CIHI - Help

What is the purpose of a CIHI profile?

A CIHI profile is the gateway to restricted access content and applications available through CIHI's website. Before you can access any restricted services, you must create a profile.

Creating a profile does not guarantee access to all restricted services; however, you cannot access any restricted services without a CIHI profile.

How do I create a CIHI profile?

If you do not already have a profile, you can create one by clicking Register on the Login page or on cihi.ca.

The services available to you will depend on your permissions. Permissions are granted by CIHI based on your relationship with a CIHI client organization.

Note: If you are an employee or otherwise affiliated with a CIHI client organization, such as a Canadian hospital, you must identify the correct organization during the profile creation process; otherwise, you won't be able to access the services linked to that organization.

How do I request access to CIHI's restricted services?

To request access, you must be logged in to your CIHI profile. (To log in, go to cihi.ca, click Log in and enter your username and password.)

Once you have logged in, click Request Access: New/Revoke in the left-hand menu.

I forgot my password. How can I reset it?

If you have forgotten your password, you may reset it by clicking Forgot password on the Login page. For security, you will be asked to verify your identity by entering your username and answering one of the challenge questions you chose when you created your profile. Please be sure your answer matches the one you provided at the time of sign-up.

Once you have successfully provided the correct answer, an email containing a temporary password will be immediately sent to the email address associated with your CIHI profile.

If you have forgotten the answer to your challenge question, please email help@cihi.ca or call 613-241-5543.

I forgot my username. How can I retrieve it?

If you have forgotten your username, you can retrieve it by clicking Forgot username on the Login page. An email containing your username will be immediately sent to the email address associated with your CIHI profile.

How can I change my password?

To change your password, you must be logged in to your CIHI profile. Once you have logged in, click Change Password in the left-hand menu.

How can I change my profile settings?

To edit your CIHI profile information, you must be logged in to your CIHI profile. Once you have logged in, click Edit Profile in the left-hand menu. Make the necessary changes and click OK to save.

Who can I contact if I need help?

If you are experiencing technical problems or need help with your CIHI profile, please email help@cihi.ca or call 613-241-5543.

Support hours: Monday to Friday (except statutory holidays), 8 a.m. to 4 p.m. ET.

What is two-factor authentication (2FA)?

2FA is a security measure that requires more than one method of verification to confirm your identity when signing in.

Why is two-factor authentication (2FA) required?

CIHI has implemented 2FA to enhance account security by requiring an additional form of verification. This helps ensure that only authorized users can access an account, even if a password is compromised.

Do I need to enter a code every time I log in?

No. Email verification is required at first login and when additional verification is needed (e.g., every 8 hours; when using a new device, browser or IP address; after clearing your cache). It will not be prompted at every sign in.

Can I opt out of two-factor authentication (2FA)?

No. 2FA is mandatory and has been implemented to strengthen security and protect sensitive CIHI information.

How long is the one-time code valid?

The one-time verification code is valid for 5 minutes. If it expires, you can request a new code.

Can I use another method other than email to receive the verification code?

No. At this time, email-based verification is the only option available.

What should I do if I don't receive a code?

Check your junk or spam folder and ensure that your email service is not blocking messages from CIHI. If you still do not receive the code, wait a few minutes and request a new one. If the issue persists, please email help@cihi.ca for assistance.

How can I unlock my profile if I am locked out?

If your profile is locked due to multiple unsuccessful sign-in attempts, it will unlock automatically after 30 minutes. If you need access sooner, please email help@cihi.ca or call 613-241-5543.

What should I do if my email address has changed?

You must update your email address in your CIHI profile:

Log in to your CIHI profile on cihi.ca.
- If you are unable to log in, please email help@cihi.ca or call 613-241-5543.
Select Edit Profile from the left-hand menu.
Update your email address, scroll to the bottom of the page and click OK.

Where can I get help with two-factor authentication?

For step-by-step instructions on signing in with 2FA, refer to the 2FA job aid. For additional assistance, please email help@cihi.ca or call 613-241-5543.

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