MyPEI Frequently Asked Questions - Technical Support

On this page:

• 

  Why isn’t my form populating with my current information?

• It says my account has been locked when I try to sign in. How do I get it unlocked?
• What if I lost access to the email address linked to my account?
• What if I forgot my password?
• How do I change my password?
• How can I change the email address associated with my account?
• Can I update my phone number, preferred name, date of birth or address over the phone?
• I've changed my name - how do I update this information in my Account?
• What are some tips on taking the photo of my identification for the online verification process?
• How do I record a video to get a Verified Account?
• My computer or phone won't allow me to take a picture or video to do the online verification, what do I need to do?
• Will I need to verify my identity every year?
• I’ve submitted my video. How long will it take for my video to be reviewed?
• How do I change my two-factor authentication method?
• My online verification was rejected, what do I do?
• What are some reasons my online verification might be rejected?
• The mailing address in my Basic MyPEI Account is incorrect, how do I get it updated?
• How do I remove services from MyPEI account that I no longer want to see?
• How do I delete my account?
• Can I deactivate my account after it is created, but not lose the information in it?

If the form is not showing the same information as you have entered in your MyPEI Account, you can update the information in the form. 

For enhanced security your account will be locked for 3 hours if there are 6 failed attempts to login. Wait 3 hours and try logging in again. If you forgot your password, choose 'Forgot Password?' from the login box to reset your password.

If you have forgotten or lost access to the email address linked to your MyPEI Account, please contact support. Our support team will provide further steps on keeping your information secure.

If you can’t remember your password, go to MyPEI Account Sign In and select 'Forgot Password?' from the login box.

Enter the email associated with your account and select the 'Reset Password' button.

You'll be directed to a screen titled 'Check Your Email.'

You should have an email titled 'Reset MyPEI Account Password' from mypei@gov.pe.ca. Select the 'Click this link to reset your password' link. If you don't see the email, be sure to check your spam or junk folder.

You will be redirected to a screen titled ‘Reset Your Password’ where you can enter a new password. Use the 'Show' button to confirm your entry is correct. Then select the ‘Reset Password’ button.

A confirmation screen titled ‘Password Change' will confirm your password was successfully changed. Select the Return to MyPEI Account login link. You can complete your login with your new password.

If you would like to change your MyPEI Account password, go to Manage Your Account and select Edit in the password section of Account Information.

To change the email address associated with your MyPEI Account, send an email to mypei@gov.pe.ca.

If you have a Basic MyPEI Account  you can update your phone number, preferred name and address when you are logged into your MyPEI Account or by calling 1-800-372-3588.

If you have a Verified MyPEI Account you can update your phone and preferred name when you are logged into your account or by calling 1-800-372-3588. In order to change your address it must be changed at the source of the record. Contact Access PEI to update the address on your driver’s license or voluntary ID. Once you do that, your information will be updated in your MyPEI Account.

If you have a Basic Account you can update this information anytime by selecting 'Update' for Legal Name when you are logged in.

If you have a Verified Account, you must first visit any Access PEI location to have your name updated for your driver's license or voluntary ID in their database; be sure to contact them to see what forms you may need to bring with you. 

Once your driver's license or voluntary ID is updated at Access PEI, the next time you are logged into your MyPEI Account you can select 'Update' for Legal Name in MyPEI Account and will be updated to match the change made at Access PEI.

Access PEI can provide you with a 'Replacement Card Form' to get your PEI Health Card updated.

It is important that the photos you submit are clear and that staff verifying your identity can read them.

• Take your photo on a contrasting background, dark backgrounds work best
• Make sure your ID is centered and in focus
• Review your photo before submitting

You will be asked to record a video of yourself if you want to verify your identity virtually, rather than in-person. You will be prompted to record the video after you have uploaded your documentation.

Ensure you allow your browser or phone to access your camera and that you are in a quiet place, there is good lighting and your face is centered in the circle before recording your video.

How it works:

• Go to MyPEI Account and complete the steps to create a Basic MyPEI Account. You will be provided the option to Verify your Identity.
• Select 'Start Identity Verification' and follow the steps to upload your necessary government-issued ID. Choose to verify your identity by sending a video.
• If you are wearing glasses, remove them before recording your video.
• After you start recording, you will be asked to say your full name clearly (you will have 10 seconds to complete the video). Make sure your face is centered in the video and easy to see (you can click ‘re-record’ if your video isn’t clear).
• Review and send your video by selecting 'use this video'.

Once submitted, someone will review your video. They will watch your video, compare your photo with the photo on your ID. The video will not be stored or used for any other purpose.

You will receive an email when your video has been reviewed. You can continue to access your Basic MyPEI Account services while you wait for your identity to be verified.

In order to take photos of your identification and record a video to get verified online you must choose to allow your Internet browser or mobile phone to have access to your camera and microphone first.

No. You will receive an email once a year asking whether you continue to consent to MyPEI Account permissions.

We review requests:

• Monday to Friday, 9 am to 5 pm
• In the order they're received

Usually, we review requests within 2–5 business days.

Please note:

• We will review requests sent over the weekend on the next business day
• After you've sent your video, do not try resending it. If you do, your request will go to the end of the queue
• Do not call the help desk to check the status of your request. They are not able to provide updates
• As soon as we've reviewed your video, we'll send you an email

During busy periods, it may take up to 5 business days.

• Login to your MyPEI Account.
• On the MyPEI Dashboard, select Manage MyPEI Account under the MyPEI Account Menu.  
• On the Manage Your Account page scroll down to Account Information.
• In the list, press “Edit” next to Two-Factor Authentication Method.
• Follow the detailed steps and switch to your method of choice for Two-Factor Authentication. 

Call 1-800-372-355, select option 1, and we will be able to guide you through the process. 

In order to ensure the security of your information, we have a rigorous verification process in place. Here are some common reasons an online verification might be rejected:

• We cannot read the driver’s license or voluntary ID photos. This could be due to glare, backlighting, or a blurry photo being submitted.
• We cannot read secondary identity document photos submitted. This could be due to glare, backlighting, or a blurry photo.
• We cannot accept the secondary identity document submitted. The accepted secondary identity documents are Birth Certificate, Canadian Citizenship Card, Permanent Resident Card, Certificate of Indian Status, Canadian Passport, Nexus Card, or an Official Immigration Document.
• We are not able to see you clearly in the video submitted.
• We are not able to hear you say your name in the video submitted.

Be sure to let the different government services know that you’ve moved, so your address is updated in all the right places (i.e. Health PEI, Highway Safety).

If you have only created a Basic Account, you can update this information when logged into your MyPEI Account. Please note that this will not update your address in any other systems, so you still need to call the other government offices.

If you have a Verified MyPEI Account you will need to send an email to mypei@gov.pe.ca to get your address updated.

You can revoke your consent to a service at any time.

To delete your account, send an email to mypei@gov.pe.ca.

To deactivate your account, send an email to mypei@gov.pe.ca.