Knowledge Base

If you encounter an error while processing your e-ADR top-up in ACTS, follow the steps below to resolve the concern.

PROCEDURE:

             1.     If an error occurs during your e-ADR top up:

Take a screenshot of the error message and keep a copy of your payment confirmation or transaction slip.

             2.     If the transaction was made through BDO

                  Check the payment details you entered and make sure they match your ACTS username and Tax Identification Number (TIN) or Subscriber Number registered in your ACTS account.

            If the user entered the wrong ACTS username or TIN in BDO and the transaction pushed through

·        Coordinate directly with BDO to request a payment reversal or correction.

·        Once corrected, retry the top-up using the correct ACTS username and TIN. You may refer to the BDO e-ADR User Guide when retrying.

If the payment details are correct but the issue persists

            Send an email to customercare@ictsi.com with the following details:

·        Screenshot of the error message

·        A copy of your payment slip or online banking confirmation with the following details: ACTS username, TIN, reference number, amount, and payment date.

            3.     If the transaction was made through UnionBank with error Failed e-ADR Deposit Validation in ACTS

            Ensure to input the correct Unionbank reference number, amount, and date of deposit.

If your payment details are correct but the issue persists

            Send an email to business@unionbankph.com with the following details:

·        Screenshot of the error message

·        A copy of your payment slip or online banking confirmation.

            UnionBank will validate if the payment was successfully processed, or a payment reversal is required. UnionBank will coordinate directly with ICTSI’s MICT Cash team for confirmation, you may contact customercare@ictsi.com for further validation.

NOTES:

·        Over-the-counter payment for e-ADR is currently available only through BDO and not yet available for UnionBank.

·        Always keep a copy of your payment confirmation or transaction slip for tracking and validation.

·        Please allow time for your payment record to be updated in ACTS before retrying validation.

Reference:

            1.     ACTS - ICTSI - Login

            2.     BDO EADR User Guide - BDO E-ADR User Guide

Abbreviations:

ICTSI - International Container Terminal Services, Inc

MICT - Manila International Container Terminal

ACTS - Advanced Customer Transaction System

e-ADR - Electronic Advance Deposit Receipt

BDO - Banco de Oro

TIN - Tax Identification Number

Contacts:

Customer Care: customercare@ictsi.com

MICT Billing: MICTBillingGroup@ictsi.com

UnionBank: business@unionbankph.com