Support options for DLIs
Designated learning institutions (DLIs) can contact IRCC if they have any questions about the letter of acceptance (LOA) verification process or if they’re unable to verify documents on time.
Questions about LOA verification
The primary user and secondary users for a designated learning institution (DLI) can send questions about the LOA verification process to the LOA Portal mailbox. We aim to respond to questions within 5 business days.
In your email, include the following details:
- the name of your DLI
- the DLI number
- your full name
If you want to change the primary user or remove existing secondary users
Provide the full name and email address of the user(s) in your request. Changing the primary user does not remove existing secondary users from the portal.
If you want to change an LOA verification response
You can’t change your response in the IRCC Portal once it’s been submitted.
However, if the application hasn’t yet been finalized (for example, approved or refused), you can send us an email with all relevant details to change a validation status for one of these reasons:
- error in original verification
- deferred enrolment
- student withdrawal
Once a final decision is made on the application, no further changes can be made to the validation status. Applicants should advise IRCC by web form if they’re deferring their studies.
If you’re having technical issues
Send us an email and include all relevant details about the issue. Please include screenshots of the problem you’re encountering and any error messages.
How to request an extension for exceptional circumstances
If you’re unable to verify documents on time because of an exceptional circumstance, send us an email to ask for an extension.
You must send the email before the deadline to avoid potential non-compliance.
An extension may be granted for up to 30 days due to these exceptional circumstances:
- prolonged failure of power, communication or other infrastructure systems
- natural disaster
- public health emergency
- labour dispute
We’ll respond within 5 business days and tell you
- if you’ve been approved for an extension
- how long the extension will be
- how to complete the verification by the new deadline