I’m having problems making a refugee claim online. What do I do?

Contact us through our web form if

• you need help completing your refugee claim
• you’re having technical problems with the IRCC Portal or the Canadian Refugee Protection Portal

It may take more than 10 business days for us to respond to you.

If you need help completing your claim

You may need help with your claim if

• you don’t understand the questions or the information we need
• you don’t have the documents or proof we ask for

When completing the web form

• Under Type of application, choose “In-Canada permanent residence,” then “In-Canada permanent residence – Protected persons.”
• Describe the problem you’re having under Your enquiry.
  • Include details such as
    • what questions you don’t understand
    • the documents or proof you don’t have
    • any other issues
• Enter your application number (if you have one) under Application number.
  • You can find your application number on the portal dashboard after you submit your claim.
  • If you don’t have one, leave this field blank.

If you’re having technical problems

Technical problems can include

• the portal isn’t working properly
  • For example, you can’t continue a claim you already started.
• you’re getting error messages that aren’t about the claim questions
  • For example, you try to navigate to the next page in the portal and the page loads an error code instead.
• you can’t submit your claim

When completing the web form

• Under Type of application, choose “Technical difficulties.”
• Describe the problem you’re having under Your enquiry.

In your description, tell us whether you’re using the IRCC Portal or the Canadian Refugee Protection Portal and include the following information:

• that you’re making a refugee claim
• the device you’re using (cellphone, desktop computer, tablet, etc.)
• the web browser you’re using (Google Chrome, Apple Safari, Microsoft Edge, etc.)
• the problem you’re having and the information you need
• the date and time the problem happened

If you can, you should also attach screenshots of the full web browser (with the website address visible) of

• the page where the problem happened
• the page you were on before the problem happened
• the error message you got