Technical - Online Licensing System

• Representatives
• Payments

Q. What are the minimum computer/technical requirements needed to access the National Online Licensing System?

A. In order to access the National Online Licensing System you need:

• A computer that is running a Microsoft® Windows-based operating system
• Internet connectivity that is serviced by an Internet Service Provider
• Microsoft® Internet Explorer version 8 or higher installed
• PDF reader installed

Q. My computer can normally access the Internet but I am using a different operating system or browser than specified in the minimum requirements. Is this okay?

A. While the minimum system requirements listed in the answer to question #1 above are the optimal computer setup, the National Online Licensing System may work with other specifications, such as: a different Internet browser (e.g., Chrome, Firefox, etc.) or another operating system (e.g., MAC OS, IOS, Android, etc.).

The new online licensing system was developed with the above-noted system specifications in mind. Fisheries and Oceans Canada offers no guarantee that the system will work on a computer with different specifications.

Q. Why can't I open the document that I download from the system to my computer?

A. Documents for download are in Portable Document Format (PDF). To access PDF files, you must have a PDF reader installed. If you do not already have a PDF reader, there are numerous PDF readers available for free download or for purchase on the Internet, including:

• Adobe Acrobat Reader
• Foxit Reader
• xPDF Reader
• xPERT PDF Reader

Q. I cannot access the system. What should I do?

A. Have you tried accessing other web pages such as http://www.dfo-mpo.gc.ca? If you cannot access any other pages, you likely have an Internet connection issue and you should contact your Internet Service Provider (e.g., Bell, Rogers, Shaw, Telus, etc.).

However, before you do so, try restarting your computer and Internet modem as many times this will resolve the issue. Power down your computer and monitor, and wait a few minutes. Turn both back on, and if you still can't access the web, remove and re-insert the power cord in your modem. This should cause your modem's lights to start blinking, which could take up to five minutes.

If you continue to have computer issues, seek outside technical assistance with your Internet Service Provider. If you can access other pages but cannot access the national online licensing system, please contact the client support line at 1-877-535-7307 or e-mail fishing-peche@dfo-mpo.gc.ca to report the issue.

Q. I am unable to print a document from the National Online Licensing System. What should I do?

A. Before printing a document, you first have to download it to your computer. To save a document, you need to right click on document link and select "save as". If you receive an error message when trying to save the document, please contact the National Online Licensing client support line at 1-877-535-7307, or e-mail fishing-peche@dfo-mpo.gc.ca to report the issue. Please provide the error message if possible.

If you are able to save and open the document, but cannot print it, you may have a problem with your printer. You should confirm that the printer cable is properly plugged into your computer and printer or that your wireless router is working properly if you have a wireless connection.

If you are still unable to print, you should either review your printer manual or seek outside technical assistance.

Q. I'm logged in, but I'm not getting what I need from the system. What should I do?

A. Client support is available to help you navigate the national online licensing system at 1-877-535-7307 or e-mail fishing-peche@dfo-mpo.gc.ca. If you need assistance with licensing transactions that are not yet available through the new system, client support will transfer you to Licensing personnel in your Region. The list of regional contacts is also available on this website.

Q. I've renewed my license using the system and need my documents urgently. How do I ensure I receive them on time? Can I be sure I will receive my email notifications?

A. If you have made your fee payments for the licence renewal with a credit card or debit card using the national online licensing system, the payment will be processed by the Department quite quickly. You will then receive an e-mail to inform you that a new notification has been added to your account on the system. In this case, the notification will tell you that a document has been added to your account. You may then choose “print documents” to get these documents.

Fish harvesters should also plan ahead for their licensing needs as this is a new way of doing business for both the Department and industry.

Q. What if I've lost my GCKey or forgot my password?

A. Contact GCKey support if you need to report a lost or stolen user ID or password at 1-855-438-1102. Customer Service Representatives are available to assist you by telephone, year round, 24 hours a day, 7 days a week.

Q. Is there a process in place for how and when the changes to new licensing system will be made?

A. Yes. New operational features will be announced as they happen over the course of 2013 and beyond.

Representatives

Q. My representative is telling me he is having trouble with the system and can't get me what I need. What do I do?

A. Client support is available to help your representative navigate the national online licensing system at 1-877-535-7307 or e-mail fishing-peche@dfo-mpo.gc.ca. You should first ensure, however, that you have authorized your representative to do the business he is seeking to do. There are three roles: financial, to complete your payments; administrative, to print your documents and receive notifications; and operational, to do all of your business (available later in 2013).

Q. How do I get a delegation code?

A. To get your delegation code, log on to the system and click the "Manage Representatives" hyperlink on the left-navigation menu. Under the "People you Represent" section, click the "Work as yourself" button. This will take you to the "Dashboard" screen, which is in a secure location of the Fisheries and Oceans Canada website.

Click the "View or request your delegation code/public identifier" link on the "Dashboard" screen to get to the "Your Delegation Code/Public Identifier - None Issued" screen. Next, click the "View or request your delegation code/public identifier" button and the "Your Delegation Code/Public Identifier" screen will appear with your delegation code.

Write this number down and keep it in a safe place.

Next, you should:

• Contact the fish harvester or harvesters who would like to appoint you as a representative.
• Give them your delegation code.
• Provide them with the instructions on how to log in to their account on the national online licensing system in order to take the steps necessary to appoint you as their representative.  You may want to advise them to watch the “Appointing a Representative” video (Transcript).

Q. Can I appoint a DFO employee to be my representative?

A. DFO licensing personnel, and other DFO employees whose duties and responsibilities relate to fisheries management, may not act as fishermen’s representatives. Any other DFO employee would require authorization from the Department, which would only be granted in cases where there are no conflict of interest concerns.

Payments

Q. My payment was refused. What do I do?

A. If you are making a payment with your credit card, call the bank who provided you with the card (toll-free numbers are listed on the back of your card) to ensure there are no issues with the credit card to make your fee payments with this card.

If the credit card is not the issue, client support is available to help your representative navigate the national online licensing system at 1-877-535-7307 or e-mail fishing-peche@dfo-mpo.gc.ca.

Q. How do I pay my licensing fees with my debit card?

A. To make a payment using a debit card, you must first be registered for online banking with your financial institution. Secondly, you must be using a debit card issued by Bank of Montreal, Royal Bank, Scotiabank or TD Bank because these four banks are the only banking institutions presently registered for online debit card payments made through the Receiver General Buy Button (RGBB). RGBB is the Government of Canada online payment process being used by the national online licensing system.

Q. I can’t seem to pay my fees using my debit card – is there something wrong with the system?

A. The National Online Licensing System is connected to a secure, third-party website where debit (and credit) card payments are processed. The payments are made to the Department through the Receiver General Buy Button – a Government of Canada online payment process. At present, the only four banking institutions presently registered for online debit card payments made through the RGBB process are the Bank of Montreal, Royal Bank, Scotiabank and TD Bank.

Q. I have a debit card from one of the four banks that are registered for online debit card payments, and I am registered for online banking, but I can’t get my payment to go through on the national online licensing system. What is wrong?

A. First, check to see if your debit card is a Visa debit card as these are not recognized through the RGBB payment process and cannot be used. If this is not the case, contact Client Support for assistance at 1-877-535-7307.

Q. How do I pay my licensing fees directly to my financial institutions (in person or through telephone or online banking)?

A. Like other bill payments made at a financial institutions, you must set up Fisheries and Oceans Canada as a payee and provide your national online licensing system account number to be able to pay your licensing-related fees in this method.

As of April 2013, participating financial institutions for bill payment services are:

• Bank of Montreal:
• Caisse Central Desjardins du Québec
• Caisse Populaire
• CIBC
• Credit Union Central of Canada
• HSBC
• National Bank
• Royal Bank of Canada
• Scotiabank
• TD Canada Trust