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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).

    To register for My VAC Account, go to veterans.gc.ca/myVACaccount.

  • 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
    • find a form
    • view submitted forms and documents
    • track the status of your applications
    • view a summary of your benefits
    • sign up for direct deposit or change your banking information
    • view your payment history
    • connect directly with VAC staff through secure messaging
    • update your personal information
    • keep track of what you need to do before (and after) you release from the Canadian Armed Forces
    • find a VAC office
  • You can register for My VAC Account if you are a:
    • Veteran
    • Canadian Armed Forces (CAF) or Royal Canadian Mounted Police (RCMP) member
    • Family member directly in receipt of benefits from VAC
    • Powers of attorney registered with Veterans Affairs Canada (Only general Powers of Attorney and Powers of Attorney for property are able to use My VAC Account at this time)
  • Who do I contact if I need help?

    If you have any questions or comments about My VAC Account, your applications or about our services and benefits please send us a secure message or contact us.

Verify your identity

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

    If you’ve applied 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.

    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.

  • 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 enrolment code); or
    • use your CRA My Account Log in to My Account on the Canada Revenue Agency website to confirm your identity
  • If I prefer to verify my identity online, what will I be asked?

    You will be asked a series of five security questions 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 personal information during the My VAC Account application process as a means of confirming your identity. To get your enrollment code call the National Contact Centre Network (NCCN) at 1-866-522-2122.

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

    Once you register for My VAC Account, you will only be required to enter your secure online credential using either GCKey or Sign-In Partner.

Powers of attorney

  • I am currently a Power of Attorney who does business with VAC on behalf of the people I represent. How do I set up My VAC Account?

    If you do not have a personal My VAC Account, you will need a CSDN ID and an enrollment code to create your own account as a Power of Attorney. Please visit  www.veterans.gc.ca/eng/e_services and follow the step-by-step registration process. Once you have your own account, you can set up or access the accounts of the people or person you represent

    If you already have a personal My VAC Account, simply log-in to view the new option to access the accounts of the people you represent. If the person you represent doesn’t have an account yet, you have the option to create one by clicking “Why is this account unavailable?” and then “Create an account.”

    When creating an account for someone you represent, you will need their CSDN ID, enrollment code, as well as their personal information (birthdate, address and full name).

  • I am a joint Power of Attorney. Can I use My VAC Account?

    At this time, only general Powers of Attorney and Powers of Attorney for property can use My VAC Account. We are working to include other Powers of Attorney in the future.

  • I am a Power of Attorney and I can’t create an account for someone I represent because their birthdate is not on file. Can I add a birthdate so that I can make a My VAC Account?

    Yes. You will need to submit a photocopy of the person’s ID to VAC in the mail at the following address:

    Veterans Affairs Canada
    PO Box 6000
    Matane, QC
    G4W 0E4
    List of acceptable IDs:

    • Driver's license (provincial)
    • Provincial health care card (excluding Alberta and Manitoba)
    • Other provincial identification card
    • Other federal identification card
    • Certificate of Indian Status
    • Vital statistics documents, such as birth certificate or marriage certificate
    • Employee identification card (federal, provincial or municipal)
    • Canadian passport
  • I need to change the direct deposit information for someone I represent as Power of Attorney and have been unsuccessful in My VAC Account. Why can’t I update their information?

    At this time we do not have the ability to update the direct deposit information in My VAC Account. We are working on adding this in the future.

    You can contact us for help with this.

Temporary address

  • My postal code is generating an error. What should I do?

    Canada Post updates its postal code database frequently. If your postal code is not yet available, you will not be able to update your address using My VAC Account. Please contact us and we can manually update your address information for you.

  • When should I add a temporary address?

    Providing a temporary address is helpful if you plan to be away from your home for 3 months or longer. The temporary address feature is for VAC’s information only and does not change your home or mailing addresses. If you would like your mail re-routed to a temporary address, please contact us.

Your online credentials

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

    The first step is choosing how you want to sign in to your My VAC Account. There are two ways you can sign in.

    You can:

    1. Use your online banking login (Sign-In Partner); or
    2. Create a username and password (GCKey).

    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. It simply confirms your identity with us. If you choose to use a GCKey, you will need to set up an account by answering a series of questions to create a unique username and password.

  • What is GCKey?

    The GCKey is a unique electronic credential that allows you to communicate securely with any of the Government of Canada’s services i.e. Service Canada (SC) and Canada Revenue Agency (CRA). You can create one GCKey and use it to access multiple 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 have to register for a new one; you will also need to re-register with any 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. Why?

    • 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.

    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. It simply confirms your identity with us.

  • 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 requires you to create a username and password, whereas with Sign-In Partner you log in to My VAC Account using your online banking information. You must have an account with 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. 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.

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

    To ensure security and privacy for our registered users we have two convenient choices to create a GCKey or use a Sign-In Partner. This unique credential will ensure you are the only person accessing your account.

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

    We are expecting that other financial institutions will be added in the future. 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?

    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 if you wish to use the partner sign-in. Otherwise, you can still access My VAC Account by creating a username and password using GCKey.

    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.

GCKey two-factor authentication

  • What is GCKey two-factor authentication?

    Two-factor authentication is one of the easiest, most trusted and effective tools for enhancing authentication security. Two-factor authentication is a multi-step account login process that asks users to enter more information than just a password. For example, users might also enter a code sent to their email or phone. A second form of authentication can help prevent unauthorized account access if a system password has been compromised.

  • I’m using the two-factor authentication email option and I’m not receiving my GCKey one-time passcode. What should I do?

    First, check your junk email folder. If you cannot find an email with the passcode, you can resend the passcode by selecting the resend button or by repeating the sign-in process. This will generate a new passcode.

    If you still haven't received an email with the passcode, please contact the GCKey service desk at the contact information below:

    Canada and the United States: 1-855-438-1102
    Text telephone (TTY/TDD): 1-855-438-1103
    Outside Canada and the United States: 1-800-2318-6290

  • How do I reset or recover my two-factor authentication?

    To reset/recover the two-factor authentication method:

    1. Sign into your account
    2. When you are prompted for your two-factor authentication code, select “Recover account.”
    3. Enter one of the recovery codes which you saved in a secure location.
    4. If you wish to change the device or authentication method that you are using, select “change your two-factor authentication.”
      • You will be prompted to set up two-factor authentication once more.
      • You will be given new recovery codes, which you need to save in a safe space. The old ones have now become redundant.
    5. If running out of recovery codes, select “Get new recovery codes.”
      • You will be shown new recovery codes. The old ones have now become redundant.

    If the recovery codes are lost, you will have to create a new account.

  • I’m having issues with my GCKey two-factor authentication, who can I speak to?

    Please contact the GCKey service desk using the contact information below:

    Canada and the United States: 1-855-438-1102
    Text telephone (TTY/TDD): 1-855-438-1103
    Outside Canada and the United States: 1-800-2318-6290

  • Can you walk me through the VAC GCKey two-factor authentication?

    Before signing in, ensure that you have applied all security updates to your computer. Here are the steps you can follow:

    Step 1. Sign in or create an account using GCKey

    When a client signs into an existing account or creates a new one, they will be prompted to register a device or email address for setting up two-factor authentication.

    Step 2. Choose a two-factor authentication method

    Clients have the option of choosing among three methods:

    Email address

    • Click on “Set up your email” from the list of two-factor authentication methods.
    • Carefully read the terms and conditions on the following page and click on “I accept” to continue.
    • On the “Register your email address screen,” enter the email address you would like to use for two-factor authentication and select click on “Continue.”
    • An email with a one-time passcode will be sent to the address you provide. Copy and paste the one-time passcode and click on “Continue.” If you did not receive an email, you can resend it or go back to the previous step to verify your email address.
    • Two-factor authentication setup is now complete. You can press “Continue.”

    Smartphone or tablet

    You can use an app on your mobile device (smartphone or tablet) as a second factor, but you must download a reputable authenticator app and register your device.

    There are several authenticator apps that provide this service, such as Google Authenticator and Microsoft Authenticator. While other applications can be used, ensure that it comes from a reputable vendor that you recognize such as Microsoft or Google. Always download an app from a trusted source to reduce the risk of installing a malicious app onto your device. Trusted sources include the Apple App Store, Google Play Store, and the Microsoft Store.

    After choosing to register one’s smartphone or tablet:

    • Use the authenticator app on your smartphone or tablet, scan the QR code that will be displayed on the GCKey page or enter the secret key to generate a 6-digit passcode.
    • On the registration page, enter the 6-digit passcode generated on your authenticator app.
    • Select “Continue” to confirm the selection of your two-factor authentication method.

    Please note even when using third party authentication applications, that no personal information is shared between the Government of Canada and the third-party authenticator application.

    Desktop or laptop

    An authenticator application is also required when using a computer, and can be downloaded for free on your preferred device. To install an authenticator app on your desktop device:

    • Open the App Store (for Mac)  or Google Play or the Microsoft Store (for Windows devices) on your desktop or laptop computer and search for "Authenticator", or visit your preferred vendor’s website.
    • Install or download your chosen app.

    After choosing whether you would be using your desktop or laptop:

    • Enter the secret key in the authenticator application on your desktop or laptop.
    • On the registration page, enter the 6-digit passcode generated by your authenticator application.
    • Select “Continue” to confirm the selection of your two-factor authentication method.

    Once again, please note that no personal information is shared between the Government of Canada and the third-party authenticator application.

    Step 3. Save The Account Recovery Codes

    You will be shown 5 recovery codes after your two-factor authentication method is confirmed. Please note them and save them in a place you will remember and that you can access easily, somewhere other than in your computer or device. These could be used if you lose or damage your device, or if you delete or reinstall or authenticator app.

What can I apply for?

  • What is included in the What can I apply for? section?

    This is a complete list of VAC’s services and benefits with links to our website for further information and instructions on how to apply for benefits.

    Use the VAC Benefits Navigator to help you understand which of the VAC programs and services you may be eligible for.

  • What does the VAC Benefits Navigator do and how will it help me?

    The VAC Benefits Navigator contains a brief online questionnaire that will help you understand which VAC programs and services you may be eligible for. Once you answer all of the questions, the VAC Benefits Navigator will generate a list of benefits and services that may be relevant to you. It will also provide links to more information about these and online application forms to make it easier for you to apply.

    The answers to your questions are not stored in our records so they can be updated as your situation changes.

  • How do I use the VAC Benefits Navigator?

    For each question, choose the answer that best applies to you. Your results will be automatically saved once you complete the questions. To return to the beginning, use the start again button.

  • Am I automatically eligible for the program or services displayed through the VAC Benefits Navigator? Will my answers affect my eligibility?

    No. The information included in this online tool is for reference only. Eligibility will only be considered when you actually apply for a benefit, service, or program and will be determined as part of the application process. You are required to follow the application process for each separate program or service to determine your eligibility.

  • Will my answers affect my eligibility?

    The information included in this online tool is for reference only. We will not make an eligibility decision based on your answers to this questionnaire. When you apply for services and benefits, we will only use the information on the application form, and in any other documents you provide, to assess your eligibility. Further assessments may be required for some programs and services.

  • What if I am unsure of an answer to a question in the VAC Benefits Navigator?

    Most of the questions have ‘yes’ or ‘no’ answers. If you are unsure, you may want to test the outcome of both answers. You can change your VAC Benefits Navigator answers any time you like.

  • Can I submit a form online?

    Yes. My VAC Account users have the convenient option to complete and submit forms online. Not all forms are available online, but we continue to add more. You can find forms on veterans.gc.ca. Once completed and signed, you have two options:

    1. Print, sign and mail the form to us at the address located on the form; or
    2. Scan the completed, signed form to your computer and upload the documents through the My VAC Account upload page and choose “Upload completed fillable form”.
  • How do I save a copy of my VAC Benefits Navigator session?

    The VAC Benefits Navigator session will automatically save after you finish a questionnaire. Note: a partially finished session will not be saved.

  • I would like to see my VAC Benefits Navigator results. Where can I find them?

    You can view your previously saved results in My VAC Account after you:

    1. click on What can I apply for section on the home page, and
    2. select View previous results.

Track your applications

  • How do I view the status of my application online?

    You can track the status of your application in My VAC Account.

    1. Select Track your applications on the home page under Applications and Forms.
    2. You can view the general status of your application on this page and select the status link for more details.
  • Why am I getting different information for different applications at Step 3 of the Application status steps in the Track your applications section? For example, sometimes I see links to wait time information and sometimes I receive specific turnaround times.

    We’ve added information on the average wait times for applications to our website, and are working to incorporate more information within the My VAC Account Track your application tool, so that you can better follow your application every step of the way.

    Whenever possible, we will now direct you to the average wait time information on our website, instead of giving you a specific turnaround time. This information gives you a more accurate picture of how long people are waiting for a decision. We continue to work on improving wait times and adjust how we share these changes across all applications in progress.

  • I just submitted an application. Why can’t I see it on the Track your applications page?

    It may take several days before a submitted application appears on the Track your applications page. You should see your application in the Submitted forms and documents section of the Forms page.

    The application will be displayed in the Track your applications page once it has been received in person by a VAC Agent. If you have applied through the mail, the status of your application will appear on this page once it has been received by a VAC Agent.

Forms

General

  • Do forms need to be signed in My VAC Account?

    When you sign-in to My VAC Account using your secure username and password, your identity is verified. A form submitted through My VAC Account is considered signed.

    Any time a form is printed, it must be signed. For example, if we require a spouse’s signature, the form must be printed and signed by both you and your spouse. You can then upload it through My VAC Account, mail it in, or drop it off at one of our offices.

  • Can I change the information at the top of the form?

    To change your address or phone number information in a form, you need to close the form (without saving) and then update this information in the Profile section of My VAC Account. Then, re-open the form and complete it. To edit any other pre-populated information, please contact us.

Search for a form

  • Why can’t I find the form I need?

    Not all forms are available on My VAC Account. Only forms that can be completed and submitted online are in My VAC Account. If you can’t find the one you need, search forms on our website.

  • The form I need is not in My VAC Account, but I did find it on the VAC website. Can I still send it to you through My VAC Account?

    Yes. Follow the steps below to upload forms from our website.

    1. Download and save a local copy of the form.
    2. Fill out the form on your computer or mobile device.
    3. Print and sign the form.
    4. Scan or take a photo of the form and save it as a pdf, bmp, png, jpg, tiff, gif.
    5. Log in to My VAC Account.
    6. Select Upload files under Applications and Forms on the home page.
    7. Select Upload supporting documents and other files.
    8. Choose who you would like to send the file to from the drop down menu: Veterans Affairs Canada or Bureau of Pension Advocates (BPA). If the form is for Veterans Affairs Canada, you need to choose the program it is for (e.g. Disability benefits).
    9. Choose the file you want to upload.
    10. In the text box, please type the name of the application or the program (e.g. Disability Benefits application).
    11. Select Upload.
  • Where can I find forms that I have uploaded?

    You can find forms you uploaded by selecting Submitted forms and documents under Applications and Forms on the home page.

  • If I want to mail you the form, where should I send it?

    The form should include the address where you need to send it. If there is no address on the form, you can send it to:

    Veterans Affairs Canada
    PO Box 6000
    Matane, QC
    G4W 0E4

    Note: Remember to keep a copy of the signed form for your own records.

Guided forms

  • What benefits and services can I apply for with a guided web form in My VAC Account?

    You can apply for the following benefits and services using guided web forms in My VAC Account:

    • Disability benefits (PSC)
    • Additional Pain and Suffering Compensation
    • Rehabilitation services
    • Income replacement benefit
    • Career Transition Services
    • Education and training benefit
    • Health-related Travel (claims)
    • Veteran Independence Program
  • The guided web forms look different. Are these still the same applications?

    Yes. The look of the guided web form is different, but the information we collect remains the same.

  • What are the benefits of using guided web forms?

    Guided web forms are easy to use only require you to answer questions that are relevant to you. Also, helpful information is included along the way to guide you through the process, making it easier to apply. You can also complete the guided web form according to your own timeline, as you are able to save and exit the form, and come back to it at any time.

  • Does VAC plan to add other guided web forms to My VAC Account?

    Yes, we are working on turning more of our traditional forms into guided web forms.

Saved forms

  • Can I save my form before I submit it?

    Yes, if you have selected a form in My VAC Account, the form will automatically save where you left off if you click the Save and exit button at the top of the form.

    Guided web forms save automatically as you make your way through the form.

    Saved forms can be viewed and edited by clicking Forms, then Saved forms.

  • How long can I keep a form in Saved forms?

    Your saved forms will remain for as long as the form is maintained in VAC’s systems. A form would no longer be maintained in VAC’s system if the program, service, or benefit it applies to has been removed or replaced. In this case, the form for the original program would also be removed or replaced.

Submitted forms and documents

  • What are submitted forms and documents?

    These are all the files you have submitted through My VAC Account. To view any of your submitted forms or documents, click Forms in My VAC Account and then Submitted forms and documents.

  • Why has the name of the document I submitted changed?

    The title of any documents you upload may change after they are categorized by VAC’s systems. Any file you upload will be labelled as "uploaded document". Once the file is viewed by VAC, it is reviewed and categorized. Its new title will then appear on your list of submitted documents.

  • How long will documents remain in Submitted forms and documents?

    There is no specific timeframe for how long a document can remain in Submitted forms and documents. However, under the Privacy Act, VAC is obliged to ensure that electronic and paper records are properly disposed of when they are no longer required. Your submitted files will remain in My VAC Account as long as the form is maintained in VAC’s systems. A form would no longer be maintained in VAC’s system if the program, service, or benefit it applies to has been removed or replaced. In this case, the form for the original program would also be removed or replaced.

Archive

  • What is the Archive tab?

    You can organize submitted forms and documents using the archive feature. If you choose to, you can move a form or document to the archive folder in three easy steps.

    1. Click Submitted forms and documents
    2. Check the forms you wish to archived
    3. Click Move to archive
  • Can an archived item be unarchived?

    Yes. If you need to unarchive an item, go to Forms in My VAC Account then:

    1. Click the Archive folder
    2. Check the forms you wish to unarchive
    3. Click Unarchive

Upload files

  • What documents can I upload?

    You can upload documents to support your application or claim. You should only send information related to your own file; do not send us anyone else’s information.

    You can select Veterans Affairs Canada to send documents directly to VAC, or the Bureau of Pension Advocates (BPA) to send information to your BPA attorney.

  • What documents should not be uploaded?

    Here are a few items that should not be sent via "upload":

    1. Invoices for Canadian Veterans Vocational Rehabilitation Services. These should be mailed directly to the service provider at:
      • Canadian Veterans VR Services
      • Client Claim Processing Centre
      • 5th Floor, 915 Fort Street
      • Victoria, BC V8V 3K3
    2. Formal requests for information via ATIP. You can submit these via the ATIP Online Request Portal or print the Access to Information Request Form or the Personal Information Request Form and mail either to:
      • Access to Information and Privacy (ATIP) Office
      • Veterans Affairs Canada
      • PO Box 7700
      • Charlottetown, PE C1A 8M9
      For further information about this type of request, you can contact the VACATIP Office at 1‑877‑566‑8609 or by email at VAC.ATIP-AIPRP.ACC@vac-acc.gc.ca.
  • How do I upload a file?

    You can upload a file by selecting Upload files under Applications and Forms on the home page.  First, select what you want to upload (two options):

    • Upload supporting documents and other files; or
    • Upload completed fillable form

    Upload supporting documents and other files

    1. Choose who you want to send the file to (either Veterans Affairs Canada or the Bureau of Pension Advocates)
    2. Select what program or benefit the file is related to
    3. Select Choose file and select the file you want to send
    4. Provide a brief description of what you are uploading
    5. If your upload is successful, you will receive a confirmation message

    Upload completed fillable form

    1. Select Choose file and select the file you want to send
    2. If your upload is successful, you will receive a confirmation message

    We will contact you directly if we require originals. Please do not mail or fax any documents that you have already submitted online unless you have been requested to do so by a VAC agent.

  • The file I just uploaded is not in the Submitted forms and documents section. What happened?

    If you received a confirmation message that your file successfully uploaded it should appear in the Submitted forms and documents section. If it does not appear, please send us a secure message or contact us.

  • A document I uploaded last month is no longer there. Should I re-submit it?

    No. VAC will contact you if you need to re-submit.

    If a document goes against the Privacy Act, we will advise you and remove the document.

  • Is there a limit to how many documents I can upload?

    There is no limit to the number of documents you can upload to My VAC Account, however each file cannot exceed the size of 25mb.

  • I’ve uploaded my documents. Should I also mail them to you?

    No. You only need to mail documents if we contact you and request an original copy.

    We will contact you directly if we require originals. Please do not mail or fax any documents that you have already submitted online unless you have been requested to do so by a VAC agent.

  • Should I keep the originals?

    Yes, you should always keep your original documents.

Inbox

  • What is the Inbox in My VAC Account?

    The My VAC Account Inbox allows you to send and receive secure messages with VAC. The message you send us must be about you and your circumstances only. We cannot discuss another individual’s personal information or circumstances with you.

    Letters and forms—electronic versions of paper correspondence—from VAC are also available in your My VAC Account Inbox. When we send paper correspondence, sometimes an electronic copy will be made available in your My VAC Account Inbox under ‘Letters and forms’.

  • What is Secure messaging?

    Secure Messaging is a secure, web-based message service that allows you to communicate with VAC. If your issue can't wait, you can also reach our National Contact Centre Network at 1-866-522-2122.

  • Is secure messaging confidential and safe?

    Veterans Affairs Canada (VAC) uses secure messaging in My VAC Account to allow Veterans, Canadian Armed Forces (CAF) members, Royal Canadian Mounted Police (RCMP) members, and their families to communicate with VAC staff, including Case Managers, in a safe and secure environment. You must be a registered My VAC Account user to access this service. Email communication is not used in these interactions because it does not meet the security requirements for the exchange of personal information that VAC policy requires.

    If you choose, an email can be sent to your personal email each time you receive a new secure message in My VAC Account. This email will not display the content of the message but rather notify you that a new message has been received.

  • How do I send a secure message?

    You can send a secure message by following the steps below:

    • Click on Inbox from any page within My VAC Account
    • Select the green Send a secure message button
    • Choose a category from the drop-down list provided
    • Enter a subject to speed up the process and help you easily sort through your past messages
    • Type your message (Note: There is a 1,500 character limit. If your message is longer than 1,500 characters, you can send more than one message. We recommend adding "Part 2", etc. to the subject title, if sending more than one message.)
    • When you are finished your message, click Send message
    • The system will then bring you back to the Inbox where your message will be saved for you

    The message you send must be about you and your circumstances only. We cannot discuss another individual’s personal information or circumstances with you.

  • When can I expect a response to my secure message?You can expect to hear back from VAC within five business days. If you need to talk to someone right away, please contact us at the number provided on veterans.gc.ca.

     

  • Can VAC staff initiate a secure message to me?

    Yes, but only if you select Yes to secure messaging in the ‘Communications preferences’ section of your Profile and ‘verify’ your email.

    To do this, log into My VAC Account and then:

    • Click Profile from the main menu
    • Scroll to Communication preferences
    • Click Edit preferences
    • Under the heading ‘General’ select Yes for – “secure messaging”
    • Then you will need to ‘verify’ your email.
  • I sent a message to VAC, and an agent responded to my secure message. Can I reply back to this agent with more questions on the same topic? Or do I have to start a new message?

    Yes. If you have further questions on the same topic, you can continue the conversation by replying to our agent’s message to you. To do this, log into My VAC Account, then:

    • Click Inbox
    • Open the message you want to respond to by double clicking it
    • Select Reply
    • Type your message
    • Select Send Message

    If you have questions about a different topic, please start a new message. This will assist us in routing the message to the correct VAC staff member.

  • Can I be notified by email when VAC replies to my secure message?

    Yes. To do this, log into My VAC Account, then:

    • Click Profile from the main menu
    • Scroll to Communication preferences
    • Click Edit preferences
    • Under the heading ‘General’ select Yes for – “secure messaging”

    You can also choose to receive an email notification when you get a new a letter or a form in My VAC Account Inbox, when the status of an application changes, or when VAC issues a News Item.

  • Will VAC send personal information to my email address?

    No. To protect your privacy, our Department does not communicate personal or sensitive information through email. Your email address is used only to notify you that a reply has been made to your secure message.

    If you choose, an email can be sent to your personal email each time you receive a new secure message in My VAC Account. To set-up email notification see “Communication preferences” under Profile within your My VAC Account.

  • What are Letters and forms in My VAC Account?

    Letters and forms are electronic versions of paper correspondence with VAC. When VAC sends you a paper correspondence, sometimes an electronic copy will be made available in your My VAC Account Letters and forms section.

  • I have received a paper copy of my letter/form and I also see it on My VAC Account. How should I respond?

    We recommend you respond online via My VAC Account, but you can respond by mail. You do not have to do both.

  • I received a letter that told me I could apply online with VAC. I have just registered for My VAC Account but I don’t see any correspondence from VAC here. Why is that?

    At this time, we display correspondence that was sent to you in the 30 days prior to registration for My VAC Account. If the correspondence was sent more than 30 days before you registered for My VAC Account, you will not be able to see the correspondence online. However, now that you have registered, all future correspondence that is available electronically.

  • How can I send attachments with my response?

    You can’t attach files to a Secure Message but you can use the Upload feature and indicate that the document is in response to a secure message.

    To send an attached file through My VAC Account, login and then:

    1. Select Applications and forms on the home page
    2. Select Upload files
    3. Select the type of file you are uploading (ensure you are uploading the right type of file.)
    4. Select Continue
    5. Select Browse
    6. Then choose from your computer or mobile device the file you wish to upload
    7. Select Upload

    Note: Make sure to include the name of the benefit or service the attachment is related to.

    To find a form or document you uploaded, select Submitted forms and documents under the Applicants and forms menu on the home page.

  • I prefer to receive mail electronically, is this available through My VAC Account?

    VAC has begun the process of creating electronic copies of paper mail correspondence. As forms and letters become available, the electronic version will be displayed in your My VAC Account Inbox under Letters and forms from VAC.

    When you select Yes to email notifications for Letters and forms, you will receive an email letting you know when any new electronic correspondence is received in your My VAC Account. You will continue to receive paper copies in the mail unless you have selected the ‘Go paperless’ option, which can be found in your Communication Preferences.

  • If I opt to go paperless, will I receive all my correspondence from VAC through My VAC Account?

    Our Department is working on converting all paper mail into electronic versions so you can correspond completely electronically. Until this conversion is completed, you will continue to receive some paper letters in the mail. As well, documents which require a staff signature for legal purposes (such as a letters of decision) will continue to be sent via mail, even when a copy displays in your My VAC Account Inbox.

  • Who do I contact if I have a problem with my secure messaging?

    If you are within Canada please call us at 1-866-522-2122 from Monday to Friday between 8:30 a.m. to 4:30 p.m. local time. If you are living outside Canada please call us from Monday to Friday, 8:30 a.m. to 4:30 p.m. EST from the United States at 1-888-996-2242 (toll-free); or any other country at 00 800 996 22421 (toll-free) between the same hours.

Current benefits and payment history

  • What is the Current benefits and payment history section?

    The Current benefits and payment history section displays the values of the current benefits you are receiving (or are scheduled to receive) organized by program, as well as a history of payments issued over the last 24 months.

    You can print a copy by right clicking on the Current benefits or Payment history pages, select print preview and then print. If you would prefer an official copy by mail please send a request via Secure Messaging.

  • Can I access information regarding benefits that I’ve received in the past?

    You can view information for payments for benefits within the past 24 months in the programs Payment History tab. However, only information for the benefits you are currently receiving are displayed in the Current Benefits tab.

  • When a decision is made regarding my application for a VAC service or benefit, how long does it take before the information is reflected on the Current benefits and Payment history pages in My VAC Account?

    As soon as any change is made to the value of your benefits in our system, it is displayed in My VAC Account. If, for some reason, there is any difference between the information displayed in My VAC Account and the information maintained internally by VAC, the latter is considered the official record.

  • I notice that a payment I received in the past 24 months for the disability program is not listed. Why?

    Occasionally, if a specific arrangement (such as a wire transfer) has been made for a disability program payment, it may not appear on this page.

  • What are the amounts being displayed under my Veterans Independence Program (VIP) grant/reimbursement(s) in My VAC Account?

    If you are receiving a grant or reimbursement through the Veterans Independence Program (VIP) benefit, you will see the total annual amount to which you are entitled. This is known as a benefit arrangement.

  • Why is the Veterans Independence Program (VIP) amount different from the one I was provided in my letter from VAC?

    It is possible that there may be a difference between what is displayed in My VAC Account and what has been sent to you in writing. The amount displayed through My VAC Account may not include any one-time or limited-time adjustments.

  • What disability benefit information can be viewed in My VAC Account?

    If you receive a disability benefit, you will see the details of your current monthly benefit in My VAC Account. If you receive periodic payments for a lump sum disability award, you will see the amount and date of your next payment.

    To see all of the disability benefit payments made during the last 24-months, click the Payment history tab.

  • In the disability benefits section, what does "redirection" mean?

    A "redirection" means part or all of a benefit is paid to another person or organization.

    Please note: if you would like part of your benefit to go to another person or organization, we can pay them directly. This is referred to as a “redirection” in your account.

  • In the disability benefits section, what does "withhold" refer to?

    A "withhold" means part or all of a benefit amount is held back, such as a deduction or overpayment.

    Example (hypothetical): you receive an additional pension while your child studies at university. Your child graduates, but you continue to be paid the additional amount. We will withhold the amount you were overpaid and take it off your next pension payment.

  • When can I expect to receive the payment for the "current benefit" amount?

    Generally speaking, you can expect to receive the payment(s) displayed in current benefits in either the current month or the upcoming month, depending on the date you are viewing the information.

    For information regarding periodic payments you receive as the result of a disability benefit, select the Learn more about this page at the top of the page.

Profile

  • Why is VAC offering me the option to be addressed by my rank?

    The Canadian Forces Cultural Awareness Project identified the importance for many CAF personnel, Veterans and RCMP to be addressed by the rank they have earned. Now, through My VAC Account, users can choose whether or not to be addressed by their rank in future correspondence with VAC.

  • When should I add a rank?

    You can add your rank any time. Unless previously indicated, you are currently addressed by title (Mr. Mrs. Ms., etc.). Edit your rank if you prefer to be addressed by rank instead of title in future correspondence with us.

  • What is language of preference?

    Language of preference is the official language you prefer us to use in your correspondence. Your language preference can be different when corresponding through speech or writing if you should choose.

  • When should I change my language of preference?

    You can change your language preference any time. During My VAC Account registration, you would have indicated your language of choice. Should your language of preference change, you can update your preferences in your Profile in My VAC Account.

Direct deposit

  • How do I sign up for direct deposit?

    To sign up for direct deposit, log into My VAC Account, then:

    • Select Profile
    • Select Direct deposit
    • Enter your branch, institution and account numbers in the fields provided
    • Select Continue
    • Select the I authorize button

    You are now registered for direct deposit.

    If you receive payments for the Veterans Independence Program or Treatment Benefits, you can check the box for I want my VIP and Treatment Benefits paid by Direct Deposit and have these payments put directly into your bank account.

  • I want to change my direct deposit information, how soon will it take effect?

    If you change direct deposit information, the next payment may still be issued to the bank account you previously had registered with My VAC Account. If your bank account is closed we will mail a cheque to the mailing address you have on file.

    In order to prevent missing a payment and having to receive a cheque by mail, it is suggested that you leave your old bank account open for 30 days and the next payment will go to the new account.

  • If I enroll for direct deposit, do all of my cheques get deposited this way?

    If you enroll for direct deposit, these are some of the payments that will be deposited into your bank account:

    Disability Award, Disability Pension,  Pain and Suffering Compensation/Disability Pension, War Veterans Allowance, Canadian Forces Income Support, Income Replacement Benefit, Veterans Emergency Fund, Education Benefit, Education Completion Bonus, Exceptional Incapacity Allowance, Attendance Allowance, and other financial benefits.

    You can also receive reimbursements for Treatment Benefits, the grant payments for Veterans Independence Program and reimbursement/payments from Medavie Blue Cross.

  • Can I stop direct deposit using My VAC Account?

    No. You can currently use My VAC Account to set-up direct deposit, or edit your direct deposit information. To stop direct deposit payments, please contact us by phone.

 
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