Frequently Asked Questions

  1. Why am I being asked to create a GO Secure account?
    • The GO Secure ID will become your User ID to access the service.
  2. What email address should I use?
    • The email address must exist and you must have access to it.
    • The email address you choose should preferably be one that you use on a regular basis.
    • GO Secure will not accept the same email twice (i.e. an email address can only be used to create one account).
  3. Why is my GO Secure ID (username) my email address?
    • We have made the GO Secure ID or account name the same as your email address to make it easier for you to remember.
  4. I tried to create a GO Secure account and it tells me that the email address is already in use.
    • This means that either you created a GO Secure account in the past using the email address or someone created a GO Secure account on your behalf using that email address.
    • If this is your GO Secure account, you should try to access it using your GO Secure password or the "Forgot your password" option described below.
  5. I cannot get into my GO Secure account/I forgot my password.
    • If you have forgotten the password you can reset the password using the "Forgot your password" option on the login page.
    • If you have forgotten your password security/challenge answers; entering them incorrectly five times will give you the option of having a temporary password sent to your email address.
    • If you do not know your GO Secure ID/User ID (your email address), you will have to contact the Ministry Help Desk associated with the application or service you are trying to access.
  6. Why did my screen jump back to the log in page?
    • The session (access) is closed if there is no activity for a period of time to protect the information you are able to access through your GO Secure account.
  7. Why do I have to create challenge/security questions and answers?
    • Your challenge/security questions and answers allow you to use the Forgot Your Password self-service function to reset your password.
    • If you click the "Forgot your ID or Password" link you will be asked to answer all three questions correctly.
  8. How do I answer the challenge/security questions?
    • You should choose questions that, for you, have a clear and simple answer.
    • If you choose a question that has more than one answer (you have more than one brother), remember a rule about your answer (example, "I will always pick the youngest").
    • The answers should not be public knowledge.
    • Do not repeat a word from the question in the answer.
  9. Why have I been asked to change my password?
    • You are asked to change your password every 120 days to make it more difficult for people to break into your account.
    • You will not be able to use any one of the last 8 passwords that you previously used.
  10. What does the "Login PKI Login" button do?
    • This login mechanism is for users that are issued special security certificates for access.
  11. My email address has changed, what do I do?
    • You will be able to change your GO Secure ID to the new email address via the GO Secure Profile page. See "How do I make changes to my GO Secure account".
  12. How do I make changes to my GO Secure account?
    • Your GO Secure Profile pages enable you to change the details entered when you created your account (email address, name, password, challenge questions and answers).
    • You can access the GO Secure Profile page via a link on your application landing page or by clicking the "GO Secure Profile" link on the left-hand side of the GO Secure Login page and logging in.
  13. I think someone else knows my password and/or challenge/security answers, what should I do?
    • You will need to go to your GO Secure Profile page and change your password and challenge/security questions as soon as possible. See "How do I make changes to my GO Secure account?"
  14. Who do I contact with issues and enquiries?
    • If you have questions or issues that cannot be resolved by the online help, please contact the Ministry Help Desk that you would normally contact regarding the service or application related to your GO Secure account.
  15. I didn't get my 'GO Secure Login - Registration Confirmation' email. What do I do?
    • Check your trash, spam or junk folder for the email.
    • Wait a period of time and check your email again. The delivery of the email may have been delayed.
    • Contact the Ministry Help Desk associated with the service/application.