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Frequently Asked Questions

Dubai Trade & User Management Functions

  1. What is Dubai Trade Portal?
  2. Who can avail the services through Dubai Trade Portal?
  3. Is my Information secure on the Dubai Trade Portal? Can any other user see my company's information?
  4. How do I know what services I can access on the Dubai Trade Portal?
  5. Are there any restrictions for accessing the Dubai Trade Portal?
  6. Which browser and version can I use for accessing Dubai Trade Portal?
  7. Is Dubai Trade Portal Available 24x7?
  8. Whom do I contact if I have a Problem?
  9. Who do we contact for training on the e-services?
  10. What are the working hours of Dubai Trade Customer Care?
  11. How do I sign up for the Dubai Trade Portal?
  12. What do I do after Signup (registration)?
  13. Can I change my password?
  14. What do I do if I forget my password?
  15. Our Company Administrator is no longer in employment. How do we change his details including User name & password?
  16. I am the Company Administrator. What should I do if I have forgotten my password?
  17. An employee has left our company. How do I cancel his access on Dubai Trade?
  18. I have created a sub-user but he cannot find any service after login. What could be the possible problem?
  19. I am unable to create additional users as I have crossed the maximum number of requested users. What should I do?

Dubai Customs

  1. What is e-Payment?
  2. What are the modes of payments through e-Payment?
  3. Is e-Payment a secured channel of payment ?
  4. Which are the Banks that facilitates Direct Debit?
  5. Are there any charges associated with e-payment?
  6. What is e-Mirsal Bill?
  7. What is e-Clearance?
  8. Who can generate Customs Bill?
  9. What is an Import Bill?
  10. What is a Free Zone / Customs Warehouse Bill?
  11. What is a Temporary Admission Bill?
  12. What is a Transfer Bill?
  13. What type of Bill of Entry a local Importer can process?
  14. What type of Bill of Entry a Free Zone Customer can process?
  15. If I do not have original documents, can I still generate a Customs Bill?
  16. How can I cancel a Customs Bill?
  17. How can I apply for Duty Refund?
  18. How can I apply for the Re-export Deposit refund?
  19. How can I apply for the Document Deposit refund?
  20. What type of Bill of entry a Clearing Agent can process?
  21. Why do I get message "Authorization not given" for selected Customs Bills?
  22. How do I obtain HS-Code for a particular commodity?
  23. How do I register for e-Clearance?
  24. Why am I unable to print the Customs Bills? Is there a special setting for printing Customs Bills?
  25. While processing a Customs Bill my computer got switched off. Is the entered information saved or do I have to start from the beginning?
  26. How can I process Transhipment DO/Customs Bill?
  27. How can I obtain, amend or renew Customs Customer code?
  28. How can I know balances of my CDR and Standing Guarantee Account?

Dubai Customs - Registration & Amendment Services:

  1. What is the request ID and Validation code used for?
  2. How can I continue my last saved registration if I'm having the registration ID and Validation code?
  3. Is facility information is required if I'm local exporter/importer?
  4. Is facility information required if I'm a free zone company?
  5. How can I add multiple business activities?
  6. What business type should I select if I am holding an industrial license?
  7. How to select multiple license activities if I'm having more that one activity?
  8. Do I need to add facility in order to complete the registration?
  9. what is the user code used for?
  10. How the format of telephone numbers should be?
  11. What is the difference between Email and operational email in the business contact details?
  12. If I'm having an existing Mirsal 2 registration , Do I need to do the registration again?
  13. What is license renewal date?
  14. I am getting an error "your session is timed out because you were idle for too long" , what should I do?
  15. What user roles are mandatory in order to submit new registration?
  16. What are the Identities required for user credentials?
  17. What are the attachments required for the registration?
  18. Where I can get the undertaking letter templates?
  19. What GCC companies should select for licence type?
  20. What other emirates FZ should select for the license type?
  21. Is group information is required if my company does not belong to a group of companies?
  22. I receive email that my registration is suspended , how can I resubmit again?
  23. I am an Trade Representative or Broker representative in the user role , system is asking for the broker certification ID, What is the broker certification ID?
  24. System is asking for NOC number while I'm submitting the registration ,What is the NOC number?
  25. How can I view Mirsal 1 codes for my company?
  26. What should I do if I receive error message like “Internet Explorer has blocked this site from using an ActiveX control in an unsafe manner…”?

DP World

  1. What is e-Token?
  2. Who can generate e-Token?
  3. What is the DPW & Agent Reference Number?
  4. What is Hauler Nomination service?
  5. As a Consignee or C&F Agent, can I generate e-Token without Haulier Nomination?
  6. What is Preferred Hauler Service?
  7. How can I get the approval for the trucks that are already registered with Dubai Trade?
  8. What are the possible reasons for not being able to generate e-Token?
  9. Can I update the renewal details of my Trucks Registration & Insurance online?
  10. Can I register my truck which has Mulkiya/Registration under a sister company?
  11. Can I amend or cancel e-Token after Truck is entered into the Port?
  12. After cancellation can I make another e-Token for the same container?
  13. My driver could not reach the port gate within the specified Time-Slot, what should I do?
  14. Can I use trucks of other haulers to generate e-token?
  15. How can I update renewal details of my Trade License?
  16. How can I change the current nominated Hauler?
  17. Which Gates can I use to enter the Port?
  18. What are the documents required to register a Transport company?
  19. What is a Gate Schedule?
  20. Can we generate e-Token against a truck with Temporary RFID Tag?
  21. Why do I need to provide Mobile number while generating e-Token?
  22. Whose Mobile number should I provide while generating e-Token?
  23. What if I did not receive any SMS?
  24. I am not getting SMS notification for outbound containers?
  25. How do I obtain a copy of EIR for my records?

Free Zone

  1. What is the difference between submitting the requests online on the Dubai Trade Portal and at the JAFZA counter?
  2. How do I deliver the attachments / documents to Free Zone Administration for the requests that I submit on the Dubai Trade Portal?
  3. How can I make the payments for the Free Zone related requests on the Dubai Trade Portal?
  4. How can I modify/delete a request on the Dubai Trade Portal?
  5. Can the Company's Dubai Trade Portal Administrator submit the requests and pay for them?
  6. In my company, I am the Dubai Trade Portal administrator and do I need to create more users?
  7. How can I create an Approver user or Data Entry user?
  8. What is the difference between the Approver user and Data Entry user on the Dubai Trade Portal?
  9. A user in my company saved a Free Zone related request on Dubai Trade Portal. I got an email about this request. Can I pay for this request?
  10. When the renewal of Residence Permit or Health Card or Company Employment Card is due, I get a document expiry prompt from Free Zone Administration. Can I renew the documents on the Dubai Trade Portal before I get this expiry prompt?
  11. How can I view all requests pending for my action?
  12. Can I view status of requests submitted at JAFZA counter using Dubai Trade?
  13. Can I use the Portal Deposit available in my account for availing services at the JAFZA counters?
  14. What is the difference between the service 'Apply for PAC - Entry' and 'Apply for PAC - Approval'?
  15. How can I request for generating a new report?
  16. How can I download a report that was requested earlier?
  17. What is the procedure for starting a company in Free Zone? What documents do I need to submit and what are the charges?
  18. How to get JAFZA forms online?
  19. What is the difference between the permanent access card and the permanent identity card?
  20. Whilst filling out my registration form on Dubai Trade for JAFZA services, I forgot to print out the registration form? How can I retrieve this form?
  21. I am getting a BUA sanctions message, what should I do?
  22. How can I know what are the documents required for a particular request?

Dubai Multi Commodities Centre

  1. What are the categories of DCR membership and what is the role of each membership category?
  2. What is the process for becoming an Originator Member?
  3. Must a DCR Member be registered or licensed as a DMCC Free Zone company, or have a presence in Dubai?
  4. What are the costs of DCR Membership, and of using the DCR System?
  5. How does a member transact business on the DCR platform?
  6. Is the DCR System a trading platform or a trade finance platform?
  7. Does a DCR represent title to the goods that are the subject of that DCR?
  8. What is the process by which a DCR is issued? Is it issued to the Originator?
  9. For which commodities can a DCR be issued?
  10. Must commodities covered by DCRs comply with prescribed quality or other standards?
  11. Can the DCR system be used to transfer title of goods to a non-DCR Member, or to obtain finance from a bank that is not a DCR Member?
  12. Is an Originator guaranteed a loan using a DCR as collateral?
  13. Can a trading or processing company use its own warehouse facilities for the purpose of issuing DCRs?
  14. Is the existence or quality of the goods described in a DCR guaranteed by DMCC or any other party?
  15. What training and Help Desk support does DMCC offer for the DCR System?
  16. What level of security has been built into the DCR System?

Dubai Trade & User Management Functions

Q1: What is Dubai Trade Portal?

Dubai Trade is an innovative, simple and secure portal that combines all electronic services provided by DP World, Economic Zones World, Dubai Customs and Dubai Multi Commodities Center. This single window provides exclusive electronic services to the trading communities aiming to be the online centric hub linking stakeholders through end-to-end trade supply chain.

Q2: Who can avail the services through Dubai Trade Portal?

The Shipping Agents, Freight Forwarders, Air Agents, Clearing Agents, Hauliers, Free Zone Companies, and Importer Communities can avail the services through Dubai Trade Portal.

Q3: Is my Information secure on the Dubai Trade Portal? Can any other user see my company's information?

The information on the Portal is secure. A user can view only data relevant to his company. Also, your company's administrator can decide what one user can view or request.

Q4: How do I know what services I can access on the Dubai Trade Portal?

After logging into the Dubai Trade Portal, you can click on the menu on the left side. All services for which you have access will be displayed.

Q5: Are there any restrictions for accessing the Dubai Trade Portal?

Access to the services on the portal is controlled. There are levels of access control. Every one logging in has to provide valid username/password. Secondly control is exercised on which user can access which service and this control is with the Company Administrator.

Q6: Which browser and version can I use for accessing Dubai Trade Portal?

The recommended browsers are Internet Explorer 5.5 & above or Netscape Browser 6.0 & above.

 

Q7: Is Dubai Trade Portal Available 24x7?

Yes, Dubai Trade Portal is available 24x7 to service your all your needs. However, it may be shutdown for maintenance during off-peak hours. All such scheduled maintenances notifications are published on Dubai Trade Notice Board well in advance.

Q8: Whom do I contact if I have a Problem?

For any assistance or clarification you can call Dubai Trade Customer Care team on toll free number 8004464 or send an e-mail to customercare@dubaitrade.ae. Alternatively you can also create a Service Case through a link (Report Your Issues/Feedbacks) available on top of the right hand side of the login page.

Q9: Who do we contact for training on the e-services?

For your training needs on e-services, you can contact our Dubai Trade Customer Care.

Q10: What are the working hours of Dubai Trade Customer Care?

Dubai Trade Customer Care working hours is from 7 AM to 11 PM, Saturday to Thursday.

Q11: How do I sign up for the Dubai Trade Portal?

You need to access the Dubai Trade Portal site (www.dubaitrade.ae) and sign up as a New User. During the process of signing in you will be asked for the Business Unit with which you would like to deal with, along with the Customer Type (for eg. Importer, Free Zone Licensee, Clearing Agent etc). You can deal with multiple Business units at the same time. Thus for availing Ports, Customs, Free Zone or DMCC services, you can ask for a single login for your Company Administrator while registering.

Q12: What do I do after Signup (registration)?

The respective Business Unit Administrator will liaise with you and ask you for certain documentations. After verification of these documents your registration is either approved or rejected and you are informed of same through an e-mail.

Q13: Can I change my password?

Yes, you can change the password for your User Id. To change the password of a user, click on Change Password option in the service Menu. Provide new password and submit your request. You have to logout and login after five minutes with your new password.

Q14: What do I do if I forget my password?

If you have forgotten your password, click on the 'Forgot Password?' link in the Dubai Trade home page. This will display a screen where you will be asked to enter some answers for questions, which were entered during registration. If your answers are correct then a new password would be created and e-mailed to you.

Q15: Our Company Administrator is no longer in employment. How do we change his details including User name & password?

On receiving a request in writing from an authorized person, our Customer Care team will change the necessary details of your new Administrator.

Q16: I am the Company Administrator. What should I do if I have forgotten my password?

On receiving a request in writing, our Customer Care team will reset your password and the same would be sent to your e-mail address provided during the registration.

Q17: An employee has left our company. How do I cancel his access on Dubai Trade?

As of now you cannot delete a user on Dubai Trade. However, you can disable his access by using Enable/Disable User option provided under User Administration Menu.

Q18: I have created a sub-user but he cannot find any service after login. What could be the possible problem?

You have created the user successfully but have not allotted business services to the user. Go to Modify User option and select the appropriate user and allocate required services and submit the request. Now if the user logs in, he will be able to view the services allotted to him.

Q19: I am unable to create additional users as I have crossed the maximum number of requested users. What should I do?

Go to Modify Registration option and in the first page increase the number of users and submit your registration. Once Dubai Trade Portal Administrator approves the request, you will receive an e-mail confirming the same and you will be able to create additional sub-users.

 

Dubai Customs

Q1 :What is e-Payment?

e-Payment is an electronic method of payment that allows Dubai Customs Customers to process the payment of their declarations online through Dubai Trade Portal without the need to open a Credit Account with Customs.

Q2: What are the modes of payments through e-Payment?

e-Payment provides the following modes of payment:

  1. Credit cards (Visa / MasterCard / American Express)·
  2. e-Dirham.
  3. Direct Debit.

Q3: Is e-Payment a secured channel of payment t?

Yes, e-Payment is a secured channel and supported by Dubai e-Government payment gateway. e-Payment is compliant with "Verified by Visa" and MasterCard "SecureCode" programs.

Q4: Which are the Banks that facilitates Direct Debit?

Currently Union National Bank and Commercial Bank of Dubai is the only Banks that facilitates Direct Debit.

Q5: Are there any charges associated with e-payment?

No, there are no additional charges associated with e-payment.

Q6: What is e-Mirsal Bill?

Dubai customs gives the authority to the registered Importers, Free Zone Licencees and Clearing & Forwarding companies to submit their customs declaration through Dubai Trade Portal and seek customs approval by submitting the documents over the counter.

Q7: What is e-Clearance?

Dubai customs gives the authority to the registered Importers, Free Zone Licencees and Clearing & Forwarding companies to submit their customs declaration through Dubai Trade Portal and give the privilege to print the Customs Bill at their desk after obtaining on-line approval.

Q8: Who can generate Customs Bill?

Registered Importers, Clearing Agents, Free Zone Licencees can generate Customs Bill.

Q9. What is an Import Bill?

Import Bill is prepared for importing goods into the local market from International market or from Free Zone or Customs Warehouse.

Q10: What is a Free Zone / Customs Warehouse Bill?

Free Zone or Customs Warehouse Bill is prepared for importing goods into the Free Zone or Customs Warehouse area.

Q11: What is a Temporary Admission Bill?

Temporary Admission Bill is prepared to facilitate import of goods temporarily into the local market (example: exhibition goods; goods for repairs; Project cargo; re-packaging etc.)

Q12: What is a Transfer Bill?

Transfer Bill is prepared for transfer of goods from one Free Zone or Ware House company to another within the Free Zone or Customs Warehouse.

Q13: What type of Bill of Entry a local Importer can process

A local importer can process Import Bill, Re-export Bill, and Export Bill.

Q14: What type of Bill of Entry a Free Zone Customer can process?

A Free Zone Customer can process Free Zone Bill of Entry, Export Bill, Temporary Bill and Transfer Bill. They can also prepare Free Zone Import Bill on behalf of local trader or GCC trader against appropriate authorizations.

Q15: If I do not have original documents, can I still generate a Customs Bill?

Yes, you can generate a Customs Bill but you will have to pay deposit of AED 500 for submitting a copy instead of original documents.

Q16: How can I cancel a Customs Bill?

You should approach the Customs Supervisor counter along with the original Bill of Entry and Company's letter and request for cancellation.

Q17: How can I apply for Duty Refund?

You have to provide Bill of Entry copy along with the duty exemption approval for Duty Refund.

Q18: How can I apply for the Re-export Deposit refund?

You have to provide Bill of entry copy along with the exit entry form attested from the point of exit for Re-export Deposit refund.

Q19: How can I apply for the Document Deposit refund?

You have to provide Bill of Entry copy along with the original documents to apply for Document Deposit refund.

Q20: What type of Bill of entry a Clearing Agent can process?

A Clearing Agent can process all types of Bills on behalf of Importers.

Q21: Why do I get message "Authorization not given" for selected Customs Bills?

This message appears when an Importer has not authorized you to clear the goods on his behalf.

Q22: How do I obtain HS-Code for a particular commodity?

The above service is available on Dubai Trade home page (Dubai Customs; Registration & Other services; Other Services; HS-Code search). Alternatively you can contact our Tariff Department for the same.

Q23: How do I register for e-Clearance?

You have to first apply for e-Clearance Course organized by Dubai Customs Training Department; later on open an account with Finance Department; sign the e-Clearance Agreement and register on Dubai Trade.

Q24: Why am I unable to print the Customs Bills? Is there a special setting for printing Customs Bills?

Yes, there is a special setting for printing Customs Bills. You can contact Dubai Trade Customer Care team on toll free number 8004464 or send an e-mail to customercare@dubaitrade.ae for same.

Q25: While processing a Customs Bill my computer got switched off. Is the entered information saved or do I have to start from the beginning?

Yes, the entered information is saved and you can retrieve the same by going through the Enquiry: Incompleted Bills options.

Q26: How can I process Transhipment DO/Customs Bill?

You can process Transhipment DO/Customs Bill either through Seaport Automation Systems or through Customs Counter. As of now this service is not available on Dubai Trade.

Q27: How can I obtain, amend or renew Customs Customer code?

Dubai Customs Registration & Other Services can be accessed through Dubai Trade Portal under Dubai Customs section. Select appropriate service from left menu to continue.

Q28: How can I know balances of my CDR and Standing Guarantee Account?

You can go to Account Transaction Report under Reports Menu and obtain summary or details of the respective account for last five days only.

Dubai Customs - Registration & Amendment Services:

Q1: What is the request ID and Validation code used for?

The request ID and validation code is generated by system which is used to track and continue the registration request at any time within the 15 days.

Q2: How can I continue my last saved registration if I'm having the registration ID and Validation code?

You need to go to track registration and enter the request ID and validation code then continue the registration from the last saved status.

Q3: Is facility information is required if I'm local exporter/importer?

No, facility information is not required if you are importer/exporter.

Q4: Is facility information required if I'm a free zone company?

Yes, facility information is required based on your Freezone location if you are a Free zone company.

Q5: How can I add multiple business activities?

a- Go to the header of business activity and click on add , then you will be able to select one activity and click on Ok then save.
b- To add more activities you need to click on add again and repeat the same steps in the above point.

Q6: What business type should I select if I am holding an industrial license?

a-click on the envelop , select importer(industrial), then click on OK then save.
b-click again on the envelop, select exporter(commercial) then click on ok then save.

Q7: How to select multiple license activities if I'm having more that one activity?

a-Type the starting word of the license activity, the first letter of the first word should be capital (e.g.: General,Accounting,etc) click on the envelop, select the license activity as per the license by clicking on the arrow, then click on OK and save.
b- click again on the envelop, select the other license activity by clicking on the arrow , then click on OK and save.
c- To add more activities repeat the same steps as above.

Q8: Do I need to add facility in order to complete the registration?

Facility is required only if you have a free zone license or if you have customs warehouse.

Q9: What is the user code used for?

User Code is used for users who want to use the system in more than one company. Users can register from a different business by using the existing User Code.

Q10: How the format of telephone numbers should be?

The format of telephone number should be as (Country Code-Area Code-Telephone number).e.g.: 971-50-1234567.

Q11: What is the difference between Email and operational email in the business contact details?

Email is used for any Registration related notification and Operational Email Address is for Declaration notifications or any operations-related notifications.

Q12: If I'm having an existing Mirsal 2 registration , Do I need to do the registration again?

It is not required to re-register again with the new system , all existing Mirsal2 registered companies will be migrated to the new system.

Q13: What is license renewal date?

License Renewal Date is the date of last renewal of the your company license.

Q14: I am getting an error "your session is timed out because you were idle for too long" , what should I do?

Using the registration ID and Validation code which is been generated by the system and sent to you by email , you can do the following:
a- Click on Registration Enquiry.
b- Enter the Registration ID and Validation Code.

Q15: What user roles are mandatory in order to submit new registration?

Each Registration should have users with the role of Authorized person and Owner in order to submit the registration.
For users who are required to have declaration services in their logins , they should have either Broker Representative role for broker user or Trade Representative Role for Importer/FZ user.

Q16: What are the Identities required for user credentials?

For Expats: Passport details, Visa details and Labour Card details are required.
For Locals: Passport details Only.

Q17: What are the attachments required for the registration?

For Broker:
a- Undertaking letter from the company.
b- Trade License Copy.

For Importers.
a- Undertaking letter from the company.
b- Trade license Copy.

Q18: Where I can get the undertaking letter templates?

You can download the templates from document templates which is available on the same registration form.

Q19: What GCC companies should select for licence type?

GCC companies should select commercial as the license type.

Q20: What other emirates FZ should select for the license type?

Other Emirates FZ should select the license type as Commercial.

Q21: Is group information is required if my company does not belong to a group of companies?

No, group information is not required if your company is not part of group of companies.

Q22: I receive email that my registration is suspended , how can I resubmit again?

a- Go to track registration and enter the request ID and validation code.
b- Do the requested changes.
c- Resubmit the registration form again.

Q23: I am an Trade Representative or Broker representative in the user role , system is asking for the broker certification ID, What is the broker certification ID?

If you do not have Broker Certification details available, you can provide your trade licence details in the broker certification details.
a- Broker Certification ID = Trade Licence Number.
b- Broker Certification Issue date = Trade Licence Issue Date.
c- Broker Certification Expiry Date = Trade Licence Expiry Date.

Q24: System is asking for NOC number while I'm submitting the registration ,What is the NOC number?

If you do not have NOC number available, you can enter NOC number as 9999.

Q25: How can I view Mirsal 1 codes for my company?

a- After login click on View/Amend Business Profile link.
b- Mirsal 1 Codes are displayed under 'Business Type' section.

Q26: What should I do if I receive error message like “Internet Explorer has blocked this site from using an ActiveX control in an unsafe manner…”

a- Go to Tools --> Internet Options -->Security tab
b- Select Trusted Sites --> click on Sites button
c- Uncheck require server verification (https:) for all sites in this zone
d- Add dubaitrade.ae & click OK button
e- Click on Default Level button and set Security level for this zone to LOW. Click OK button to save.

 

DP World

Q1: What is e-Token?

e-Token is an online service to select a time slot for entering the DP World Ports for fast and easier container pick up or delivery.

Q2: Who can generate e-Token?

e-Token can be generated by Haulers, Traders, Clearing & Forwarding Agents and Shipping Agents having access to Dubai Trade portal.

Q3: What is the DPW & Agent Reference Number?

Agent Reference Number is given by the Shipping Agents at the time of creating a Container Request. Dubai Trade generates DPW Reference Number after successful submission of Container Request. Customers can use either Agent Reference Number or DPW reference number to search containers and nominate haulers in order to enable them to generate e-Token.

Q4. What is Hauler Nomination service?

This service enables the Customers (Trades & Clearing Agents) to nominate Haulers against the Bill of Entries; Delivery Orders or Container Requests issued in their favour. Nominated Haulers can then create e-token for the subject containers. Customer can nominate either total containers or individual Container against each of the above documents.

Q5: As a Consignee or C&F Agent, can I generate e-Token without Haulier Nomination?

Yes, you can generate e-Token even without Haulier Nomination.

Q6: What is Preferred Hauler Service?

This service allows Customers to select a Hauler of choice such that the chosen hauler is nominated automatically for all their Bill of Entries, Delivery Orders & Container Requests. Customers can change or cancel their Preferred Hauler at any time.

Q7: How can I get the approval for the trucks that are already registered with Dubai Trade?

You have to present the original Mulkiya/Registration card of the registered truck along with 1 photocopy to the Documentation Section. After verification the subject truck will be approved.

Q8: What are the possible reasons for not being able to generate e-Token?

Possible reasons are:

  1. Truck not Registered.
  2. Expiry of Trade License or Truck Registration.
  3. No nomination from the Trader.
  4. Port charges not paid.
  5. Container not discharged.
  6. Expiry of Delivery Order validity date.
  7. Radio Frequency Identification (RFID) tag not fixed.
  8. Customs Inspection formalities not completed.
  9. Container is flagged with Inspection by any Statutory Authority.

Q9: Can I update the renewal details of my Trucks Registration & Insurance online?

Yes, you can renew the Registration & Insurance details online but you have to present the original Mulkiya/Registration card to the Documentation Section for obtaining approval.

Q10: Can I register my truck which has Mulkiya/Registration under a sister company?

The System will allow you to register but the same will be rejected by Documentation Section when you present the original Mulkiya/Registration Card. You should register trucks which are registered under your Trade Licence only.

Q11: Can I amend or cancel e-Token after Truck is entered into the Port?

You can not amend or cancel e-Token if the EIR (Equipment Interchange Receipt) is generated.

Q12: After cancellation can I make another e-Token for the same container?

Yes, after cancellation you can generate e-Token for the same container depending on available Time-Slots.

Q13: My driver could not reach the port gate within the specified Time-Slot, what should I do?

You can re-generate e-Token for the next available Time-Slot or your driver can approach Documentation Team for further assistance.

Q14: Can I use trucks of other haulers to generate e-token?

Yes, you can use any approved truck of your partner hauler to generate e-Token.

Q15: How can I update renewal details of my Trade License?

Your Dubai Trade Administrator has been provided with the option to update Trade License and any other information. The Administrator has to select Modify DP World Company Profile service on the home page of Dubai Trade and update the renewal details of Trade License and submit the same. In case of any further assistance our Customer Care team can be reached on 8004464.

Q16: How can I change the current nominated Hauler?

The current nominated Hauler can be changed free of charge through Hauler Nomination Amendment service listed under Amend Menu. Any nomination amended at Documentation Counter is subject to an amendment charge of AED.30/-

Q17: Which Gates can I use to enter the Port?

You can enter through Port Gate Number 2, 3 and 7.

Q18: What are the documents required to register a Transport company?

Company Request letter with full address (P.B.Number, Telephone number, e-mail ID etc).

  1. Company Trade License Copy.
  2. Passport Copy of the Owner.
  3. Passport Copy of the Manager / Administrator.

Q19: What is a Gate Schedule?

Gate Schedule list out the available time slots for the Haulier to select the time period to perform the job.

Q20: Can we generate e-Token against a truck with Temporary RFID Tag?

No, e-tokens cannot be processed for Trucks fixed with temporary RFID Tags. Only manual token can be processed from Documentation sections.

Q21: Why do I need to provide Mobile number while generating e-Token?

Mobile number will be used to send SMS notification to the hauler specifying the grounding location in the Terminal. SMS includes Token Number, Truck Number, Container Number, Terminal, and Location. This SMS will replace the printing of EIR for all inbound containers to port.

Q22: Whose Mobile number should I provide while generating e-Token?

You have to provide your Driver’s Mobile number who would be moving the containers listed under that particular token.

Q23: What if I did not receive any SMS?

You can contact the Gate Stand Staff who will either re-send the SMS or print the manual location Tickets.

Q24: I am not getting SMS notification for outbound containers?

Currently SMS Broadcast service is available only for Inbound containers.

Q25: How do I obtain a copy of EIR for my records?

You can print the EIR by using the EIR Enquiry Service available under Enquiry menu after logging into your account on Dubai Trade portal.

 

Free Zone

Q1: What is the difference between submitting the requests online on the Dubai Trade and at the JAFZA counter?

The process is same except that you don’t need to come physically to the JAFZA counter.  You can enquire about these requests online using the Dubai Trade Portal.

Q2: How do I deliver the attachments / documents to Free Zone Administration for the requests that I submit on the Dubai Trade Portal?

Free Zone Administration has arranged a courier company to collect the documents / attachments from the Company's premises within the Jebel Ali Free Zone. The processed documents are also delivered to the company in Jebel Ali. However, the courier collection / delivery are optional and might be charged in future. You can always deliver / collect documents by coming to JAFZA Information Center Counter.

Q3: How can I make the payments for the Free Zone related requests on the Dubai Trade Portal?

Customers are expected to keep sufficient balance in their Deposit Account, for availing various services on Dubai Trade. To top-up Deposit balance, payments can be made at Free Zone Administration counter.

Q4: How can I modify/delete a request on the Dubai Trade Portal?

Yes, you can modify/delete a request before you pay for it on the Dubai Trade Portal. Enter the RSN or any other field and click on 'Search' or use the 'Advance Search' option. The details of the request are displayed with a 'Delete' button. Click on 'Delete' button to delete the request. If you have already paid for the request, you have to come to the concerned counter to check on document cancellation.

Q5: Can the company’s Dubai Trade administrator submit the requests and pay for them?

The company's Dubai Trade Portal administrator can create sub-users and these sub-users can submit the requests and pay for them on the Dubai Trade Portal. However, The Company's administrator cannot submit the requests or pay for them.

Q6: In my company, I am the Dubai Trade Portal administrator and do I need to create more users?

Creating more users is optional. But in case of your absence, another delegated user will be able to handle the Dubai Trade Portal work. In addition, you can not submit any requests or pay for them, unless you create a sub user.

Q7: How can I create an Approver user or Data Entry user?

The Company administrator can create more Approver users or data entry users. You will need to click on the ''User Management' option. You will find a 'Create User' link. Click on this link and fill up the new user's information and click on 'submit' button.

Q8: What is the difference between the Approver user and Data Entry user on the Dubai Trade Portal?

The Approver user is similar to an authorized signatory. This user can type a request, submit to JAFZA and pay for it online using the Dubai Trade Portal. The Data-Entry user is similar to a data entry operator. This user can only type a request and submit it for approval to any of the Approver users in his company. This user cannot submit to JAFZA or pay for it online on the Dubai Trade Portal. This user can opt to intimate the Approver user(s) in his company by email.

Q9: A user in my company saved a Free Zone related request for on the Dubai Trade. I got an email about this request. Can I pay for this request?

When a user submits a Free Zone related request for approval on the Dubai Trade, he can choose to email a approving user about this request. A data-approving user can login to the Dubai Trade and retrieve this request, modify it, if necessary, and submit it to JAFZA and make the online payment.

Q10: When the renewal of Residence Permit or Health Card or Company Employment Card is due, I get a document expiry prompt from Free Zone administration. Can I renew the documents on the Dubai Trade before I get this expiry prompt?

Yes, you can renew the documents before you get the document expiry prompt from Free Zone administration.

Q11: How can I view all requests pending for my action?

You can use the service 'View All Requests' under the 'Summary Information' menu to display all requests awaiting your action. You can then drill down into details of individual requests before Submitting to Jafza. You also have the ability to Cancel multiple requests, if you choose.

Q12: Can I view status of requests submitted at Jafza counter using Dubai Trade?

Yes, you will be able to review the status of requests submitted at Jafza counter, in addition to requests created through Dubai Trade. However, you will not be able to modify information related to the requests submitted at Jafza counters.

Q13: Can I use the Portal Deposit available in my account for availing services at the Jafza counters?

Yes, you can avail services at Jafza counters against deposits made earlier. You need not necessarily pay separately for each service you avail at the counter.

Q14: What is the diference between the service 'Apply for PAC – Entry' and 'Apply for PAC – Approval'?

All service names having ‘- Entry’ at the end denotes services given to the Data-Entry user for entry of relevant information. All service names having ‘- Approval’ at the end denotes services given to the Data-Approval user in the company for approving the request and submitting to Jafza. It may be noted that Data-Approval users have the ability to enter as well as approve the requests, while Data-Entry users do not have the ability to approve requests.

Q15: How can I request for generating a new report?

You can use the service ‘Reports’ under ‘Summary Information’ menu and click on the ‘Request Refresh’ button of the required report. New requests for refreshing a report will typically be serviced within 24 hours.

Q16: How can I download a report that was requested earlier?

You can use the service 'Reports' under 'Summary Information' menu and click on the 'View Output' button of the required report to display a list of report copies generated earlier. You can then click on the 'Download' button to get the desired output file in PDF format.

Q17: What is the procedure for starting a company in Free Zone? What documents do I need to submit and what are the charges?

You can visit our JAFZA website (www.jafza.ae) and obtain all above information.

Q18: How to get JAFZA forms online?

You can visit our JAFZA website (www.jafza.ae) and download forms from the link "Forms Download" available as a tab at the bottom of the page.

Q19: What is the difference between the permanent access card and the permanent identity card?

Permanent Access Card is issued for concerned sister companies employees whereas Permanent Identity Card is issued for an Employee sponsored by father or husband (non-Jafza sponsored)

Q20: Whilst filling out my registration form on Dubai Trade for JAFZA services, I forgot to print out the registration form? How can I retrieve this form?

Go to Dubai Trade home page (www.dubaitrade.ae) and click on the link "Modify Registration". Provide the necessary details and go to the last page and you can retrieve and print the form.

Q21: I am getting a BUA sanctions message, what should I do?

Please contact the JAFZA Administration counter to know what should be done to remove the sanction.

Q22: How can I know what are the documents required for a particular request?

You can check the same from the "Procedure" links on the service page contact.

 

Dubai Multi Commodities Centre

Q1: What are the categories of DCR membership and what is the role of each membership category?

There are five categories of DCR membership, of which four have access to the DCR System for the purpose of transacting business electronically. These are

  1. Originators who are traders or processors of physical commodities which may be stored in warehouses in Dubai and which may be used as collateral for·
  2. Issuers" who are warehouse operators responsible for the storage of goods in their facilities in Dubai, or collateral managers who take responsibility for the custody of goods stored in warehouses in Dubai.
  3. Collateral Managers/Inspectors" ('CMIs'), who may, when so requested, certify that the goods that are the subject of a DCR conform to their description on that DCR.
  4. Security Beneficiaries", who are financial institutions that may be prepared to provide finance to Originators using a DCR as collateral.
There is a further category of DCR membership, which does not enable access to the System for the purpose of transacting business. This is DCR Associate Membership, which is designed for service providers to the commodities industry such as shipping companies, freight forwarders and insurance companies. DCR Associate Members have the benefit of having their name associated with the DCR System, on the DMCC website and elsewhere where it will receive substantial exposure to the commodities sector in Dubai and globally.

Q2: What is the process for becoming an Originator Member?

Applications for Originator membership must complete an Application Form, which can be downloaded from the DMCC website (www.dmcc.ae) or obtained directly from DMCC. The completed Application Form, together with the Application Fee and Annual Membership Fee, should be submitted to DMCC, where it will be processed, normally within a few days. Once the application has been accepted by DMCC, DMCC will allot an administrator user-id and password to the member; the member can be subsequently create users and assign access rights (to transact business through the DCR system) to the users the member has created.

Q3: Must a DCR Member be registered or licensed as a DMCC Free Zone company, or have a presence in Dubai?

It is not necessary that a DCR Member be registered or licensed as a DMCC Free Zone company. Warehouses that store goods that are the subject of a DCR must be in Dubai. Issuing members and CMI members must have a physical presence in Dubai as they play a direct role in dealing with the physical goods that are the subject of a DCR. However Originator members and Security Beneficiary members need not have a presence in Dubai (their interaction with the DCR System being entirely electronic).

Q4: What are the costs of DCR Membership, and of using the DCR System?

Commodity trading and processing companies can become DCR Originator members for an annual membership fee of AED 4,000. There is also a once-only application fee of AED 1,000 that will be waived for applications received by xx September 2004. While DMCC reserves the right to introduce fees based on DCR usage at some future time, no such fee will be charged prior to 1 July, 2005.Fees for DCR Issuing, CMI and Security Beneficiary members are available on request from the DCR Secretariat. The Annual Membership Fee for DCR Associate Members is AED 1,500. There is no Application Fee for DCR Associate Members.

Q5: How does a member transact business on the DCR platform?

DCR platform is a web-based service provided within the Dubai Trade portal (www.dubaitrade.ae). A DCR member can login to the Dubai Trade portal and access the services provided under the DCR system.

Q6: Is the DCR System a trading platform or a trade finance platform?

While it is possible for the owner of goods that are the subject of a DCR to transfer title to those goods via the DCR System, the System is not primarily designed as a trading platform. Its primary purpose is to provide traders in physical commodities stored in Dubai with ready access to a range of financial institutions that are prepared to accept DCRs as collateral for the provision of finance, and to provide a convenient, cost-effective framework for the delivery of that finance.

Q7: Does a DCR represent title to the goods that are the subject of that DCR?

A DCR is a document of title in respect of the goods described on that DCR.

Q8: What is the process by which a DCR is issued? Is it issued to the Originator?

When goods an Originator deposits goods in a warehouse controlled by a DCR Issuing Member, that Issuing Member may issue a DCR for those goods by

  1. Completing the necessary details on the "Issue DCR" screen, and
  2. Electronically submitting the DCR to the System.
At this point the DCR is created. The Originator can view the DCR on his ’Originator Status screen’ and print a copy (which is clearly marked as such) for his records. DMCC will print a "master copy" of the DCR that it will retain at its offices, essentially as custodian on behalf of the Originator. In the event that the DCR is to be transferred to another Member or used as collateral for a finance facility from A Security Beneficiary Member, DMCC will endorse the master copy of the DCR that it is holding on instructions electronically transmitted from the Originator. At no time does the Master Copy of the DCR leave DMCC’s custody.

Q9: For which commodities can a DCR be issued?

There is no list of "approved commodities" as such, for which DCRs can be issued. Any commodity that can be stored in a warehouse in Dubai, or otherwise controlled by a DCR Issuing Member is a candidate for DCR issuance.

Q10: Must commodities covered by DCRs comply with prescribed quality or other standards?

No. The DCR System is designed to cover as much of the flow of goods through Dubai as is commercially feasible and hence no particular consignment of goods is ineligible for DCR issuance simply because of its quality or description.

Q11: Can the DCR system be used to transfer title of goods to a non-DCR Member, or to obtain finance from a bank that is not a DCR Member?

No. As outlined in the answer to Q.1 above, only DCR members have access to the DCR system, and DCRs can only be endorsed by way of transfer or security using the System. Thus if an Originator wishes to transfer title of goods that are the subject of a DCR to a non-member of the System, he will have to arrange for the DCR to be cancelled and for the sale of the goods to be effected outside the System. Similarly if he wishes to use the goods as collateral for a loan from a non-member financier, he will have to arrange for the DCR to be cancelled and for another form of collateral documentation to be put in place.

Q12: Is an Originator guaranteed a loan using a DCR as collateral?

No. While DCR Security Beneficiary members are in principle prepared to provide finance using DCRs as collateral or otherwise to facilitate financing using structures involving DCRs, each case will be treated by the financier on its individual merits having regard to customer and to the commodity covered by the DCR, amongst other things.

Q13: Can a trading or processing company use its own warehouse facilities for the purpose of issuing DCRs?

Fundamental to the integrity of the DCR System, and its use as a trade finance platform, is the independence of the DCR issuer and the owner of the goods covered by that DCR. Stated simply, it is not possible for the owner of goods to issue a DCR in respect of those goods. Nevertheless it is possible for a commodity trader or processor with its own warehousing facilities to enter into an arrangement with a collateral management company that is a DCR Issuing Member, for that Member to take control of the goods and to issue a DCR accordingly.

Q14: Is the existence or quality of the goods described in a DCR guaranteed by DMCC or any other party?

DMCC is the administrator and regulator of the DCR System, and the provider of agency and custodial services, but it does not guarantee the existence of the goods, or the accuracy of the description of the goods on the DCR. Comfort is available with regard to the existence of the goods and the accuracy of their description on the DCR, depending on the type to which the DCR belongs:

  1. In the case of a "Standard DCR" the DCR Issuing Member is responsible for the quantity of the goods, as stated on the DCR, but no party accepts liability for the accuracy of the description of the goods.
  2. In the case of an "Issuer-certified DCR" the DCR Issuing Member is liable for both the quantity and the accuracy of the description of the goods.
  3. In the case of a "CMI-certified DCR" the DCR Issuing Member is responsible for the quantity of the goods, while a DCR CMI Member is responsible for the accuracy of their description.
This range of DCR types is designed to provide for a range of circumstances in which DCRs may be used to facilitate commercial transactions. Clearly the credibility of the DCR System, and the level of comfort that it provides financiers and others, depends on the quality of DCR Issuing and CMI Members. Applicants for these categories of membership are required to satisfy DMCC with regard to their financial capacity (both in terms of balance sheet and insurances), their expertise and experience, and (in the case of Issuing Members) the standard of the warehousing facilities.

Q15: What training and Help Desk support does DMCC offer for the DCR System?

DMCC would provide all the members with adequate training on the DCR electronic platform and user manual on the system. Help Desk of DMCC will be available during the business hours and a technical help desk (of Dubai Trade Portal) will be available for 24 hours.

Q16: What level of security has been built into the DCR System?

DCR system has SSL to secure the data transmitted over the Internet and also database encryption to prevent any manipulation in data. The system also encompasses various methodologies to prevent any attempt to hack into the system. Audit Trail facility will track all the actions carried out by the participants in the system.