Get help with Phoenix-related pay issues
Note: An emergency salary advance or a priority payment is available through your department’s internal processes.
For technical Phoenix pay system issues (such as problems getting a pay stub, accessing timesheets, schedules and other issues), contact the Compensation Web Applications service desk:
- email: tpsgc.awraide-cwahelp.pwgsc@tpsgc-pwgsc.gc.ca
- telephone: 1-855-634-2358, between 7 am and 6 pm eastern time
If you are missing pay or have been paid incorrectly, please follow these 4 steps.
Step 1: Verify that the Public Service Pay Centre serves your organization
- Departments and agencies served by the Public Service Pay Centre
- If your department or agency is on the list, proceed to step 2
- If your organization is not on this list, your manager can direct you to the appropriate internal contact to address your pay issue
Step 2: Inform your manager
Tell your manager about your pay issue. Your manager may be able to help you determine the reason for your pay issue (example: incorrect work schedule).
Step 3: Report your pay issue to the Pay Centre
If your manager is unable to resolve your pay issue, contact the Pay Centre. There are two options for contacting the Pay Centre:
- online: report your pay issue online using the Phoenix feedback form
- call centre: agents will take your information, record and triage your request, and ensure it is dispatched to the appropriate office
In Canada or the United States: 1‑855‑686‑4729
- Monday to Friday, 7 am to 7 pm eastern time
Outside Canada and the United States: 506‑424‑4330
- Monday to Friday, 7 am to 7 pm eastern time
You will be required to provide the following information:
- personal record identifier, or PRI
- telephone number
- department or agency
- first and last names
Step 4: Follow up
Since the Pay Centre serves your organization, you may use Track myCASE to follow the status of your pay-related case.
Find out more about Track myCASE (accessible only on the Government of Canada network).
Related links
- How public service pay works: General information about how pay works for federal employees
- Compensation Web Applications: View and print pay stubs for 2016 and 2017 and archived tax slips (accessible only on the Government of Canada network)