Help

Find answers to frequently asked questions in:

If you have not found the necessary information there, use the help of Help Desk SISC consultants through the Central Service Desk (CSD) portal integrated with PUESC, by e-mail or by phone.

We recommend this form of contact as it allows us to handle your request as quickly as possible. Describe the problem, so we will prepare a suitable solution for you.

Attention! If you want to use the Help Desk SISC via CSD:

  • log in to PUESC;
  • select HELP from the top menu and then Help Desk SISC - CSD portal for logged in users;
  • go to the CSD portal (the page opens in a new window);
  • in CSD select Nowe zgłoszenie from the side menu;
  • from the Service catalog (Katalog usług) select the service to which you want to send the service request,
  • after selecting the service, select a classification (klasyfikacja) - this selection will allow to describe the application in more detail;
  • a report form will open - in the Opis zgłoszenia field, write what your problem concerns;
  • if you think that you have already described everything, click the Kontynuuj button;
  • now you can add attachments to the request (screenshots or other information relevant to you), you can also send the request without attachments;
  • click the Zgłoś button - the report will be immediately sent to the Help Desk SISC consultants and you will receive:
  • information in the window - Request with the number ZGL2329987 (example number) has been created (Utworzono zgłoszenie o numerze ZGL2329987);
  • for an e-mail confirming the registration of the request;
  • after the request has been handled by a consultant, you will receive an e-mail confirming that the request has been resolved.

Note! All CSD e-mail notifications are sent from the address pomoc.informatyczna@mf.gov.pl

If you have used the help via the CSD portal at least once, you can send your application by e-mail to the address helpdesk-eclo@mf.gov.pl 

If you do not have an account at PUESC, use the telephone support.

Send the application from the e-mail address that is your PUESC login.

Note! An application sent from a different e-mail address will be automatically rejected.

In the subject line of the e-mail, enter the name of the service concerned by the request.

If you know the name of the IT system that supports the service, enter its short name in the application. If the problem concerns the interactive form, you will find the system name in the form name in [short system name], e.g. [ZEFIR2].

Please describe the problem in the message so that we can prepare a solution without asking you for additional information. You can also add attachments to the message.

Note - NCTS2 support! In matters related to the transit of goods and the use of the NCTS2 system ("Goods Transit" service group), support is provided by the NCTS2 Help Desk (HD NCTS2).

Send a message to HD NCTS2 to the e-mail address ncts.hd@mf.gov.pl

Note - EMCS PL2 support! In matters related to the trade in excise goods and the use of the EMCS PL2 system ("Movement of excise goods (EMCS PL2)" service group), support is provided by the Help Desk of the EMCS PL2 system (HD EMCS PL2).

Send a message to HD EMCS PL2 to the e-mail address emcs.hd@mf.gov.pl

Note - e-TOLL support! Information on support in the use of the e-TOLL PL application can be found in the section "If you need help (Help Desk)" in the description of the service. Transfer the vehicle's geolocation data to the SENT register using the e-TOLL PL mobile application:

Attention! We do not support all services by phone. Before you call, check in the FAQ section whether the service has telephone support and if so, under what telephone number (for some services we have launched dedicated support).

Help Desk SISC consultants are available 24 hours a day (except technical break between 9 p.m. and 10 p.m.) at the following telephone numbers:

+48 22 330 03 30 (calls from mobile phones)
+48 801 055 055 (calls from landlines)
+48 22 330 03 30 (calls from abroad)

for notifications regarding services on PUESC supported by phone, except for:

  • operation of the e-TOLL PL mobile application in the scope other than the transfer of data to the SENT register - support at the telephone number +48 22 24 337 77.

Attention! Information on telephone support in the use of the e-TOLL PL application can be found in the section "If you need help (Help Desk)" in the description of the service Submit vehicle geolocation data to the SENT registery using e-TOLL PL mobile application.

Remember at the phone numbers +48 22 330 03 30 (calls from mobile phones), +48 801 055 055 (calls from landlines) and +48 22 330 03 30 (calls from abroad) we provide support from Help Desk SISC consultants in the scope related to with the transfer of geolocation data of the vehicle to the SENT register via the e-TOLL PL application. In the remaining scope (payments for tolls on toll sections of motorways managed by GDDKiA: A2 Konin-Stryków and A4 Wrocław-Sośnica), support for the e-TOLL PL application is provided 24/7 by e-TOLL PL Help Desk consultants at the telephone numbers +48 22 24 337 77.

What matters can you report to the Help Desk SISC

  1. Reporting errors and irregularities in the operation of services available at PUESC
    Basic information can be found in the service descriptions - go to the service you are interested in from the Service Catalog (TAX AND CUSTOMS SERVICES tab in the top menu). Information about the services made available through the webservice channel (network services) can be found in the section dedicated to this service (the NETWORK SERVICES tab in the top menu).
  2. Obtaining assistance in the field of:
    • changing the e-mail address on the PUESC account when you do not remember the basic password and / or the emergency password,
    • creating an account on PUESC, when you cannot set it up due to the provision of a PESEL number already existing in the system,
    • restoring the possibility of logging in to PUESC after entering an incorrect login and / or password three times,
    • establishing a one-time password for account migration to obtain an advanced level of access (obtaining a SISC ID number),
    • suspension, suspension or revocation of customs certificates.

Attention! The help of Help Desk SISC consultants does not include filling in forms - available at PUESC - together with the user. The SISC Help Desk does not provide support in the field of legal regulations on the basis of which individual services operate, as well as in the field of customs and tax rates, goods classification, tariff restrictions, tax obligations and settlements, administrative fines and penalties.

Time of handling tickets by Help Desk SISC

  • Registration of notifications and applications - immediately, 24 hours a day.
  • Handling of standard notifications or applications for which solutions have been developed - on an ongoing basis, maximum time of handling a notification or application up to 4 hours.
  • Handling of notifications requiring specialist or technical knowledge on working days from 7:30 am to 3:30 pm - the maximum time of handling the report is up to 20 working days.
  • Handling of applications requiring specialist or technical knowledge on business days from 7:30 am to 3:30 pm maximum application handling time up to 10 business days.

Information on Help Desk SISC support for specific services can be found in the section "FAQ".

How to make a complaint

Within 5 days of receiving the answer, you can submit a complaint or request for additional explanations. You can do it through the CSD portal.

Log in to Help Desk SISC

Attention! Complaints regarding online payments can be submitted to the quick payment operator. Information about this can be found on the website of the National Clearing House (the website opens in a new window).

Additional information on how KAS provides assistance in fulfilling tax and customs obligations and in using the provided fiscal and customs services can be found at: