Frequently Asked Questions

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Use the Forgot your password? option on the login page to enter your email address associated with your CAPIC Connect account. You will then receive an email with password reset link from no-reply@capic.ca.

Follow the instructions on the password reset page to enter your email address associated with your account and your new password. Your new password should contain at least 6 characters, with at least one lowercase letter, one uppercase letter, and one non-alphanumeric character (symbol).

Once your account is upgraded, your existing password will stop working and you will start receiving an "Invalid login" message. You will need to change your password by using the Forgot your password? option on the login page and then follow the instructions as listed above.

After you reset your password, please ensure you are using your existing User Name (not your email address) and the new password to log into CAPIC Connect.

  1. Upon successful login with your new password, proceed to PROFILE section through the left menu.
  2. Click the Login Details tag and then click the Update Login Preferences button.
  3. Select Two-Factor Authentication.
  4. Select Add authenticator app.

For Microsoft Authenticator App:

  1. Download and install the Microsoft Authenticator app through the app store.
  2. Upon successful installation of the app, open the app and click the menu icon > Add Account.
  3. Select Other account (Google, Facebook, etc.)
  4. Scan QR code on CAPIC Connect.
  5. In the app, select CAPIC Connect to retrieve the one-time password code, and enter this code to the Verification Code input field to finalize the process.
  6. Keep the recovery code in a safe place.  You may use the recovery code in case you do not have access to the authenticator app.

For Google Authenticator App:

  1. Download and install the Google Authenticator app through the app store.
  2. Upon successful installation of the app, copen the app and click the add icon + > Scan a QR code.
  3. Scan QR code on CAPIC Connect.
  4. Under CAPIC Connect, you will find the verification code.  Enter this code to the Verification Code input field to finalize the process.
  5. Keep the recovery code in a safe place.  You may use the recovery code in case you do not have access to the authenticator app.

Recovery codes are intended to be use as a backup in the event you do not have access to the authenticator app. Each recovery code can only be used once. If you have used all your recovery codes, you can go to the following location to obtain a new set*:
PROFILE > Login Details > Update Login Preference > Two-Factor Authentication > Reset recovery codes > Generate Recovery Codes

*After generating a new set of recovery codes, the old set of unused recovery codes will no longer be valid.