Frequently Asked Questions

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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?
  • When can I start paying for Dubai Trade Subscription?
  • If I pay on March 8th, 2015 from when will my subscription start?
  • Will I benefit if I wait and pay only on May 1st, 2015?
  • What will happen if I do not pay subscription fees even after May 1st, 2015?
  • My company is registered with DP World, Dubai Customs and JAFZA, will I be asked to pay subscription fees three (3) times?
  • My company is registered with Dubai Customs on a Trade License issued by Department of Economic Development (DED), Dubai but I also use Dubai Trade for JAFZA Free Zone e-Services, should I pay subscription fee for both my Trade Licenses?
  • 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?
  • I paid for weekly plan and my expiry date is May 7th, 2015. What time on May 7th will my subscription expire?
  • 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?
  • What do I do if I am getting error “Some problem occurred” while uploading documents in the M2 registration form?
  • How will I know if my registration in M2 is approved and how will I get my Business code?
  • What do I do if I have a Mirsal2 business code, but I am unable to submit declaration and displays an error message “No certificate found Or Invalid Certificate”?
  • 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 this 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?

Freezone Administrative Services

  • My PIC has already expired, how can I renew it?
  • 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?
  • How and where do I get online forms for JAFZA applications?
  • The employee is not exiting the country for visa change and will only stay in Dubai, how can I amend the sponsorship online?
  • How can I transfer an employee who has an existing Husband’s or Father’s Visa to JAFZA sponsorship?
  • 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.
  • Where do I get the letter to open a corporate bank account?
  • 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 need an NOC from JAFZA for my Customs application, where to get it?
  • 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?
  • Where can I get Memorandum of Association online?
  • 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 created the RSN for Submit Financial Statement already but I don’t have time to go to the counter, is there validity for this RSN?
  • 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?