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Toronto Police Service
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Help

Below is a list of the most common help questions asked.
  1. When I try to log in I get the message "Unable to locate account"?
  2. I can't remember my password, what can I do?
  3. I am under 18 years of age. Can I register for an account on the Police Solutions website?
  4. I do not have a credit card. Can I use my parent's credit card?
  5. What type of payment do you accept?
  6. Why did I fail the authentication process?
  7. Why do I have to attend in person to verify my ID?

  1. When I try to log in I get the message "Unable to locate account"?


    Your user name and password are case sensitive; please ensure that you type the username and password exactly as shown in the email you received when you registered your account.

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


    The Police Service does not have access to password information and cannot reset a password. Please use the "Forgot Password?" link on the Secure Login page or in the upper right corner of the Police Solutions website. To reset your password, you will need your User Name, Email Address and the answer to one of the Security Questions you selected when you registered your account.

  3. I am under 18 years of age. Can I register for an account on the Police Solutions website?


    You MUST be 18 years or older to register an account on the Police Solutions site. This requirement is noted in the Forrest Green End User License Agreement. Therefore, persons under 18 years of age must attend the Records Branch of the Police Service in person to submit a record check request.

  4. I do not have a credit card. Can I use my parent's credit card?


    Yes. The payment process is handled through our partner Moneris Solutions Canada. The name on the payment card does not have to be the same as the name on the record check.

    However, the authentication process will not be successful if you do not have an established personal credit history in Canada. Credit history can be established through credit cards, bank loans, cell phones, chequing accounts, car loans, etc. If an applicant fails the online authentication process they must attend in person to verify their ID.

  5. What type of payment do you accept?


    Acceptable forms of payment are: Visa, Visa Debit, MasterCard, American Express.

    Interac Online: Bank of Montreal, Royal Bank, Scotiabank, TD Canada Trust.

  6. Why did I fail the authentication process?


    The authentication process will not be successful if you do not have an established personal credit history in Canada. Credit history can be established through credit cards, bank loans, cell phones, chequing accounts, car loans, etc. The questions and answers are generated based on information on your credit file held by TransUnion.

    There can be many reasons for authentication failure, such as incorrect answer, no credit history or not enough of a credit history, navigating away from the question pages or session time out, or if you are a new resident to Canada. Further, each question is individually timed, and failing to answer the question in a timely manner may result in an authentication failure.

    Authentication failures may be viewed as an opportunity to ensure the data in your credit file is up-to-date and correct. Concerns regarding the accuracy of information on your consumer credit report should be addressed with TransUnion.

    You can obtain a copy of your personal credit report for review and corrections, please contact TransUnion at 1-800-663-9980 or visit www.transunion.ca. Once you have verified your identity with them, they can help you understand why information has appeared.

  7. Why do I have to attend in person to verify my ID?


    The CPIC policy on the Dissemination of Criminal Record Information requires a police agency to verify the identity of an individual requesting a police record check. If an applicant fails the online authentication process they must attend in person to verify their ID. We cannot verify your ID by phone, fax or email.