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 Who are you, choose “I’m the principal applicant”
• Under What did you apply for, choose “Refugee”, then “Refugee Claim”
• Describe the problem you’re having under Tell us about your request.
  • Include details such as
    • any questions you don’t understand
    • why you can’t provide the documents or proof we asked for
    • any other issues

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

• Select your problem
• 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