Frequently Asked Questions

Where can I find MyCreds instructional videos?

For step-by-step guides on using MyCreds, including sharing documents and buying credits, click here. 

I graduated before 2020. How can I get my documents?

• Pre-2020 Graduates: MyCreds launched in 2021; contact your institution if you graduated earlier and need documents. 

• Non-Participating Institutions: If your school hasn’t joined MyCreds, encourage them by visiting mycreds.ca.  

How to register and login to your account

• Ordering: You can order your documents through your institution’s registrar or student records office. You will receive an email from MyCreds when we receive the document. If you’re with a MyCreds school, they might also automatically email you documents to your email addresses on file.  

• Registration: Register for an account through the email from MyCreds when your documents are issued to you.  

• Password Issues: Reset via “Can’t Sign In?” using your registered email. 

• Login Issues: Confirm with your institution if MyCreds applies to you and request documents directly from your institution. 

See also “Requesting documents”.

I tried to sign in via “Sign in with your institution”, but mine is not on the list.

Colleges and universities have different sign-in methods. If yours is not on the drop-down list, they might not yet have joined. If they have joined and sent you an invitation message, you have to sign in by entering your email address and password on the MyCreds login page. If your school has not joined, you can contact them directly.

Make sure you use the same email address that you used to register. If you signed in through a third-party like LinkedIn, you must continue to use that method until you link your email addresses to the account.

I don’t remember my password.

You can reset the password for your MyCreds account by clicking on the “Can’t Sign In?” link on the MyCreds login page. This will send a reset password email to your student email address.

Make sure you specify the same email address that you used to register.

I can’t login. The system tells me that my username or password is invalid.  What do I do?

You may not have an account so will need to continue requesting your documents and credentials directly from your institution. Contact your issuing institution directly ask if they are using MyCreds. If they are not, encourage them to do so by visiting mycreds.ca for more information.

If your college or university did notify you to use MyCreds, make sure you are using a valid username. You can reset the password for your MyCreds account by clicking on the “Can’t Sign In?”‘ link on the MyCreds login page. This will send a reset password.

I reset my password using "Can't Sign In?", but I have not received an email.

Please check the following:

• Your spam folder.
• Make sure you used the same email address as the one you used to register.
• Please note that the reset password email will be sent to the primary email address that you have set for your MyCreds account.

If issues persist, please contact the Registrar’s Office at your college or university.

I can’t see any documents in my MyCreds account. What do I do?

Please contact your Registrar’s Office. Make sure to provide details including the email address you used to log in MyCreds account and your student ID number assigned by your college or university.

How do I view my new or updated pay to share document?

When you sign in to your MyCreds portal, you will be presented with a list of all your documents. Click on the document you would like to open. If this is your first time opening a new document or updated document, you may see a Payment required notice. You must have at least one share credit associated with your document to view your document. If you see the Payment required notice, you must purchase at least one share credit. After at least one share credit is purchased, you can open and view your document at any time until it is updated, even after you use the share credit.

Make sure you require an official document prior to making any purchases. Credits are only used when sharing, not for viewing. 

Other helpful tips: 

• Viewing Documents: Access by clicking the link in your MyCreds email. Purchase one share credit to view updated documents. Learners who have received documents before can login directly to their MyCreds account. 

Does opening my document use up my share credit?

No, opening your document to view it does not use up your share credit. Your share credit will stay in your account until you decide to share your document by clicking the blue “Share” button. Viewing does not consume a share credit.

Do I have to purchase a share credit every time I want to view my document?

No, you must purchase at least one share credit the very first time you want to view your document or when the document is updated and you have no share credits associated with the document (ie. zero share credit balance).

Will I still be able to view my document after I use up its share credits?

Yes, if your document has not been updated with new information. If your document has been updated with new information, you will need to purchase at least one share credit to view and share it.

Why can I still view some of my documents without purchasing share credits?

After February 23, 2022, only documents newly added or updated to your MyCreds account will require the document to have a shared credit associated with it before you can view and share it. You can continue to view and share previously issued documents that have not been updated or new documents with a non-zero share credit balance.

My email address assigned by my college or university is no longer active. How do I login and access my records?

If you have linked your personal email address with your MyCreds account then please try accessing documents by logging into the MyCreds login page with your personal email address.

If you have not linked your personal email address with your MyCreds account then you will have to request that the Registrar’s Office at your college or university re-issue your documents to your personal email address.

I would like to share my credentials with an organization that is not listed as a "registered organization".

Not all organizations are set up as “registered organizations”. You can still provide them access to your documents and credentials.

Please share using the “Generate a link to my documents” option and specify the recipient email in the “Recipient Email” field on the “Document sharing” form. This will send an email to the recipient with the link to access the document.

How do I know my document or credential reached its destination?

When you first share a document, a notice appears in the top right-hand corner of your screen to let you know your share was successful.

When you open a document or credential in your MyCreds account, you will find a summary at the top right part of your screen called “History”. Click on this to see the summary of activity for that document.

Can the recipient still view my shared document after it has been updated?

How do I cancel sharing of my document?

Yes. Click on “Sharing” (located in the left navigation bar), and make adjustments by clicking on “Disable”. This button is located on the far right side of any document or credential in your MyCreds account. You can also extend and change the time period for access through the same “Sharing” link.

Note: it is not possible to cancel a share of a document after you have sent it to someone.

Why hasn’t the receiver received my share?

• Please ensure that the email address to which you sent your documents is correct. To verify the email, navigate to the “Sharing” section in the top menu and view all your shares. Select the share to view the details page. If the email is correct, then you can choose to “Resend” the email notification.
• The notification email may potentially be directed to the recipient’s spam or junk folder. It is important to confirm with the recipient that they have received the email and to ensure that they open the shared link using the same email address to which the notification was sent.

If the shared email address is incorrect, you will need to create a new share to correct the email address.

How can I check if my share was accessed?

There are two ways to check:

1. Navigate to the Document detail view and select “History” at the top right of the page. There should be an entry if the receiver has viewed your document, together with other records showing any additional actions on that document.
2. Navigate to the “Sharing” section in the top menu and view all your shares. Select the share, to view the details page, and under “View Activity”, there should be an entry if the receiver has viewed your document.

How can I resend the email or obtain a link to share in case the recipient didn't receive my document?

You can start by logging in to MyCreds and clicking on “Sharing” in the top menu. Select the specific share you are inquiring about. Double-check that the email address of the recipient is correct.

• If the email is incorrect, please reshare the document to the corrected email.
• If the email is correct, you can use the ‘Resend Email’ button, or you can click “Copy link” and send that URL to your recipient.

Note that only the owner of the email you created the share for will be able to open the link.

I want to link a college or university account in my profile in MyCreds, but they are not on the drop-down list

If your provider is not on the list, use the “E-mail Accounts” => “+ link another email “ option to link accounts.

I need hardcopy documents. Can you help?

Only digitized versions are available in the MyCreds. You need to contact your school for a hard copy.

How does the MyCreds payment method work?

Your college, university or issuing organization determines whether your document has a fee payment associated with it and sets the fee amount. There are three payment options that a document may have in MyCreds:

1. Charge a fee each time you share your document – You purchase share credits that will be used every time you share your document (eg. transcripts).
2. Pay a fee to pickup your document for a period of time – You pay to access your document for a period of time set by your institution and then you can view or share it until the access period expires. The access expiry date is viewable on the document page.
3. No charge – There is no fee to view or share your document (eg. parchments; certificates).

Check your college, university or issuing organization’s website for more information about their document fee policies. Please contact your college, university or issuing organization if you have any questions.

How will the payment appear on my bank statement?

Your payment card will contain a charge called “ARUCCMYCREDSMESCERTIF, CALGARY”, which is set by your issuing organization and applied by the ARUCC MyCreds National Network

I have a question related to the cost for a document. Who can I speak with about fees?

When paying for a transaction within MyCreds, the fee is processed using Stripe. However, the actual document fees are set by your college or university or the organization that issued your document.

MyCreds does not determine these fees. Please contact your college or university or the organization that issued your document for more information.

I’m having trouble processing the Stripe fee payment. What should I do?

Entering your residential address and the billing address associated with the credit card you use is a requirement for use of the MyCreds payment system. If your credit card is rejected, please double check your entries and ensure the correct billing address for that card is inputted. We recommend you also ensure the correct email is provided.

In order to use the online system, you also need to code in the CVC number which is the three or four digit number located on the back of your card.

Try to process your payment using another credit card. Sometimes it helps to refresh the browser.

If the payment still won’t work, contact your school’s Registrar’s Office for help or the organization that issued your document. MyCreds cannot access or see your personal payment transaction.

What kind of cards can I use for payment?

You can use any card Stripe accepts that can process online transactions, including Visa, MasterCard, Maestro, and American Express.

Why do I need to include my address on the payment form?

All purchases made within MyCredswill require your residential address and the billing address associated with your payment card to meet Canada Revenue Agency requirements. Your billing address postal code must match the postal code associated with your bank’s payment card, otherwise your payment will be rejected.

There is an error in my document. Can I get a refund?

Your institution is responsible for all document content. The MyCreds team cannot access these documents for privacy reasons and is not able to issue a refund.

Please contact your institution for resolution.

I shared my document incorrectly. Can I get a refund?

The MyCreds team is not able to issue a refund. Please contact your institution for resolution.

I purchased too many share credits. Can I get a refund?

Refund decisions and related policies and procedures for documents are handled by your home issuing college or university. Please contact the issuing organization directly.

Refund Policy

If you require a refund, please note that your issuing organization’s refund policy will apply. Please contact your issuing organization for further information.

I have a question about the content of my qualification documents (misspelled names, missing subjects/grades, etc). What should I do?

• Content Corrections: For issues like misspellings or missing details, contact your institution directly.  

• Incorrect documents: You must contact your issuing institution directly.