CustomsClear support
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general
What types of business can use the software?
Our software is recommended for any business that imports or exports goods between the UK* and the EU using road transport.
*Not currently supporting traders moving goods in/out of Northern Ireland
Can I use the software for shipments from countries outside of the EU?
We support goods transported from non-EU countries (excluding Northern Ireland), provided they are moved across the GB border via (driver accompanied) road transport through RORO ferry and Eurotunnel terminals operating GVMS.
Can I use the software for containerised sea or air freight shipments?
We currently only support the movement of goods by road transport. We plan to extend our software to include containerised sea freight and air freight in the future.
How do I use the software?
We've digitised the declaration process so small-to-medium businesses can make declarations independent of customs intermediaries, directly to HMRC
- Understand what information you need to make a declaration.
- Create your declaration with our simple and intuitive user interface.
- Submit your declaration right to HMRC - because CustomsClear is integrated with Customs Declaration Service (CDS), your declaration is sent directly to HMRC.
- Manage your declaration - get real-time feedback from HMRC. If you need to amend your declaration or provide more information, our software is designed to help you upload any requested information directly.
- Track the progress of your declaration from start to finish.
Do I need to download anything to use the software?
No, the software is totally online – there’s no need to download anything, simply access the software directly from your web browser.
Do I need any training to use the software?
There's no training required, we provide contextual guidance throughout the declaration process, within the software. If you need extra help, you can contact us via email at customsclear@deloitte.co.uk or call our help desk at 0808 189 4430. We are open Monday to Friday 9am - 5pm (excluding public holidays).
Can I access the software on my mobile device?
Yes, you can use a web browser on your mobile device.
Can I access the software at any time?
Access to the software is available 24/7. If you need support using the software, contact our support team via email at customsclear@deloitte.co.uk or call our help desk at 0808 189 4430. We are open 9am - 5pm, Monday to Friday (excluding public holidays).
Can I access the software outside of the UK?
Yes, access to CustomsClear is not geographically restricted.
Will I need a CSP/CHIEF badge to submit declarations with CustomsClear?
No, you do not need a CSP badge to submit declarations with CustomsClear because it connects directly to HMRC's Customs Declaration Service (CDS).
account
What information do you need from me to sign up?
The information depends on whether you are making declarations on behalf of a company. View our registration form to see what information we need from you to start the registration process. We will contact you if we need any further details.
How do you store my information?
Please review our data privacy policy for more information.
How long will it take until I can use the software?
From first submitting your completed registration form, please allow up to 5 business days to gain access to CustomsClear.
How many users can I have on my account?
We currently support a single user per account, we have future plans to support multiple users with different levels of access under a single account.
Can I cancel at any time?
You are not tied to CustomsClear. You can cancel at any time subject to a 30-day notice prior to your next scheduled monthly payment.
support
I've forgotten my password, I need help logging in.
You can reset your password using the CustomsClear software by clicking on ‘Forgot your password?’ on the login page.
What are your help desk hours?
9am - 5pm, Monday to Friday (excluding public holidays).
Where can I find the government's rules and regulations on imports and exports?
You can find guidance created for businesses established in the UK who import into or export out of the EU at https://www.gov.uk/government/collections/import-and-export-procedures
Can you help me complete a declaration?
If you need extra help, contact us via email at customsclear@deloitte.co.uk or call our help desk at 0808 189 4430. We are open 9am - 5pm, Monday to Friday (excluding public holidays).
Note: Advice relating to your business is outside of the support CustomsClear provides. For business advice, we can refer you to the Deloitte Global Trade Advisory team – additional costs would be agreed in advance and based on the complexity of your request.
When can I expect a response from email support?
We aim to provide a response within 2 business days of receiving your email. However, there may be exceptions when we take a little longer to respond. We are open Monday to Friday 9am - 5pm (excluding public holidays).
What do I do if my multi-factor authentication setup is not working and I have not received an email confirmation?
If you are having difficulties accessing CustomsClear, contact us via email at customsclear@deloitte.co.uk and include a description of the issue you're experiencing or call our help desk at 0808 189 4430. We are open 9am - 5pm, Monday to Friday (excluding public holidays).
