Frequently Asked Questions

Ask a new question

Dubai Trade & User Management

  • What is Dubai Trade Portal?
  • Who can avail the services through Dubai Trade Portal?
  • Are there any restrictions for accessing the Dubai Trade Portal and its services?
  • Is my Information secure on the Dubai Trade Portal? Can any other user see my company’s information?
  • Is Dubai Trade Portal Available 24/7?
  • What are the working hours of Dubai Trade Customer Care?
  • Whom do I contact if I have a Problem?
  • How do I request for Training on Dubai Trade?
  • What is User Management?
  • What is Sub-User Creation and How to allot the services?
  • Can I change my password?
  • What do I do if I forget my password?
  • How can I change the email of a registered user on Dubai Trade Portal
  • I do not know what is my user ID / Email?
  • I do not have an access to the registered email. How can I change the email address before resetting the password?
  • Our Company Administrator is no longer in employment. How do we change his details including User name & password?
  • An employee has left our company. How do I cancel his access on Dubai Trade?
  • I have created a Sub-User but cannot find any service after login. What could be the possible reason?
  • What is the purpose of Dubai Trade Message Centre?
  • Can I use Dubai Trade Message Centre to report eService Issues?
  • Can I use Dubai Trade Message Centre to communicate with my internal and external customers/partners including Dubai Trade?
  • I’m an administrator on Dubai Trade; Can I disable Message Centre for other Dubai Trade users in my company?
  • Can I send attachments through the Message Centre?
  • Is there an Inbox size limit?
  • How long the message will be available in my Inbox?
  • How do I follow-up for a response for any of my earlier message to Dubai Trade Team?
  • What should I do in case I encounter an issue with Dubai Trade Message Centre?

Dubai Trade Portal Subscription

  • What is Dubai Trade Subscription?
  • What are the different Subscription plans available?
  • What are the criteria for charging subscription?
  • What benefits do I get by subscribing to Dubai Trade Portal?
  • How can I pay my subscription fee on Dubai Trade Portal?
  • What Payment method I can use for subscription payment?
  • Can I pay for subscription fee by cash or cheque?
  • What should I do if I get the message "Your previous transaction is still pending, please try later"?
  • How do I amend the Trade License details?
  • What should I do if Trade License issuing authority is not available?
  • How can I check what subscription package I have subscribed for?
  • How can I check the Validity of my subscription?
  • How can I get the payment receipt?
  • Can I do subscription payment for a different Dubai Trade registered company?
  • I have subscribed to Dubai Trade Subscription package, however due to business reasons I will not be using Dubai Trade services any more. Can I apply for a refund or transfer my subscription to another company?
  • We have subscribed for Annual plan but our Trade License will expire in 3 months’ time, what will happen to the subscription if there is a delay in license renewal?

Rosoom

  • What is Rosoom?
  • How many modes of payment available and are there any Processing Charges involved?
  • What is Direct Debit?
  • Which Banks can be used for Direct Debit?
  • What is e-Dirham card?
  • What are the different types of e-Dirham Cards? Which ones I can use online?
  • What are e-Dirham contact numbers?
  • Where and how do I get e-Dirham card?
  • How can I check my balance in e-dirham account?
  • How can I top up my e-Dirham card?
  • If I lost my card, what do I do?
  • What is the Minimum & Maximum amount of e-Dirham card transaction ?
  • What Do I do if I forget the Pin Code?
  • How do I know if the payment was successful?
  • What if my internet connection gets disconnected during the payment?
  • How secure and confidential are my transactions?
  • 1) Can I change the Card Type on the 2nd page after selecting the Card type on the 1st Rosoom page?
  • What is Cancel Order?
  • What should I do if I am getting the error ‘Your Order was declined, Please verify your information’ ?
  • What is the difference between the Payment page and the Review page?

Shipping Agent Services

  • What is a Manifest file?
  • How can I get the DPA MAN software?
  • My Manifest file is uploaded successfully but MRN is not generated. What could be the possible reasons?
  • How can I check for Bill of Lading errors in my uploaded manifest and how do I correct the same?
  • What details can I amend using the Amend Manifest File service?
  • How do I get the MRN if I have a Split NOC?
  • What is the Amend - LCL Delivery Location Service used for?
  • I have the Vessel name and Voyage details, can I trace the Rotation details for the same online?
  • What is a Bill of Lading?
  • Can I amend a Bill of Lading after the Delivery Order is issued?
  • What is the difference between Amend - Bill of Lading Correction and Amend - Bill of Lading?
  • Where can I check details for my Bill of Lading?
  • What is Delivery Order?
  • How do I Amend the Delivery Order and what details I can amend?
  • I created the Delivery Order but do not take the print. How do I take a print out of the same?
  • Can I cancel Delivery Order online at any point of time?
  • What is Amend Delivery Order Extension?
  • What types of NOC can I issue online and how?
  • I have issued an NOC to wrong agent, how do I amend the same?
  • I am unable to cancel my NOC – What can be the reason?
  • What is the Amend Split NOC Container service used for?
  • How do I make Rotations for containers coming to ports outside Dubai?
  • What is the service Crane Booking Request used for?
  • What is DP World Payment service used for?
  • Where can I get the Statement for DP World payments transactions?
  • I did not make a note of my Statement Reference/Receipt number after making DPW payment, where can I enquire for the same?
  • Where can I enquire details of a particular container?
  • Can I put containers on hold and release the same online?
  • What changes can I make to my Booking Reference or Container request?
  • What information can I get from the Container Statistics service?
  • What data can I retrieve from the Container Exception Report?
  • What is OTO and who does the mapping?
  • Is it possible to do OTO mapping for multiple BOL’s at once?
  • Where can I trace the status of the OTO mapping done?
  • When can the OTO declare the Statement Quantity?
  • What is the service Berth Booking Request used for?
  • How do I check status for my berth bookings? Also will I be able to make amendments if required?
  • Can I Hold and Release my cargo?
  • How can I check if a particular BRN held is released or not?
  • What is Berth Booking Request CT?
  • Can I create a Berth Booking for the vessel not under my agency?
  • How do I know if my Berth is created?
  • Can I amend the information on created Berth Booking?
  • What should I do if I want to change the Terminal from one to another?
  • What is Export Booking service for?
  • Can I make Export Booking request for MT out from one Terminal and EXP return to another Terminal?
  • How can I amend Export booking that I created?
  • What information can I get from ‘Container Request Report’
  • What is the maximum date range for service ‘Container Request Report’?
  • Where and how can I update Container Damage Remarks?
  • Can I view my Container Damage request?
  • Where can I get the damage codes?
  • What is service ‘Container Hold/Release Instruction’ for?
  • How many Types of Hold/Release Instructions are there on Dubai Trade?
  • Can I Hold/Release container/s that belongs to other Shipping Agent?
  • What File Types can I upload using service ‘Discharge Load List Request’?
  • Can I track my uploaded Discharge Load List from Dubai Trade?
  • How can I transfer my EDI from one rotation to another using ‘Discharge List Roll Over’?
  • How do I know my ‘Discharge List Roll Over’ has been performed successfully?

Cargo Gate Pass

  • What is a Cargo Gate Pass?
  • Who can generate a Cargo Gate Pass?
  • What is the validity period for a Cargo Gate Pass?
  • What is the logic of generating a Cargo Gate Pass? Can I generate multiple Cargo Gate Passes at the same time?
  • I could not complete the payment transaction while trying to generate a Cargo Gate Pass, What should I do?
  • Do I get a refund when I cancel a Cargo Gate Pass?
  • I do not have the Cargo Gate Pass services on my Dubai Trade account. What should I do to obtain these services?
  • After generating a Cargo Gate Pass, do I still have to submit Tally Sheets to DP World?
  • Can I generate a Cargo Gate Pass if my Declaration is flagged for Customs inspection?
  • Can I generate a Cargo Gate Pass if my Declaration is flagged for inspection by any other authority?
  • What information can I amend on a Cargo Gate Pass already generated?
  • Can I cancel a Cargo Gate Pass?
  • Can I Re-print a Cargo Gate Pass?
  • While trying to generate a Cargo Gate Pass, my Declaration is not getting displayed in the system. What should I do?
  • How do I pay for the Cargo Gate Pass?
  • What is "opposite move"?

e-Token & Hauler Services

  • What is e-Token?
  • Who can generate e-Token?
  • What is the DPW & Agent Reference Number?
  • What is Hauler Nomination service?
  • As a Consignee or C&F Agent, can I generate e-Token without Hauler Nomination?
  • What is Preferred Hauler Service?
  • How can I get the approval for the trucks that are already registered with Dubai Trade?
  • What are the possible reasons for not being able to generate e-Token?
  • Can I update the renewal details of my Trucks Registration & Insurance online?
  • Can I register my truck which has Mulkiya/Registration under a sister company?
  • Can I amend or cancel e-Token after Truck has entered into the Port?
  • After cancellation can I make another e-Token for the same container?
  • Can I use trucks of other Haulers to generate e-token?
  • How can I update renewal details of my Trade License?
  • How can I change the current nominated Hauler?
  • Which Gates can I use to enter the Port?
  • What are the documents required to register a Transport company?
  • What is a Gate Schedule?
  • Can we generate e-Token against a truck with Temporary RFID Tag?
  • Why do I need to provide Mobile number while generating e-Token?
  • Whose Mobile number should I provide while generating e-Token?
  • What should I do if I did not receive any SMS?
  • How can I obtain a copy of EIR for my records?
  • How can we pay e-token charges online?
  • How and where can we purchase pre-paid cards for e-token payment?
  • How can I view the balance of my pre-paid card?
  • I forgot to print the e-token receipt, where can I retrieve it?
  • When can I re-print my e-token slip?
  • Can I amend/cancel an e-token if payment is still pending?
  • I want to get a detailed report of all the e-tokens I have made inckuding the date, paid by, receipt number, etc?
  • My driver could not reach the port gate within the specified Time-Slot, what should I do?

Mirsal Services

  • Do I need to have a M2 code, if I have a Mirsal1 code/Agent code with customs?
  • I have recently set up my business in Dubai. What do I need to have in order to be able to import and export goods with Dubai customs and pass documents online?
  • How can I get a Mirsal2 code?
  • Can the Authorized person be different from the Administrator of Dubai Trade?
  • How will I know if my registration in M2 is approved and how will I get my Business code?
  • What is a Digital Certificate OR Why do I need to have a Digital Certificate?
  • How do I apply for a Digital Certificate? Do I have to submit any documents?
  • My computer crashed and I have lost my certificate. I have no back up. Can I get a copy for the digital certificate?
  • I have installed a digital certificate in my system; however I still get message “No certificate found” when I go to sign and submit my declaration?
  • The Authorized person has left the company; how do I change details for the same?
  • My digital certificate has expired; what is the renewal procedure for the same?
  • How do I add a new user for Mirsal 2?
  • How do I register as a Cargo Handler for M2?
  • How do I register my Warehouse in M2?
  • How can I view or edit details for our company’s user?
  • What is the Track Request service used for?
  • How can I make amendments to my company details?
  • I am unable to trace my consignee details while passing custom bill in the importer code field
  • What is the Client Reference Number?
  • How can I get the reason of suspension for a suspended declaration?
  • I submitted a declaration with payment method as e-payment; however the system did not ask me for my credit card details?
  • When I submit my declaration I get message “DO number is invalid – Kindly check ROT and BOL details”?
  • I am unable to submit declaration as it gives message – “DO does not belong to Agent Consignee Importer”?
  • How can I add service to user for e.g. account statement or track document submission in my mirsal II account?
  • I am unable to find my facility code or wrong facility code while processing any frees zone declaration. What could be the reason?
  • How can I link my digital certificate with my mirsal II user ID?
  • I have installed a digital certificate in my system; however I still get message “Signature Invalid” when I go to sign and submit my declaration?
  • Can I register in mirsal II If my visa not yet stamped?
  • How can I amend my authorization if I am importer?
  • What business type should I select if I am holding an industrial license?
  • What business type should I select if I am holding professional license.
  • Can I cancel the bill online, if I have passed an incorrect bill or declared wrong information?
  • Can I install digital certificate in multiple computers?
  • Can I make amendment for the declaration after submission?
  • My clearing agent does all our clearance for us, do we still need to have a Mirsal 2 code and a digital certificate?
  • I am unable to register my user’s details on the User profile page as we get message "User is already associated as Trader/Broker Representative Roles with other business"
  • How can I add my items which have one HS code with different country of Origins?
  • If I processed an incorrect declaration type, and it was suspended, what should I do?
  • When my declaration shows that its declined, does it mean its cancelled?
  • Do I require Country of Origin certificate when my goods are arriving by Air?
  • If I am temporary exporting my goods for repair purpose and inspection was not reflected on my declaration what should I do?
  • When am importing goods that requires permit, do I need to get it before importing or after creating the bill?
  • Can I import my personal goods, before getting the residency visa?
  • How I can amend my E-payment declaration.
  • Can I pay cancellation charges thru e-payment?
  • Can we track declaration number by date range?
  • Can we amend high value couriers shipment?
  • How I can print my all declaration which has been processed under one batch?
  • Is there any option to avoid data entry for vehicle information, if I am processing Import to local from FZ declaration by using previous declaration number.
  • What payment options are available online for M2 customs bills
  • Where can I check status of my declarations
  • My clearing agent does all our clearance for us, do we still need to have a Mirsal 2 code and a digital certificate?
  • Do all businesses need to register with Dubai Customs?
  • What documents are required for client registration?
  • Is there cost to the New customs registration and renewal service, and how much is it?
  • What documents are required for the declaration Clearance (Import)?
  • As a passenger, what kind of goods do I have to declare?
  • Can I refund the deposit for a declaration passed using e-payment? Will I get the deposited amount refunded back to my credit card automatically or what is the procedure?
  • Declaration processed using the CDR account payment to pay for the applicable Duty. How can I get the refund of the paid duty if the Declaration got cancelled?
  • A temporary admission declaration to local from ROW (rest of the World) has been processed to import goods on temporary basis, then the imported goods consumed in the local market what is the process to intimate customs?
  • I want a report that shows all my processed declarations for a period of time, how can I apply for it?
  • One of my employees has expired customs broker card from his previous company. Is it required to cancel the expired card to apply for the new one?
  • I’m a clearing agent processed a declaration using my credit card to pay the Duty deposit. To whom the deposit will be refunded if online claim of the deposit is submitted?
  • How can I top up My CDR account online?
  • I have a declaration to be processed online. However I’m not sure about the HS code to be provided in the Invoice line items. How can I get the right HS code?
  • I want to cancel my Customs code and get Customs clearance Certificate?
  • I don’t have Existing registration with Dubai customs. Can I apply for the Clearance letter as it’s required to terminate my company?

Freezone Administrative Services

  • How can I retrieve the details of my application if I forgot the SRN?
  • I have lost my CEC and I want to know what letter I should apply for to get police report?
  • How can I track all my online transactions for a certain period of time?
  • I have received my Employment Visa and JAFZA is asking for the contracts for residence permit stamping, where can I get that?
  • I want to change the salary/designation of one employee, how can I do that online?
  • The employee is not exiting the country for visa change and will only stay in Dubai, how can I amend the sponsorship online?
  • Is there any visa transfer if employee is holding a private company’s visa to JAFZA sponsorship?
  • I want to renew my license/lease online but am not getting the option in my account, how to do that?
  • I have already submitted the application to free zone but found out that I have mistakenly entered wrong information, how can I change it?
  • How long does it take for Employment Visa to be issued if it was applied on Urgent basis? Normal basis?
  • How can I renew my PRO card online?
  • I am trying to cancel an RP online but am not getting any details while searching by employee number?
  • How can I specify the courier collection/delivery time for my company?
  • How do I update our company’s contact numbers and email address online?
  • What type of Salary Certificate if I want to sponsor my family?
  • Where do I get the letter to open a bank account?
  • When applying for an offshore letter, I cannot see one of the company’s on the customer list.
  • I want to apply for an authorization card, where can I see the option online?
  • Is it mandatory to submit the documents manually for License renewal?
  • I want to renew my lease but I don’t have the Service request (SR) number.
  • How will I renew my RP and at the same time change the job title of the employee?
  • How will I cancel an employee RP if the passport is not available?
  • Where can I get an NOC from JAFZA to work outside/with other companies?
  • How will I know the exact amount to deposit in the Bank Guarantee for visa application?
  • Where do I get the letter to open a bank account for the employee?
  • I cannot see the service Submit Financial Statement – Approval in my account, how I will add it?
  • I received a circular from JAFZA to submit financial statement online, how to do it in Dubai Trade?
  • I want to have a True Copy Formation Certificate, how will I apply online?
  • I want to have a True Copy memorandum And Article of Association, how will I apply online?
  • I want to have a True Copy Share Certificates, how will I apply online?
  • How do I make online payment for a Jafza service?

Vessel Schedules e-Services

  • Can I delete the Vessel Schedule that I uploaded successfully?
  • Can I Modify my search result?
  • Can I view only a specific Line that I want to see?
  • How can I download the Vessel Schedule?
  • How can I view all Shipping Lines that service the route I searched?
  • How can I view more Shipping Lines that are not displayed in search results?
  • How do I know if the file I uploaded is successful?
  • I do not have Dubai Trade login, can I access ‘Vessel Schedules Search’ service?
  • What are the Key feature and benefits of Vessel Schedules eservice?
  • What is Vessel Schedule Search Service?
  • Which format types are accepted by system for uploading vessel schedules?
  • Why the Origin Port field is disabled under Vessel Schedule Search service?
  • ‘Vessel Schedules Search’ service is not available in my Menu after logging on Dubai Trade Portal?
  • Where can I download the sample file formats for providing vessel schedule to Dubai Trade?

Cargo Transfer

  • What is a Cargo Transfer Request?
  • What is a cargo transfer?
  • What are the types of cargo transfer requests?
  • What is submitting cargo release?
  • What is submitting cargo receipt?
  • What happens if submitting cargo release and cargo receipt is not performed?
  • What is Virtual Guarantee Account
  • How can avail Virtual Guarantee Account facility

PCFC Security

  • When will the payment link expire?
  • Who can register for Gate Pass from PCFC website ?
  • What are the different types of gate passes?
  • Is there any restriction on number of gate pass issued per company?
  • What are the validities of temporary Passes?
  • What are the charges per gate passes?
  • How long it will take for Approval if gate pass request is pending with PCFC for approval?
  • As JAFZA Companies can we apply for gate pass from our Dubai Trade Login for JAFZA Services?
  • How can I get the payment Link again in case if payment failed or page closed by mistake?
  • Can I request for a single gate pass to visit multiple host companies?
  • Can I Add multiple visitors in one request? If yes what is the maximum number?