FAQs

Did you know you can use the “forgotten password” feature in the login screen to update your password at any time? Follow this link to learn how to change your password. 

The maximum history a user is able to see is only 12 months, and limited to view only the 5 most recent events. Event types include:

• Gate In (Container arrives into CTO)
• Gate Out (Container leaves CTO)
• Load (Confirmed loaded on vessel)
• Discharge (Confirmed Discharged from vessel)
• On Board Vessel (Shown for imports once a shipping line reports the impending arrival notice)
• Dehire (Container arrives at a Container Park).

Empty containers do not display in search result using this service.

NOTE: For users who are container owners; More information than is outlined above will be displayed when searching their own container/s.

In the event that one/some of your employees have been left your employment, your company administrator needs to remove the access for these individuals.

If your company has recruited new staff, then these ‘new starters’ can replace the details of the past employee.

To replace employee details:

1. Log into our website – www.1-stop.biz
2. Click “My Account” (top right hand corner of the page)
3. Click “Users”, and then the “edit” button beside the user you wish to edit.
4. Change the name and contact details and hit “save”

To add a new user:

1. Log into our website – www.1-stop.biz
2. Click “My Account” (top right hand corner of the page)
3. Click “Users”, then scroll to the bottom of the page and click ‘add a person’.
4. Follow the prompts and hit “save”

If you have changed address, email or phone number, we need you to update this information.

To update this it is as simple as 3 easy steps:

1. Log into our website – www.1-stop.biz
2. Click “My Account” (top right hand corner of the page)
3. Click Company information and make the changes.

Once the changes have been made, simply hit update and the information will be automatically saved for you.

If your company has chosen to pay the 1-Stop Gateway subscription fee via direct debit from a credit card or bank account, your invoices are accessible online via Payment Management. You will need the have the relevant access assigned to your user account.

To view/ print the invoice, follow the steps below:

1. Log in to www.1-stop.biz
2. Go to Launch -> 1-Stop Gateway
3. This will take you to the 1-Stop Gateway Welcome Page. In the menu on the left, click on ‘Payment Management’. This will open up a new page.
4. If the invoice payment is pending, click on the “View Unpaid Invoices” button on the left. If the invoice amount has already been debited from your nominated bank account or credit card, search by date range by clicking the “Payment History” button.
5. Once the Invoice details come up, click on the invoice number to view/print it.

You will be sent via email a direct debit request form (DDR) by our service desk upon completion of your online registration.

Alternatively you may download the DDR form.

Download DDR form

There are limits on how many users you can assign Gateway access to depending on which tier of the 1-Stop Gateway you are currently subscribed to.

To see how many users you’re allowed for the type of subscription you have, go here.

Should you wish to upgrade your subscription so that you can add more users to your account, simply email sales@1-stop.com or call 1300 881 055. Any subscription upgrades will be billed Pro Rata to your subscription payment anniversary date.

From the 1st July, 2016, the SOLAS amendment requiring mandatory verification of the gross weight of packed containers becomes enforced.

All export containers leaving Australia must have the Verified Gross Weight (known as the Verified Gross Mass or VGM) declared to the terminal representative. And if there is no VGM, the terminal must not load the container.

Read more

For Replace:

If you have submitted a PRA with incorrect data you do not have to cancel it before resubmitting the correct data in a PRA.

You will need to send the terminal a REPLACEMENT PRA.

Do not cancel a PRA if you intend to deliver this container number to this terminal, instead send a REPLACEMENT PRA to the terminal for the same container.

1. The “Replace” option can be found in the “PRA History” screen.
2. Clicking “Replace” will bring up the PRA you have elected to Replace.
3. Change any data that was previously submitted incorrectly.
4. Click “Send to Terminal” to send the REPLACEMENT.

NB.: You will need to wait for an “ACCEPTED” response for the REPLACEMENT before attempting to deliver the container to the terminal or attaching the correct container data to your VBS booking.

For Copy:

If you have submitted a PRA with correct data and you have more containers to PRA with similar data you can COPY the first PRA and submit another Container with the same data in a PRA.

1.  The “Copy” option can be found in the “PRA History” screen.
2. Clicking “Copy” will bring up the PRA you have elected to Copy.
3.  Most data fields will be prefilled, enter additional data to complete a PRA as you usually would.
4.  Click “Send to Terminal” to send the new ORIGINAL PRA.

NB.: You will need to wait for an “ACCEPTED” response for this PRA before attempting to deliver this container to the terminal or attaching this container data to your VBS booking. The other container/s you have copied from have no connection to this PRA.

Only the most recent PRA submitted with a unique container reference will be recognized by the terminal and VBS

There are 5 PRA statuses which indicate where the PRA is at in the process. Refer to the table below for each status, the definition and required action (if any).

Whilst you use your own software, the program must send the PRA message to 1-Stop electronically.

The PRA message must:

1. Be as an attachment to the email, in either
2. The email must not include any text or images in the email body

See our technical specifications to the full instructions.

When a vessel is “cut off”, it means that the terminal cannot load containers on to it. Each vessel has a “cut off” date and time, and you find this in the vessel schedule.

If the vessel has been cut off but you still need to submit a PRA, contact your shipping line.

All late receival containers must be advised to the shipping line and relayed to the terminal on the “Late Receival List” in order to gain access into the terminal (and vessel).

Yes.

If you’re submitting the PRA through our website, then there is only the yearly subscription fee for access to the 1-Stop website.

There is no transaction cost for submitting a PRA.

If you’re submitting the PRA with a software provider, they may charge you and its best you contact the provider.

No.

The purpose of 1-Stop’s PRA was to eliminate errors associated with paperwork in regards to the declaration of exports. Consequently, it improved the standard of information for containers arriving at the terminal. Now, all export containers leaving any AAT, Patrick, DPW and Hutchison Ports terminals must first have an PRA accepted by the terminal before the container can be delivered.

So, the paper version of the PRA no longer exists for these terminals. They will only accept electronic PRAs.

The terminals listed in the link below have an EDI relationship with 1-Stop Connections, and can accept PRAs.

If you need to send a PRA to a terminal that is not listed here, then this means that the terminal does not accept PRAs. Instead, contact that terminal directly for further advice.

https://help.1-stop.biz/display/About/Terminal+Codes

The purpose of 1-Stop’s PRA was to eliminate errors associated with paperwork in regards to the declaration of exports. Consequently, it improved the standard of information for containers arriving at the terminal. Now, all export containers must first have an PRA accepted by the terminal before the container can be delivered.

So, the paper version of the PRA no longer exists, and terminals will only accept electronic PRAs.

When submitting a PRA via our 1-Stop Gateway, you may receive the above warning.

This is just a warning message to let you know that a PRA has been submitted by you or someone in your organisation in the last 7 days.

You can continue sending your PRA by clicking the button “Ignore Warnings and send to terminal”.

A PRA can be submitted three different ways.

1. 1-Stop’s website.

Subscribe to our 1-Stop Gateway product and:

1. Launch the 1-Stop Gateway
2. Go to PRA -> Create
3. Complete the web form and then click “Send to Terminal”

2. Use your own software.

You can purchase your own software to submit PRAs. You’ll need to work with your IT team if you need help.

3. User another software provider (such as Cargowise EDI, TradeGate, OzDocs, K-Line, BSM Global).

Contact those companies for advice on how to submit a PRA.

Once you’ve sent your PRA, it will be processed by the terminal, and they’ll send back an ACCEPTED or REJECTED message.

Only once the PRA is ACCEPTED will the container data be available in the VBS to attach to a booking.

If you have submitted a PRA with container number you do not intended to deliver to that terminal you will need to send the terminal a CANCELLATION PRA.

The process for cancelling your PRA will depend on how you submitted it. You’ll need to follow one of the three ways below.

1. 1-Stop Gateway customers, follow these steps.

1. Navigate to the PRA page and you will see the history and status of each of your PRAs.
2. Tick the checkbox of the PRA you wish to cancel.
3. Click on the cancel link next to your PRA. You haven’t cancelled it just yet. This will just bring up the PRA information. Click “Yes” in the warning message to confirm that you wish to submit a cancellation to the terminal.

2. Through your own software:

If you use your own software will need to contact your own IT support or vendor for advice on how to cancel a PRA.

3. Through another provider:

If you use another provider (such as Cargowise EDI, TradeGate, OzDocs, K-Line), you will need to contact them for advice on how to cancel a PRA.

NB.: Once you’ve sent a cancellation PRA, wait for an “ACCEPTED” response for the CANCELLATION before submitting a new PRA.

Only the most recent PRA submitted with a unique container reference will be recognized by the terminal and VBS

Depending on how you submitted your PRA, you’ll need to use one of three ways to find out the status of your PRA, as follows:

1. 1-Stop Gateway customers: navigate to the PRA page and you will see the status.
2. Customers who use their own software: your software should display the status but if you need assistance you’ll need to email 1-Stop helpdesk: helpdesk@1-stop.com or call on ph 1300 881 055.
3. Customers of other software providers (such as Cargowise EDI, TradeGate, OzDocs, K-Line): your software should display the status but if you need assistance you’ll need to contact your provider.

The 1-Stop vessel schedule provides accurate vessel information for all of the Patrick, DP World and AAT operated terminals around Australia.

The information is delivered to 1-Stop electronically from the terminals, who in turn receive their information from the shipping lines.

If the information you have from the shipping line doesn’t match the 1-Stop vessel schedules, it is most likely that the shipping line needs to either update the information given to you, or the terminal.

Shipping lines have the option to choose how frequently the booking lists are sent to 1-Stop.

Some shipping lines send through updated booking lists once a new booking is created or amended.

You can send the Booking List straight from your system to ours, in either CSV or EDIFACT format.

For more information, see the Technical Specifications.

Not yet.

The Dehire event status will be available soon though.

The cost of ComTrac is based on the expected volume of alerts per annum; i.e the number of alerts sent per annum.

Click on the Pricing link at the top for more info.

Your annual volume will be reviewed on the anniversary of your subscription and the price of renewal for the following year is adjusted to reflect the previous year’s volume.

Our ComTrac product will deliver to your system

• Vessel schedules
• Container alerts

Give us a call, and we’ll walk you through how you can receive the data straight into your software.

You can find more information about Customs Depot Reporting by going to
Product -> Reporting -> Customs Reporting

or simply by clicking on this link.

Here you will find:

• User Guides
• Pricing

If you have any questions about it you can always contact our helpdesk.

It’s possible that the message hasn’t made it to ICS and we have to determine where the transmission broke down.

First, please confirm with your provider that OUTTURN message has left your system and has been sent on to 1-Stop.

If your provider confirms that the message has left your system, then 1-Stop will need to investigate.

Please contact our helpdesk and be sure to provide the following details:

• Date and time that the message was sent.
• The filename of the OUTTURN message.
• A copy of the actual content of the message.

Send all these details to: helpdesk@1-stop.biz.  A team member will then log a support case, provide you with the case number and a resolution.

1-Stop has included the functionality of a control message for Rail Tagging and Release.

The control message serves as an acknowledgement for the sender of the message, and the acknowledgement may either be a REJECTED or ACKNOWLEDGED status.

With this, the sender will be informed if their message is being processed or needs to be resent to 1-Stop. See our User Guides and Technical Specifications for more info.

We accept two types of message formats: XML and EDIFACT.

To learn more about them, and how you can send messages from your system to ours, see the User Guides and Technical Specifications.

Yes, aside from the control message 1-Stop will also be sending a rail release response message to the sender or the nominated email address on the message.

The rail release response message indicates whether the Tag or the Release message has been processed or accepted by the terminal.

Please refer to the message specifications for the error codes and their descriptions.

Rail Tagging and Release can be sent using 1-Stop’s Website or using the two message formats available in 1-Stop.

If you want to find out how to send Rail Tagging and Release messages from your own systems, take a look at our User Guides and Technical Specifications.

When you go to attach your container to your booking, the system looks up the container number and matches it against the information the vessel schedule.

If the information matches, you’ll be able to attach it.
If not, you’ll get that error message.

Possible mismatching information could be related to the:

• ETA and ETD
• Voyage number
• Against the vessel that the container is on.

What you can do:

• When attaching your container, look at the dropdown box on the “vsl/voy” section and select the vessel/voy number that is listed there
• Contact us so that we can request the terminal to send us an updated vessel schedule

VBS is also known as TABS

Our flagship product, the VBS, is the premier system for the Terminal to Landside interface. The VBS is active in 12 Terminals across Australia, New Zealand and South East Asia.

Our Vehicle Booking System (VBS), the tool that drives efficiencies to reduce those common issues. It’s not just a booking system – it’s a terminal capacity management system.

Read more information here

If you are seeing this message:
“You cannot make bookings at this time as your account is either restricted or inactive. Please call the terminal directly to have this rectified.”

It is because you owe payment for 1 or more invoices, and your VBS access has been “Restricted”.

In this “Restricted” state, you will only be able to login and navigate through the screens to view information.  You won’t be able to make any new bookings.

To lift this restriction, contact the Terminal’s accounts department and resolve the outstanding amounts.

A ‘No Show’ occurs when a truck does not make the appearance at the terminal during the nominated slot time, after having confirmed the booking.

When this occurs, the booking will be treated as a “No Show” and you may be charged additional fees. The container number on the booking will then be prefixed with a “NS” and you cannot amend the booking.

The container will then be available for you to confirm against another booking.

You may receive this error message when attaching an EIDO PIN to your TABS booking.

To be able to attach the PIN, the following must have happened:

• The shipping line has sent the EIDO to the terminal through 1-Stop
• The terminal has confirmed that they accept the EIDO and respond with an ACCEPTED message to 1-Stop

So if you can’t attach the container to your booking, it might be because:

• The vessel / voyage / terminal and discharge port details that you have are not aligned with what the shipping line, terminal and 1-Stop have. 1-Stop can check this and if there are any mismatches we will ask you to contact your shipping line to verify the information with your and they will need to resend the eIDO in some cases.
• The terminal’s confirmation response has not been received by 1-Stop. We can check this also and if we don’t have it we’ll take the necessary action to have it remedied.

TABS data comes from the data that we receive hourly from the terminals.

The vessels displayed are all the vessel for the selected terminal.

Below are the columns displayed on the screen and an explaining of where that data comes from:

• ETA – directly from the ETA in the vessel feed as displayed in the vessel schedule
• Vessel – the vessel name as it appears in the vessel feed as displayed in the vessel schedule
• Lloyds – the lloyds number as it appears in the vessel feed as displayed in the vessel schedule
• In Voyage – the vessel voyage in number as it appears in the vessel feed as displayed in the vessel schedule
• Out Voyage – the vessel voyage out number as it appears in the vessel feed as displayed in the vessel schedule
• First Availability – this date comes from the date of the ‘last discharge’ message the stevedore sends to 1-Stop
• First Free – this date comes from the vessel Import Availability Date as it appears in the vessel feed as displayed in the vessel schedule. (for DP WORLD PORT BOTANY add +1 day extra)
• Storage Start – this date comes from the vessel Import Storage Start Date as it appears in the vessel feed as displayed in the vessel schedule.

Please click on the link below to view the user guide:

https://help.1-stop.biz/display/TCE/Train+Consist+User+Guide+v2.0

Did you know you can use the “forgotten password” feature in the login screen to update your password at any time? Follow this link to learn how to change your password. 

When you go to attach your container to your booking, the system looks up the container number and matches it against the information the vessel schedule.

If the information matches, you’ll be able to attach it.
If not, you’ll get that error message.

Possible mismatching information could be related to the:

• ETA and ETD
• Voyage number
• Against the vessel that the container is on.

What you can do:

• When attaching your container, look at the dropdown box on the “vsl/voy” section and select the vessel/voy number that is listed there
• Contact us so that we can request the terminal to send us an updated vessel schedule

Our flagship product, the VBS, is the premier system for the Terminal to Landside interface. The VBS is active in 18 Terminals across Australia, New Zealand and South East Asia.

Our Vehicle Booking System (VBS), the tool that drives efficiencies to reduce those common issues. It’s not just a booking system – it’s a terminal capacity management system.

Read more information here

A ‘No Show’ occurs when a truck does not make the appearance at the terminal during the nominated slot time, after having confirmed the booking.

When this occurs, the booking will be treated as a “No Show” and you may be charged additional fees. The container number on the booking will then be prefixed with a “NS” and you cannot amend the booking.

The container will then be available for you to confirm against another booking.

You may receive this error message when attaching an EIDO PIN to your VBS booking.

To be able to attach the PIN, the following must have happened:

• The shipping line has sent the EIDO to the terminal through 1-Stop
• The terminal has confirmed that they accept the EIDO and respond with an ACCEPTED message to 1-Stop

So if you can’t attach the container to your booking, it might be because:

• The vessel / voyage / terminal and discharge port details that you have are not aligned with what the shipping line, terminal and 1-Stop have. 1-Stop can check this and if there are any mismatches we will ask you to contact your shipping line to verify the information with your and they will need to resend the eIDO in some cases.
• The terminal’s confirmation response has not been received by 1-Stop. We can check this also and if we don’t have it we’ll take the necessary action to have it remedied.

Once you register for the VBS, a registration email is sent to the container terminal operators (CTO).

They will review and respond to 1-Stop to approve and activate the registration or not.

Once 1-Stop are advised to activate the registration, you will receive an email within 4 hours indicating that your VBS account has been activated and ready to use.

VBS data comes from the data that we receive hourly from the terminals.

The vessels displayed are all the vessel for the selected terminal.

Below are the columns displayed on the screen and an explaining of where that data comes from:

• ETA – directly from the ETA in the vessel feed as displayed in the vessel schedule
• Vessel – the vessel name as it appears in the vessel feed as displayed in the vessel schedule
• Lloyds – the lloyds number as it appears in the vessel feed as displayed in the vessel schedule
• In Voyage – the vessel voyage in number as it appears in the vessel feed as displayed in the vessel schedule
• Out Voyage – the vessel voyage out number as it appears in the vessel feed as displayed in the vessel schedule
• First Availability – this date comes from the date of the ‘last discharge’ message the stevedore sends to 1-Stop
• First Free – this date comes from the vessel Import Availability Date as it appears in the vessel feed as displayed in the vessel schedule. (for DP WORLD PORT BOTANY add +1 day extra)
• Storage Start – this date comes from the vessel Import Storage Start Date as it appears in the vessel feed as displayed in the vessel schedule.

To register and become a ComPay member is FREE.

To receive a payment through ComPay is also FREE.

The only fees charged are to the payer, the one who is making the payment. For more information, go to the Pricing page.

It depends on:

• If you’re about to sign up, you can nominate on the Direct Debit Form if Dual Auth required. You may select a minimum dollar amount for when dual authorisation becomes applicable.
• If you’re an existing ComPay member, the Master Administrator can email the Service Desk advising you wish to set it up. The Master Admin can then assign individual users authorisation level 1 or 2 at the Admin page.

Yes, both the payer and the payee can now cancel a debit payment in ComPay:

• Just log onto ComPay and Go to Payments -> Cancel payment menu option
• Once you request for cancellation – we will send the request to the other party via email. They are then required to approve or reject the request. Once approved or rejected, you will receive an email.
• You can only cancel before the daily settlement (3:15pm Eastern Standard Time each day).
  If the approval of the cancellation does not occur by the settlement time, the payment cannot be stopped. You will have to organised the reversal of funds directly with the payee.

Instructions here

You can register for ComPay to receive payments from other members. And you can also register to receive Credit Card payments from unregistered users.

There is a monthly fee of $50 + GST for this feature though, and it can be switched on by completing and returning this ComPay Credit Card Receipt Form to helpdesk@1-stop.biz or by fax to (02) 9567 9967.

If your company already has a ComPay account, be sure to enter your Client ID on the form.

Did you know you can use the “forgotten password” feature in the login screen to update your password at any time? Follow this link to learn how to change your password. 

1-Stop’s Access Card and the combined MSIC & Access Card grants you swipe access to these container terminals:

• DP World (DPW)
• Patrick (PAT)
• Hutchison Ports Australia (HPA)
• Australian Amalgamated Terminals (AAT)

You just need to purchase our combined MSIC & Access Card or just the Access Card if you have an MSIC from elsewhere. Make sure you select the terminal you need to visit, and complete the online induction and test for that terminal.

You will need the following:

• A valid email address and mobile number
• At least 10 years of address history (current and past addresses) and the dates you lived there
• Your identification documents
• Details of your business or employer, including a point of contact as proof of your operational need
• If you’re not an Australia citizen, proof of your visa or residency status via VEVO
• PDF reader software (you can download Adobe PDF reader HERE

A select number of Aust Post outlets will take your photo for you for FREE.

This means a faster, easier process for you. To see which outlets are participating, go online and complete your MSIC application. When you get to the end, you’ll need to nominate a post office. Then you will see which outlets will take your photo for free.

Please see table above for cost of MSIC, MSIC and Access or Access only

With all the necessary identification documents at hand, you can apply online and submit your Application form at a post office all within a day.

For a list of documents you must have, click HERE.

Once your application is received, AusCheck will conduct an extensive background check that comprises of the following:

• a security assessment by the Australian Security Intelligence Organisation (ASIO)
• a criminal history check by the Australian Criminal Intelligence Commission (ACIC)
• an immigration check (if required) by the Department, to confirm the right to work in Australia
• a document verification service (DVS) by the Department, to validate your Australian ID against the document issuing agency

This process can be lengthy and is beyond our control. To avoid, or minimise delays, we urge you to complete your application early and provide information as accurately as possible in one go.

Once your background check is validated by AusCheck, we will print your card and send it to your nearest post office within a week.

Once an MSIC is cancelled, that is final.

So if you now need an MSIC, you must apply for a brand new one. That is, you must start the process all over again. Go to MSIC to apply.

You will need a replacement MSIC.

Follow these instructions to get a replacement card:

• Log into MSIC
• Click the “Replace lost, stolen or damaged card” link
• Log in and follow the prompts

Note: Visit the Pricing page for the cost of replacing your MSIC.

When your MSIC card expires, if applicants are:

1. Completing a renewal application: they need to hang on to their expired MSIC card, as when applicants go to collect their new MSIC card, they need to hand over the old card.
2. Not renewing:  they need to mail their expired card back to us. The mailing address is found on the back of the card – Po Box 3201, Redfern, NSW, 2016 Australia