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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?
How do I get my invoice for 1-Stop Gateway?
Getting Started
What if I need to add more users than what my subscription allows?
PRA
How to Copy/Replace an ACCEPTED PRA?
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?
How can I submit a PRA?
Can I submit a paper PRA?
What are the costs associated with submitting a PRA?
Is a PRA required for empty containers?
What happens if the vessel has been cut off?
What do I need to know if I want to send a PRA through my 3rd party?
What are the OOG dimension requirements?
When are the new OOG dimensions required?
What do the PRA statuses mean?
Schedule Visibility
Why does the Vessel Schedule information differ to that given to me by the Shipping Line?
Business Intelligence Suite
General
Where does the data come from?
How often is the data updated?
How far back in time can I look back?
Why is this good for my business?
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?
How do I login?
How much does it cost to use ComPay?
How can a payment be reversed after it has been submitted?
When should I expect a Delivery Order for a "Pay Anyone" payment?
What's the benefit of using the "Pay Anyone" option in ComPay?
Can a "Pay Anyone" recipient be saved for future use?
How is Dual Authorisation set up?
Can ComPay invoices be partially paid?
Can an invoice be overpaid?
What does pay offline mean?
Can I print ComPay invoices?
What does a ComPay debit or credit look like on my bank statement?
ComTrac
Container Visibility
Can I get a notification for Dehire status?
Which Shipping Lines are reporting Dehire data?
How far will the Dehire status look back?
How will the Dehire information show up in my software?
Which Empty Container Parks can I request the Dehire notification from?
General
I'm a ComTrac admin, what can I do?
How do I track my requests or notifications?
How much does it cost?
What is the different betwen a Notification and an Alert?
Who can see the new ComTrac screens?
How do I get access to view the new screens?
What is Dehire?
Getting Started
How do I subscribe for container events or vessel schedule/routing feeds?
Registration
How do I register for ComTrac
Container Control
General
What is Container Control?
What is Triangulation?
How does Container Control work?
What are the benefits of Container Control?
When does it go live?
How much will it cost to use?
Which shipping lines are onboard?
Getting Started
How do I get access to Container Control?
Customer Portal
General
Who can apply for access to DPW Customer Portal?
How do I book a report?
Customs Reporting
General
I have submitted an OUTTURN but why can't I see it in ICS?
Where can I find more information about Customs Depot Reporting?
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?
What happens if I've cancelled my card but then realise I need it?
How will the new MSIC changes affect me?
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?
Rail
Rail Release
How do I send Rail Release message?
What are the message types or ways I can send a Rail Tag and Release?
What is a Control Message?
Is the control message different from the rail release response?
Shipping Line
Booking List
How do I send the Booking List?
How do I set the PRA validation rules for the booking list?
How frequent do Booking lists get sent to 1-Stop?
Where does the Responses go to?
VBS
General
What does 'The EIDO Pin (CRN) does not match the data provided by the shipping lines - contact the shipping lines to confirm the CRN' mean?
What is a 'No Show'?
Why can't I make bookings and getting a message to contact the terminal?
Why do I get the error "Booking for this vessel not allowed" when clicking on "Get Details"?
I'm having trouble confirming a slot and I don't know why
What do all the holds mean?
What is the VBS?
What do I need to do to pay for my VBS Invoices?
Registration
How long after I register does it take to get activated?
How Do I Register for VBS Access for DP World Port Botany?
Schedule Visibility
Where does the data in Import Delivery Times screen come from?