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Guidance

Report a problem using the Customs Declaration Service

Find out what to do if you experience a problem whilst submitting a declaration using the Customs Declaration Service.

Updates to this page

From:
HM Revenue & Customs
Published:
20 March 2023
Last updated:
28 September 2026
Show all updates

  1. Planned downtime from 8pm on Friday 2 October 2026 to 7am on Saturday 3 October 2026 has been added.

  2. Planned downtime from 8pm on Friday 18 September 2026 to 6pm on Sunday 20 September 2026 has been added.

  3. Planned downtime from 8pm on Friday 4 September 2026 to 6pm on Sunday 6 September 2026 has been added.

  4. Planned downtime from 8pm on Friday 7 August 2026 to 7am on Saturday 8 August 2026 has been added.

  5. Planned downtime for the online reporting form, from 8pm on Friday 17 July 2026 to 7am on Saturday 18 July 2026 has been added.

  6. Planned downtime for the Digital Mail Service (DMS) has been added from 8pm on Friday 3 July 2026 to 7am on Saturday 4 July 2026.

  7. Planned downtime from 8pm on Friday 5 June 2026 to 7am on Saturday 6 June 2026 has been added.

  8. Planned downtime from 8pm on Friday 22 May 2026 to 7am on Saturday 23 May 2026 has been added.

  9. Planned downtime from 8pm on Friday 8 May 2026 to 7am on Saturday 9 May 2026 has been added.

  10. The service issue for the online form to report a problem with the Customs Declaration Service has now been resolved.

  11. The online form for reporting a problem using the Customs Declaration Service is currently experiencing delays. Information on what to do has been added to the guidance.

  12. Planned downtime from 8pm on Friday 17 April 2026 to 7am on Saturday 18 April 2026 has been added.

  13. The service issue for the online form to report a problem with the Customs Declaration Service has now been resolved.

  14. Added Welsh translation.

  15. The online form for reporting a problem using the Customs Declaration Service is currently experiencing issues. Information on what to do has been added to the guidance.

  16. Planned downtime from 8pm on Friday 6 March 2026 to 7am on Saturday 7 March 2026 has been added.

  17. Planned downtime from 8pm on Friday 6 February 2026 to 7am on Saturday 7 February 2026 has been added.

  18. Planned downtime from 8pm on Friday 9 January 2026 to 7am on Saturday 10 January 2026 has been added.

  19. Planned downtime from 7:30pm on Friday 2 January 2026 to 7am on Saturday 3 January 2026 has been added.

  20. The service issue for the online form to report a problem with the Customs Declaration Service has now been resolved.

  21. The online form for reporting a problem using the Customs Declaration Service is currently experiencing delays. Information on what to do has been added to the guidance.

  22. Planned downtime from 7:30pm on Friday 5 December 2025 to Saturday 6 December 2025 has been added.

  23. The service issue for the online form to report a problem with the Customs Declaration Service has now been resolved.

  24. The online form for reporting a problem using the Customs Declaration Service is currently experiencing delays. Information on what to do has been added to the guidance.

  25. Planned downtime from 7:30pm on Friday 07 November 2025 to 7am on Sunday 08 November 2025 has been corrected to 7:30pm on Friday 07 November 2025 to 7am on Saturday 08 November 2025.

  26. Planned downtime from 7:30pm on Friday 07 November 2025 to Sunday 08 November 2025 has been added.

  27. Scheduled maintenance from 7:30pm on Friday 17 October 2025 to 7am on Saturday 18 October 2025 has been cancelled. Full service will be available during this time.

  28. Planned downtime from 7:30pm on Friday 17 October 2025 to 7am Saturday 18 October 2025 has been added.

  29. Planned downtime from 7:30pm on Friday 5 September 2025 to 7am Saturday 6 September 2025 has been added.

  30. Planned downtime from 7:30pm on Friday 1 August 2025 to 7am Saturday 2 August 2025 has been added.

  31. A service issue for the online form to report a problem with the Customs Declaration Service has now been resolved.

  32. The online form for reporting a problem using the Customs Declaration Service is currently experiencing delays. Information on what to do has been added to the guidance.

  33. Planned downtime from 7:30pm on Friday 4 July 2025 to 7am Saturday 5 July 2025 has been added.

  34. Planned downtime from 7:30pm on Friday 6 June 2025 to 7am Saturday 7 June 2025 has been added.

  35. Planned downtime from 7:30pm on Friday 2 May 2025 to 7am Saturday 3 May 2025 has been added.

  36. Planned downtime from 7:30pm on Friday 4 April 2025 to 7am Saturday 5 April 2025 has been added.

  37. Planned downtime for the online reporting form, from 7pm to 11pm on Tuesday 25 March 2025 has been added.

  38. Planned downtime from 7:30pm on Friday 7 March 2025 to 7am Saturday 8 March 2025 has changed to 7:30pm on Friday 14 March 2025 to 7am Saturday 15 March 2025.

  39. A service issue for the online form to report a problem with the Customs Declaration Service has been added.

  40. Added Welsh translation.

  41. A service issue for the online form to report a problem with the Customs Declaration Service has now been resolved.

  42. A service issue for the online form to report a problem with the Customs Declaration Service has been added.

  43. A service issue for the online form to report a problem with the Customs Declaration Service has now been resolved.

  44. A service issue for the online form to report a problem with the Customs Declaration Service has been added.

  45. Planned downtime for the online reporting form, from 7:30pm on Friday 29 November 2024 to 7am on Saturday 30 November 2024 has been added.

  46. Planned downtime for the online reporting form, from 7:30pm on Friday 1 November 2024 to 7am on Saturday 2 November 2024 has been added.

  47. Planned downtime for the online reporting form, from 7:30pm on Friday 4 October 2024 to 7am on Saturday 5 October 2024 has been added.

  48. A service issue for the online form to report a problem with the Customs Declaration Service has now been resolved.

  49. A service issue for the online form to report a problem with the Customs Declaration Service has been added.

  50. Due to scheduled maintenance, the online form to report a problem with the Customs Declaration Service will be unavailable from 7:30pm on Friday 6 September 2024 to 7am Saturday 7 September 2024.

  51. Added additional information on what you'll need to use the form to report a problem when using the Customs Declaration Service.

  52. Planned downtime for the online reporting form, from 7:30pm on Friday 2 August 2024 to 7am on Saturday 3 August 2024 has been added.

  53. Planned downtime for the online reporting form, from 7:30pm on Friday 5 July 2024 to 7am on Saturday 6 July 2024 has been added.

  54. Planned downtime for the online reporting form, from 7:30pm on Friday 7 June 2024 to 7am on Saturday 8 June 2024 has been added.

  55. Planned downtime for the online reporting form, from 7:30pm to 9pm on Friday 3 May 2024 has been added.

  56. Planned downtime for the online reporting form, from 7:30pm on Friday 5 April 2024 to 7am on Saturday 6 April 2024.

  57. Planned downtime for the online reporting form, from 10pm to 11pm on Monday 25 March 2024 has been added.

  58. Planned downtime for the online reporting form, from 8pm on Friday 1 March 2024 to 7am on Saturday 2 March 2024 has been added.

  59. You should now call the Imports and exports helpline to report a problem when registering for the Customs Declaration Service.

  60. First published.

If you find a problem when using the Customs Declaration Service (CDS) to move goods across the border, check:

If you cannot solve the problem, use the online form to report this to HMRC CDS Operations.

Who should use this form

You should use this form to report a problem when using the Customs Declaration Service if you’re:

  • an importer or exporter
  • an agent of an importer or exporter
  • a software house
  • a community system provider (CSP)
  • a government department
  • a loader or carrier

Who should not use this form

You should not use this form to report a problem with:

  • registering for the Customs Declaration Service — contact Imports and exports: general enquiries
  • the Customs Financial Account — select the ‘Get help with this page’ link at the bottom of the screen where the problem occurs and provide details of what you were doing and what went wrong
  • a declaration submitted in the test environment (Trader Dress Rehearsal) — email tdrcommunications@hmrc.gov.uk

What you’ll need

For imports

Before you start the form, you may need:

  • your Local Reference Number
  • your Movement Reference Number
  • the error code you’ve received
  • a description of the problem you are experiencing

For exports

Before you start the form, you may need:

  • your Declaration Unique Consignment Reference
  • your Master Unique Consignment Refence
  • your movement details, such as the date of movement, location and details of goods, commodity codes and country of destination
  • the inventory details status message
  • the conversation ID from your software
  • the error code you’ve received
  • a description of the problem you are experiencing

Submit the form

The online form will ask you a series of questions to understand the problem you’re having and urgency of the issue.

Follow the instructions on each page to submit your responses and complete the form.

You’ll be able to:

  • save your application and return to it later
  • check your answers at the end of the online form before submitting
  • print out a copy of your completed form

The form will not remain available online after you have submitted it.

Start now

After you submit the form

After you’ve submitted the form, you’ll receive a confirmation email with a reference number.

If your problem is considered urgent, you’ll receive a response within 2 hours. All other problems will be responded to within 24 hours.

Sign up for emails or print this page

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