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[fa icon="plus-square"] When does this platform go live?

On 11/9/2020 we will go live with two locations; NIT, VIG (ORF)  and GPA (SAV). Go-live for all other NA (US and CA) facilities will be shared shortly after 11/9.

[fa icon="plus-square"] Can we continue to pay the terminal directly?

No, all import demurrage payments must be paid through the eModal platform starting on the go live date.

[fa icon="plus-square"] Once payments are made for demurrage, how long will it take for the fee release to show in the terminals system?

The systems talk back and forth all day, but the communication is not immediate; there may be a delay that can take up to 60 minutes to reflect status changes.

[fa icon="plus-square"] Who do we or our truckers contact if we have an inquiry or issues?

 Depending on the inquiry or issue, you will contact either the terminal, ONE, or eModal per the below guidance. 

  • For last free day, charges due, and disputes- customers should contact ONE through the Live Chat located on our website https://us.one-line.com/livechat or call our customer service team at (844) 413-6029.
  • For technical eModal questions- customers should contact eModal directly at https://one-emodal.zendesk.com/hc/en-us.
  • For terminal operations inquiries- contact the terminal to resolve the issue as they handle these today. 
[fa icon="plus-square"] Is this an additional portal to the one(s) I already access?

No.  We will be utilizing the existing eModal community platform.

[fa icon="plus-square"] How do we request an LFD extension?

This process remains unchanged, Contact ONE 

[fa icon="plus-square"] Can export demurrage or other charges due to ONE be paid on eModal?

No, this is for import demurrage only.

[fa icon="plus-square"] If our driver shows up to the terminal with outstanding import demurrage charges and brings a payment, can we accept the payment?

No, all payments must be made through the eModal platform.

[fa icon="plus-square"] For Canadian locations, can we pay in CAD (Canadian Dollars)?
 Yes.
[fa icon="plus-square"] Is there a fee to use the eModal platform?

Payments using ACH, wire and eCheck are free of charge. Credit card transaction fees apply. 


[fa icon="plus-square"] Who do we contact if we would like to schedule training to learn how to use the eModal platform?
Visit eModal.info/ONE to find content designed to get you set up and ready to go. If you would like additional training please request it by clicking the ‘Submit a request’ button at the top right corner of that page.
[fa icon="plus-square"] How do I share my payment methods with other users on my account?

 eModal account administrators can grant sub-users access to add payment methods.  Admin users can also share company payment methods with other company users.  Refer to our Help Center for more resources on Account Management.

[fa icon="plus-square"] Why can't I add a credit card on the eModal platform?

eModal account administrators can grant sub-users access to add payment methods.  Admin users can also share company payment methods with other company users.  Contact your company administrator to give you the appropriate rights.  Also, refer to our Help Center for more resources on Account Management.

[fa icon="plus-square"] Why can't I pay with a bank account/ACH on the eModal platform?

 eModal account administrators can grant sub-users access to add payment methods.  Admin users can also share company payment methods with other company users.  If you are an account administrator and do not see the option to pay with ACH, or would like to request an ACH limit increase, please contact ar@adventintermodal.com.

[fa icon="plus-square"] There is a charge on my credit card from eModal. How do I view my payment details?

To view payments made in eModal for your Company, navigate to Administration -> Company Purchase History.  There you will be able to access your payment history, a search tool, as well as resend a receipt for a past payment.

[fa icon="plus-square"] Where can I find the ONE import demurrage tariff?

You can search ONE tariffs using the this link- http://ecomm.one-line.com/ecom/CUP_HOM_3105.do?sessLocale=en

Import demurrage is found in Tariff Code ONEY-101 Rule 23.100- 23.107

Advent eModal  Powers Landside Logistics