The Canadian embassy in Moscow has reopened the case of a Toronto woman stranded in Russia because of a dispute over her permanent residency status, her family says.

Nargis Hannah Yakobi told CBC News that her mother, Gyulzar Julia Yakobi, 56, heard from a Canadian immigration officer on Tuesday that her application for travel documents required to return to Canada has been reopened.

Yakobi's mother maintains she travelled to the country in late July to get special medical care not available in Canada,

She now has 30 days to submit additional information in support of her file and the family is working to help her compile any necessary documents to apply for a Permanent Resident Travel Document(PRTD), according to her family.

"We are very grateful for this response," Nargis Yakobi said. "Mom, Ada and I hope to have this error rectified soon, so that Mom can return home to Toronto to be with her family and continue living her life as before."

Ottawa confirms case reopened

The federal government confirmed to CBC News in email that Yakobi's file was reopened for assessment on September 6.

Nargis Hannah Yakob, pictured with her mother Gyulzar Julia Yakobi in 2015, one year before Gyulzar travelled to Russia to get help for what her family says is a medical condition. (Submitted by Nargis Hannah Yakobi) "Once the officer has an opportunity to review any documentation Ms. Yakobi submits, he or she will reassess her application for a PRTD," said Nancy Chan, spokesperson for Immigration, Refugees and Citizenship Canada.

Chan also confirmed Yakobi now has 30 days to prove her residency claim with additional documents.

Yakobi's case made headlines over the past few days when her family appealed to the federal government to help bring her home after the Canadian embassy in Moscow told her she hadn't lived in Canada long enough to be considered a permanent resident.

The embassy maintained her documents proved she'd been a resident in Canada for just 65 days out of the last five years, far short of the 730 days required in that time span to qualify. Her family has been adamant that she has spent 1,240 days here in the last five years, arguing a clerical error had to have been made for the numbers to differ so drastically.

Friends say embassy's claim false

CBC News spoke to multiple people, including the property manager and a former concierge at Yakobi's Toronto condo building, where she was well-known to management staff for her assistance with an art exhibit held in the lobby.

After sharing Yakobi's story, CBC News also heard from Kat Tancock, a woman who she was learning Russian from Yakobi at her building.

Gyulzar Julia Yakobi pictured here with her grandson Elio in 2015. (Submitted by Nargis Hannah Yakobi) "After I saw the news story I reviewed my emails and calendar and it was almost two years ago we started meeting," Tancock said. "The only times we've had to move lessons around because of her travel schedule was when she was visiting her daughters in Ottawa or Montreal."

An expired permanent residency card doesn't mean a person has lost his or her status as a permanent resident. That can only happen if an inquiry determines someone no longer fits the status or, as in Yakobi's case, a visa officer determines someone doesn't meet the requirements at the time of applying for a travel document.

Giovanna Costa, the building's property manager, told CBC News on Sunday that Yakobi officially moved into the building in September 2013.

"I'm speechless," she said with regard to Yakobi's case. "It's unfathomable because she definitely has been here."

Asked if he thought the government's count of 65 days was accurate, former concierge Chris Halliday told CBC News, "That's absolutely ridiculous and there's no possibility. No, not a chance."