FAQs – Private Beta

Eligibility, enrolment and scope 

Q1. Is taking part in the pilot optional, expected, or mandatory for my business? 

A: Taking part in the pilot is optional. It gives your business the opportunity to test and shape the service early before the current service is retired. Once the current service is retired, businesses will be required to switch to the new service. You will also be able to review suggested enhancements we have to the service and user experience

Q2: What are the benefits of joining the pilot early? 

A: Users will have an opportunity to contribute to improvements and raise issues whilst the service is still being refined. It also gives earlier visibility of the new service, more time to prepare, and access to targeted onboarding support before wider rollout

Q3: What happens if I do not want to join the pilot at all? 

A: Taking part in the pilot is optional, so you do not have join the pilot if you do not want to. You can continue using the current service until it is retired

Q4: Why is the current service being replaced? 

A: The current service is being replaced to update the underlying platform, improving performance, scalability, and the ability to support future development.

Q5: How will you tell me if I am in scope for the pilot? 

A: If you are in scope for the pilot, you will be contacted directly and given clear details about what this means for your business if you choose to trial the new service. This will include any relevant timelines, any actions you need to take, and the support available to help you prepare for switching

Q6: What criteria decide which traders, intermediaries or hauliers are included? 

A: Participants will be selected based on whether they can run manageable end-to-end trade journeys. This may include factors such as existing supply chain movements and commercial relationships, readiness to participate, types of movement, operational complexity, and whether the relevant parties in the supply chain movement can be onboarded together

Q7: Can I join the pilot later if I’m not ready at the start? 

A: The pilot is expected to be phased, so businesses that are not ready for an earlier cohort may be considered for a later one if there is suitable scope and capacity

Q8: What happens if I agree to join the pilot, but am not ready to move over by my planned date? 

A: There will be a final confirmation communication, close to the date you are planned to join. If you are not ready at that point there will be the opportunity to shift the date back

Q9: Are all declaration types and movement types in scope of the pilot? If not, what is excluded? 

A: All declaration types and movement types are supported by the new platform

Q10: Can I test the pilot for some movements but not others? 

A: Whilst it is strongly encouraged that all movements are undertaken in the new service, there may be circumstances where some journeys or clients may use the new service while others continue on the current service. Your onboarding information will make clear which movements are in scope and which system should be used in each case

Q11: Is this new service going to support goods movements to the EU, or is it just GB-NI?

A: This service will support GB-NI, NI-GB and ROW-NI (Rest of World, excluding EU) movements

Access and using the current and new services 

Q12: What does joining the pilot mean for my access to the current TSS platform? 

A: Joining the pilot does not mean losing access to the current service. You will continue to be able to access it for in-flight movements, historical information, post-movement activity and, where relevant, movements outside your agreed pilot scope

Q13: What information will I need to enter again if I choose to join the new service as part of the pilot? 

A: If you join the pilot in the new service, you will need to reset your password the first time you log in. Your username will remain your email address

Q14: What will happen to my declarations that I have already started if I choose to join the new service as part of the pilot? 

A: Any declarations or movements that were started before your joining date will remain available in the current service and can continue to be progressed there. Joining the pilot will not prevent you from accessing movements already started, including those in draft or ‘trader input required’ status

Q15: What will happen to my draft, saved, or partially completed submissions if I choose to use the new service as part of the pilot? 

A: Any draft saved or partially completed submission that was started before you joined will remain available in the current service and can continue to be progressed there. Joining the pilot will not prevent you from accessing in-flight movements, including those in draft or ‘trader input required’ status.

Q16: Can I move back to the current TSS platform if I do not want to continue being enrolled in the pilot? 

A: Whilst it is strongly encouraged to use the pilot service, you can move back to the current TSS service if you do not wish to continue using the pilot. However, each movement must be started and completed on the same platform; you cannot begin a movement on one platform and finish it on the other

Q17: Will controlled goods operate in the same way as they are currently? 

A: Yes. There is no change to the underlying customs requirements or processes for controlled goods. The main change is to the service interface, and the digital steps users follow within it, rather than to the rules or process itself

Q18: What happens if traders, intermediaries, or hauliers are on different systems? 

A: The pilot will be coordinated so that in-scope movements use the correct service for the agreed cohort. Where parties are not yet aligned, or where a movement sits outside the agreed pilot scope, it may continue through the current service. You will be told what system should be used for which journeys, guidance and support will be available if there is any uncertainty

Q19: Do I need to tell Fujitsu / the current service that I’m moving onto the pilot, or will you do that for me? 

A: There will be a coordination between Netcompany and Fujitsu, in which Netcompany will inform Fujitsu of when users plan to start using the new platform

Q20: What happens on the date I join, in practical terms? 

A: On your joining date, all new movements for your business should begin on the new service. Any movements or declarations started before that date will remain in the current service and can continue to be completed there. Your Logistics Service Provider should have been notified of the service you are using, but you may want to confirm with them

Q21: What happens if I accidentally start or submit a movement in the wrong system? 

A: Movements must be completed in the system they were started in. Where a movement has been started or submitted in error, you should either:

-          where possible, you must cancel the declaration and resubmit it in the correct system before goods move

-          If not possible, you must complete the movement in that system

Once goods have moved, cancellation or amendment will not be possible. In these circumstances, the movement can only be completed if all relevant parties are able to access and operate in that system, including being enrolled in the pilot service where required.

Access to the pilot service is limited to users who have been onboarded, so parties who are not enrolled will not be able to access or complete movements. If this occurs, completion of the movement is likely to be prevented until the issue is resolved through HMRC support (for example, by enrolling the relevant party), which may lead to disruption. Users are responsible for ensuring that all parties in their supply chain are aligned on which system is being used to minimise the risk of incorrect submissions.

Q22: What happens if my intermediary/haulier uses the wrong system? 

A: Movements must be completed in the system they were started in. If an intermediary or haulier uses the incorrect system, you should:

 

·         if the movement has not yet progressed, require cancellation and resubmission in the correct system

·         if this is not possible, the movement must be completed in the system it was started in

 

Once goods have moved, cancellation or amendment will not be possible. Completion will depend on whether all parties involved can operate in that system, including having access to the pilot service where applicable. As access to the pilot service is limited to onboarded users, parties who are not enrolled will not be able to access or complete the movement. This is likely to prevent completion until the issue is resolved through HMRC support and may result in disruption. Users should ensure that all parties in their supply chain are aligned on which system is being used to minimise the risk of incorrect submissions.

Q23: How long will I have access to the current system for viewing historical data? 

A: You will continue to have access to the current system until the current system is retired, and all users have moved onto the new service, where you will be able to access and download your historic records.

Q24: Will my users and roles carry over into the new service? 

A: Yes. Existing users and their roles will carry over into the new service

Functionality – what is changing / staying the same 

Q25: Will the pilot have the same functionality that I’m used to on the current service? I don’t want to join the beta unless I can be sure I can still smoothly move goods. 

A: Yes. The customs process will not be changing and the core functionality of the system remains the same. The only thing that changes is the user interface and the digital steps that follow.  It will look and feel more similar to other government online services (like tax services such as PAYE and SA, and DVLA services)

Q26: Which features will be available during the pilot, and which will come later? 

A: The approach of the pilot is designed to ensure continuity and minimise disruption whilst retaining all the same functionality as the current service. Updates and enhancement will be introduced later. Some enhancements will be added as part of the pilot (for example, no dependency between ENS and customs declarations and AI chatbot), with additional enhancements (e.g., CSV upload and AI intelligence pre-filling) added later

Q27: Will there be changes to the portal look and feel? 

A: Yes. There will be changes to the portal look and feel, because the new service has a different interface and digital journey. It will look and feel more similar to other government online services (like tax services such as PAYE and SA, and DVLA services) with on screen prompts. The aim is to make the service clearer and easier to use, while keeping the underlying customs process the same

Support, readiness and problem resolution 

Q28: What support will be available if I choose to test the new service as part of the pilot? 

A: A range of support will be available during the pilot. This will include a chatbot for basic guidance, Tier 1 support through HGS, and Tier 2 support through specialist teams where needed

Q29: Who should I contact for onboarding support, technical help or urgent live movement issues? 

A: Support will be provided through a number of specialist teams, with queries routed to the most appropriate team depending on the nature and urgency of the issue

Q30: What guidance, training or onboarding materials will be provided before I choose to use the new service as part of the pilot? 

A: Before choosing to use the new service, users will have access to webinars, live training drop-ins, and a dedicated sandbox environment

These will provide system walkthroughs, guidance on new user journeys, opportunities to ask questions, and hands-on practice in a non-production setting. For API users, the sandbox will also support integration testing, helping organisations build confidence before taking part in the pilot

Q31: How can I provide feedback during the pilot, and how will that feedback be used? 

A: During the pilot, you will be able to provide feedback through several channels, including dedicated feedback routes, on-screen prompts, Chatbot, and existing support channels. Feedback will be reviewed on an ongoing basis and used to identify issues, inform service improvements, and help shape future development of the service

Q32: What happens if something goes wrong while I’m using the pilot service and I can’t action? Will goods be held? Will HMRC provide operational easements? 

A: The pilot is designed to minimise disruption to live movements. You will retain access to the existing TSS service during the pilot period to support completion of in-flight and historic activities, providing a level of resilience if issues arise.

Where problems occur, support arrangements will be in place to help resolve issues as quickly as possible. Users should follow the support routes provided during onboarding, including contacting the HMRC contact centre where needed.

However, where a movement cannot be completed due to access or system constraints (for example, where a party is not enrolled in the relevant system), disruption should be expected until the issue is resolved through support.

Q33: Will compensation be available if my goods are delayed, spoiled or become unusable due to issues with the new service during the pilot?

A: No specific compensation arrangements are in place for delays or disruption arising from participation in the pilot. The pilot is designed to minimise disruption to live movements, including onboarding support and operational assistance where needed. However, users remain responsible for managing their own commercial risks during movements.

Q34: What is the fallback if the new service experiences an outage? 

A: You may revert back to using the current service if the pilot service experiences an outage

Q35: What are the support hours during the pilot? 

A: Support availability during the pilot will depend on the channel used. The chatbot will be accessible 24 hours a day, 7 days a week. Alternatively, you can contact the TSS Contact Centre on 0800 870 8173, which operates from 8am to 5.30pm, Monday to Sunday.

Q36: How will pilot updates and improvements be communicated? 

A: Pilot updates and improvements will be communicated through coordinated programme channels, including direct cohort communications (e.g. email and onboarding packs) and targeted notifications where changes affect specific users or journeys

General updates and service improvements will be shared via agreed release and feedback channels, with clear guidance on what has changed and whether any action is required. Feedback from the pilot will also be reflected back into updated guidance and communications where relevant

Traders 

Q37: What do traders need to tell their intermediaries or hauliers, and when? 

A: Traders should follow the instructions in their onboarding pack. Where requested, they may need to confirm operational contacts, relevant journeys and any linked parties involved in the agreed pilot scope. Communications should not rely on traders alone to manage the informing actors across the supply chain; coordination will also be supported directly through the programme and participating Logistics Service Providers

Q38: What should I do if my intermediary or haulier is not ready? 

A: If your intermediary or haulier is not ready, you will not be part of the pilot

Q39: What should I do if I have a large number of open supplementary declarations on the current service? 

A: The pilot will not prevent you from accessing historic movements, including those in draft or ‘trader input required’ status, or to in-flight movements started before migration. You will also be able to submit supplementary declarations and post-movement IMMIs, pay duties, and complete other post-movement compliance activity.

Intermediaries 

Q40: How will intermediaries know which clients have switched to the new service? 

 A: Intermediaries will be told through direct programme communications and coordinated supply chain onboarding which clients, journeys or movements are in scope, and from when the new service should be used. In some cases, traders may also share supporting communications, but intermediaries should not have to rely on the trader alone for this information

Q41: Will agent authorisations pass on from the old service to the new service?

A: Yes. Agent authorisation details will carry over from TSS1 to TSS2. The authorisation/document reference number—which evidences the authorisation—will be included within the trader profile data and available from day one. However, the supporting documents themselves (attachments) will not be available at private beta go-live, as these are stored separately from the profile data

Q42: How should intermediaries manage multiple clients with different joining dates? 

A: During the pilot, it is expected that intermediaries may need to work across both the current system and the new system at the same time, depending on which clients have joined. For each client, intermediaries should follow the date and instructions set out in the onboarding pack and ensure that all new movements are being submitted through the correct system from that point onwards

Hauliers 

Q43: How will hauliers know which of their clients are using the new service? 

A: Hauliers will be told through direct programme communications and coordinated cohort onboarding which traders, movements or journeys are in scope, and from when the new service should be used. In some cases, traders or other linked parties may also share supporting communications

Q44: How should hauliers manage multiple clients with different switch dates? 

A: During the pilot, it is expected that hauliers may need to work across both the current system and the new system at the same time, depending on which clients have joined. For each client, hauliers should follow the date and instructions set out in the onboarding pack and ensure that all new movements are being submitted through the correct system from that point onwards

API users 

Q45: I am an API user. How will I be supported if changes are needed to integrations? 

A: The API specs will remain the same.  A dedicated API onboarding support team will be in place for pilot participants, with a direct contact route for API-specific queries and issue resolution. In addition, a Help Portal will provide supporting materials such as the OpenAPI specification, API test collections, and guidance on how to register and authenticate with the new API endpoint

Q46: What does joining the pilot mean for API users in terms of specifications, testing and production access? 

A: From June onwards, pilot users will have access to a test environment to begin validating their integration with the new TSS service. Participating in the pilot gives organisations the opportunity to test early, build confidence that their integration will work ahead of cutover, and provide feedback that helps shape the service. It will also provide a more direct and proactive route into the supplier team during testing and onboarding

Groupage operators 

Q47: I am a groupage operator and frequently carry mixed loads. How will these more complex scenarios be handled if I choose to join the pilot? 

A: We will work with you through direct programme communications to understand your supply chain and suggest groupage movements which could be suitable for the pilot based on the nature of the goods and consignments. It is expected that groupage operators may need to work across both the current system and the new system at the same time, depending on which clients and movements have switched. We will also be providing an onboarding pack to support movements through the new system