Frequently Asked Questions

General

  • What is My VAC Account?

    My VAC Account is a simple and secure way to do business online with Veterans Affairs Canada (VAC)

  • What can I do with My VAC Account?

    With My VAC Account, you can:

    • learn about VAC benefits and services
    • apply online for VAC benefits and services
    • upload documents to support your applications
    • track the status of your applications
    • view a summary of your benefits
    • sign up for direct deposit or change your banking information
    • connect directly with VAC staff through secure messaging
    • update your personal information
  • Who can register for My VAC Account?

    You can register for My VAC Account if you are a:

    • Veteran
    • Canadian Armed Forces (CAF) or RCMP member
    • Family member directly in receipt of benefits from VAC
  • How do I register for My VAC Account?

    For details on the registration process, visit the Registration page.

  • I tried to register for My VAC Account but it didn’t work. What do I do now?

    If you have read the instructions on the Registration page and the Frequently Asked Questions and you are still having trouble with the registration process, please contact us.

Your Online Credentials

  • What is a credential?

    'Credentials' in information systems are widely used to control an individual's access to information or services. The combination of a card number or username and password is a widely-used example of a credential. The Government of Canada uses electronic credentials to allow users to communicate securely with online-enabled Government of Canada services.

  • How do I get a username and password for My VAC Account?

    You establish a username and password during the registration process. You either create a new one, using GCKey, or you may be able to use an existing online credential, through Sign-In Partner.

  • What is GCKey?

    The GCKey is a unique electronic credential that allows you to communicate securely with any of the Government of Canada’s enabled services. You can create one GCKey and use it to access multiple enabled services.

    Your GCKey can expire. The system requires you to use your GCKey at least once every two years, otherwise it will expire. If your GCKey expires, you will be required to register for a new one; you will also need to re-register with any enabled service you were previously using.

  • What is Sign-In Partner?

    Sign-In Partner is a third-party commercial credential service provider, which allows you to use an existing online credential to register for My VAC Account. The available commercial credential services are BMO Financial Group, CHOICE REWARDS MasterCard, CIBC Canadian Imperial Bank of Commerce, Desjardins Group, RBC Royal Bank, Scotiabank, Tangerine, National Bank of Canada, Affinity Credit Union and TD Bank Group.

    Using Sign-In Partner to register for My VAC Account is easy. Your online banking information is familiar: you may already be using it on a regular basis. It’s convenient: since you don’t have to remember a different username and password. It’s safe: financial institutions are committed to security and privacy, in line with regulatory and industry best practices.

  • Who are the Sign-In Partners?

    There are several financial institutions that have partnered with the Government of Canada. These are BMO Financial Group, CHOICE REWARDS MasterCard, CIBC Canadian Imperial Bank of Commerce, Desjardins Group, RBC Royal Bank, Scotiabank, Tangerine, National Bank of Canada, Affinity Credit Union and TD Bank Group. It is expected that other Sign-In Partners will be added in the future, so keep checking the list of Sign-In Partners when you log in to access Government of Canada services.

  • What is the difference between GCKey and Sign-In Partner?

    Both services allow you to login to My VAC Account and there is no difference in the level of security. The difference is GCKey allows you to create a username and password, whereas with Sign-In Partner you log in to My VAC Account using your online banking information, if you have an account with BMO Financial Group, CHOICE REWARDS MasterCard, CIBC Canadian Imperial Bank of Commerce, Desjardins Group, RBC Royal Bank, Scotiabank, Tangerine and TD Bank Group.

  • Why do I need a GCKey or Sign-In Partner for My VAC Account?

    To ensure that you are the only person accessing your account, you need a unique credential. To ensure security and privacy for our registered users we have two convenient choices to acquire this credential - GC Key or Sign-In Partner.

  • Will my banking or credit card information be shared with the Government of Canada?

    No. If you use the Sign-In Partner credential, none of your personal or banking information is shared with My VAC Account by your financial institution. In fact, the Sign-In Partner doesn’t even share which financial institution you are using to access My VAC Account. The Sign-In Partner verifies your online credentials and that you are registered with My VAC Account.

  • Why isn’t my bank or credit card company on your list?

    It is expected that other financial institutions will be added in the future. Keep checking for yours when you log on to My VAC Account. In the meantime, you can still access My VAC Account by creating a username and password using GCKey.

  • I have an account or credit card with one of these financial institutions but I’m not set up for online banking. Can I still use the Sign-In Partner credential?

    No. You must be registered for online banking to register for a Sign-In partner credential. Please contact your bank to request their online banking service. Without online banking, you can still access My VAC Account by creating a username and password using GCKey.

Verify your Identity

  • I already have a unique username and password through GCKey or Sign-In Partner. Why do I need another way for VAC to verify my identity?

    If you’ve done business with VAC in the past, this step ensures the protection of your online security. Given the sensitivity of the information on My VAC Account, an added layer of security is standard.

  • Do I have a choice regarding how I want to prove my identity?

    Yes, you have three choices. You can choose to verify your identity:

    • Online by answering a series of security questions;
    • In person or via telephone. Once VAC has verified your identity, you will receive an enrollment code
    • Through Canada Revenue Agency’s process which involves registering for a CRA My Account.
  • If I prefer to verify my identity online, what are the security questions I will be asked?

    You will be asked a series of five security questions based on information in your file that only you and Veterans Affairs will know.

  • Am I required to have an enrolment code and also answer the security questions?

    If you choose to use an enrolment code, you will be asked to enter some personal information as a means of confirming your identity.

  • Will I be required to verify my identity each time I login to My VAC Account?

    No, you will only be asked to verify your identity when you register for My VAC Account. When you login, you will only be required to enter your secure online credential using either GCKey or Sign-In Partner.

  • My Sign-In Partner knows who I am, why do I still have to verify my identity to register for My VAC Account?

    The Sign-In Partner doesn’t provide any identity information to the Government of Canada. It simply validates your username or card number and password. Each government service requires your personal information based on their specific needs and to determine eligibility or entitlement. The Government of Canada must adhere to the Privacy Act which restricts the information that can be shared between departments and agencies.

Did you find what you were looking for?

You can also do a search or contact us at 1-866-522-2122 (toll-free) Monday to Friday, 8:30 to 4:30, local time.

Living outside of Canada?

Monday to Friday, 8:30 to 4:30, EST

United States 1-888-996-2242 (toll-free)
United Kingdom, Germany, France, or Belgium 00-800-996-22421 (toll-free)
Any other country 1-613-996-2242 (collect)

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