ESAC Customer Help

Create and submit an application

Save a draft, complete required fields and submit one clear record.

1. Create the application and complete every field marked Required.
2. Add the ordered port calls, voyage dates and expected Strait of Hormuz date before relying on boarding or automatic Check-ins.
3. Upload cargo-value evidence, review the application and submit it to the PGSA.
4. If a modification is requested, update the draft and explain the change before resubmitting.

A saved draft has not been submitted. The application list shows the current state and the next available action.

Add crew and prepare boarding

Link registered crew or send a secure invitation.

For Customers: add crew only to the correct ESAC. Link a verified Crew account, or invite a new crew member to complete secure web onboarding. Customers cannot view or upload the crew member’s identity files.

Complete the vessel, IMO and port timeline first so crew can recognise the voyage. Boarding remains a crew action: the app creates the first Check-in when the crew member selects Start boarding. Do not ask the PGSA to create a separate boarding Check-in.

Understand crew Check-in status

Use the recorded status, not an assumption from a request.

A completed Check-in shows received evidence and time. A pending request means the crew member has not yet completed it. Open the expandable crew evidence/history view for authorised detail.

The assigned PGSA can request later Check-ins. A Customer cannot issue the request or complete a Check-in for crew.

Read the current tracking mode

A request and a phone-confirmed mode are different states.

Normal is the ordinary mode. Enhanced and Coast Guard use more frequent location collection for a limited period; they are not emergency beacons.

Customers can view the current confirmed mode but cannot change it. The assigned PGSA controls mode changes. If the portal says switching or waiting for the phone, do not treat the requested mode as current.

Interpret offline uploads

A delayed upload does not by itself prove that tracking stopped.

The crew phone can encrypt and queue records while offline. Use Location age and Last onshore upload to see how current the server record is. The page refresh time only shows when your browser checked the server.

If the upload remains stale, contact the assigned PGSA so the crew device and tracker assignment can be checked.

Permissions are controlled by crew

Customers do not grant device access for another person.

The crew member reviews the voyage disclosure and Android location request during boarding. Camera access occurs only when evidence is needed, and notifications are optional. If consent is revoked or Android access is missing, the portal shows that tracking needs attention.

Do not request passwords, device settings access or identity files from crew. Use the secure invitation and portal workflow.

Location visibility

Customers see only the selected ESAC’s authorised vessel view.

The Customer that owns the selected ESAC can view its canonical vessel track. The assigned PGSA and authorised Administrators can see operational tracker information. Other customers and unrelated PGSAs cannot view this voyage through the portal.

Location age is the age of the latest GPS evidence. Page refreshed is when the browser last checked for changes.

Troubleshooting

Follow the problem message where it appears.

• Cannot submit: open each section and complete the fields marked Required.
• Crew cannot recognise the voyage: save vessel, IMO and ordered port-call dates, then refresh the invitation.
• Invitation not accepted: confirm the email and send a new secure invitation if the old link expired.
• Map or upload is stale: compare location age with page refresh time, then contact the assigned PGSA.
• Payment not confirmed: use the displayed payment action and wait for the recorded status before retrying.