Where to explore for EI and what you need first

You explore for Employment Insurance (EI) through Service Canada, either online at the My Service Account portal or by phone at 1-866-864-9735. Before you start, gather your Social Insurance Number (SIN), your most recent pay stub, and the date your job ended or your hours were reduced. If you were laid off or let go, have your Record of Employment (ROE) ready — your employer is required to issue this within five calendar days of your last day of work.

The online process takes about 30 minutes and you can save your progress and return to it later. If you explore by phone, a Service Canada agent will walk you through the questions. Either way, you will answer questions about your work history, why you stopped working, and whether you have other income. Service Canada uses this information to determine whether you meet the basic requirements and to calculate your benefit amount.

You do not need to wait for your Record of Employment to arrive before explore — you can submit your process as soon as you have your SIN and employment dates. However, Service Canada will eventually need to verify the information with your employer, so the ROE will catch up to your process.

Key Takeaways

  • explore through My Service Account online or by calling 1-866-864-9735; both routes lead to the same process and decision.
  • Have your Social Insurance Number, recent pay stub, employment dates, and reason for job loss ready before you start.
  • Service Canada typically makes a decision within 28 days, though some applications take longer if they need more information from you or your employer.
  • You must report your income and job search activity every two weeks after you start receiving benefits, or your payments will stop.

Step-by-step process process

If you are explore online, log into My Service Account using your Social Insurance Number and password, or create an account if you do not have one. Select "explore for Employment Insurance" and choose the type of benefit you need — regular benefits if you lost your job, sickness benefits if you cannot work due to illness, or caregiving benefits if you are caring for a family member. The form will ask for your employment history from the past 52 weeks, including employer names, addresses, dates worked, and reason for leaving each job.

Answer honestly about why you left work. If you quit, you will need to explain your reason — some reasons (unsafe conditions, harassment, no reasonable alternative) may still make you may be able to access, while others may not. If you were laid off or let go, state that clearly. Service Canada cross-checks your answers against what your employer reports on the Record of Employment, so inconsistencies can delay your decision or result in a denial.

At the end of the process, you will declare that the information is true and submit it. You will receive a confirmation number when ready. Service Canada will send you a letter within a few days confirming receipt and telling you what happens next. Keep this letter and your confirmation number in case you need to follow up.

What happens after you submit your process

Service Canada reviews your process and verifies the information with your employer. This verification step typically takes two to four weeks. During this time, you may receive a letter asking for additional documents — for example, proof of job search activity, a doctor's note if you claimed sickness benefits, or clarification about your work history. Respond to any requests within the timeframe given, usually 10 days.

Once Service Canada has all the information it needs, it makes a decision and sends you a letter explaining whether you are approved and, if so, how much you will receive every two weeks. The letter also explains your obligations — mainly that you must report your income and job search activity every two weeks, and that you must tell Service Canada when ready if your circumstances change (for example, if you start a new job or receive severance pay).

If you are approved, your first payment arrives by direct deposit or cheque within a few business days of the decision letter. Payments come every two weeks on the same day. If you are denied, the letter explains why and tells you how to request a reconsideration or appeal.

Biweekly reporting requirements

Once you start receiving EI, you must report every two weeks without fail. You report through My Service Account online or by phone at 1-866-864-9735. When you report, you declare how many hours you worked (if any), how much you earned, and whether you are still looking for work. You also report any other income you received, such as severance, vacation pay, or income from self-employment.

Service Canada uses this information to calculate your payment for that two-week period. If you worked some hours, your EI payment is reduced based on how much you earned. If you do not report, your payment stops when ready and you may have to repay benefits you received. If you report late, your payment is delayed until the report is received and processed.

You must continue reporting every two weeks for as long as you are receiving EI. Once you return to full-time work or your benefit period ends, you stop reporting. Service Canada will tell you when your benefit period ends in your decision letter.

Documents you may need to provide

Your Record of Employment (ROE) is the main document Service Canada needs, but your employer provides this directly to Service Canada, not to you. However, if your employer does not issue an ROE within five days of your last day of work, you can request one by contacting them or by filing a complaint with Service Canada.

Depending on the type of benefit you claimed, you may need to provide other documents. For sickness benefits, you need a medical certificate from a doctor confirming you cannot work and the expected duration. For caregiving benefits, you need proof of the family member's condition and your relationship to them. For regular benefits, Service Canada may ask for proof of job search activity — copies of job applications, emails to employers, or records of interviews.

Keep copies of everything you submit. If Service Canada asks for a document you have already sent, you can reference the date you sent it and ask them to check their file before sending it again.

What to do if your process is denied

If Service Canada denies your process, the decision letter explains the reason — for example, you did not have enough insurable hours, you quit without a valid reason, or you are not available for work. Read the letter carefully and note the reason given.

You have two options: request a reconsideration or file an appeal. A reconsideration is a review by a different Service Canada officer who looks at the same information and your process again. You must request a reconsideration within 30 days of the decision letter. If the reconsideration is also denied, you can appeal to the Employment Insurance Commission, which is independent of Service Canada. An appeal must be filed within 30 days of the reconsideration decision.

If you believe Service Canada made an error — for example, they did not count some of your work hours or they misunderstood your reason for leaving — a reconsideration is often the faster route. If you believe the decision is unfair or you have new information, an appeal may be your option. You can represent yourself or have someone help you, such as a lawyer or a community legal clinic.

Common reasons applications are delayed or denied

Applications are delayed most often when Service Canada cannot reach your employer to verify your Record of Employment, or when you do not respond to a request for additional information. If you receive a letter asking for documents or clarification, respond within the timeframe given — usually 10 days. If you miss the important date, your process may be denied, though you can request a reconsideration and explain the delay.

Applications are denied when you do not meet the insurable hours requirement (usually 420 hours in the past 52 weeks, though this varies by region), when you quit without a valid reason, when you are not available for work, or when you are receiving other benefits that disqualify you from EI (such as a workplace pension). Some people are also ineligible because they are self-employed, work for a family member, or are not a Canadian citizen or permanent resident.

If your process is denied for a reason you believe is incorrect, gather any documents that support your case — pay stubs showing your hours, emails from your employer, medical notes, or anything else relevant — and include them with your reconsideration request.

Frequently Asked Questions

How long does it take to get a decision on my EI process?

Service Canada typically makes a decision within 28 days of receiving your process. However, if they need to verify information with your employer or if you do not respond to a request for additional documents, the decision can take longer — sometimes six to eight weeks. You can check the status of your process anytime through My Service Account.

Can I explore for EI if I quit my job?

You can explore, but you will only be approved if you quit for a valid reason — such as unsafe working conditions, harassment, discrimination, or a significant change in your job duties or pay. If you quit without a valid reason, your process will be denied. Be honest about why you left; Service Canada will verify this with your employer.

What if I start working part-time while receiving EI?

You must report your earnings every two weeks. Your EI payment is reduced based on how much you earn, but you may still receive a partial payment. For every dollar you earn above a certain threshold (usually around $200 per two-week period), your EI is reduced by 50 cents. Report all work, even casual or self-employed work.

Do I need to provide my Record of Employment when I explore?

No — your employer sends the Record of Employment directly to Service Canada. However, you should have the information from your ROE ready (your employer's name and address, your dates of employment, and reason for separation) because the process form asks for it. If your employer has not issued an ROE within five days of your last day, contact them or file a complaint with Service Canada.

What happens if I do not report every two weeks?

Your EI payment stops when ready and you will not receive money for that period. If you do not report for two consecutive periods, your entire benefit may be suspended. You can restart reporting and request that your benefits be reinstated, but there may be a delay. Always report on time, even if you have nothing to report.