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FAQ

Having trouble accessing some of the new features on the Portal? We’ve put together some resources and Frequently Asked Questions below to help you navigate and operate CKC’s online portal. 

Still have questions? Click here for our different support options.


How-to resources: 

​Frequently Asked Questions: 

Q. Why am I “missing” dogs in the My Dogs listing when I log into the online portal?
 
A. It is important to clarify that CKC’s new IT system and the online portal are two separate entities. CKC’s IT system is our internal network of computer systems that manage our day to day business. The online portal, which is what you log in to, acts as a bridge or access point to CKC’s IT system.
 
The integrity of CKC’s data is intact—all data was successfully transferred from our old IT system to our new IT system. The technical issue is with the communication between the IT system and the online portal and is simple to fix. This issue primarily affects co-owned dogs, but others as well. 



Q. How do I connect dogs to my portal account?
 
A.Please complete this form to notify staff members which dogs need to be connected to your account.
 
After you submit the form staff will manually connect your dogs to your account. To maintain the integrity of all data, registration numbers are required with the submitted information. This allows staff to reference the dog in our IT system, confirm the requested information is correct and connect the dog to the appropriate portal account. 



 
Q.  Why can I see dogs dating back decades and deceased dogs in the My Dogs list?
 

A.The online portal is currently structured to show all dogs associated with your member account since you first started interacting with CKC. For some, this encompasses decades of dog information including dogs who are deceased. CKC is working on adjusting the portal to allow users to choose how many dogs or which dogs are included in their My Dogs list. In the meantime, if you would like a specific dog removed from your list, please send an email to information@ckc.ca with the Dog’s Registered name, Registration #, Breed and Date of Birth.



Q. Why haven't I received my certificate or pedigree yet?
 
A. Due to the large volume of requests, we have placed all certificates and pedigrees in a priority queue sorted by the date they were received.  We apologize for the delay in receiving your certificate/pedigree. 




Q. Why can't I pay for expedited services?

A. 
Due to the current backlog, we are unable to offer CKC members expedited service until the backlog is cleared.
 
If you have paid for expedited service while submitting an application online, please request a refund via email at information@ckc.ca, with the email subject line "Expedited Service Refund". You can also call 1-855-364-7252 or 416-675-5511.




Q. Why am I “missing” titles in my dog's information on the online portal? 

A. 
We are aware that there are ongoing issues with our online portal not properly displaying all dog’s earned titles, including:
 
Scent Detection, some Agility, Water Dog, Rally Obedience, Sprinter, some Lure Coursing, and titles Issued for Non-CKC Events, including; Schutzhund, Sled Dog, Water Rescue, Scent Hurdle, Therapy Dog, and Dock Diving.
All data was successfully transferred from our old IT system to our new IT system. There is technical issue with the communication between the IT system and the online portal.

The fix for this communication issue is currently in development.

We appreciate your continued patience. 



Q. How do I edit my Puppy List information?

A. 
The process to update your own Puppy List listing is under development. In the meantime, if you would like your Puppy List listing changed, please submit your information to information@ckc.ca with the subject line “Puppy List Request” and one of our representatives will respond.



Q. How do I pay for an application/order on the Portal?

A. 
CKC has moved to a Pay-As-You-Go System. Any applications or requests processed on the Online Portal will allow you to pay at the end of the order or at your convenience. To view any unpaid orders, go to your home page and scroll to “My Orders” at the bottom of the page to complete payment.
 
Online payment requires Visa, Mastercard, Visa Debit, or Debit Mastercard.
 
Please note that member credit is no longer available. CKC cannot pre-pay money on members “accounts” in advance of future transactions. 



Q. Why can't I see all of my available microchips when registering dogs?

A. 
To register a microchipped dog online, the owner of the dog must be the person who purchased the microchip. If a co-breeder or someone else purchase the dog's microchip, ask them to send an email to information@ckc.ca with “Microchip Consent” in the subject line and indicate their consent to the dog’s registration in the email body. Staff will manually adjust so that the dog may be registered.



Q. When will I receive my Event Title Certificate?

A. 
Points and event title certificates are not available at this time. 
 
All conformation event results that took place in 2019 and 2020 have been entered into the new IT system. Staff are currently testing the point calculation and corresponding title generation functionality that will allow staff to begin printing conformation event title certificates as well as the display of conformation points and titles on your online Portal account.   
 
We will provide further details on when members can expect to receive Conformation event title certificates and see their dogs’ conformation points on the CKC Portal as more information becomes available.
 
Once conformation event title certificates are successfully generated and points viewing functionality on the Portal is established, all other event results will be entered, with title certificates/portal viewing to follow.
 
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