Frequently Asked Questions about DTOPS

The following is a list of our most frequently asked online questions. Click on a subject heading below to view questions and answers relating to your selection. Should you not find the answer to your question listed below, then send your question to decals@cbp.dhs.gov.

Please report any technical problems using the DTOPS web site to DTOPS Support. In order to assist you, please provide as much information as possible about the problem you are experiencing, including your DTOPS User ID or Application ID, the screen name that you were accessing when the problem occurred and the error message text. Print screen images would also be helpful.

 

Registration Questions

Logging in Questions

Glossary of Terms

 

 

Registration

What Web Browsers are fully supported by the DTOPS website?

 

Is it mandatory to supply an email address during registration?

 

What do I enter in Last/Paternal Name?

 

I do not know my user ID number - how do I obtain it?

 

What are the security questions and answers?

 

I have registered and obtained my User ID -now what?

 

I just registered but I am not able to log in.



Logging in

What if I forgot my password?

 

I forgot my DTOPS User ID - how do I find out what it is?

 

What if I can't answer my security questions correctly?

 

What if my account has been suspended?

 

Can I change my password once it has been created?

 

Can I change my User ID once it has been created?

 

Will my password expire automatically?

 

 

Glossary of Terms

Account Administrator


Account Name


Expedited Shipping


Owner


Company Representative


Broker

 

 

 




Registration Questions

 

What Web Browsers are fully supported by the DTOPS website?

We recommend the use of Microsoft Internet Explorer 8.0 or higher and or Mozilla Firefox 1.5 or higher.

 

 

Is it mandatory to supply an email address during registration?

Yes. It is mandatory so that you will receive email notifications from DTOPS. Please make sure that decals@cbp.dhs.gov is excluded from your junk mail filters.

 

 

What do I enter in Last/Paternal Name?

For the Last/Paternal Name enter the applicant's current last name.

 

 

I do not know my User ID number - how do I obtain it?

If you are a current registered user, you can obtain your User ID number by contacting DTOPS Support. In requesting your User ID number, please provide us with your full name and email address.

 

 

What are the security questions and answers?

The security questions and answers are used to help identify you in the event you forget your User ID or password. You can reset your password after you provide the correct answers to the questions. After you have reset your password, you can immediately log in using your new password.

 

 

I have registered and obtained my User ID -now what?

After you have registered and received your DTOPS User ID, login to the DTOPS Web Site with it.

 

 

I just registered but I am not able to log in.

In most cases you can immediately log in to the DTOPS Web site after you complete the registration process. However, in some cases there may be a delay in processing your registration. The web site will send an email notification after your registration has been processed. Otherwise, please try and log in at a later time.

 

 

 

 

Logging in Questions

 

What if I forgot my password?

You should click on the "Recover Password" link provided below the "Sign In" button on the DTOPS log in page. When prompted, provide your DTOPS User ID. You will then be prompted to answer your security questions. If the information provided matches our records, you will be prompted to reset your password. Afterwards, you will be able to immediately log in with it.

 

 

I forgot my DTOPS User ID - how do I find out what it is?

You should click on the "Recover User ID" link provided below the "Sign In" button on the DTOPS log in page. You will be prompted to provide your name and email address. If the information provided matches our records, you will be prompted to provide the answers to the security questions. If you answered the questions correctly, you will be prompted to reset your password and then you will be provided with your User ID. Afterwards, you will immediately be able to log in with it.

 

 

What if I can't answer my security questions correctly?

After three consecutive failed attempts at answering the security questions, your account becomes suspended. You will then need to reactivate your account by requesting a password reset.

 

 

What if my account has been suspended?

If you are unable to answer the security questions correctly and your account has become suspended, you may then request a password reset. To reactivate your account and reset your password, contact us by phone or Email and provide us with the following information:

 

1). DTOPS User ID (if known) _________________

2). First Name: ____________________________

3). Last Name: ____________________________

4). Middle Name: __________________________

5). Maternal Name: ________________________

 

If the supplied information above matches your DTOPS registration, then a temporary password will be emailed to you using your current email address. If your email address does not match our records, further identification may be required, such as a document number. You will need to reset your password immediately after signing in with the temporary password by clicking on the "Change Password" link.

 

If you do not wish to provide this information by email, you may contact the DTOPS Support Help Desk by telephone. Refer to DTOPS Support Contact page.

 

It may take up to five business days to receive your new password. Do not request to have your password reset again until this time period has elapsed, as any additional requests will delay your ability to access the site.

 

 

Can I change my password once it has been created?

Yes. Once you create your password, you can change it at any time. To change your password, log into the DTOPS Web site and select the "Change Password" link on the left-hand navigation bar.

 

 

Can I change my User ID once it has been created?

No. Once the system generates the ID for a user, it cannot be changed. So please be sure to record your DTOPS User ID.

 

 

Will my password expire automatically?

Yes, your password will expire after 90 days from the date of your last password change. After it has expired, you will still be able to log into the DTOPS web site. However, you will have to change your password after logging in with the expired password.

 

 

 

 

Glossary of Terms

 

Account Administrator (formerly Contact ID)

Primary contact person who is responsible for the information and transactions on this account.

 

Account Name (formerly Company Name)

Customer or company purchasing user fees.

 

 

Expedited Shipping

User fees will be shipped First Class mail unless expedited shipping is chosen. After applications have been processed*, approximate shipping times are:

 

United States

First Class Mail- 4 days

Overnight Service- 1 day

Mexico

First Class Mail- 6-8 weeks

Registered Mail- Up to 6 weeks

Canada

First Class Mail- 6-8 weeks

Expedited Service- 4 days

 

*Please note:   for current processing time see cbp.gov or call the DTOPS helpdesk at 317-298-1245.

 

 

Owner

Owner of the company, private aircraft, and/or private vessel (thirty feet and over).

 

 

Company Representative

A company employee doing decal/transponder business on behalf of the employer.

 

 

Broker

Third party service provider conducting business on behalf of the customer or company.