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Edmonton Police Service
Police Information Checks

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FAQ

  1. Processing Time: How long does it take to process a PIC?
  2. Self-Declaration: Why was I asked if I have a criminal record to declare and what is the purpose of this declaration?
  3. Local Police Record Check: I need to complete a Local Police Record Check for record suspension (pardon) application, is it the same as PIC?
  4. When I try to log in I get the message "Unable to locate account"?
  5. I can't remember my password, what can I do?
  6. I am under 18 years of age. Can I register for an account on the Police Solutions website?
  7. I do not have a credit card. Can I use my parent's credit card?
  8. What type of payment do you accept?
  9. Why did I fail the authentication process?
  10. Why do I have to attend in person to verify my ID?
  11. My PDF Pic results are password protected; how do I access it?
  12. Why do I need to create an account?
  13. It’s been longer than 31 days since my Police Information Check was completed, why can’t I access my results?
  14. I forgot my username for my account, what can I do?
  15. My Account has been locked for 24 hours. What happened?
  16. How do I get a copy of my receipt?


  1. Processing Time: How long does it take to process a PIC?


    PIC processing times average 10 business days. There are circumstances where your PIC processing time will extend past 10 business days. While we make every effort to complete PICs in a timely matter, we are unable to provide an exact processing time. Processing times can vary depending on a variety of factors: whether any follow up with another police service is required, files need to be reviewed, fingerprinting needs to be completed, or the volume of PICs received.

  2. Self-Declaration: Why was I asked if I have a criminal record to declare and what is the purpose of this declaration?


    Self-declaration of a criminal record is a process where the applicant may declare his/her adult criminal record convictions to the Edmonton Police Service. This may allow the Edmonton Police Service to assess the accuracy of the applicant’s criminal record information without taking fingerprints (subject to additional fees) without the delay that a fingerprint comparison would cause.

  3. Local Police Record Check: I need to complete a Local Police Record Check for record suspension (pardon) application, is it the same as PIC?


    No, a Local Police Record Check required for record suspension applications is different from a PIC. We can definitely provide a Local Police Record Check, please refer here to schedule an appointment to drop off and pay for your application.

  4. 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.

  5. 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.

  6. 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.

  7. 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.

  8. What type of payment do you accept?


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

  9. 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.

  10. 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.

  11. My PDF Pic results are password protected; how do I access it?


    The PDF results are automatically locked for security reasons. Instructions on how to unlock your PDF PIC results were provided in the email you received. The password is your DOB in the following format: YYYYMMDD. Please note if you applied with the wrong DOB the password will be that wrong DOB.

  12. Why do I need to create an account?


    The new online Police Information Check application process is account based which will provide a more secure way of applying for and sharing your Police Information Check results. It will also assist you when applying for future Police Information Checks by auto filling some of the application information.

    As you will need access to your account to retrieve your PIC results it is strongly recommended that you remember:
    • Your Username
    • Your Password
    • Your Security Questions and Answers

  13. It’s been longer than 31 days since my Police Information Check was completed, why can’t I access my results?


    Your Police Information Certificate is only available in the system for 31 days from the date it was completed. Police Information Checks are a picture in time and have the potential to change in the future. To maintain a balance between convenience and public safety the results will only be available for 31 days.

    We recommend you download and save a copy so you can continue to access it after it is no longer available in the system.

  14. I forgot my username for my account, what can I do?


    Please use the "Forgot Username?" link on the Secure Login page or in the upper right corner of the Police Solutions website. To retrieve your username, you will need your email address and the answer to one of the Security Questions you selected when you registered your account.

  15. My Account has been locked for 24 hours. What happened?


    There are 2 reasons why your account may be locked for 24 hours:
    • You entered incorrect information while attempting to reset your password or retrieve your username.
    • You selected “NO” for the confirmation of residence when applying for a Police Information Check with Vulnerable Sector.

  16. How do I get a copy of my receipt?


    You can download a copy of the receipt by logging into your account. Click on shield 5 (payment shield.)