Managing Your Account

Account, Password, and Login Issues

There is an existing account with the same username

It might happen that, while trying to create a new account, you get a message stating that there is already an account with that username. This means that the email address you are using to create the new account is already being used for another account.

If you created an account some time ago, the account might still be active. Try logging in using the email address. If you can’t remember the password, follow the steps to reset your password.

If that doesn’t work, contact our Customer Contact Centre.

There is an existing account with the same name and date of birth

While creating your new account, when you log in and try to enter your date of birth, you might get a message stating that there is already an account with the same first name, last name, and date of birth. This could mean that you already have an account.

DO NOT create a new account with a different or incorrect date of birth. Contact our Customer Contact Centre.

I forget my username

Your username is the email address that you used to create the account. (It might not be the same email address that you currently use for communication purposes.)

If you can’t remember the username, try to recall what email address you used and enter it. If you need help, contact our Customer Contact Centre.

I forget my password

If you remember your username, but not the password, you can easily request a password reset.

• In the sign-in dialog box, select Forgot password.

• On the Forgot Password page, enter the email address that you used to create the account.

• Select Reset Password.

You will receive an email with your existing username and a link to set a new password.

• In the email message, select the link to reset your password.

• Create and confirm the password for your account.

• Select Save.

If you don’t receive an email in your inbox, check your spam or junk folders. If the email is there, mark it as Not Junk or Safe to ensure that all future communications regarding your application reach your inbox.

If the email is not in your inbox or spam folder, contact our Customer Contact Centre.

My password doesn’t work

Make sure that you’ve entered your username and password correctly. Remember that the password is case-sensitive.

If you're still having trouble, you can use the Forgot password link to reset your password.

If you're still having difficulties, contact our Customer Contact Centre.

I created an account using my Google email, but can’t log in

IMPORTANT: If you are creating an account for the first time, you must choose Sign up with email. Once you’ve done this, you can create a password to use when logging into your account. Do NOT choose Sign up with Google, as this option is not currently supported for international applicant accounts.

If you already tried to create an account using your Google email address, you might not have a password yet. To log into your international account, you must first complete the registration of your Google account:

• Go to the login page for Canadian applicants.

• Select Log In.

• In the Sign In dialog box, select Continue with Google.

• Complete the account registration process and answer the security questions.

• Assign a password to your account by:

  • Contacting OCAS for help, OR

  • Logging into your account as a Canadian applicant. In the banner, where it says “Welcome [Name], select My Account; then add a password.

I forget my security questions

If you can’t remember the answers to your security questions, contact our Customer Contact Centre.

Changing Your Password

• Sign in to your account.

• To access your account details, in the banner, select either your name or the icon with your initial.

• Select My Account.

• In the navigation pane, select Change Password.

• On the Reset Password page, select Send “Reset Password” Email.

• Follow the instructions in the email you receive to reset your password. If you're still having difficulties, contact our Customer Contact Centre.

Changing Your Username

If required, you can change the username on your account.

Note: If you’ve previously used an email address to create an account, you cannot use it as the new username.

If you change the username, and if the email address for the username is different from the contact email address:

• All email messages related to your username and login, such as password reset requests, are sent to the username email address.

• All other email messages are sent to the email address in the Contact Information section of your profile.

To change your username:

• Log into your account.

• On Your Dashboard, in the banner, select either your name or the icon with your initial.

• Select My Account.

• In the navigation pane, select Manage Email.

• Select Change Email.

A verification code is sent to your current email address.

• On the Change Email page, enter the verification code you received; then enter your current password.

• Enter the email address for your new username in both fields, then select Change Email.

• Follow the instructions on the screen to confirm the email change.