After Customs processes a transaction, it may take a few minutes before the transaction appears in the History section of the ATA Carnet App or ATA Carnet Desktop.

Has my transaction been completed?

If:

• the Customs officer completed the transaction;
• you received a confirmation notification; or
• the transaction appears in your notifications,

then the transaction has normally been recorded successfully.

Why isn't it visible yet?

The History section is updated shortly after the transaction is committed.

In some cases, there may be a short delay before the new transaction becomes visible in your carnet history.

This is normal and does not necessarily indicate a problem with the transaction.

Should I create a new travel or ask Customs to process the transaction again?

No.

If Customs has already committed the transaction, you should not create a duplicate travel or ask Customs to repeat the transaction simply because it is not yet visible in History.

What should I do?

1. Wait a few minutes.
2. Refresh the ATA Carnet App or ATA Carnet Desktop.
3. Check the History section again.

When should I contact support?

You should contact support if:

• no transaction confirmation was received;
• the transaction is still not visible after allowing sufficient time for synchronisation;
• the transaction appears incorrect or incomplete.

When contacting support, please provide:

• your carnet number;
• the transaction type;
• the date and approximate time of the transaction;
• screenshots, if available.