Product Knowledge FAQs

Q: How can I scroll to edit commodity codes on an iPhone when the scroll toggle is not working? 

A: Commodity code fields in mobile view may require horizontal scrolling. Rotate your iPhone to landscape mode, or use one or two fingers to swipe horizontally. Ensure your browser is up to date, and clear any saved sessions if scrolling still doesn’t work. 

Q: Why did duplicating a past successful entry not work this time?
 A: Regulations and validations are always evolving, which may cause issues with previously successful entries. 

Q: Is a customs declaration required when importing a used car from England to Northern Ireland?
 A: It is best to speak with a local customs agent who can provide the most accurate advice based on your specific situation. 

Q: Why can't I create a new address in the system?
 A: The Street field for the address is limited to 35 characters. Try shortening the address and ensure there are no commas. 

Q: Could you grant us a week-long trial access? Our current workflow is severely hampered by constant errors in declarations, where resolving one issue leads to further confusing messages.
 A: Like any SaaS solution, we don't offer trials. 

Q: I don't have access to create consignors and consignees in the Sandbox environment.
A: The contacts module is limited to your main company account, and users are not able to utilize the contacts.

Q: I already have an account set up (the master account for our company). Could you please double-check if everything is correct? Do I need to activate it, or is it already active?
A: You can continue using your existing login for the iCustoms application as usual.

Q: I've successfully logged in, but all my previous declarations and templates are missing.
A: Try clicking on the dashboard from the sidebar, and then click on product again to load the product listing page.

Q: Could you please provide an ETA for setting up our accounts?
A: Set up the direct debit here. The payment covers the next 30 days from your start date today. Once the direct debit is set up, we'll provide sandbox access for ENS declarations and arrange a walkthrough training session. I recommend getting this done now to ensure a smooth go-live.

Q: Is there a trial period in case we're not satisfied with the functionality?
A: We don't offer trials. Our team will ensure everything is in place for a smooth start. We provide full training, so as soon as you confirm, our onboarding team will get you set up quickly. 

Q: The system isn't loading—can you confirm if it's down?
A: Performing a hard refresh on your browser (Ctrl + Shift + R). Try clicking on the dashboard from the sidebar, and then click on product again to load the Product listing page. Let me know if the issue persists, and I'd be happy to assist further.

Q: I've purchased a CNS badge code to cover the port listed below. How can I link it to my iCustoms account in order to clear cargo for this port?
A: Sure, I will add these records to your account against the given badges, but we require the password as well along with the topic and username. I can see the topic and username for these badges, but the password is missing. If you share the password, then I will be able to proceed. 

Q: Is the system now set up to connect with Irish Revenue for Irish import declarations?
A: Currently, the UI for Irish entries is unavailable, but you can use the iCustoms APIs to submit live Import/Export declarations to Irish Customs (Revenue). 

Q: Why did I receive 88 emails from Customs Cloud, and what caused this?
A: The system is catching up on export notifications that weren’t synced earlier. Notifications need to be manually synced using the "Sync Notifications" button, which triggers email alerts for each clearance or query.

Q: What does the "Condition violation (Missing)" 13 error mean when creating a T1?
A: This error relates to the UCR condition violation. We will review it and add your UCR at the master level.

Q: How can I add users to iCustoms?
A: Your account may not have admin permissions. Contact the account owner to grant you admin access from the user settings.

Q: Why is the T1 document released without a barcode?
A: We manually printed the document for you, as the system has not yet generated it correctly. 

Q: Why is the system showing an incorrect total net weight despite correct line entries?
A: Remove the total net mass from the header as HMRC does not require it, and you can proceed without it.

Q: Why can't I find the iClassification feature in my dashboard?
A: The feature is live, but you may need to access it through another ticket that has already resolved your query.

Q: Why does the system request "KGN" as the unit of measurement?
A: According to HMRC documentation, "KGN" (kilograms of nitrogen) does not exist. Instead, HMRC uses "KNI" for kilograms of nitrogen. 

Q: Why is my submitted document showing as "DMSREJ"?

A: The shows that your entry is being rejected you can check for the possible error by looking at the notification to better know why your entry was rejected.

Q: The system is performing poorly and information is missing from customs clearances. What should I do?
A: Try performing a hard refresh on your browser (Ctrl + Shift + R), log out, and log back in. This should resolve the issue.

Q: Why is there a red "x" when adding a consignee address?
A: Ensure the street address is limited to 35 characters. If the address exceeds this limit, shorten it and try again.

Q: Why isn’t the inventory-linked MRN showing as "received"?
A: Sometimes the latest notifications are delayed in the queue. To ensure you have the latest status, click the three dots next to the entry and select "Sync Notification."

Q: How can I sync notifications for multiple entries at once?
A: Multi-syncing is a feature we are working on, and it will be available in future updates. Currently, you can manually sync notifications for individual entries. 

Q: Why is the system removing or replacing information from a declaration?
A: This issue may occur if two entries are open simultaneously in a single browser, causing data overlap or removal. Make sure to keep only one entry open at a time.