Help

Find answers to frequently asked questions on the PUESC production environment in (pages open in new browser windows):

If you have not found the necessary information there, use the help of Help Desk SISC consultants through the Central Service Desk (CSD) portal integrated with PUESC, by e-mail or by phone.

Help Desk SISC - CSD portal for logged-in users of the PUESC production environment

Reports regarding test environments are handled on the SISC production Help Desk, i.e. to use it, you must have an account on the PUESC production portal - www.puesc.gov.pl.

We recommend this form of contact as it allows us to handle your request as quickly as possible. Describe the problem, so we will prepare a suitable solution for you.

Attention! If you want to use the Help Desk SISC via CSD:

log in to the PUESC production environment (the page opens in a new window);
select HELP from the top menu and then Help Desk SISC - CSD portal for logged in users;
go to the CSD portal (the page opens in a new window);
in CSD select Nowe zgłoszenie from the side menu;
from the Service catalog (Katalog usług) select the service to which you want to send the service request,
after selecting the service, select a classification (klasyfikacja) - this selection will allow to describe the application in more detail;
a report form will open - in the Opis zgłoszenia field, write what your problem concerns and also indicate that this applies to the PUESC test environment;
if you think that you have already described everything, click the Kontynuuj button;
now you can add attachments to the request (screenshots or other information relevant to you), you can also send the request without attachments;
click the Zgłoś button - the report will be immediately sent to the Help Desk SISC consultants and you will receive:

information in the window - Request with the number ZGL2329987 (example number) has been created (Utworzono zgłoszenie o numerze ZGL2329987);

for an e-mail confirming the registration of the request;

after the request has been handled by a consultant, you will receive an e-mail confirming that the request has been resolved.

Note! All CSD e-mail notifications are sent from the address pomoc.informatyczna@mf.gov.pl

Help Desk SISC - handling requests sent by e-mail regarding the PUESC test environment

If you cannot find the system you wish to contact by e-mail below, please use the CSD portal. If you have used help via the CSD portal at least once, you can send your report by e-mail to the following address: helpdesk-eclo@mf.gov.pl

NOTE! If you do not have an account on the production PUESC (page opens in a new window), create one and contact us via the CSD portal (page opens in a new window).

Send the application from the e-mail address that is your production PUESC login.

Note! An application sent from a different e-mail address will be automatically rejected.

In the subject line of the e-mail, enter the name of the service concerned by the request.

If you know the name of the IT system that supports the service, enter its short name in the application. If the problem concerns the interactive form, you will find the system name in the form name in [short system name], e.g. [ZEFIR2].

Please describe the problem in the message so that we can prepare a solution without asking you for additional information. Indicate that this is for a test environment. You can also add attachments to the message.

Note - NCTS2 support! In matters related to the transit of goods and the use of the NCTS2 system ("Goods Transit" service group), support is provided by the NCTS2 Help Desk (HD NCTS2).

Send a message to HD NCTS2 to the e-mail address ncts.hd@mf.gov.pl

Note - EMCS PL2 support! In matters related to the trade in excise goods and the use of the EMCS PL2 system ("Movement of excise goods (EMCS PL2)" service group), support is provided by the Help Desk of the EMCS PL2 system (HD EMCS PL2).

Send a message to HD EMCS PL2 to the e-mail address emcs.hd@mf.gov.pl

Note - TAX FREE support! For technical matters regarding the functioning of test applications:

TAXFREE-DOK - Document management [TAXFREE]
TAXFREE-PRZ (0) Entrepreneur profile management valid from July 1, 2021 [TAXFREE] and
test web service to the TAX FREE system

you can communicate with the TAX FREE Competence Center at the e-mail address serwis.taxfree.ias.bialystok@mf.gov.pl

Note - e-TOLL support! Information on support in the use of the e-TOLL PL application can be found in the section "If you need help (Help Desk)" in the description of the service. Transfer the vehicle's geolocation data to the SENT register using the e-TOLL PL mobile application:

at the e-mail address helpdesk-eclo@mf.gov.pl, we provide support in the scope related to the transfer of vehicle geolocation data to the SENT register via the e-TOLL PL application,
in the remaining scope, contact e-TOLL PL consultants for support for the e-TOLL PL application - send the application to the e-mail address: kontakt@etoll.gov.pl

Help Desk SISC - handling of telephone notifications

Attention! In terms of the PUESC test environment, only some services are supported by phone.

Help Desk SISC consultants are waiting at the indicated phone numbers in the following areas:

transit of goods using the NCTS2 system - +48 42 638 80 17
movement of excise goods using the EMCS PL2 system - +48 42 638 80 17
operation of the e-TOLL PL mobile application in the scope other than the transfer of data to the SENT register - +48 22 24 337 77.

More about Help Desk SISC

What matters can you report to the Help Desk SISC

Reporting errors and irregularities in the operation of services available at PUESC
Basic information can be found in the service descriptions - go to the service you are interested in from the Service Catalog (TAX AND CUSTOMS SERVICES tab in the top menu). Information about the services made available through the webservice channel (network services) can be found in the section dedicated to this service (the NETWORK SERVICES tab in the top menu).
Obtaining assistance in the field of:
- changing the e-mail address on the PUESC account when you do not remember the basic password and / or the emergency password,
- creating an account on PUESC, when you cannot set it up due to the provision of a PESEL number already existing in the system,
- restoring the possibility of logging in to PUESC after entering an incorrect login and / or password three times,
- establishing a one-time password for account migration to obtain an advanced level of access (obtaining a SISC ID number),
- suspension, suspension or revocation of customs certificates.

Attention! The help of Help Desk SISC consultants does not include filling in forms - available at PUESC - together with the user. The SISC Help Desk does not provide support in the field of legal regulations on the basis of which individual services operate, as well as in the field of customs and tax rates, goods classification, tariff restrictions, tax obligations and settlements, administrative fines and penalties.

Time of handling tickets by Help Desk SISC

Registration of notifications and applications - immediately, 24 hours a day.
Handling of standard notifications or applications for which solutions have been developed - on an ongoing basis, maximum time of handling a notification or application up to 4 hours.
Handling of notifications requiring specialist or technical knowledge on working days from 7:30 am to 3:30 pm - the maximum time of handling the report is up to 20 working days.
Handling of applications requiring specialist or technical knowledge on business days from 7:30 am to 3:30 pm maximum application handling time up to 10 business days.

Information on Help Desk SISC support for specific services can be found in the description of the service in the section "If you need help (Help Desk)".

How to make a complaint

Within 5 days of receiving the answer, you can submit a complaint or request for additional explanations. You can do it through the CSD portal.

Log in to Help Desk SISC (page opens in a new window)

Attention! Complaints regarding online payments can be submitted to the quick payment operator. Information about this can be found on the website of the National Clearing House (the website opens in a new window).