You submitted your eTA application, expected a quick approval email, and instead got a message saying more information is required. The application status now reads something like “Information Requested,” and your flight is sitting on the calendar.
This status is not a refusal. It means a human reviewer has looked at your application and flagged something that needs clarification before a decision can be made. It’s a normal part of the process, one that resolves for most people who respond clearly and promptly. What you do in the next few days matters more than the status itself.
If you want to track where things stand while you gather your documents, the article on checking your Canada eTA application status explains exactly how the status tracker works and what each status label means.
Common Reasons Your eTA Application Might Need More Information
The eTA application asks questions about your background, travel history, health, and criminal record. Anything that suggests a closer look is warranted can generate an information request. The most common triggers fall into a few categories:
Travel or immigration history. Previous visa refusals, overstays in other countries, or complex travel patterns across multiple countries can prompt a request for more context. Officers want to understand the pattern, not just see the flag.
Criminal history. A conviction, charge, or caution (even one that’s spent or expunged in your home country) can surface in background checks. Canada’s inadmissibility rules cover involvement in criminal activity, organised crime, and security-related matters, so anything in this area is likely to generate a request.
Health grounds. Certain medical conditions can affect admissibility. If your application answers triggered a health review, you may be asked to provide documentation from a physician or to undergo a medical examination.
Financial concerns. Officers assess whether you can support yourself during your stay. If something in your application raised a question about this, you may be asked to show evidence of funds.
Identity or document issues. A discrepancy between your passport details and what you entered on the form, even a minor one, can hold an application. This is one of the most avoidable triggers, and one of the most common.
Here’s a quick reference for the types of requests and what they typically involve:
| Type of information requested | What you’re likely being asked to provide |
|---|---|
| Travel or immigration history | Documents related to your travel or immigration history |
| Criminal record | Documents related to criminal record |
| Health or medical | Medical documentation or examination results |
| Financial situation | Evidence of funds for your stay |
| Identity or passport discrepancy | Clarification or correction of identity or passport details |
Understanding the Specifics of Your Information Request Letter
Before you gather anything, read the letter carefully. The request will tell you specifically what IRCC needs: not a general category, but the actual documents or explanations required. Treat that letter as a checklist.
A few things to note as you read it:
- The deadline matters. The letter will indicate the importance of a prompt response. Respond as quickly as possible, as delays can affect the outcome of your application.
- The instructions are specific. If the letter asks for a police certificate from a particular country, a general character reference will not substitute for it.
- The format may be specified. Follow the instructions carefully.
If your email address has changed since you applied, update it immediately using the web form IRCC provides: otherwise you risk missing follow-up correspondence entirely.
Also check your junk mail folder. Automated emails from IRCC are routinely caught by spam filters, and it’s possible you’ve already received follow-up messages you haven’t seen.
Gathering and Submitting the Requested Documents and Details
Once you know exactly what’s being asked for, work through it methodically. Don’t submit partial responses in the hope that something is better than nothing: an incomplete submission can slow the process further or result in a refusal.
For criminal record requests: Police certificates need to come from the relevant authorities in each country where you’ve lived or been charged. Processing times for these vary by country, so request them immediately. This is often the step that takes the longest.
For travel history: Gather copies of old passports if you have them, along with any visa documentation. If you’ve had a refusal from another country, include the refusal letter and a brief, factual explanation of the circumstances.
For health-related requests: Follow the instructions in the letter precisely. If a medical exam is required, it must typically be conducted by a specific type of medical professional as instructed.
For financial documentation: Bank statements covering recent months are the standard. An employment letter confirming your salary and leave approval can also help establish ties to your home country, which officers weigh when assessing whether you’ll leave Canada at the end of your stay.
For identity discrepancies: If there’s a mismatch between your passport number and what you entered on the application, this is a serious issue. An incorrect passport number on an eTA application can prevent travel to Canada entirely. If the error is in an already-approved eTA, you would need to reapply with the correct number. If the application is still under review, address the discrepancy clearly in your response.
Submit everything the letter asks for at once, through the channel specified. Keep copies of everything you send.
What Happens After You’ve Provided the Additional Information?
Once IRCC receives your response, the review continues. Processing can take several days. This is normal for applications that have already moved past the initial automated stage. If your application requires extended processing, you can expect an email within 72 hours of your initial application outlining next steps.
Three outcomes are possible:
Approval. You receive an email with your eTA number. The eTA is electronically linked to your passport, so you don’t need to print anything: airline staff will scan your passport at check-in to confirm it.
Further information request. Less common, but it happens. If the documents you provided raised additional questions, you may receive another request. Treat it the same way. Read carefully, respond completely, respond promptly.
Refusal. If the information you provided doesn’t satisfy the officer’s concerns, the application can be refused. A refusal is not the end of the road (there are options) but it’s worth understanding what follows. The article on what happens after a Canada eTA refusal covers the next steps in that scenario.
You can monitor where things stand using the IRCC Application status tracker. If it’s your first time using it, you’ll need to create an account with your unique client identifier (UCI), application number, name, date of birth, and place of birth. Status updates appear after you’ve received an acknowledgement of receipt.
Keep your eTA number once approval comes through. You’ll need it if you ever have to contact IRCC or check your status again.
Avoiding Delays: Tips for a Smooth Resolution to Your eTA Application
Respond before the deadline, not on it. If you’re waiting on a document from an authority, start that process the same day you receive the information request.
Don’t leave anything out. A partial response is treated as incomplete information. Providing false or incomplete information can result in being denied entry to Canada, even after an eTA is issued. If you genuinely cannot obtain a document, explain why in writing and provide whatever alternative evidence you can.
Match your documents to your application exactly. Your name, date of birth, and passport number in any documents you submit should match what’s on your application. Discrepancies create new questions.
Keep the email address current. If you’ve changed your email since applying, update it through the IRCC web form. A missed email at this stage can mean a missed deadline.
Don’t book flights until you have approval. Obtaining an eTA at the last minute may not be possible, depending on your situation. If you’re in an information-requested status, your travel dates are genuinely at risk until you receive a decision.
FAQ
How long do I have to respond to an eTA information request? The information request letter will provide instructions for your response and will indicate the importance of a prompt response. Start gathering documents immediately, especially if any of them require time to obtain.
Can I check the status of my eTA application while my additional information is under review? Yes. You can monitor your application using the IRCC Application status tracker. You’ll need to create an account the first time, using your UCI, application number, name, date of birth, and place of birth. Status updates appear once you’ve received an acknowledgement of receipt from IRCC.
What if I can’t provide all the requested documents? Provide what you can and explain clearly in writing why a specific document isn’t obtainable (for example, if records were destroyed or a government authority won’t issue the certificate). Providing incomplete information without explanation is more damaging than acknowledging a gap and explaining it. Providing false or incomplete information can result in being denied entry to Canada.
Is it possible my eTA will still be refused even after providing the information? Yes. Submitting the requested information restarts the review; it doesn’t guarantee approval. If the documents confirm something that makes you inadmissible, such as a criminal conviction that meets Canada’s inadmissibility criteria, the application can still be refused. That said, many information requests are resolved with a straightforward document submission, and approval follows.
Who can I contact if I have questions about my specific information request? IRCC is the only body that can answer questions about your specific file. Contact details are available on the official IRCC website. Keep your application number and UCI ready when you reach out, as these identify your file.
Common Mistakes That Slow Down or End the Process
Ignoring the deadline. The information request letter will indicate the importance of a prompt response. Read the letter the day you receive it and begin responding immediately.
Sending the wrong documents. If the letter asks for a police certificate from Country A, a character reference from your employer doesn’t satisfy it. Match what you send to what was asked, item by item.
Assuming a quick response means everything is fine. An automated acknowledgement that your documents were received is not an approval. Wait for the actual decision email before making travel arrangements.
Not checking junk mail. Spam filters catch IRCC emails regularly. If you’re waiting on a response and haven’t heard anything, check your junk folder before assuming nothing has happened.
What to Do If Your eTA Is Refused
If the review does not go in your favour, it helps to understand your options before making any further travel plans. The article on what happens after a Canada eTA refusal walks through the next steps in detail.
An “Information Requested” status means the process is still open: not closed against you. Read the letter, identify the exact documents needed, gather them as quickly as possible, and submit a complete response before the deadline. That’s the sequence that resolves most of these cases.