Advise for drivers who enter incorrect travel information into the ArriveCAN app

Professional truck driver entering his truck long vehicle and holding thumbs up.
Professional truck driver entering his truck long vehicle and holding thumbs up.

Transport Canada reached out to colleagues at PHAC regarding the ArriveCAN issue you flagged earlier this week. Of note, they recently received a similar request from another carrier, and have contacted them to provide direct support.

For your awareness, in the event that a driver incorrectly inputs information when registering for ArriveCAN (e.g., doesn’t select that they are an exempt worker), there are a few options to resolve this issue:

  • If the driver has not yet crossed the border, and:
    • They have not submitted the information, they can simply select the “go back” arrow in the top left to make any necessary edits; or,
    • If they have already submitted their information, they may resubmit with the accurate travel information by simply selecting “mode of entry” and proceeding as usual (this will over-write the previous receipt).
  • If the driver has already crossed the border, and they incorrectly selected that their travel was for a non-essential purpose, they will be prompted to complete their quarantine reporting which will continue until the end of the requisite 14 day period, preventing further travel submissions to be completed during this time.

If this is the case, they can contact the ArriveCAN technical support team, who will clear their account and help them to develop a new application: https://www.canada.ca/en/public-health/services/diseases/coronavirus-disease-covid-19/arrivecan/contact-us.html. Alternatively, while their primary account is being looked into, if the driver has a second email address, they can create a new account within ArriveCAN and submit with the correct information.

We have also been advised that CBSA and PHAC are working with industry partners to develop educational videos for drivers, which will provide further information on registering and using the ArriveCAN app. Hopefully these tools, along with the ArriveCAN troubleshooting web page, https://www.canada.ca/en/public-health/services/diseases/coronavirus-disease-covid-19/arrivecan/help.html#a8 will help to mitigate these types of issues moving forward.

Mike grew up on a beef farm in rural Southwestern Ontario in Huron County and began his career in the Trucking Industry in 1990 at the age of 18. Mike spent three years working for a local carrier Hauling Livestock and bulk agriculture products. At the age of 21 Mike went to work for a long Haul Refrigerated and general freight carrier and spent 5 years hauling freight in all 48 US Mainland States and 6 Canadian Provinces. The Carrier then opened a Certified Driver Training School in 1998 and Mike came off the road to become one of the Schools First Certified Driver Trainers. In 2000 Mike Transitioned into Safety and Compliance for the Fleet, while still working part time as a Trainer for the School. In 2002 Mike moved over to a Private Fleet and became the Safety, Compliance, Maintenance and Training manager for the Hensall District Co-operative’s Commercial Trucking Fleet. Mike spent the next 12.5 years with Hensall and oversaw the Fleets as it grew from 40 Trucks in 2002 to over 160 in 2015. In January of 2015 Mike moved into the Trucking Association business and was named the President of the Private Motor Truck Council of Canada, where he remains in his current role.