FAQs

Did you know you can use the “forgotten password” feature on the login screen to update your password anytime? Click Here to update or change your password.

Yes. The Dehire event status is available for import containers.

The alert system will continue to check the events including after the initial event has triggered upon a certain setup.

Please contact our sales team ([email protected]) to find out more and to access the technical specifications.

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

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.

For further information on pricing, please refer to the pricing tab on the OneStop ComTrac page. To discuss the pricing options available to you, please reach out to our sales team via [email protected].

Our OneStop ComTrac product will deliver to your system:

■  Vessel schedules

■  Container alerts

Drop us an email at [email protected], and we’ll set up a time to walk you through how you can receive the data straight into your software.

Did you know you can use the “forgotten password” feature on the login screen to update your password anytime? Click Here to update or change your password.

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

■  Gate In (Container arrives at CTO or Depot)

■  Gate Out (Container leaves CTO or Depot)

■  Load (Confirmed loaded on the vessel)

■  Discharge (Confirmed Discharged from a vessel)

■  On Board Vessel (Shown for imports once a Shipping Line reports the impending arrival notice)

■  Dehire (Container arrives at a Container Park).

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 left your employment, your company administrator will need 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. Login to our website – My OneStop
2. Click “Users”, and then the “edit” button beside the user you wish to edit.
3. Update the name and contact details and hit “save”

To add a new user:

1. Login to our website – My OneStop
2. Click “Users”, then scroll to the bottom of the page and click ‘add a person’.
3. Follow the prompts and hit “save”

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

To update this it is as simple as 2 easy steps:

1. Log into our website – My OneStop
2. 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 OneStop Gateway subscription fee via direct debit from a credit card or bank account, your invoices are accessible online via Payment Management. You will need to have the relevant access assigned to your user account in order to access it via Payment Management.

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

1. Log in to OneStop Gateway
2. Once on the OneStop Gateway Welcome Page, in the menu on the left, click on ‘Payment Management’, this will open up a new page.
3. 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.
4. 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

Your OneStop Gateway subscription tier will determine how many users you can assign Gateway access to.

To see how many users you’re allowed for the type of subscription you have, please refer to the pricing tab via our OneStop Gateway product page.

Should you wish to upgrade your subscription so you are able to add more users to your account, you will need to email [email protected] or call 1300 881 055. Any subscription upgrades will be billed Pro Rata to your subscription payment anniversary date.

From the 1st of 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 that 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 OneStop 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

Contact our sales team ([email protected]) to access technical specifications with the full instructions.

When a vessel is “cut off”, it means that the Terminal cannot load containers onto 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 to 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 OneStop Gateway 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 it’s best you contact the provider.

No.

The purpose of OneStop’s PRA was to eliminate errors associated with paperwork in regard 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 a 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 OneStop 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 OneStop’s PRA was to eliminate errors associated with paperwork in regard 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 a 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 OneStop 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 in three different ways.

1. OneStop’s website.

Subscribe to our OneStop Gateway product and:

1. Launch OneStop 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, or 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 a container number you do not intend 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. OneStop 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.

Note: 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. OneStop 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 the OneStop help desk: [email protected] or call on 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 OneStop vessel schedule provides accurate vessel information for all of the Patrick, DP World, VICT and AAT operated Terminals around Australia.

The information is delivered to OneStop 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 OneStop 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 OneStop.

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, contact us ([email protected]) to gain access to the Technical Specifications.

Did you know you can use the “forgotten password” feature on the login screen to update your password anytime? Click Here to update or change your password.

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

If you want to find out how to send Rail Tagging and Release messages from your own systems, please contact our sales team ([email protected]) for more information and to gain access to the technical specifications.

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

Transport Operators can learn more about them, and how you can send messages from your system to ours, by contacting our sales team ([email protected]) for more information and to gain access to the technical specifications.

OneStop 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 OneStop.

Yes, aside from the control message OneStop 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.

All Patrick or DP World terminals that handle trains.

We recommend reaching out to the Terminal directly as this is discretionary on a per Terminal basis.

OneStop also provides alternate connectivity. Please reach out to our sales team ([email protected]) to discuss the technical specifications required to do so.

You can easily reset your password by clicking on the “forgotten password” button on the login screen at any time. You will be required to enter your username details and select to have your temporary password set by email or SMS.

Or

If you are not sure of your username you can select the “Don’t know your username” link and choose to have your username details sent to you via email or SMS.

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

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 an “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 OneStop 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 OneStop

■  The terminal has confirmed that they accept the EIDO and respond with an ACCEPTED message to OneStop

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 OneStop have. OneStop can check this and if there are any mismatches we will ask you to contact your shipping line to verify the information with you and they will need to resend the EIDO in some cases.

■  The terminal’s confirmation response has not been received by OneStop. 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 OneStop VBS, a registration email is sent to the container terminal operators (CTO).

They will review and respond to OneStop to approve and activate the registration or not.

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

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

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

Below are the columns displayed on the screen and an explanation 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 OneStop

■  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.

Did you know you can use the “forgotten password” feature on the login screen to update your password anytime? Click Here to update or change your password.

Registering and becoming a ComPay member is FREE.

To receive 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 Tab.

It depends on:

■  If you’re about to sign up, you can nominate on the Direct Debit Form if Dual Auth is 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 on the Admin page.

Yes, both the payer and the payee can cancel a debit payment via 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 (3:15 pm 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 organise the reversal of funds directly with the payee.

Instructions on how to cancel a debit payment via ComPay can be found here.

You can register for ComPay to receive payments from other members. You can also register to receive payments from unregistered users.

There is a monthly service fee of $110 incl GST for this feature though, and it can be switched on by completing and returning this ComPay Credit Card Receipt Form to [email protected] 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.

You can view the ComPay Product Disclosure Statement here: https://www.1-stop.biz/product-disclosure-statement/

Did you know you can use the “forgotten password” feature on the login screen to update your password anytime?  Click Here to update or change your password.

OneStop’s Access Card and the combined MSIC & Access Card, grants you swipe access to the following container terminals:

■  DP World (DPW)

■  Patrick (PAT)

■  Hutchison Ports Australia (HPA)

■  Australian Amalgamated Terminals (AAT)

■  Victorian International Container Terminal (VICT)

You will need to purchase our combined MSIC & Access Card, or if you have an MSIC from somewhere else, you can buy the Access Card on its own. Be sure to select the terminal you need to visit and complete the online induction and test requirements for that terminal.

To complete your MSIC application you will need the following:

■  A valid email address and mobile phone 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 are not an Australian Citizen, proof of your visa or residency status via VEVO

■  PDF reader software (which can be downloaded here)

Yes, however, the following conditions apply:

■  You must have an operational need for an MSIC

■  You must currently be overseas

■  You must use an Australian Government Agency overseas to have your ID checked

■  Once you have completed your MSIC application, take the application to the Australian Government Agency to verify it and your ID. The agency will place their wet stamp on your documents. Then just mail your application and stamped documents to OneStop for processing.

Our mailing address can be found on our Contact page.

NOTE: You will be required to provide an Australian postal address and collect your card from an Aust/Post Outlet

A select number of Australia 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 be able to see which outlets will take your photo for free.

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, please click HERE.

Once your application has been received, AusCheck will conduct an extensive background check that comprises 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 ten business days.

Once an MSIC is cancelled, that is final.

So if you now need an MSIC, you must apply for a brand new one. This will require you to start the process from the beginning again. You can do this by going to MSIC to apply.

You will need to order a replacement MSIC by following these instructions:

■  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:

■  Completing a renewal application: you will need to hang on to your expired MSIC card, as applicants are required to hand over their old card when collecting their new MSIC card.

■  Not renewing:  you will need to mail your expired card back to us. The mailing address can be found on the back of the card – GPO Box 5321, Sydney, NSW, 2001 Australia