My Case User Guide

​​​​​​​My Case is a secure online application that allows you to view case information on any active cases you have before the Immigration and Refugee Board of Canada (IRB).

On this page:

Registration process

Who can register for My Case

Registration for My Case is now available to all counsel who are members in good standing of a professional body (lawyers, members of the Immigration Consultants of Canada Regulatory Council, Ontario paralegals, and Quebec notaries). Counsel can register for My Case to view information about their clients who have proceedings before the IRB. For more information on the process, consult My Case portal registration and submission of documents.

If you are not an authorized representative, you will not be able to register. In the future, it will be possible for other types of counsel, including those who do not charge a fee, to register.

As of phase 3, counsel now have the ability to include delegates to their My Case accounts. Delegates must be added by counsel, and cannot register for My Case independently. For more information, see Delegation.​

Over the coming months, we will explore additional functionalities, such as expanding registration to claimants and appellants.​

Before you register

You will be asked for some personal information during the registration process. You must ensure that we have the most current contact information for you. If your contact information has changed recently, you must fill out a Counsel Contact Information form and submit it to the IRB before registering for My Case.

Protecting your information

The personal information you provide to the IRB is secure. The IRB takes the protection of your privacy seriously, and takes every precaution to ensure the continued protection of personal information in accordance with legal requirements.

Cellphone numbers and email addresses will be stored as part of your contact information and updated at your request.

To ensure that your personal information is protected and that you have secure access to online information and services through My Case, you will need to validate your identity. You will find the IRB's contact information for the registration process at My Case portal registration and submission of documents.

​Do not share your personal information with anyone.

Access code

An access code is a unique code issued by the IRB. It is required to validate the identity of first-time users of My Case and to ensure the security and confidentiality of their personal information.

The registration process requires that you provide the IRB with your cellphone number on the counsel registration form that we send you at the beginning of the process. You will receive your access code at that number, and it will expire after 24 hours.

You will use your access code only once, to complete the registration process for My Case. The code will become invalid after it is used. Do not share your access code or your personal information with anyone.

Register only once

You only have to register for My Case once. Therefore, if you have previously registered but have a new case before the IRB, you don't need to register again. For technical issues related to a GCKey or Sign-in Partner, go to Technical Problems.

Using log-in services

You will be able to log in to My Case by using a Sign-In Partner or a GCKey. Go to Signing in with Services for more information on both services.

Once you have registered, always log in to My Case from the My Case home page, as other government websites have similar log-in pages to the IRB's Sign-In Partner and GCKey log-in pages.

Sign-In Partner log-in

A Sign-In Partner log-in allows users to log in to My Case using log-in information they already have with a participating financial institution (e.g., a card number and password). Go to Who are the Sign-In Partners to find out which financial institutions are participating in this service.

Logging in with your GCKey

GCKey is a unique log-in solution that allows users to communicate securely with online-enabled government programs and services. GCKey is offered as another choice for users who cannot or choose not to log in to My Case using their financial institution's log-in process. Go to What is GCKey for more information.

Email notifications​

Beware of phishing attempts! The IRB notification emails do not contain clickable links or attachments. All My Case email notifications come from do-not-reply senders and have standard, bilingual subject lines and content.

After you have set up your My Case account, you will receive confirmation emails:

  • when the IRB receives a form or document from you
  • when you make a change to your profile information
  • when your account information changes
  • when the IRB sends you a document

If you are counsel, you will also receive an email notification

  • when it is time to renew your delegation​(s)

If you are a delegate, you will also receive an email notification

  • when counsel chooses to delegate the management of their mailbox to you
  • when counsel renews your delegation

See Delegation for additional information on this feature.​

Technical problems

The My Case help desk number (1‑833‑777‑2433) is for My Case technical inquiries only. If your call is not a technical inquiry related to My Case, it will not be accepted.

Log-in problems

If you have lost your GCKey password, go to What if I have a technical issue with GCKey to find out how to recover it.

If you have lost your Sign-In Partner credentials, contact your financial institution.

If you would like to use a different GCKey or Sign-In Partner, call the My Case help desk and ask us to reset your account.

If you are locked out of My Case, write down the lock code and call the My Case help desk.

Problem viewing documents

If, upon downloading a document shared via My Case, you are unable to view it or it opens as a web page with encrypted text, follow these instructions:

  1. Locate the file on your computer (it may be in your Downloads folder, unless you specified otherwise).
  2. Right click on the file and open it in a PDF reader.
  3. You can also rename the file: If the file looks like “filename.pdf.html", delete the “.html" portion and hit Enter to apply the change.
  4. Try opening the file again. It should open in the default PDF application.

Case file problems

Cases will no longer appear in My Case after 45 days following the date of a final decision.​

Cases may also not appear because of a data entry error in our case management system. Call the My Case help desk if:

  • You have active cases that do not appear in My Case.
  • Information on active cases you have before the IRB is not accurate.
  • Your client received a document from the IRB that you were also supposed to receive.

Changing contact information

It is your responsibility to inform the IRB without delay when your contact information changes. To update your contact information or correct inaccuracies:

  • Log in to your My Case account.
  • Go to your profile.
  • Update your information.
  • Submit the change using the Submit button.

Allow 48 hours for the information to be processed after it is received. After 48 hours, check your My Case account again.

Document submission

For more information about submitting documents electronically, consult both the practice notice​ on this subject and My Case portal registration and submission of documents on the IRB website.

Submitting forms online

You can complete and submit the following forms directly in My Case:

  • the Counsel Contact Information form
  • the Notification of Client Contact Information form

Submitting documents

From the case view, you can submit documents in the section called Submit a Document.

You will receive an email notification with a confirmation number for your submission. There is no need to mail a paper copy once you have submitted the document electronically. You may be required to present original documents at a later date or at the hearing.

To view the entry for the document you submitted, select your case and go to Submission History. You will see the entry, but not the document itself. You should save all documents on your personal computer.

Receiving documents

An email notification will be sent to the email address ​you provided in your profile. Log in to your account and go to your mailbox to view your new mail. You can also view your mail by selecting the case and looking at its inbox.

From your mailbox, you can remove items you no longer need. They will still be available in the case's i​nbox.

Delegation

As of phase 3, counsel now have the ability to include delegates in their My Case accounts.

For counsel

​​Delegating case access and document submission

You may register up to four delegates at a time. To do so, go to your profile and choose “Add a new delegate". Fill in the required information and agree to the conditions. Your delegate will receive an invitation by email to register for My Case.

Responsibilities regarding delegates

You are the sole manager of your delegates. For security reasons, you must renew their delegation every two months, or their account will expire. You will receive an email notification when it is time to renew. If you wish to continue the delegation, log in to your My Case account and renew the delegation from your profile by clicking the Renew button beside the delegate's name. Your delegate will receive an email once you have renewed the delegation. Since they have already registered, they won't need to register again.

When your delegate no longer works for you or manages your cases, it is your responsibility to end the delegation. To do so, log in to your My Case account, go to your profile and click the Remove button next to the delegate's name.

Supervising a delegate

You will see when your delegate has read mail or sent correspondence to the IRB for any of your cases. Further, both you and your delegate will receive email notifications when correspondence is received for cases that you represent.

Renewing expired delegations

If you have not renewed a delegation​ within 10 days of receiving the reminder email, the delegate's access will be blocked for further use until you renew the delegation. See Responsibilities regarding delegates, above.

Ten days after the delegation expires, the delegate's name will disappear from your account and you won't be able to renew the delegation. You will need to reinvite the delegate.

Managing your mailbox

As the primary holder of the mailbox, it is your responsibility to remove items from the Mailbox view. When an item is removed from your mailbox, it is also removed from the delegate's mailbox. Note that the item remains in the case view, under Inbox.

For delegates

Registering

Counsel will enter your email address and other information in their profile and submit an invitation. You will receive an email notification with instructions. Follow the instructions and answer the questions, which are based on shared secret information. Once the process is completed, you will have access to the cases your counsel represents. A delegation lasts 60 days and will then expire. Counsel can renew or end your delegation at any time.

Managing your​ caseload

You can submit documents on your counsel's behalf. Only the person submitting the document will receive an email confirming receipt. When the IRB sends you or your counsel a document, both you and counsel will receive an email notification.

Managing your​ counsel's mailbox

As a delegate, only your counsel can remove items from their mailbox. The mailbox is not shared; rather, you have a view of your counsel's mailbox. Counsel will see when you have either sent correspondence on their behalf or read correspondence in the mailbox.

Being delegated by more than one counsel

You can see who you have been delegated by in the top banner of your main page. If you are a delegate for two or more counsel, you can toggle between them using the Switch Counsel button in the top banner of your main page, or you can select My Counsel from the left-hand navigation pane to choose which counsel's cases you wish​ to view.

Expired delegations

Counsel will receive a reminder email to either renew or remove your delegation. You will receive an email once your delegation has been renewed. Log in to My Case as usual.

If your delegation has been expired for more than 10 days, counsel will need to reinvite you. You will receive a new invitation email with instructions. You will be able to log in using​ your existing My Case credentials.