Webinar: demo of the new Trader Support Service, 13 August 2026

Recording of a webinar where we shared a demo of the new Trader Support Service, and took questions from participants about registration, migration, supplementary declarations and joining the private beta.

Demo of the new Trader Support Service

Transcript

Welcome to this demonstration of the next phase of the Trader Support Service.

This demonstration will show you how to navigate through various elements of the service.

This includes your business profile known in the outgoing service as the company profile, how to find guidance, how to start a movement, and how to complete a supplementary declaration.

It will show you how to do this manually and not using an application programming interface, also known as an API.

Please note that this demonstration will show the service in its current phase of development to provide an example of the look and feel of the new service.

It is subject to further changes as more features and functions are added in.

After logging into the TSS, you will be taken to the homepage.

This is your main starting point for accessing the different areas of the service.

At the top of the page, you will see key account information, including your company name, account number, and user details.

You will also see a task section.

This is where any actions that require your attention will appear.

In this example, the task is to complete supplementary declarations, and you would select this option to begin that process.

As you move through the homepage, you will see four main menu areas.

In the declarations, you can start a new declaration.

You can view existing declarations.

You can view goods movement references and access historical customs declarations which open in a new tab.

In the profile and payments area, you can view your business profile which was known previously as the company profile and access the payments overview.

In the guidance section, this provides access to all guidance topics. And in the support section, you can create a support case, manage existing cases, and provide feedback.

Before starting your first declaration, it is recommended that you review your business profile to make sure your information is up to date.

Once you open your business profile, you will see a series of quick links that allow you to manage key areas of your account.

From here, you can view users linked to your account, see which business can represent you, manage access to the traders API review, you can view businesses you've given permission to use your UKIMS authorisation, and view any related companies.

As you scroll through the business profile, you will also see your business details, contact details, any authorisations you hold, your duty deferment account, details of your payment method, any UKIMS and trader goods profile information, details for the Northern Ireland retail movement scheme, and the automation settings for goods movement references.

Before starting any movements, it is important to check that any authorisations you intend to use are added and are up to date.

For example, if you hold an authorisation for the simplified declarations process and want to use it, you should make sure that this has been entered into your business profile.

Similarly, if you plan to use your own duty deferment account, you will need to add those details here.

Please note that you will also need to complete additional steps outside of the TSS to give the service access to use your duty deferment account on declarations.

You should review each section carefully to make sure your information is accurate and that any required permissions have been shared.

For example, if a customs agent will be submitting declarations on your behalf and needs to use your UKIMS authorisation, you must ensure that they have the correct access by sharing the relevant authorisations through the service.

Once you have checked that your business profile is up to date and that the relevant permissions have been shared with members of your supply chain, you can return to the homepage.

From there, you can access other areas of your account, including the guidance available within the service.

The Trader Support Service includes a range of customs guidance to help you use a service and understand the steps involved. Guidance is organised by topic, including moving goods, declarations, controlled and excised goods, codes and duties, using systems, and the glossary. Within the

declarations area, you can find guidance to support different declaration types and scenarios. For example, you can access information on using custom special procedures, or you can use checklists to help you understand the steps required to complete declarations.

The guidance available will depend on the type of declaration you want to submit and the information you need at each stage.

Back on the homepage, you will also see the digital assistant, and you will see it while you're also completing tasks in the service. It should be your first point of call if you need to get support as it is available 24 hours a day, 7 days a week. If you are unsure or you still need help, you can ask a digital assistant a question. It can provide guidance and we're available directly to the relevant guidance links so that you can access the support you need. If your query is complex and requires a support from a support agent, you can raise a case or call the contact center. For example, if we ask the assistant, what is UKIMS? It will provide you information on the scheme and provide any applicable link to guidance where you can find out more information.

Now we can look at an example on how to start a new movement in the service. You start your declaration from one single point of entry, no matter the declaration type you're trying to submit. Scroll down and select start a declaration.

You will need to confirm which route the goods will be taking. For this demonstration, we will use Great Britain to Northern Ireland.

Once the route is selected, the service needs to confirm if you want to create an entry summary declaration with or without a customs declaration. This is the combined journey where the service will capture information for safety and security that will be submitted to the import control system too and for customs purposes to the customs declaration service or whether you want to create a separate customs declaration

only. By selecting the first option, the service will need to know if you want to submit only the consignment information

which includes customs information at this stage. This is what was commonly known as the consignment first option from the outgoing service. This is showing as the first option on this page or the second option to submit all the transport information and customs information in one go or if you want to create an ENS only. For this demonstration, we'll select the second option and the service will then ask you to confirm your answers.

Once confirmed, it will then proceed to ask you to complete the task for your chosen movement. Once you have completed all the tasks required for this movement and your goods arrive in Northern Ireland, you will have a supplementary declaration on your account for you to complete. For the purpose of this demonstration, we will not go through the steps to complete the ENS and customs information now, but rather focus on the completion of the supplementary declaration.

Let's take a look at how to complete a supplementary declaration.

So, returning back to the homepage, navigate to complete your supplementary declarations within the tasks area. This will show all the outstanding draft

supplementary declarations on the account.

Then navigate to the declaration to be completed.

The declaration will be partially complete using the information submitted to the TSS before the goods moved.

By selecting the filter show full consignment details, you can see all previous information that was entered.

Only the fields with the change button can be amended. If there is no change button, then the field cannot be amended.

There are two ways to complete the supplementary declaration.

The individual sections of the declaration can be selected for completion. For instance, you can complete the goods record and then the consignment or you can select the start now option at the top of the declaration if you have not completed any of the sections and that will take you through all the remaining fields that require completion for every section.

It is important to note that the service will not assume information about your movement. It follows HMRC completion instructions and you will need to

actively make a selection to complete the required fields.

What the service will do is assist in completing other components for the selection that has been made.

For example, if you're declaring your goods not at risk by selecting the additional information code in IRM, then the TSS will automatically add the details of your UKIMS authorisation to your declaration. This is dependent on you having an active authorisation on your business profile. So, you do not have to add those details into the declaration yourself.

For this demonstration, the consignment section has already been completed and only the goods record section remains for completion.

Complete the goods record by selecting view and complete.

You should check the information here for accuracy and look for fields where information is incomplete.

In this declaration, the preference code is missing and as soon as this option is selected and completed, the service will continue to ask for the remaining missing information so that you do not have to go back to complete another field.

The information entered here is for demonstration purposes only and users should ensure the information they enter is accurate and applies to their goods.

So the preference code needs to be completed and preferential origin if required.

Evaluation method.

Confirming the nature of the goods, the invoice number, checking that the currency is pound sterling and the item price is shown as 100 and that is correct for this declaration.

Entering the statistical value and then checking answers. If anything is incorrect, it can be changed by clicking the change button.

If not, complete and submit. And that completes the goods item.

Now you can see the full goods item in full with everything that has been entered.

You can see if any additional procedure codes have been entered. If you require document reference, that can be added in as well.

As preference has been claimed here, a document code needs to be entered.

And you can also upload your document if you have it to hand.

Checking answers to complete and submit again. And that completes the goods item here.

You can see the document code has been added.

So once all details are now complete on your declaration and then proceed to submit.

The status will change to processing whilst waiting for a response from the customs declaration service.

This declaration has moved to the status tax calculation. If payment is due, the declaration will move to showing that payment is required. Otherwise, if nothing else required, this declaration will change to closed. So, to conclude, it's important to remember that the demonstration that you have seen today is a service that is still being developed and will be enhanced and iterated through the user feedback and research. Thank you for watching.

 

Q&A summary

Top 5 issues raised by participants

  1. Registration and migration arrangements for 20 October 2026.  
  2. Private Beta access, participation and responsiveness.  
  3. Outstanding supplementary declaration backlogs and technical issues.  
  4. Removal of Assisted Completion Service and impact on small businesses.  
  5. Requests for training, demonstrations and opportunities to test the new service before go-live.  

Registration, login and access 

Existing trader profiles will migrate to the new service. 

Users will not need to create entirely new accounts but will need to confirm details and reset passwords upon first login. 

Existing email addresses will remain as the usernames. 

Agents and intermediaries will need appropriate customer authorisations in the new service. 

The service will operate via a dedicated new web address rather than Government Gateway. 

Further communications regarding pre-registration and onboarding will be issued ahead of the October transition.  

Private beta

Participation is voluntary. 

The Private Beta is now a live operational environment. 

Businesses may continue using both services during the transition period. 

Selection is based on suitability for end-to-end testing and supply chain readiness. 

Interested businesses should register their interest through the provided channels. 

All users will eventually migrate to the new service from 20 October 2026.  

Testing and training 

A test environment will be available prior to transition 

Future webinars will include demonstrations of declarations and supplementary declarations. 

Additional guidance materials and onboarding communications are planned. 

Businesses will have opportunities to familiarise themselves with the service before migration.  

Supplementary declarations 

The required data remains largely unchanged. 

The user experience and layout will be updated. 

Future webinars will provide demonstrations. 

Declarations started in one system must be completed in that same system. 

New functionality such as templates and CSV uploads is expected to reduce administration time. 

If you have outstanding supplementary declarations in the current service:

Outstanding declaration backlogs 

Existing declarations must be completed within the current service. 

The stated deadline for closure is 30 November 2026. 

Traders experiencing issues should raise support cases. 

Some technical backlog concerns were escalated for further review by HMRC subject matter experts.  

Assisted Completion Service (ACS) 

ACS will not continue in the new service. 

New ACS requests cease on 15 September 2026. 

The replacement service will include:  

  • improved user guidance 
  • on-screen prompts 
  • a digital assistant 
  • contact centre support 
  • updated guidance resources

Historical data and migration 

Trader profiles will migrate. 

Historic movements, closed transactions and cases will not migrate. 

Historical data remains accessible via the current service until 30 November 2026. 

Longer-term access is available through HMRCs CDS reporting tools.   

Customs process and compliance

Core customs processes remain unchanged. 

Existing codes and customs requirements continue to apply. 

Preference claims still require valid proof of origin. 

Duty waivers remain available where eligibility requirements are met. 

CDS-related issues are being addressed separately from the TSS programme.  

Supply chain responsibilities  

Responsibilities remain dependent on commercial agreements and Incoterms. 

Businesses are encouraged to engage supply chain partners before migration. 

All relevant parties must be appropriately registered. 

Importer of Record responsibilities must be clearly agreed and documented. 

Incorrect EORI use should be raised with HMRC through established channels.  

CSV uploads and automation

CSV upload functionality is under development. 

Capability is planned across movement, consignment and goods levels. 

Templates and guidance will be published before release. 

CSV uploads will support both At Risk and Not At Risk declarations. 

User feedback is actively being sought during development.  

System functionality and user experience  

Planned functionality includes:  

  • templates 
  • draft declarations 
  • error highlighting 
  • API connectivity 
  • improved validation prompts 

Feedback from users is actively shaping development priorities.  

Support arrangements 

A new support telephone number will be introduced. 

The contact centre remains available. 

The digital assistant will provide 24/7 guidance. 

Further support and guidance information will be shared before transition. 

UKIMS guidance is available through GOV.UK and HMRC support routes.  

Future development and readiness 

API functionality is expected at launch. 

Testing continues throughout private and public beta phases. 

Businesses should:  

  • review and update profile information
  • consider beta participation
  • engage supply chain partners
  • monitor forthcoming transition communications

Additional functionality will continue to be introduced throughout the rollout period.