Advance Declaration and ArriveCAN help topics (2024)

The first step in creating a new account is to enter a valid email address. As you re-enter your email address to verify it, makesure:

• there are no spaces in it, including at the end
• it follows the correct format with an "@"sign
• the entries in both fields match exactly

Passwords must be at least 8characters long and contain at least 1of the following:

• upper case letter (A-Z)
• lower case letter (a-z)
• digit (0-9)
• special character (^ $ * . [ ] { } ( ) ? " ! @ # % & / \, > ‹ ' : ; | _ ~)
  • do not use a space, = or+

Check your spam, junk, and/or promotions folder in case the email went there. There may be a brief delay before you receive the code. Wait for a while before requesting a newcode.

Do not close the app while on the "Activate your account" screen. If you do, you will need to restart the activation process.

If you have not left the "Activate your account" screen in ArriveCAN, you can request a new verification code. Select "Resend code." Previous codes will no longerwork.

If you get an error message after entering your verification code, make sure that you didn't add any extra characters or spaces when you copied the 6-digit code from the email.

If the error message persists, try signing in again with the email and password you created. Do not select "Create account."

You will receive a pop up message saying that your account exists but hasn't been verified. Select "Send me a verification code" and enter the code from the latest email once it arrives. Previous codes will no longerwork.

Once you successfully enter your code, your account is activated. The same email and password may be used to sign in to the mobile app or ArriveCAN online.

If you forget your password, select "Forgot password?" below the sign in button. Make sure you enter the same email address you used to create your account.

If an account exists for the email address you enter, ArriveCAN will send you a verification code you can use to set a new password.

• Make sure you're using the same email address you used to create your account
• Make sure the email address is properly formatted
• Check your spam, junk or promotions folder
• Use the code from the last email sent toyou

You must follow the instructions in the email within 24hours of receiving it. If you miss this timeframe, open ArriveCAN and click "Forgot password?" to startover.

Note for resetting the password on unverified accounts: If you never completed the account activation step by entering the verification code within the first 24hours of creating the account, the account no longer exists and you will not receive an email.

• If it has been more than 24hours since creating the account, you can start over at Step1 to create your account using your email address
• If you did not complete the account activate step by entering the verification code and it has been less than 24hours since creating your account, youcan:
  • contact us for technical support
  • wait 24hours from the time you first created the account and startover
  • create a new account using a different email address

Make sure you are using an up-to-date browser such as Chrome, Edge, Safari, FireFox,etc.

Refresh the sign-in page in your browser. Doing this will cause it to update with the latest version.

If you are still having problems, try resetting your password.

This happens sometimes on shared computers where ArriveCAN has been used by someone in an other language. Refresh the page on your browser and this should clear itup.

If you are still having problems, you may need to clear the cache and cookies in your web browser.

Check to seethat:

• you are signed in properly to Google Play or the Apple App Store
• you have space available on your mobile device
• your mobile device meets the minimum requirements listed in the ArriveCAN app store entry

Make sure you have the most up-to-date version of ArriveCAN. Open the app store on your device and check if an update is available.

If you are still having problems, try resetting your password.

If your up-to-date ArriveCAN app is crashing, try to use ArriveCAN after completing each of the following steps:

1. shut down and restart your mobile device
2. clear your ArriveCAN cache (the option to do this will be in your device settings)
3. uninstall and reinstall the ArriveCAN app on your mobile phone
4. please contactus

If you have enabled full keyboard access in your phone's Accessibility settings, you can read through long text in ArriveCAN using iOS's keyboard gestures. To turn on keyboard gestures, press the TAB+G keys on your keyboard. An information box will appear that tells you how to use keys to replace typical touch functionality.

• Use the up arrow key to move through the text up as youread
• Use the down arrow key to move the screen down to view previoustext

Note: Keyboard gestures will interfere with navigation on most ArriveCAN screens.

When you have finished reading the long text, disable keyboard gestures by pressing the TAB+G keys again on your keyboard. You will see an information box confirming that keyboard gestures is disabled.