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How to Use Client Care Support

The Client Care Department of Pardon Applications of Canada responds to inquiries in the order they are received, with PRIORITY status inquiries responded first.  Typically, you can expect to receive a response via email within 24-72 business hours.  If Client Care deems it necessary, you may be contacted by phone.

Please remember that Client Care is not a Call Centre. It is important to learn how to effectively communicate with Client Care, otherwise, your inquiry may not be responded.



ONLINE CLIENT SERVICES

Using your active 6-digit Account Number, you have access to the following direct requests & services with Client Care:

Request a File Update
Submit General Inquiry
Update Contact Information
Update Payment Method
Make a Secure Payment
Upgrade to PRIORITY Status
Pardon Fingerprint Steps
U.S. Waiver Fingerprint Steps



EMAIL

You may email Client Care directly via [email protected].
Your email MUST include your full legal name, 6-digit Account Number, and your exact question/inquiry.

Example email:
ACCEPTED:   “Hi, this is JOHN SMITH #123456 requesting an Update on my file.  Thank you”.
ACCEPTED:   “Hi, this is BARB DOE #245632 requesting clarification on the SQ Kit I received.  I’m not sure if I’m doing it right.  Thank you.”

NOT ACCEPTED:   “Hi, can I please get an update?”.
NOT ACCEPTED:   “please call me back”



TEXT

You may text Client Care directly via 613-703-1958.
Your text
MUST include your full legal name, 6-digit Account Number, and your exact question/inquiry

Example text:
ACCEPTED:   “Hi, this is JOHN SMITH #123456.  I have a question about payment program”.  
ACCEPTED:   “Hi, this is BARB DOE #245632 a bit unsure of where to go for fingerprinting.”
NOT ACCEPTED:   “where are we at in this process?”.
NOT ACCEPTED:   “Hey it’s John Smith, msg me back please”.

 



PHONE

During standard business hours, you may contact Client Care by phone to either access LIVE Support or leave a voicemail message.
Your voicemail MUST include your full legal name, 6-digit Account Number, and your exact question/inquiry.

Call 866-383-9744

If LIVE Support IS currently enabled by Client Care, you’ll be immediately connected to an Officer.
If LIVE Support IS NOT currently enabled, press “2” to leave a detailed voicemail.

Example voicemail:
ACCEPTED:   “Hi, this is JOHN SMITH #123456.  I just got my Pre-Government submission kit and have a question about which document I sign”.  
ACCEPTED:   “Hi, this is BARB DOE #245632 wondering what my balance is and when my next payment is due.”
NOT ACCEPTED:   “John Smith, #123456”.
NOT ACCEPTED:   “Hi it’s Barb, what’s my balance please?”.