u/LightningSaix2017

I've been trying to resolve this issue with ACE Support since April 15th without success. I created a new top account and importer subaccount for new importing entity. I'm shown as the primary contact on the CF5106. I used the ACE application to do the account creation. I got the confirmation email with my account ID and instructions on how to create a login account.

When trying to create a new user account, it said an account with my email address already existed. Odd, because I've never been in ACE before. I looked into it back in 2022, but I never followed through with getting ACE access because the instructions seemed complicated and I needed to set aside time to read through everything. But maybe I did and just cannot remember doing the application back then.

When I try to log into ACE via ace.cbp.gov, I can enter my email and password. It's accepted. I go to the 2FA process, get the security token via email, and the security token is accepted. I agree to accept the terms of use for ACE. And then as ACE tries to load I get this error:

>There was an error logging you in

>We encountered an error logging you in. We apologize for any inconvience. We recommend that you close all browser windows, clear any browser cache, and try again. If this does not remediate the issue, please visit cbp.gov/trade/automated/ace-portal-modernization for support. If there are error details provided below, please include them when reaching out to support.

>Error Details: Error: Sorry! Login User Email Not Found

I've spoke to four tech support reps via phone so far. I've submitted numerous tickets on my own in addition to the tickets the tech support reps have submitted on my behalf. I'm being told it looks like I'm successfully logging in on their end, but I don't know how accurate that is. Last week I received an email from ACE Support on Tuesday advising my ACE account had been reactivated followed by an email from ACE Support on Thursday advising that my ACE account was not found and giving me links to the New ACE Portal Top Account Applications.

Anyone have any idea on what could be going on and anything else I can try to resolve?

Posting this on behalf of my colleague. She's been trying to get a resolution from ACE Support for three weeks, and no one she has reached on the phone has been able to help. The tickets submitted for this issue -- one by her directly and the other by the tech support rep she spoke to on the phone -- have been closed without resolution and, per the tech support rep she spoke to yesterday, without being reviewed.

She is the trade account owner for one of our entities. The entity has a valid CF5106. It has the importer subaccount set up. She has checked her user settings, and she does have access to working withe ACH Refund bank details and authorization tab. She's followed the instructions from CBP on how to add ACH refund bank account details: log into ACE as TAO, go to the importer subaccount, go to the ACH Refund Authorization tab, no bank details shown, add the bank account details, and submit. ACE says the bank details were successfully submitted. When she refreshes the ACH Refund Authorization tab, there are no details shown.

Does anyone have any ideas on what might be the issue? Or something we're missing? Or anything else we can try?