Open the CRA account-help page directly. It separates credential recovery, multi-factor authentication, locked accounts and service availability so you can choose the route that matches the problem.
First, identify where sign-in failed
Think about the last successful sign-in. Did you use a CRA user ID, a Sign-In Partner such as your bank, or a provincial partner? Those credentials are not interchangeable.
| Where the problem happens | What to check next |
|---|---|
| The CRA user-ID or password screen | CRA's forgotten-credential instructions |
| Your bank's Sign-In Partner screen | The bank's official sign-in help; use CRA help if the problem occurs after you return to CRA |
| A one-time code or another verification step | CRA's MFA help and the other method you already enrolled, if one is available |
| A message saying the account or credentials are locked or revoked | CRA's matching locked-account or revoked-credential route |
| A service-unavailable or browser message | CRA's account-availability and browser information before changing credentials |
Write down the error wording privately. “Password rejected before verification” is more useful when asking for help than “the website does not work.” Do not put a password, security answer or one-time code in that note.
Forgot your CRA user ID or password?
The CRA user-ID and password guide gives separate recovery routes. On the official sign-in page, choose CRA user ID and password, then the relevant forgotten-ID or forgotten-password link.
For user-ID recovery, CRA asks for identity and tax-return information plus the security questions created during registration. Password recovery starts with your CRA user ID and those security questions. Read the current prompts before starting so you can prepare the information locally.
If you cannot answer a required question, stop guessing. Return to CRA's alternative access or assistance route. A new password does not automatically solve a separate problem with MFA, identity verification or a revoked credential.
Information requested inside CRA's genuine recovery process belongs there. Romii does not need your social insurance number, tax-return amounts, security answers or login codes to explain the route.
Can you sign in but not receive the verification code?
That is a different problem from forgetting a password. CRA's multi-factor authentication guide says to use another MFA option you already enrolled if you can no longer receive a code by the original method. If no enrolled option works, use CRA's official contact route.
Do not assume there is a universal bypass when a previous phone number is unavailable. Re-registering with different credentials does not promise that existing identity or MFA requirements will disappear.
Avoid changing several settings in different browser windows while you are unsure which step failed. Work from the actual error and keep one clear record of what happened; that makes the next conversation easier.
The account says locked or revoked
CRA's locked-account guide says too many incorrect entries can lock access. Its general recovery routes are registering again or contacting CRA to have the account unlocked.
If the lock came from too many incorrect MFA one-time passcodes, CRA says a temporary lock lasts 30 minutes. After that, you can try again or use another method you already enrolled. Three temporary MFA lockouts can lead to a permanent lock that requires contacting CRA. Follow the exact message on your screen because other lock types can have different recovery steps.
Revoked CRA credentials have their own instructions in the user-ID guide. Another existing sign-in method or registration again may be available, but identity verification and existing MFA requirements can still apply. A new credential is not a new tax file or a way around an account restriction.
Before contacting support, prepare a short description: the sign-in method, the precise error, the stage where it occurred and which official recovery step you already tried. Keep identity documents ready only if the official process requests them through its proper channel.
Need to check a payment while access is unresolved?
An access problem does not establish that a benefit stopped or a payment was cancelled. Those are separate records. Use the paying agency's public contact instructions for the payment question while handling account recovery separately.
Our CCB payment-check guide focuses on the benefit record, and the Ontario Trillium guide organizes the relevant payment checks. Neither requires you to disclose CRA credentials to Romii.
If your immediate task is changing CRA banking details, use the CRA direct-deposit instructions. CRA says direct-deposit enrolment and updates are not available by telephone; asking about account access is separate from requesting a banking change.
The useful outcome is knowing which access problem you have and following its genuine recovery route. You do not need to try every possible password or give a third party your login details to take the next step.