CRA Digital Concierge: Support for Charity Online Filing

The Canada Revenue Agency has rolled out a new Digital Concierge service to help charities move into online filing and digital services. It's free, and you get one-on-one phone help to set up secure online access and use CRA's digital tools.

Just call 1-800-267-2384 for real-time help from the Digital Concierge. It can make adapting to the coming mandatory changes (2027) easier, especially now that the fax line has been retired as of April 1, 2026. 

Getting a handle on this service can save you a lot of time—and headaches—when it comes to filing. Plus, it could prevent registration issues down the road.

The CRA is shifting to a fully digital system for registered charities. That means new online filing requirements, discontinued old-school services, and updated processes that every charity needs to get familiar with now.

Charity Sector Modernization Initiatives

Back in April 2026, the government announced big changes for the charitable sector, all about digital transformation and better regulatory processes. These moves are supposed to line up Canada's charity oversight with international standards and build on the CRA's digital upgrades.

Spring Economic Update 2026 Overview

On April 28, 2026, the Minister of Finance released the Canada Strong for All - Spring Economic Update 2026. The update laid out plans to modernize the charitable sector framework in 2026-2027.

The push toward new technology and digitization reflects a continuation of CRA's ongoing modernization efforts from previous years. 

The Charities Directorate shared details about these changes on June 12, 2026. The new framework will affect how charities register, file, and interact with the CRA. The idea is to make things more efficient and transparent for both charities and the agency.

Aligning With G7 Country Standards

This modernization project is about bringing Canada up to speed with other G7 countries. Consistency is the goal—so the way developed countries regulate and support charities is more or less in sync.

The changes zero in on admin processes, compliance, and how charities deal with the Charities Directorate. Ideally, this will make Canada's charity regulations match up with international best practices.

There's also a focus on ditching outdated, paper-heavy processes. The new approach is supposed to be more modern and less reliant on manual reviews.

Ongoing CRA Digitization Efforts

The CRA has been moving toward digitization for years, even before the 2026 announcements. The fax line was retired on April 1, 2026, marking a permanent shift away from legacy analogue transmission methods. 

Now, charities have to use the CRA's secure online platform to submit their T3010 returns, upload docs, and communicate with the Charities Directorate. CRA says it's the fastest and safest way, and honestly, they're probably right.

Online filing through CRA-certified software showed up in June 2025. No more printing, mailing, or faxing returns. CRA keeps nudging charities to go digital-by-default for all their Charities Directorate dealings.

Mandatory Online T3010 Filing in 2027

Starting in 2027, every registered charity in Canada will be required to file its T3010 Registered Charity Information Return online. Paper filing will remain available only by exception, for charities that meet specific CRA criteria, and fax submissions will no longer be accepted. 

Requirements for Registered Charities and RNASOs

Registered charities and registered national arts service organizations (RNASOs) must use CRA's online portal for their T3010 returns. After the 2027 deadline, paper filing will be accepted only in exceptional circumstances approved by the CRA, and fax submissions will no longer be accepted. 

You've got two options: fill out the interactive form right in your CRA account, or prep the return with CRA-certified software and upload it. Either way, it's all digital.

If your charity hasn't used CRA's online services before, you'll need to register for an account before the deadline. You'll be asked to provide basic information about your organization and its authorized representatives, including identity verification details (see "Update Authorised Representatives, Directors, or Trustees" below for what this involves). Once your account is set up, you'll have access to T3010 filing and other digital tools. 

Benefits: Accuracy, Quality, and Efficiency

Online T3010 filing is processed quickly. Generally, the CRA posts the public financial information to the List of Charities the next business day, provided the return passes the CRA's automated validation checks without triggering a compliance review. 

Digital filing also cuts down on mistakes. The system checks for missing info and math errors before you submit, so you're less likely to get tripped up by small things.

No more waiting on mail or dealing with manual processing. You don't have to print, sign, or mail anything. Plus, the CRA's secure system is a lot better at protecting sensitive data than old fax or mail methods ever were.

Origin of the Online Filing Mandate

This online filing rule ties back to the Government of Canada's Digital Standards initiative. The CRA's been nudging everyone towards digital-by-default services for a while now. For a full overview of your charity's CRA compliance obligations, see our dedicated guide. 

Fax submissions were axed because they needed a ton of manual work and weren't exactly secure. Paper forms slowed everything down and led to more errors. Going fully digital wraps up the CRA's move to modern charity services.

Charities Directorate Fax Line Discontinued

As of April 1, 2026, the CRA's Charities Directorate no longer takes documents by fax. This changes how charities send in their T3010 returns and other required paperwork.

Practical Impacts for Fax Users

If your charity used to rely on fax, it's time to switch to digital filing. The fax shutdown especially affects organizations with December 31 year ends, since many file in May and June.

Now, it's all about CRA-certified software or the CRA My Business Account (MyBA) system. Both let you submit T3010 returns electronically—no printing or mailing needed.

If you haven't set up digital access, seriously, don't wait. The Charities Directorate offers online resources, webinars, and the Digital Concierge for one-on-one phone help. You can also call client services at 1-800-267-2384 if you get stuck.

This shift means charities need to make sure they've got the right computer access and enough tech know-how to file online.

Overview of the CRA's Digital Concierge Service

The CRA's Digital Concierge gives real-time phone support to walk charities through online filing systems and secure digital access. You'll talk to a real person who guides you step by step.

Personalized Phone Support for Online Services

With the Digital Concierge, you get one-on-one help from CRA client service reps. They'll stick with you on the call, making sure you get set up and can actually use the CRA's online services.

The support is tailored to your charity's needs. If you're stuck on My Business Account (MyBA) access or online filing, these reps will help you troubleshoot. They're not in a rush to hang up, either.

This kind of direct support breaks down a lot of the usual barriers to going digital. Staff can ask questions and get answers right away, which is a relief when you're on a deadline.

How to Access the Digital Concierge

To reach the Digital Concierge, just call 1-800-267-2384. When you get through, be sure to ask specifically for the Digital Concierge—otherwise, you might just get standard support.

The service runs during regular CRA business hours. Have your charity registration number handy. They'll need to confirm you're authorized to access the account.

No need to book ahead—just call when you need help with CRA's online services or the secure platform.

Purpose and User Benefits

The Digital Concierge is there to help charities move from paper and fax to CRA's digital platforms. It's especially important now that the fax line is gone.

Once you're set up, you get immediate access to CRA My Business Account and other online charity services. The secure platform lets you file T3010 returns, update contact info, and check on submitted requests. Digital filing means faster processing and quicker access to what you need.

The service is a lifesaver for anyone new to online government systems. Reps guide you through account creation, password setup, and navigating the CRA MyBA interface, so you don't have to figure it all out alone.

Importance of an Accurate Director or Trustee List

Charities in Canada have to keep their director and trustee info up to date with the CRA. This matters for account access, support, and being able to use digital tools like the Digital Concierge. For a broader look at how charity governance intersects with CRA compliance, see our governance resource hub. 

Relevance for Account Access and Support

The CRA verifies a charity's director and trustee information as part of confirming who is authorized to deal with the charity's account. However, Form T1235 (the Directors/Trustees and Like Officials Worksheet) is not used to grant or update online account access — it's filed annually with the T3010 return solely for public transparency and reporting purposes.

To add, remove, or update who can access your charity's CRA My Business Account (MyBA), use the "Make a Change to Your Organization" or "Manage Who Can Access Your Charity Account" tools within MyBA, or contact the Charities Directorate's Client Service team directly.

If you need help with online filing or account issues, the CRA will check your charity's authorized representative and director information to confirm you're entitled to assistance. Outdated information can delay or prevent the right people from getting support. For more detail on keeping the CRA informed of changes to your charity, see our dedicated article. 

Charities have to file Form T1235 with their annual T3010 return. It lists all directors, trustees, and similar officials. You'll need full names, addresses with postal codes, and appointment dates for each person.

Effect on Digital Concierge Assistance

The Digital Concierge provides support by phone at 1-800-267-2384. Before giving help with digital services or sensitive account info, staff will verify your authority.

If your charity's director and authorized representative information isn't current, staff might not be able to confirm your role. That can delay support or even prevent you from completing urgent tasks like filing returns or updating your account access.

New directors, trustees, or authorized representatives should be added to your charity's CRA My Business Account access list — using the "Manage Who Can Access Your Charity Account" tool, or by contacting Client Services — before they can receive Digital Concierge assistance. When your board changes, update this access information right away rather than waiting for your next annual T3010 filing.

Guidance on Managing Access Permissions

Review your director and trustee list at least once a year before filing the T3010, and update Form T1235 whenever your board changes — this form is filed annually with your T3010 return for CRA's public transparency records.

Updating Form T1235 does not, on its own, change who can access your charity's online account. Account access is managed separately, as explained below.

If a director or representative leaves, remove their online account access using the "Manage Who Can Access Your Charity Account" tool in MyBA — don't rely on Form T1235 for this. Separately, when you add new directors or trustees, include their details on your next T1235 filing for CRA's reporting records, and set up their account access through MyBA if they'll need it.

Here's what you need for each director:

• Full legal name
• Complete mailing address with postal code
• Position or title
• Date of appointment
• Date of departure (if applicable)

Online T3010 returns are processed quickly, so the T1235 information you file with your return is generally reflected in CRA's records within a business day or two — faster than paper filing. Keep in mind this updates CRA's records for reporting purposes; it does not change your charity's MyBA account access on its own. 

Steps for Charity Readiness

Charities need to set up secure online access and make sure the right people can file returns and talk to the CRA. That means registering or updating your CRA account, assigning filing duties, confirming your reps, and learning the digital tools.

Set Up or Confirm Charity Account

You'll need to register for a CRA account to use online services. Grab your business number (BN) and RR program account number before you start.

A charity rep can register through the CRA's online portal by following their step-by-step guide. You'll create a user ID and password, and set up multi-factor authentication for added security.

If your charity already has a My Account login, double-check that you can still get in. Make sure your business number is linked properly—if not, you can add it in the account settings.

The Digital Concierge can walk you through registration or help fix access issues—just call 1-800-267-2384.

Designate a T3010 Filing Lead

Every charity should pick one person to handle T3010 annual return submissions. This person keeps track of deadlines and makes sure everything's accurate.

The filing lead needs CRA account access and should understand the charity's activities, finances, and governance to fill out the T3010 right.

It's smart to document who's in charge and have a backup plan. If your main filing lead leaves, someone else should be ready to step in, with access and training already sorted out.

Update Authorised Representatives, Directors, or Trustees

Charities really need to keep their authorised representatives up to date in the CRA system. These representatives can act on the charity's behalf and see private information.

It's a good idea for the charity to check and refresh its list of directors and trustees too. CRA wants to know exactly who’s in charge, and if that info’s old, it can slow things down or even lead to compliance headaches.

You can add or remove representatives in your charity's CRA account. Each person needs their own CRA user ID to get into My Account.

To get a CRA user ID and online access, a new director, trustee, or authorized representative will need to provide their Social Insurance Number (SIN) so the CRA can verify their identity. If someone can't or doesn't want to provide a SIN, they won't be able to access the account online — they'll need to deal with the CRA by phone or mail instead. 

The charity decides what each representative can see or do in the system. That’s handy for keeping things secure.

Churches and other qualified donees should double-check that their signing authorities match what CRA has on file. If they don’t, forms or requests can get stuck in limbo.

Familiarize Yourself with the Online Platform

Before any filing deadline creeps up, charities should poke around the CRA online portal. The platform lets you submit T3010 returns, upload files, and send messages to the Charities Directorate.

Representatives should know where to find the main tools, like:

• T3010 form area
• Document upload spot
• Secure messages
• Charity details and registration info

CRA runs webinars about using online services and digital filing. These are step-by-step, and they’re actually pretty helpful if you’re new to the system.

The webinar "Registering for your CRA Account: A step-by-step guide for charities" covers the basics of setting up and finding your way around.

It’s smart to try a practice submission before the real thing. You can test uploading sample files and catch any issues before the deadline.

Preparation Resources

CRA has guides and tutorials to help charities register online and file their T3010 returns. These walk you through each part of the process.

Step-by-Step Guide for Online Services Registration

There’s a detailed CRA registration guide for charities new to the digital system. It explains how to get set up for online services through your CRA account.

Charities have to register for a CRA account to file T3010 returns online. You’ll need some info about your organization and your authorised reps, so gather those details first.

The guide tells you what documents to have ready before you start. Once you’re registered, you can choose between the interactive form and CRA-certified software for filing.

It also explains the differences between those options, so you can figure out what suits your charity best.

Video Tutorial: CRA Account Setup

The Charities Directorate has video tutorials showing how to set up your account. These videos actually walk you through each click and field.

They go over common setup issues and how to fix them. There’s also a section on checking your access and making sure reps have the right permissions.

You can pause the videos and work through each step at your own pace. If you get stuck, you can always go back and rewatch the tricky parts.

Video Tutorial: T3010 Filing Process

Separate tutorials cover the T3010 filing process after you’ve got your account set up. They show how to use the interactive form and enter the right financial info.

These videos explain how to save your progress and come back later if you need to. There’s also a walkthrough for reviewing your return before you hit submit.

You'll see how your public information will generally appear on the List of Charities the next business day after filing, assuming your return clears CRA's automated checks. The tutorials point out common mistakes and how to avoid them. 

Expert Support for Navigating Changes

CRA’s Digital Concierge service gives charities one-on-one help moving to online filing. You can call 1-800-267-2384 and ask for the Digital Concierge for personal support.

This service helps charities set up secure CRA access. Reps will walk you through the process live over the phone, which is especially useful if you’re used to mailing or faxing your T3010 returns.

Key areas where the Digital Concierge can help include:

• Getting into My Business Account
• Finding your way around the online filing system
• Understanding CRA-certified software
• Fixing technical issues
• Answering questions about digital submissions

The Charities Directorate has been reaching out to groups still filing on paper, helping them make the switch. This hands-on approach makes sure everyone can meet their filing deadlines.

Charities can also join webinars focused on CRA’s online systems. These offer extra training for using the new digital tools.

With fax filing ending, CRA really wants charities to move to digital services. If you need help, reach out to the Digital Concierge before your T3010 deadline so you have time to get set up and comfortable with the system.

Conclusion

The CRA’s Digital Concierge service is a big change in how charities deal with the agency. Since fax services ended on April 1, 2026, charities have to use online filing for T3010 forms and other stuff.

If you’re lost or have questions about digital filing, B.I.G. Charity Law Group can help. We handle CRA compliance, online filing, and other charity law matters. You can contact us at dov.goldberg@charitylawgroup.ca or call 416-488-5888. More info at CharityLawGroup.ca.

Getting set up online takes a bit of time, but there’s help out there. Charities can book a free consultation to talk through their needs and make sure they’re meeting CRA rules. A little expert guidance now can save a lot of trouble later.

Frequently Asked Questions

The Digital Concierge offers phone help for charities navigating CRA’s online services and filing. You’ll get real-time guidance from a client service rep right when you need it.

What is the CRA Digital Concierge and what support does it provide for charities filing online?

The Digital Concierge is CRA’s support line for charities filing online. A client service rep will walk you through the steps over the phone, from signing up to submitting returns.

This is especially helpful if you’re moving from paper or fax to digital filing and aren’t sure where to start.

Who is eligible to use the Digital Concierge service for charity online filing support?

All registered charities can use the Digital Concierge. It doesn’t matter if you’re brand new to digital systems or have some experience.

Any charity filing a T3010 or needing help with CRA’s online services can call for support. No special hoops to jump through—just be a registered charity.

How do I access the Digital Concierge when completing a charity online filing with the CRA?

Just call 1-800-267-2384 and ask for the Digital Concierge. They’re there Monday to Friday, 8 a.m. to 5 p.m. Eastern Time.

A client service rep will help you out during the call, step by step.

What information and documents should I have ready before using the Digital Concierge for an online return?

Have your charity registration number handy before you call. You’ll also need a computer or device with internet access so you can complete the filing during the call.

Get your T3010 financial info ready—revenue, expenses, program details, that sort of thing. Having last year’s return nearby can help too.

Can the Digital Concierge help resolve common validation errors or submission issues in the charity online filing process?

The Digital Concierge can help with technical problems during filing. They’ll help you figure out what’s causing validation errors and how to fix them.

They’ll also walk you through the online system and troubleshoot any submission issues. The goal is to make sure your forms are right before you send them, so you don’t run into delays.

What should I do if the Digital Concierge cannot resolve my issue and I need additional CRA support?

If the Digital Concierge is unable to resolve your issue, charities can call the Charities Directorate client service team at 1-800-267-2384. This team handles more complex questions about your obligations or specific filing issues. 

There's also a bunch of online resources and webinars from the CRA about doing the T3010 online. Sometimes, you’ll have to upload extra documents through your online account if your situation needs a closer look from the Charities Directorate.

‍