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ACE Support Desk and ITMD Help Line. Who Do You Call?

Wed Aug 29 2018
Written by: Alexander George, International Trade Management Division
Component ID: #ti1275177142

The U.S. Census Bureau’s International Trade Management Division (ITMD) and U.S. Customs and Border Protection (CBP) are constantly working to provide high-quality customer service to the trade community. In order to help provide the most efficient support, we want to clarify the topics and areas that each customer support staff is best equipped to handle. For each support staff, we have listed some high-level topics that will help you identify who to contact for your specific situation.

Component ID: #ti210273873

U.S. Customs and Border Protection

CBP: Automated Commercial Environment (ACE) Support Desk

ace.support@cbp.dhs.gov
1-866-530-4172 option 1, then option 2

Component ID: #ti1361971783

ACE Secure Data Portal Registration

  • Guides users on how to start the registration process and locate available training and documentation.
  • Assists you in finding the Import Side Trade Account Owner (TAO) for users with existing import accounts.
  • Troubleshoots technical errors with ACE Portal accounts or WEBFORM emails.

Component ID: #ti712788099

ACE Portal Logins

  • Retrieves the Shared Secret Value. Note: Account ID provided in the email is your Shared Secret Value.
  • Resets TAO passwords.
  • Performs login reactivations.
  • Updates email address. Note: Login IDs are associated to an individual and are not to be used by anyone else.

Component ID: #ti2064153444

Modifying the ACE Portal Company Structure

  • Removes mistyped Employer Identification Numbers (EINs).
  • Restructures exporter and importer views.
  • Changes or updates the TAO.

Component ID: #ti213939454

Running Reports

  • Performs basic steps to Request Authorization for Export Reports (additional support is found with the Trade Outreach Branch at the Census Bureau).
  • Assigns roles to users once authorized.
  • Troubleshoots problems when running reports.

Component ID: #ti802168995

Export Filing

  • Troubleshoots issues when trying to access ACE AESDirect through “Submit AESDirect Filing” link.

Component ID: #ti1943695739

U.S. CENSUS BUREAU

500 OakAccess0000: Access denied

OakAccess0000: Access denied

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