​HELP & TROUBLESHOOTING

Having trouble? Read the answers to the most common issues and troubleshoot! 


 Issues Related To Terminal Appointments



Solution:
  • PierPass has no access to the terminals' appointment systems.
  • Contact the terminal directly to resolve any appointment issues.
  • For a list of terminal appointment system contacts, click here​
​Issue: TMF or the Clean Truck Fund Rate has been paid but the terminal still shows HOLD 

Solution:
The TMF or the Clean Truck Fund Rate may be paid but there may be other HOLDS that the terminal has placed on this container, such as demurrage, customs, etc. 
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  • Check with the terminal about the HOLD. For terminal contact information, click here

The TMF or the Clean Truck Fund Rate may have been paid, but the payment did not go through because the account is suspended. 
  • Log in and check both Import and Export Fees Due for outstanding charges. 

The TMF may have been paid, but the payment is still being processed at the terminal. 
  • It may take up to one hour before the process releases the HOLD. Check back periodically 

Helpful Hint: In the future, please try to pay the TMF in advance of attempting to pick-up the container.
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Issue: The container should be at the terminal but PierPass or PortCheck shows it as "Pending" 

Solution:
  • Check the marine terminal operator’s website to see if the container can be found there. If it does display on the website, contact the marine terminal’s customer service department and request that they send an announcement to PierPASS. 
  • If the container does not display on the marine terminal’s website, contact the shipping line, confirm the container number and location are correct, if so, request that they re-send the container data to the terminal.
Issue: My Booking in PierPASS or PortCheck does not display 

Solution:
  • Check the marine terminal operator’s website to see if the export booking number can be found there. If it does display on the website, contact the marine terminal’s customer service department and request that they send an announcement to PierPASS. 
  • If the container does not display on the marine terminal’s website, contact the shipping line, confirm the booking number and location are correct, if so, request that they re-send the container data to the terminal.

Issue: My credit card has been declined

Solution: 
  • Contact your bank or credit card company.
Issue: ​Container status in PierPASS or PortCheck is active but unable to click on "Pay" tab 

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Solution:
This may be a browser compatability issue.

  • PierPass works with Mozilla Firefox, Google Chrome, or Microsoft Edge. 
  • PierPass does not work with Microsoft Internet Explorer(IE).
Issue: My eCheck has been declined

Solution: 
  • Contact Telecheck at 1-800-366-2425 or 1-800-366-5010.
Issue: It shows "Pay" in PierPASS or PortCheck but will not allow for a credit card or eCheck payment  

Solution: 
  • Log in.
  • On the Account Summary page, check your account balance.
  • If the Account Balance reads “-$5,000” or more you are required to use the credit balance on the payment page to pay the TMF or the Clean Truck Fund Rate.