Troubleshooting
Find the thing you are seeing, read what it means, and do what the last column says. Nothing on this page requires technical knowledge.
If you have to report a problem, note the exact wording of any message, the reference it shows (a long string of letters and digits), the screen you were on and roughly when it happened. That is usually all the ITS team needs.
Signing in
| What you see | What it means | What to do |
|---|---|---|
| Invalid username or password | The user name and password do not match | Type them again carefully. Repeated failures can lock the account for a while; wait before trying again |
| No invitation e-mail arrived | It may be in the spam folder, or the address on your account is not the one you are watching | Check spam, then ask your administrator which address the account carries |
| The invitation link has expired | Invitation links work once, for a limited time | Use Forgot Password? on the sign-in form |
| Sign in takes you straight in, without a password | The sign-in service still holds your earlier session | Normal on your own computer. On a shared one, always finish with Sign out |
| After signing in you land on System integration | That is the starting page for administrators | Select Overview or Declarations in the header |
| After every sign-in you land on a bare Page not found | The portal remembers the last page you were on, and it was a mistyped address | Type the address of a real page, such as the portal address followed by /declarations/list |
| You are back on the landing page without asking | Your session ended after a period without activity | Sign in again. See Your session and signing out |
"Not allowed" looks like a fault
The portal shows you only what your account may use, but a few pages, opened by typing their address, do not yet say so clearly.
| What you see | What it means | What to do |
|---|---|---|
| A tab or an area is missing | Your account does not include it | See What each role can do. Ask your administrator if you need it |
| Request failed — Forbidden from access, with ERR-006 and a reference | You opened a page your account may not use, such as Governance | Nothing is broken. Go back |
| Loading roles… that never finishes | You opened the roles page without the right to read roles | Nothing is broken. Go back |
| Not available / No declaration with this serial number is visible to your administration. | The declaration does not exist, or it is outside your scope. ITS will not say which | Check the serial number. If it is right, the declaration belongs to another administration's scope |
| Page not found, with no header | The address does not exist | Use your browser's back button, or open the portal address again |
Finding declarations
| What you see | What it means | What to do |
|---|---|---|
| Nothing to show in the register | Nothing in your scope matches your filters or your search | Clear the filters and try part of the serial number |
| A declaration you expected is missing | It is outside your scope, or the serial number is mistyped | Check the number with whoever gave it to you |
| Created shows a different day from the date in the serial | The serial uses ITS's clock in UTC; Created uses your browser's time zone | Nothing. Both are right |
| Departed for goods that have reached their destination country | The destination released them inland to reach an inland office | Read the Route column's (last stamp …) or the corridor |
| Held by: Between administrations on a discharged declaration | A display fault after the discharge | Ignore it. The discharge is the last act. See Known limitations |
| Selecting Overdue now shows every declaration | The register has no overdue filter | Use the Register report's overdue worklist |
Public pages
| What you see | What it means | What to do |
|---|---|---|
| That is not a full code | Fewer than 26 characters were typed | Check the code under the QR code and type all of it |
| No match on Verify | No document has that code | Check the code. A code that never matches was not issued by ITS |
| No match on Track | The serial number or the TIN is wrong, or the TIN is not the declarant's or the consignee's | Check both against the document |
| The Track button stays greyed out | One of the two fields is empty | Fill both |
| Times on Track differ from the officer's by a few hours | The times are in your browser's time zone, though labelled UTC | Nothing; the order is right |
Figures that look wrong
| What you see | What it means | What to do |
|---|---|---|
| Every Overview comparison points down early in the month | This month so far is compared with the whole previous month | Set From and To to compare equal periods |
| Discharged differs from the funnel's Discharged | They count differently: the funnel follows only declarations registered in the period | Quote the one that answers your question, and say which |
| A REC's figures include countries that are not its members | A known fault in how REC membership is read for analytics | Check against the register before quoting. See Known limitations |
| Many refusals, and notices saying your requests were refused | Most are the portal's own background requests | Look for your system's real calls in Failed transmissions. See Failed transmissions |
| 0 tracked consignments on the map | No seal platform is reporting positions | Nothing to do in the portal |
Messages and loading
| What you see | What it means | What to do |
|---|---|---|
| Grey placeholder rows or Loading… | The page is still loading. Some take fifteen seconds | Wait. If nothing arrives after half a minute, reload |
| A message in the corner of the screen with a reference | A request failed | Note the wording and the reference, reload and try again. If it persists, report it |
| Some readings are unavailable on the Overview | One or more tiles could not load | Select Try again; the rest of the page is current |
| Could not load declarations | The register could not be read | Reload. If it persists, report it with the reference |
| The language menu cannot be selected | The city clocks or the header's notch cover it, or it is hidden to make room for Help | Choose the language on the public landing page before signing in |
| Still there? with a countdown | You have been inactive; you will be signed out | Select Stay signed in |
Getting help
- For a problem with your customs system's connection to ITS, see Support and Errors and troubleshooting.
- For your account, ask your organisation's administrator.