For problems using your Sign-In Partner credentials, contact your Sign-In Partner’s help desk for assistance.

Example problems:

  • My password is failing
  • I forgot my password
  • I lost my bank card
  • I don’t know answers to my security questions

Affinity Credit Union – 1-800-603-6414
BMO – 1-877-225-5266
Choice Rewards – 1-800-561-7849
CIBC – 1-800-465-2422
DesJardins – 1-800-224-7737
L’Alliance des Caisses populaires de l’Ontario – 1-514-224-7737

National Bank of Canada – 1-888-483-5628
RBC – 1-800-769-2511
ScotiaBank – 1-800-472-6842
Tangerine – 1-888-826-4374
TD Canada Trust – 1-866-222-3456
UNI Financial cooperation – 1-877-722-2343

For all other issues contact Our SecureKey Concierge Helpdesk:

Help desk (available 24/7): 1-855-433-5397

Outside of North America: dial the international code and then 1-800-7328-7358 or 1-416-733-5403

TTY Service: 1-855-224-1714

Browser Compatibility

Operating Systems: Windows XP, Windows Vista, Windows 7, Macintosh OSX 10.6-10.8

Browsers: IE6 and above, Firefox 7 and above, Chrome 14 and above, Safari 5.1-7 for MAC

Frequently Asked Questions about SecureKey Concierge

Why use my bank log-in?

Banks are always looking to improve how they serve you. Using your bank log-in is a convenient way to sign in to e-government sites, and it saves you the trouble of having to create another new username and password.

What is SecureKey Concierge?

Operating independently of your bank, other financial institutions and the participating online services such as the ones provided by the Government of Canada, SecureKey Concierge is a commercial service that offers a convenient way for you to access online services. Instead of having to create and manage a new user id and password for online services, you can access all of them by signing in with your bank log-in information. Once you sign in to SecureKey Concierge through your bank log-in, you are returned to the online service. Your personal information (including your PIN, name, address, date of birth, etc.) stays safely with your bank; none of your personal information is ever provided to the online sites during this process.

How does SecureKey Concierge work on government services sites?

Many banks have partnered with SecureKey to make it more convenient for you to sign into secure government sites. When you enter your online banking username and password, the bank confirms that the log-in credentials you entered are authentic and valid, but never shares any personal or financial information with the service you’re accessing.

Is it safe to use my bank log-in information on this government site?

We are committed to keeping your confidential information safe. Your bank applies the same security rigour when you access an online service as they do for your online banking.

How do I get an online banking username and password to use with this government services site?

First, you need to register with your financial institution for online banking. Once you’re registered, you can start using your personal bank log-in and password to access secure government sites.

How do the banks protect my information?

Banks won’t share any personal or account information with SecureKey or the online services you access. We’re only verifying your authorized access using your online banking credentials. Your bank log-in is protected through the same security standards that apply to online banking.

How is my information protected?

No online service receives information about which bank you are using or your account details; similarly, the bank receives no information about which online service you are accessing. The only information the banks supply is a unique anonymous number that is created the first time you sign in using the service. That number is then returned each subsequent time you sign in using the service. No personally identifying information or banking details are ever shared. For more details about how your information is used, please refer to the Privacy Notice available on the SecureKey Concierge site.

How do I use the SecureKey Concierge service to sign in to participating online services websites?

When visiting an online services website that offers the SecureKey Concierge service, you will see the option to sign in using one of the sign-in partners listed:

 

 

Note: The first time you sign in using SecureKey Concierge, you will be asked to either accept or decline the Terms and Conditions of Use and the Privacy Notice. Once you accept the Terms and Conditions of Use and the Privacy Notice, you will be directed to the government services website.

My Sign-In Partner knows who I am so why do I still have to provide my basic identity information to enroll in a Government of Canada service?

The Sign-In Partner does not provide any identity information to the Government and simply validates your user name or card number and password.

Each department and agency has a unique registration process. If this is your first time accessing the CRA’s online services using a Sign-In Partner, you must identify yourself by providing some personal information.

What are the benefits of using SecureKey Concierge to access government services?

By using a Sign-In Partner, you can enjoy the comfort and familiarity of signing in with a trusted brand. SecureKey Concierge frees you from adding yet another User ID to the list of online credentials that you need to manage.

How does SecureKey Concierge protect my information?

SecureKey Concierge acts as an information filter between government services and Sign-In Partners. By brokering the connection, SecureKey Concierge ensures that no government service knows which Sign-In Partner you are using, and that no Sign-In Partner knows which government service you are accessing.

The only information your Sign-In Partner supplies to SecureKey Concierge is a randomly generated number created on your first use of the system and returned to SecureKey Concierge with each subsequent use of the system. No passwords or personal information (i.e.: name, address, date of birth, etc.) are exchanged during this process. For more details about how SecureKey Concierge uses your information, please refer to our Privacy Notice.

Who can use this service?

Anyone who uses the online services offered by one or more of our Sign-In Partners can benefit from the service.

Can I change Sign-In Partners?

You can change your Sign-In Partner at any time. However some government services require you to complete identity proofing questions when you use a new Sign-In Partner.

Is there a way to change Sign-In Partners without having to re-enroll in the government service?

Yes. By using the “Switch My Sign-In Partner” link, you will be guided through the process of switching from one Sign-In Partner to another.

Can I access multiple government services with one Sign-In Partner?

Yes, you can use the same Sign-In Partner to access any number of government services that offer the option of using SecureKey Concierge.

Can I use this service if I already have an existing government-issued user ID and password?

Yes. Using SecureKey Concierge means that you don’t have to remember or manage a variety of user IDs and passwords as your “login credentials”. Simply use the online credentials that you frequently use to log in to your chosen Sign-In Partner.

What if I don’t deal with any of the Sign-In Partners listed?

If you don’t currently use any of the Sign-In Partners listed, you will need to return to the government site and use an alternative government credential. The list of Sign-In Partners supported will grow with time, so please check back soon.

What if I change the User ID and password for my Sign-In Partner?

If you change your login information, then you must use this new login information to access the government sites.

What if I cancel my online banking service?

If you cancel your online access privileges with your bank, you will no longer be able to access the government site using your cancelled credentials. Only active online banking credentials can be used to access this service. You can choose to switch your Sign-In Partner or use any existing login options offered by the Government of Canada.

What if I lost my credit card or the number changes?

You will need to re-register with your new credit card number when you sign in to the government service you wish to access.

Do I have to use SecureKey Concierge to access the Government of Canada sites?

No. You are neither required nor obligated to use this service. You can still use any existing login options offered by the Government of Canada.

Who is SecureKey?

SecureKey Technologies is a Toronto-based software company that has partnered with some of the largest financial institutions in Canada, including the BMO Financial Group, TD Canada Trust, and Scotiabank, to deliver the SecureKey Concierge service.

SecureKey provides an innovative platform-as-a-service for authentication, payment and identity. By embedding its security client in laptops, tablets, and mobile devices, SecureKey enables partners to deliver scalable, easy to use solutions with the security of chip-based identity and payment credentials. Financial institutions, health care providers, telecoms, and government organizations are using SecureKey today to provide two-factor and federated authentication and identity solutions. SecureKey is a privately-held company with backing from leading technology, payments and mobile industry network providers. For more information about SecureKey Technologies, please visit: www.securekey.com.

Glossary of common terms

Credentials: Typically this is your user name/password combination that you would use to sign in to access services.

Sign-In Partner: The list of organizations that have partnered with SecureKey Technologies to offer you the SecureKey Concierge service. Sign-In Partners may include Financial Institutions and Telco companies, amongst others.

Financial Institution: Commonly referred to as your Bank. Financial Institutions also represent credit unions, and other banking institutions.

Contactless Credit Card: Commonly known as MasterCard PayPass or Visa payWave. Look for this symbol for contactless functionality: