01
Access and sign-in
Get help with account activation, user access and sign-in issues. Never share your password; identity checks may be required before account changes.
Overview
Support for everyday logistics tasks
The Fast Safe Cargo customer portal brings common shipment and account tasks into one digital workspace. Customers can use available tools to review shipment milestones, find documents and manage service requests according to their account permissions.
Support needs differ by urgency and operational impact. The tiers below describe response targets for acknowledgement and initial handling, not guaranteed resolution times. Actual service levels depend on the customer agreement, operating hours, issue complexity and the information supplied.
For time-critical cargo or a safety concern, contact the operational team through the established escalation route rather than relying solely on a portal ticket. Never include passwords or payment card credentials in a support request.
- Portal access and user administration guidance
- Shipment milestones and tracking assistance
- Document retrieval and correction requests
- Invoice and payment query routing
- Operational escalation for urgent issues
- Account permissions and secure information handling
61
2025 customer NPS
Portal help
Help for key customer workflows
Use the portal and support channel that best match your task.
02
Track a shipment
Use a booking, container or shipment reference to review available milestones and identify when an operational follow-up is needed.
03
Documents
Find available shipping documents or request assistance with a missing, incorrect or amended document using the relevant shipment reference.
04
Invoices and payments
Route billing questions with the invoice number, account details and a clear description of the item requiring review.
05
Notifications
Review account notification settings and contact support if expected milestone or service notifications are not appearing.
06
Escalations
For urgent operational, safety or cargo-impacting matters, use the established escalation contact shown in your service agreement or booking communication.
Support pathway
Indicative acknowledgement targets
- 1 business day
- standard acknowledgement
- 4 business hours
- priority acknowledgement
- 1 hour
- critical during covered hours
How it works
Submit a support request
A clear, reference-led request helps the team assess and route your issue.
- 01
Choose the topic
Select portal access, shipment tracking, documents, billing or another relevant category so the request reaches the right support workflow.
- 02
Add identifiers
Include the booking, shipment, container, invoice or account reference that relates to your question, along with relevant dates.
- 03
Describe the impact
Explain what you expected, what happened and any time-critical operational consequence; avoid including credentials or unnecessary personal data.
- 04
Monitor and respond
Check portal notifications or the agreed contact channel and provide additional information promptly if the support team requests it.
- 05
Escalate when urgent
For safety concerns or imminent cargo impact, use your established operational escalation contact rather than waiting for a routine ticket response.
Reference
Support tiers and response targets
Illustrative service targets for acknowledgement and initial action; contractual service levels take precedence.
| Tier | Typical issue | Acknowledgement target | Initial action |
|---|---|---|---|
| Self-service | Tracking, schedules and document retrieval | Immediate access where available | Use portal guidance and shipment tools |
| Standard | Portal access, routine document or account query | Within 1 business day | Triage request and advise next steps |
| Priority | Shipment milestone discrepancy or time-sensitive service query | Within 4 business hours | Assign to relevant operational support |
| Critical escalation | Safety concern or imminent material cargo/service impact | Within 1 hour during covered service hours | Escalate through agreed operational route |
Get in touch
Talk to our team
Tell us about your cargo and a specialist from the right region will respond.
FAQ
Frequently asked questions
Can't find what you're looking for? Our specialists are available around the clock.
Contact our teamDepending on your account permissions and available services, the portal can support shipment visibility, access to documents, account workflows and service requests. Features may vary by customer agreement and route.
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Join & ConnectContact Us
Reach a Fast Safe Cargo regional hub for service enquiries, sales discussions and corporate questions.
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Need help with a shipment?
Open a support request with the relevant reference, or use your agreed operational contact for urgent issues.