Locked Out of CRA My Account? How to Recover Access and Fix Sign-In Problems

• If you forgot your CRA user ID or password, try the online recovery options first; if that fails, registering again may restore access with a new credential.
• A wrong CRA one-time passcode can cause a temporary 30-minute lockout, while repeated MFA lockouts may require CRA assistance.
• An expired or missing CRA security code can often be replaced with document verification, or you can request a new code by mail.

Start with the sign-in method you originally used

CRA My Account does not use one universal login. You may have registered with a CRA user ID and password, a participating Canadian bank or credit union through Interac Sign-In Partner, or a provincial partner such as Alberta.ca Account or BC Services Card.

Start from the official CRA sign-in page and choose the same option you used when you first registered. Trying a different option will not automatically open your existing profile unless you register that option and link it to your account.

If you are accessing tax information for another person, do not use your own My Account login. You must use Represent a Client and have the appropriate authorization.

Request authorization to access someone else’s CRA information ↗

Before you try to recover access

Have the information you may need nearby, including your Social Insurance Number, date of birth, and amounts from your most recent assessed tax return. If you are registering again, the CRA may also require access to an existing multi-factor authentication option and identity verification.

Registration sessions expire after 18 minutes of inactivity, and your progress is not saved. Avoid starting the process until you have your tax information and identification ready.

Do not keep guessing passwords, security answers, or one-time passcodes. Repeated incorrect entries can trigger a lockout, and using someone else’s banking credentials could connect the wrong financial identity to your tax account.

Quick checks that may solve the problem

1. Confirm the sign-in route. If you used your bank before, select Sign-In Partner. If you created a CRA username, choose CRA user ID and password. CRA accounts cannot be accessed with GCKey.
2. Check whether the problem is temporary. If the error relates to an incorrect MFA passcode, wait 30 minutes before trying again. Use another MFA method already enrolled on your account if one is available.
3. Check your phone and delivery method. If text messages are not arriving, try the CRA’s “Call me” option. This can help with some VoIP services. You may also be able to use an authenticator app or passcode grid if you previously set one up.
4. Use a current browser with cookies and JavaScript enabled. Avoid using autofill on a shared computer, especially when signing in through a bank.

A successful quick check should take you to the CRA account sign-in or identity-verification screen. If the same lockout message appears, move to the matching recovery path below instead of repeating the failed attempt.

If you forgot your CRA user ID or password

Recover a forgotten user ID

Choose CRA user ID and password, then select Forgot your user ID? The CRA asks for your SIN, date of birth, an amount from a recent assessed tax return, and the security answers you created during registration.

Use the amounts as they were originally reported on the return, even if the return was later reassessed. If you cannot answer the security questions, the standard recovery route may not work.

Reset a forgotten password

Choose CRA user ID and password, select Forgot your password?, enter your CRA user ID, and answer your security questions. Follow the prompts to create a new password, then sign in again using your MFA option.

Test the new password in a fresh browser session. If the account is still unavailable, do not create several new credentials in quick succession. Use the CRA registration recovery process instead.

Recover your CRA user ID or password ↗

If you cannot recover the old credentials

The CRA may let you register again with new sign-in information if you forgot your user ID or password, forgot your security answers, changed your online banking information, or had a credential revoked.

To do this, open the CRA registration page and choose a new available sign-in method. You must still have access to at least one MFA option that was already connected to the account, and you must complete the registration and identity-verification steps.

This process removes previous CRA user IDs and passwords and Sign-In Partners linked to the account. Provincial partner credentials are not removed. If you used a provincial partner, you may be able to use it again or set up another CRA sign-in option.

Do not use this route if the CRA locked your account for security or another reason that specifically prevents registration again. In that situation, follow the contact instructions in the error message or contact the CRA.

If your CRA account is locked

The CRA can lock an account after too many incorrect entries for a user ID or password, MFA passcode, security question, CRA security code, or document-verification attempt.

For an MFA passcode lockout, the first temporary lock lasts 30 minutes. After the waiting period, try again with the correct code or use another MFA method already enrolled. If this happens three times, the lockout becomes permanent and you will need to contact the CRA.

For other lockouts, the CRA may allow you to go through registration again, or it may require an agent to unlock the account. Keep the exact error message or code available when you contact support.

If you cannot receive the CRA one-time passcode

Multi-factor authentication is required when signing in to a CRA account. If your code is not arriving, request it again or choose another phone number that you already enrolled.

If you use a VoIP number, try the automated phone-call option rather than text messaging. You may also use a previously configured third-party authenticator app or passcode grid.

If you recently changed your phone number, the CRA cannot simply send the code to an unregistered number during the sign-in attempt. Use another enrolled MFA method. If none is available, you will need CRA assistance.

Once you regain access, open Security settings, then Multi-factor authentication, and add a backup method. Having more than one option can prevent another lockout after a phone change, lost passcode grid, or deleted authenticator app.

Review CRA multi-factor authentication options and settings ↗

If your CRA security code is missing or expired

The CRA security code is different from the one-time MFA passcode. It is used to complete identity verification after registration or when access to additional My Account services is required.

If the code was lost, never arrived after 10 business days, or expired, the quickest option may be the CRA document verification service. You need a mobile device with a working camera, must be at least 16 years old, and must have an accepted original Canadian passport, Canadian driver’s licence, or provincial or territorial photo ID.

Expired, damaged, photocopied, lost-or-stolen documents, and provincial health cards are not accepted for this service. The identity check uses a real-time photo of you and your identification document.

If you cannot use document verification, request a new CRA security code by mail. The CRA sends it to the physical address on file, generally within 10 business days. Your postal code must match the CRA’s records, so update your address first if it has changed.

Verify your identity or replace an expired CRA security code ↗

What you can do with limited access

You may not need to wait for full identity verification to use every part of My Account. Limited access can include viewing your tax-return status, checking your RRSP deduction limit or TFSA contribution room, viewing a notice of assessment or reassessment, requesting a remittance voucher, creating a pre-authorized debit agreement, and changing notification preferences.

Full access is needed for additional services such as applying for benefits and updating personal information. Complete identity verification as soon as you can if you need those features.

When to contact the CRA

Contact the CRA if you cannot recover your credentials, have no usable MFA option, are permanently locked out after repeated MFA lockouts, cannot verify your identity, or tried registering again without success.

Have your tax documents ready so the CRA can validate your identity. If you receive an error code, write it down before calling. For individual online-services help, the CRA’s contact instructions direct callers to 1-800-959-8281 and option 1.

If the problem is only your online banking username or password, contact your bank or credit union first. If you can still access your current Sign-In Partner, you may be able to switch to another participating partner from the CRA sign-in page.

How to avoid another CRA lockout

• Save your CRA user ID in a secure password manager rather than relying on browser autofill.
• Keep at least two MFA options enrolled.
• Update your phone number and mailing address after a move or phone change.
• Enter security codes carefully and before their expiry date.
• Never share an MFA passcode with someone who contacts you unexpectedly. The CRA does not call and ask for your one-time passcode.

Helpful Links

• Sign in to your CRA account – Choose your CRA user ID, Sign-In Partner, or provincial partner sign-in method.
• Register for a CRA account – Register again with new sign-in information when the CRA recovery process allows it.
• CRA account help: Verify your identity – Use document verification or request a CRA security code by mail.
• CRA account help: Locked account – Review the CRA’s locked-account recovery and prevention instructions.
• Contact the Canada Revenue Agency – Find the correct CRA contact route for online-services, MFA, security-code, and account-lockout problems.
• CRA account help – Representatives: Request authorization – Official page referenced in the article.
• CRA account help – Multi-factor authentication (MFA) – Official page referenced in the article.

Frequently Asked Questions

Q. Can I use GCKey to sign in to CRA My Account?

A. No. CRA My Account uses a CRA user ID and password, an Interac Sign-In Partner, or a provincial partner from Alberta or British Columbia. GCKey is used for other Government of Canada services, but not CRA My Account.

Q. Will registering again delete my tax information?

A. No. Registering again creates new sign-in information for the existing CRA account. However, previous CRA credentials and Sign-In Partners linked to the account are removed, while provincial partner credentials are not removed.

Q. How long does a CRA security code take to arrive?

A. The CRA says a security code is mailed to the physical address on file within 10 business days. If it has not arrived after that time, use document verification if eligible or contact the CRA for another code.

Q. What should I do if my phone number changed?

A. Try another MFA option already enrolled, such as an authenticator app or passcode grid. If you have no usable backup option, contact the CRA. After you regain access, update your MFA settings and add another backup method.

Q. Can someone else use my CRA My Account to access my information?

A. No one should use your personal login on your behalf. To manage another person’s tax information, use Represent a Client and obtain the required authorization.