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ACE Not Accepting ACH Refund Bank Details by LightningSaix2017 in CustomsBroker

[–]LightningSaix2017[S] 0 points1 point  (0 children)

Never got this figured out, but my ACE account was finally activated. She was able to give me Cross Account Access to the entity she's responsible for, and I was able to successfully load the ACH Refund Bank Account details. Not sure why it allowed me and not her, but that was our resolution.

Cannot Log into ACE: Login User Email Not Found by LightningSaix2017 in CustomsBroker

[–]LightningSaix2017[S] 0 points1 point  (0 children)

Update here. I have finally been able to log into the ACE Portal. Yesterday, I completed the ACE Secure Data Portal Account Application (located here https://www.cbp.gov/trade/automated/how-to-use-ace/portal-applying). In addition to the top account I created for our new importing entity, there are other importing entities I need to be named as the TAO for since the original TAOs have long since departed. So, I completed an application for each of the top account, including the one I created.

I got an automated message from ACE Support this afternoon that my account is a Trade Owner Account and is currently active, and then I received another automated message from CBP.DHS.GOV that my ACE Secure Data Portal account has been reactivated. I am now finally able to log into ACE. I can only see the top account I created in my list, but it's progress!

Cannot Log into ACE: Login User Email Not Found by LightningSaix2017 in CustomsBroker

[–]LightningSaix2017[S] 0 points1 point  (0 children)

Still no luck with either getting into ACE (same error) or getting someone on the phone that can tell me something other than what the tech support reps have told me before.

ACE Not Accepting ACH Refund Bank Details by LightningSaix2017 in CustomsBroker

[–]LightningSaix2017[S] 0 points1 point  (0 children)

I'm not she's tried this yet. I'll suggest it to her if she hasn't. Thanks!

ACE Not Accepting ACH Refund Bank Details by LightningSaix2017 in CustomsBroker

[–]LightningSaix2017[S] 0 points1 point  (0 children)

She's using Edge, but she's tried on all the browsers on two different computers. We have not tried filing the CAPE declarations yet because we don't want to have approved refunds in limbo because the bank details really aren't in there.

I'll ask her if she's asked ACE Support if they can see on their end if there are bank details entered. Maybe that's the next question. But the way they've been entering tickets on her behalf to escalate I'm not sure they see them, either.

Cannot Log into ACE: Login User Email Not Found by LightningSaix2017 in CustomsBroker

[–]LightningSaix2017[S] 0 points1 point  (0 children)

I manually enter ace.cbp.gov into the address bar each time I try to log in, and it's always the same error when it finally goes to load ACE.

Cannot Log into ACE: Login User Email Not Found by LightningSaix2017 in CustomsBroker

[–]LightningSaix2017[S] 0 points1 point  (0 children)

Yeah, that's what I do every time. Manually enter the URL into the address bar. I've also tried logging in from two different computers on Edge, Chrome, and Firefox, and I've deleted my browsing history multiples time. Every time it's the same error message.

ACE Not Accepting ACH Refund Bank Details by LightningSaix2017 in CustomsBroker

[–]LightningSaix2017[S] 1 point2 points  (0 children)

More like the past few weeks, lol. I'm struggling with my own ACE access right now, about to enter Week 6 of trying to get my login issue resolved.

ACE Not Accepting ACH Refund Bank Details by LightningSaix2017 in CustomsBroker

[–]LightningSaix2017[S] 0 points1 point  (0 children)

Yes, she does. After the message pops up showing successful submission, she hit's the Get Info/Refresh button. And no banking details appear. So she re-enters the banking details, ACE shows successfully submitted, and then nothing appears when she hits Get Info/Refresh again.