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21st September, 2022
Please find HMRC's announcement regarding the CDS Customer Support Model below:
Customs & International Trade helpline (CIT)
The Customs & International Trade helpline (Telephone: 0300 322 9434) is the main route in for customers with general customs queries including:
- help moving goods at all border locations (including 24/7 help for critical issues with goods stuck at the border)
- general advice on HMRC customs services
- error messages
We have increased capacity to ensure we are able to handle an increase in operational queries about the Customs Declaration Service (CDS).
Government Gateway credentials lost or reset
The Government Gateway platform is a vital part of accessing HMRC IT systems, ensuring user security. If you have lost credentials or need them reset you can call us – Telephone: 0300 200 3600.
Deskpro
You can use this service to raise any issues you may have with GOV.UK service webpages or the web interfaces. You can raise a support ticket by selecting the “Get help with this page” link at the bottom of any screen. You will be asked to provide your name and email address to ensure we can contact you back.
HMRC service availability and issues
We will always try to minimise disruption for businesses and individuals wherever possible, but due to the complexity of our IT systems we sometimes need to have downtime to make changes. This is a normal approach to updating systems and you will need to plan around this downtime.
Dedicated support lines
For more complex query escalation and 24/7 support for critical issues with goods stuck at the border
CIT Helpline, digital assistant and webchat
Telephone: 0300 322 9434
Digital Assistant and Webchat link: Imports and exports: general enquiries - GOV.UK (www.gov.uk)
08:00 – 22:00 Monday – Friday
08:00 – 16:00 Saturday – Sunday
Select option 1 for urgent issues 24/7
For Government Gateway credential loss or reset
Online Services Helpdesk
Telephone: 0300 200 3600
08:00 – 18:00 Monday – Friday
Digital Assistant and Webchat link:
https://www.gov.uk/government/organisations/hm-revenuecustoms/contact
(via link for HMRC’s digital assistant and specifying ‘adviser’)
08:00 – 19:30 Monday - Friday
08:00 – 16:00 Saturday
Closed weekends and bank holidays
To report technical problems with service pages
Deskpro
Links from CDS service – ticket can be raised 24/7
Deskpro is staffed 08:00 – 17:00 Monday to Friday
For Service availability, Planned downtime, Service issues and Other services
System availability and future planned downtime available on
GOV.UK: https://www.gov.uk/government/collections/hmrevenue-and-customs-service-availability-and-issues
Additional customer support capacity and capability is being put in place to assist with the peak period of migration from CHIEF to CDS for import declarations expected from mid-September to October 2022. Support for technical issues:
- Operational technical support team for CDS can be directly accessed via cds.operations@hmrc.gov.uk – 24/7 (outside of Monday – Friday 08:00 – 20:00 for critical issues with goods stuck at the border).
- Existing technical support for other systems continues:
gvmstechteam@hmrc.gov.uk – 24/7 (outside of Monday – Friday 08:00 – 20:00 for critical issues with goods stuck at the border)
chief.operations@hmrc.gov.uk - Monday – Friday 08:00 – 20:00
ncts.helpdesk@hmrc.gov.uk Telephone: 0300 322 7095 – Monday – Friday 08:00 – 17:00
- Support for border movements 24/7 continues through the National Clearance Hub – nch@hmrc.gov.uk Telephone: 0300 322 7900
- Carrier mailbox is managed by the GVMS technical support team.
- Additional 24/7 IT issue resolution capacity is being put in place for the peak period – these teams are not customer facing.
You can help ease risk of congested demand on customer support services by testing your processes and software, using trader dress rehearsal, register and subscribe and update direct debit instructions now.
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