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Calgary Police Service
Police Information Checks (VA)
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FAQ

  1. Processing Time: How long does it take to process a PIC?
  2. I can't remember my password, what can I do?
  3. I can’t access my account, what can I do?
  4. Why did I fail the authentication process?
  5. I have completed the authentication process, but my application still hasn’t been confirmed as submitted, why?
  6. It’s been longer than 90 days since my Police Information Check was completed, why can’t I access my results?
  7. I forgot my username for my account, what can I do?
  8. How long is a police information check valid? Is there an expiry date?
  9. I have a criminal record. Can I still apply for a Police Information Check?
  10. Do I need to live in Calgary to get a PIC from Calgary Police Service?
  11. I am expecting a voucher from my volunteer organization. What do I do?
  12. I have received an email voucher invitation from volunteer organization. What do I do?
  13. What if I don't disclose all the pages of my police check, or alter the information prior to showing it to an employer?
  14. Is the volunteer letter I received from my organization a voucher?
  15. My Account has been locked for 24 hours. What happened?
  16. My Account has been locked for 1 hour. What happened?
  17. I can’t find my downloaded document. What do I do?


  1. Processing Time: How long does it take to process a PIC?


    While we make every effort to complete PICs in a timely matter, we are unable to provide an exact processing time. Processing times can vary depending on a variety of factors: whether any follow up with another police service is required, files need to be reviewed, fingerprinting needs to be completed, or the volume of PICs received. You can locate our current processing date on our main web page.

  2. I can't remember my password, what can I do?


    The Police Service cannot access or reset passwords. Use “Forgot Password?” on the Secure Login page or the top right of the Police Solutions website.

    To reset your password, you must know your:
    • User Name
    • Email Address
    • Answer to one of your chosen Security Questions

    NOTE: Keep your original registration email for future access.

    (If you cannot reset your password, you must create a new account with a different email address.)

    Multiple sites exist (e.g., standard PIC, Volunteer Alberta PIC).
    • Accounts are not linked between sites.
    • You must register a separate account for each site you use.

  3. I can’t access my account, what can I do?


    Here are some account tips:
    • Search your inbox for your original Police Solutions registration email (contains your Username and Security Question details).
    • Confirm you’re using the correct website link from your registration email. Each site requires a separate account.
    • When resetting your password, enter your Security Question answers EXACTLY as originally registered (Answers are case sensitive).
    • Do not use auto fill. Manually type your Username, Password, and Security Question answers.
    • For online accounts, your 2 step verification code must be used within 5 minutes. This code is not your password.
    • Try a different device or browser.
    • If you still cannot access your account and need a new check, create a new account with a different email address.

  4. Why did I fail the authentication process?


    The authentication process requires an established Canadian credit history (e.g., credit cards, loans, cell phone accounts, chequing accounts, car loans). Questions are generated from your TransUnion credit file.

    Authentication may fail due to:
    • Incorrect answers
    • No or limited credit history
    • Being new to Canada
    • Navigating away from the page or session timeout
    • Not answering timed questions quickly enough

    Authentication failures can indicate that your credit file needs updating. Contact TransUnion if you believe your information is inaccurate. To review or correct your credit file, request your personal credit report from TransUnion:
    They can explain any information after verifying your identity.

    Should you fail the online authentication you will be required to upload 2 pieces of ID for manual authentication – please monitor your email for messages from [email protected]

  5. I have completed the authentication process, but my application still hasn’t been confirmed as submitted, why?


    Sometimes extra documents are required to verify your identity. When this happens, our unit completes the authentication manually. Your documents are reviewed in the order received.

    You will be notified by email if we need more information and when the process is complete.

    Manual authentication takes time. We appreciate your patience. Once finished, your application will show “Submitted to Police” on Shield #6.

  6. It’s been longer than 90 days since my Police Information Check was completed, why can’t I access my results?


    Your Police Information Certificate is only available in the system for 90 days from the date it was completed. Police Information Checks are a picture in time and have the potential to change in the future. To maintain a balance between convenience and public safety the results will only be available for 90 days.

    We recommend you download and save a copy so you can continue to access it after it is no longer available in the system.

  7. I forgot my username for my account, what can I do?


    Please use the "Forgot Username?" link on the Secure Login page or in the upper right corner of the Police Solutions website. To retrieve your username, you will need your email address and the answer to one of the Security Questions you selected when you registered your account. Please note, we have multiple websites and if you have registered in one site and require a different type of check you will need to create a separate account for each site.

  8. How long is a police information check valid? Is there an expiry date?


    Police information checks are only valid on the day they are issued. The police do not determine an expiry date; it is up to the agency/employer to decide how long they are willing to accept a police information check.

  9. I have a criminal record. Can I still apply for a Police Information Check?


    Yes, your criminal record will show on your result letter. During the application process, you can fill out a “Self-Declaration form” – this is where you will be able to list your criminal convictions, pending charges etc. Once your police information check is processed, we will confirm the information you provided on your self declaration form and send your letter to your mailing address. The onus is on you to share this letter with the agency.

    If you choose not to fill out the Self Declaration form, you will receive an email requesting you to set up an appointment and attend the Westwinds location to obtain your Police Information Check results letter.

  10. Do I need to live in Calgary to get a PIC from Calgary Police Service?


    Yes, you must reside in Calgary to apply for a police information check. Voucher applications cannot be redeemed by people who do not live in the City of Calgary.

  11. I am expecting a voucher from my volunteer organization. What do I do?


    You cannot redeem your voucher until you have received an email. The email will include a unique URL link for you to access one of our police information check sites. Once you click that link you will see a blue Incomplete Application with a dollar sign logo and ‘Voucher’ label on your dashboard. Please click the #1 Shield to proceed with your voucher application. You must click through ALL shields/steps to complete your application.

  12. I have received an email voucher invitation from volunteer organization. What do I do?


    • If you receive an email invitation voucher, use the unique link in the email to redeem it.
    • The link will take you to either the standard PIC site or Volunteer Alberta site, depending on your agency.
    • After clicking the link, register as a new user or sign in to your existing account.
    • If you already have a MAIN (standard PIC) account, you must create a separate VA account if your voucher is for the Volunteer Alberta program.
    • After logging in, an Incomplete Application with a dollar sign icon will appear on your dashboard—open it and complete the shields/steps to apply.
    • Do not click “New Application”, as it creates a separate application and additional fees.
    • Refunds cannot be provided for applications submitted in error.

  13. What if I don't disclose all the pages of my police check, or alter the information prior to showing it to an employer?


    The Calgary Police Service applies a security seal to certify documents. If a person deliberately alters the Police Information Check result document, it could result in criminal charges.

    If an agency/employer has any questions about the validity of the document, they can contact us at [email protected].

  14. Is the volunteer letter I received from my organization a voucher?


    • No. A voucher is not the same as a volunteer letter.
    • To receive the discounted volunteer rate, you may apply as a volunteer using an official volunteer letter from your organization (must meet required criteria).
    • A voucher is an email invitation from your organization containing a unique link that directs you to either the MAIN Calgary Residential site or Volunteer Alberta (VA) site.
    • You must redeem the voucher by following the unique URL in the email.
    • Some agencies still require you to upload a volunteer letter, but if your voucher is for the Volunteer Alberta module, the letter is not required.

  15. My Account has been locked for 24 hours. What happened?


    You entered incorrect information while attempting to reset your password or retrieve your username. Try again after 24 hours.

  16. My Account has been locked for 1 hour. What happened?


    When asked if you are currently a resident of Calgary, you selected NO which prompted the system to lock you out for 1 hour. Once the hour is up, you’ll be able to enter your account again and create an application. Just make sure to answer YES when asked if you a currently a resident of Calgary.

  17. I can’t find my downloaded document. What do I do?


    When your online application is complete, you’ll receive an email notifying you that your results are ready. Log in to your account and click the red seal icon to download your document.

    If you can’t find the downloaded document:
    • Check the Downloads/Files folder on your device.
    • Try downloading with a different browser.
    • Try using a different device (laptop, desktop, or another mobile device).