, such as:
  • government
  • energy and utilities
• a member of the Canadian Armed Forces or a visiting force travelling for essential services

You’re:

• entering Canada to provide medical care, or to transport essential medical equipment or supplies
• entering Canada to receive essential medical services or treatments
• a licensed health care professional with proof of employment in Canada

You can only have one active submission at one time, even if you cross the border multiple times a day. You must wait until you’ve crossed the border before filling out another submission using ArriveCAN.