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Frequently Asked Questions
1-Stop Gateway
Container Visibility
What information can I see?
General
How do I obtain a Direct Debit Request Form (DDR) to complete my registration?
PRA
What should I do if I sent a PRA for the wrong container number?
What is the status of my PRA?
How do I cancel a PRA?
How do I submit a PRA?
What does “A PRA has been submitted for this container in the last 7 days” mean?
Where can I get a copy of a paper ERA for when there are system disruptions?
What are the 1-Stop Terminal Codes for the terminals that accept PRAs?
Schedule Visibility
Why does the Vessel Schedule information differ to that given to me by the Shipping Line?
ComPay
General
I just accidentally made an incorrect payment, can it be stopped?
When should I expect the funds in my account?
ComPay - What is the cut off time for making payments in ComPay?
Customer Portal
General
Who can apply for access to DPW Customer Portal?
How do I book a report?
General info
General
Why do I get logged out?
How do I access the 1-Stop Gateway or VBS?
How do I add additional users?
I have forgotten my password, how do I obtain a new one?
How do I update my contact details?
I'm an Organisation Administrator, what can I do?
Why can't I log in?
Getting Started
I get an error when trying to access your online services or sending an e-mail?
MSIC
General
How do I log into the MSIC site?
How can I reprint an application?
How long will it take to obtain my MSIC with 1-Stop?
How much does it cost?
Where can I go to find the status of my application?
What do all the statuses mean?
What do I need to do if I’ve already got an MSIC from 1-Stop and now need access to another terminal?
What should I do if I’ve lost my MSIC?
Registration
How do I register for a Maritime Security Card (MSIC) for myself?
How do I register for a Maritime Security Card (MSIC) as a company?
Will I be able to apply for an MSIC if I currently live overseas?
VBS
General
What is a 'No Show'?
Why can't I make bookings and getting a message to contact the terminal?
Registration
How long after I register does it take to get activated?