CRA Online chat

About the online chat in My Account pilot

The Canada Revenue Agency (CRA) is piloting an online chat service within the My Account portal, allowing taxpayers to discuss account-specific issues with a live CRA agent. To use the new chat service, taxpayers need to sign in to their My Account. The chat widget can be found at the bottom right corner of the page after signing in.

During the pilot, the online chat service in My Account will be limited to certain topics and have limited hours of service. The CRA will monitor feedback throughout the pilot in order to improve and ensure the efficiency of the service.

If you are unable to obtain the information you need through the online chat service, you may continue to contact us through our self-serve options or our phone lines.

Available topics

The online chat service in My Account is available for both account-specific and general questions about:

• Personal Income Tax
• Canada Carbon Rebate
• My Account
• Ordering CRA forms and publications
• Benefits
• Savings and Pension Plans
• Payments to the CRA
• Instalments

Unavailable topics

Agents on the online chat service in My Account are unable to assist with questions about:

• Rental Income
• Estates and Trusts
• Deceased individuals
• Non-resident returns or enquiries
• Foreign income reporting
• Capital Gains
• Crypto-assets
• My Business Account
• Represent a Client
• Business income or expenses

Questions regarding these topics must continue to be directed towards our phone lines.

Hours of service

The online chat service is available in My Account Monday to Friday from 8:00 am to 3:30 pm ET.

Privacy Notice

Personal information (including the SIN) is collected and used to administer or enforce the Income Tax Act, Excise Tax Act, other federal statutes, and related programs and activities including administering tax, benefits, audit, compliance, and collection. The information collected may be disclosed to other federal, provincial, territorial, aboriginal, or foreign government institutions to the extent authorized by law. Under the Privacy Act, individuals have a right of protection, access to and correction of their personal information, or to file a complaint with the Privacy Commissioner of Canada regarding the handling of their personal information. Personal information is described in program-specific Personal Information Banks which can be found on the CRA’s Information about Programs and Information Holdings (Info Source) page.

Transcripts of online chats will be stored for quality assurance, verification, and security purposes.