- Business hours are Monday to Friday, 8 a.m. to 5 p.m. (Eastern Standard Time), except holidays.
- After hours technical support is limited to data transmission or reception issues that must be resolved before the next business day.
- Contact TCCU via telephone for time-sensitive, urgent, production issues, as indicated below.
- Contact TCCU via email for non-urgent correspondence such as submission of applications, certification testing, or general inquiries about EDI or Portal.
|Service||Business hours||After hours support||How to contact TCCU||Alternate contact|
|!General EDI or Portal inquiries (not time sensitive)||supported||not firstname.lastname@example.org||N/A|
|Applying to become an EDI/Portal client||supported||not email@example.com||N/A|
|CADEX and CUSDEC B3 questions||supported||not supported||Telephone||N/A|
|Certification testing||supported||not firstname.lastname@example.org||N/A|
|Changes to an eManifest Portal Business account (must be made by the owner of the account)||supported||supported||Telephone||N/A|
|Changes to a CERS Portal Business account||not supported||not supported||N/Aemail@example.com|
|CERS Portal Shared Secret problems||not supported||not supported||N/Afirstname.lastname@example.org|
|Customs Internet Gateway problems||supported||supported||Telephone||N/A|
|Customs Tariff questions||supported||not supported||Telephone||N/A|
|Daily Notice/Statement of Account: Problems receiving statements||not supported||not supported||N/A||Accounts Receivable Ledger (ARL)|
|Daily Notice/Statement of Account: Questions or discrepancies in content||not supported||not supported||N/A||Accounts Receivable Ledger (ARL)|
|“Do Not Load” and “Hold” messages for marine and air shipments||not supported||not supported||N/A||
National Targetting Centre (NTC)
|eManifest Highway issues (time sensitive)||supported||supported||Telephone||Port of clearance|
|Portal problems (for example, issues with logging in)||supported||supported||Telephone||N/A|
|House Bill or House Bill close problems||supported||supported||Telephone||Port of clearance|
|Interpretation of CFIA rejection messages||not supported||not supported||N/A||CFIA National Import Service Centre|
|Interpretation of specific rejection messages from Border Services Officers||not supported||not supported||N/A||Port of clearance|
|Interpretation of specific system rejection messages||supported||supported||Telephone||Refer to Error codes under Troubleshooting|
|Paper B3, cash entry and paper release service options||not supported||not supported||N/A||CBSA office where the request was submitted|
|Retransmission of missing individual Notification of release or RNS messages||supported||not supported||Telephone||N/A|
|eManifest Portal Shared Secret problems||not supported||not supported||N/A||eManifest Portal Shared Secret team|
|Status of specific transactions in production||supported||not supported||Telephone||Refer to Frequently asked question 1|
|Technical problems relating to shipments of time sensitive goods like live animals, perishable goods, just in time inventory||supported||supported||Telephone||N/A|
|Troubleshooting complete CBSA data flow interruptions of over an hour||supported||supported||Telephone||N/A|
|Updates to your EDI transmission profile||supported||not email@example.com||N/A|
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