Frequently asked questions

How sad to hear that you cannot use your access pass yet! We would like to ask the activation point to contact our Customer Service team by telephone to have look at the issue and to search for a solution. 

We are very sad to hear that! If your access pass (XS-Key) is visibly damaged, you can ask your employer to request a replacement pass via our customer portal XS-ID Online. Do you have no visible damage and was the card produced less than a year ago? Please visit our service point Maasvlakte Plaza so that we can create a new pass for you.

It is not necessary to make an appointment to activate a CargoCard, Digital Safety Passport or PortKey. It is possible to have your access pass activated at our Maasvlakte Plaza service point. Click here for all activation locations. 

Click here to make a video appointment with our Customer Service team. Then choose a time slot, fill in your details and confirm the appointment. After this, you will receive an email confirmation with a link. Please note: only click on the link at the time of the appointment!

In our customer portal XS-ID online you can enter all information regarding your transport permit on the company details page. Please upload the new document there.

A valid transport licence is required to use the CargoCard. Our Customer Service team will contact you 5 working days before the expiry date to inform you of this. When the transport licence expires, we are unfortunately forced to block the CargoCard and terminate the contract for security reasons.

Every first Wednesday of the month, the company's contact person receives an e-mail containing all open actions. A notification of an expired access pass (XS-Key) also becomes visible in the portal. From then on, the access card can be renewed. Is the notification no longer visible and has the card already expired? Then you will need to request a new card. You can use the pass until its expiry date. After this date, the pass is unfortunately no longer valid.

Please contact your employer for this. We advise you to request a replacement access card (XS-Key) in this case. After requesting the replacement card, you can block the lost card directly in the XS-ID Online customer portal. 

Our access passes (CargoCard, Digital Safety Passport and PortKey) have a validity of 5 years.

That's great to hear! To apply for an access pass, it is first necessary to conclude a contract. Click here to start company registration. Then follow the on-screen instructions. Keep your mobile phone and ID or passport at hand!

Please note: only the authorized signatory can complete a company registration.

After completing a company registration, you can request an access pass via our customer portal XS-ID Online.

That's great to hear! To apply for an EAN number, it is first necessary to conclude a contract. Click here to start company registration. Then follow the on-screen instructions. Keep your mobile phone and ID or passport at hand!

Please note: only the authorized signatory can complete a company registration.

After completing a company registration, you can request an EAN via our customer portal XS-ID Online.

To conclude a contract with us, a recent Chamber of Commerce extract and an active VAT number are required. Would you like to apply for a CargoCard? It is then also necessary to provide a valid transport permit.

We aim to process the contract within 24 hours (on working days). You will receive an email notification as soon as this is successful!

A contract is required to request an EAN number, an access pass (Cargocard, Portkey and Digital Safety Passport) or to enable billing for specific services, such as the Sustainability Fee and peak surcharge at RWG, or to pay using the access pass (XS-Pay).

You must register if you want to use the XS-ID Online customer portal. These are often the company's contact persons, financial administration and authorized signatories.

Are you a card user? Then registration is not necessary.

For security reasons, it is only possible to enter into a contract through the authorized signatory of a company, who is listed on the Chamber of Commerce extract.

If the ID/passport does not contain an NFC chip and/or the registration via the XS-ID Intake app cannot be completed, you can schedule an online appointment via our website as a signatory. During this appointment, we will be happy to help you with the registration and identification process. Click here to make an online appointment directly.

Please note: an online appointment requires a device with a camera and microphone.
 

It is important that you register a new entity when the Chamber of Commerce number and/or VAT number changes. Does only the company name change? Then this is not necessary.

That is possible! For the person you want to grant access to, you can request a separate XS-ID via the XS-ID Online customer portal. Once the request has been completed, the XS-ID can be connected to the contract. Do you need help with these steps? Please contact our Customer Service.

You can find this on the company details page. You can view your company data via our customer portal XS-ID Online. Then click on the company name at the top right and then click on company details in the menu.

Sad to hear that you want to end your contact! Please contact our Customer Service team. Please state your company name, relationship number and the date of cancellation. Our Customer Service will process the cancellation and inform you further about the cancellation.

For the current contract costs, please contact our Customer Service team.

I'm sorry to hear that. We would kindly ask you to contact our Customer Service.

A valid transport licence is required to use the CargoCard. Our Customer Service team will contact you 5 working days before the expiry date to inform you of this. When the transport licence expires, we are unfortunately forced to block the CargoCard and terminate the contract for security reasons.

In our customer portal XS-ID online you can enter all information regarding your transport permit on the company details page. Please upload the new document there.

A bridging period exists with the NIWO. You can upload a copy of this document in the XS-ID Online portal. We would also like to ask you to inform us of the bridging period by e-mail. To do so, please send an e-mail to servicedesk@secure-logistics.nl. 

That's great to hear! Our sales colleagues would be happy to discuss suitable access options for your location! Please contact our sales colleagues via the contact form to discuss the possibilities. 

You will always be informed by us by e-mail. If our Customer Service team has received the application, you will receive confirmation by e-mail. Once the access pass has been produced, you will receive another e-mail containing the next steps. 

Unfortunately, it is not possible to change this yourself. Please contact our Customer Service by e-mail via servicedesk@secure-logistics.nl. Please include the XS-ID number and the correct personal e-mail address of the card user.

This is possible. Please send an email to servicedesk@secure-logistics.nl. Please include the following information in the email: the name of the person who will collect the pass and the name of the person for whom the pass is intended.

There are currently 3 different ways to deliver an access pass (XS-Key):

Regular shipping by post

We send the access pass to the address you selected
Application approved before 1:00 PM? The access pass will be sent by post the same day.

Delivery time
Netherlands: 5 working days
Abroad: 10 working days

Pick up at the Maasvlakte Plaza service point (regular)

Application approved before 1:00 PM? Pick up the pass the same day between 4:00 PM and 5:00 PM! We keep the pass at the service point for 5 working days. After 5 working days we will send the access pass by post.

Pick up at the Maasvlakte Plaza service point (urgent)

Has the application been approved by the card user before 4:30 PM?

Collect the pass until 5:00 PM.

Has the application not yet been checked and would you like us to check it for the card user?

Collect the access pass before 4:30 PM.

We keep the pass at the service point for 5 working days. After 5 working days we will send the pass by post.

It is possible to request access passes (XS-Keys) via our customer portal XS-ID Online. Go to the Dashboard and click on Request XS-ID/XS-Key. Then click on XS-ID including Cargocard/Digital Safety Passport/PortKey. Fill in the required details and submit the application.

It is possible to stop an access pass via XS-ID Online. Go to XS-ID users and then click on the name of the relevant XS-Key user. Scroll down and click Stop XS-Key. Enter the desired date and reason, and finally click OK.

It is possible to renew an access pass via our XS-ID Online customer portal. Go to the dashboard and go to renew XS-Keys. Then click on the name of the relevant XS-Key user. Scroll down and click on renew/replace. Check the details and then press submit the request.

It is only possible to submit the application with a valid passport or identity document and a Dutch residence permit. A driver's license is not accepted. A transport permit is also required to apply for the CargoCard.

To activate the access pass you need a valid proof of identity with which the application has been submitted. You also need the access card and the PIN code you received.

A PIN code is required to activate an access pass. Without a PIN code, the access pass cannot be activated at our activation locations. Therefore, bring your PIN code, proof of identity and access pass (if received by post) to the activation point.

As soon as the access pass has been produced, the contact person of the company will receive the PIN code by e-mail. From that moment on, the access pass is ready to be picked up or sent by post.

The PIN code is always sent to the contact person's email address. Has the contact person not yet received the PIN code? Then the XS-Key has not yet been produced. Are you still unsure whether everything went well? Please do not hesitate to contact our Customer Service.

If the employee is employed by a Dutch company, then you should make the application based on a Dutch residence document.  Does the employee not have one? If so, please contact our Customer Service.

Is your employee not employed by a Dutch company? Then you can make the application based on the ID card or passport.

This is not necessary! Once the access pass is active, you can enter the affiliated locations. Some locations have their own rules and conditions for entering their premises. These are always guiding for gaining access.

This is possible! Send an email to servicedesk@secure-logistics.nl with the request to change your request to an urgent request. Please include the name, the XS ID number and the application number.

From secure-logistics.nl you can go directly to our customer portal XS-ID Online at the top right via Login. Click here to go directly to the login page of XS-ID Online. You can then login with your XS-ID number and your personal password. 

Go to XS-ID Online and click on Forgot your password?

Enter your XS-ID or email address. You will then receive an email to reset your password. After this, you can log in again with your XS-ID and the password you set.

You have now added the data digitally. The message will only disappear after the card user has also physically updated the access card at one of our activation points.

You can log in to the My Terminal app with an XS-ID. For this, the corresponding e-mail address needs to be validated. You can do this through your account in XS-ID Online. When you choose to login with your XS-ID, you will be redirected to our login page. Enter your XS-ID and password here. If logging in fails, it may be that your e-mail address has not yet been validated. To validate your e-mail address, we kindly ask you to take the following steps.

• Log in with your XS-ID and password in XS-ID Online
• Click on your XS-ID at the top right in the blue bar
• Click on My account
• Click on Change e-mail address
• It is necessary that the e-mail address of your XS-ID is the same as the e-mail address of the MyTerminalApp
• Click on Validate e-mail
• An email will be sent to the email address associated with your XS-ID, containing a link to validate your email
• Open the e-mail and click on validate e-mail
• The email address is now validated

Already have a validated email address and still having problems logging in? Please contact ECT.

You can view your company details via our customer portal XS-ID Online. Then click on the company name at the top right and then click on company details in the menu.

Go to the company details page and click on the pencil. Do you need help making the changes? Please contact our Customer Service.

You can have all forms of biometrics added to the access pass free of charge at our Maasvlakte Plaza service point. For all our activation points, please go to our locations. You can then filter by the desired biometrics form.

Please note! Not all biometrics forms are available at every activation location. 

1. The registered biometric information is stored on the personal access card that the visitor carries. The access card contains a chip that stores this data securely.
2. At the gate there is a card reader and facial recognition camera, fingervein unit or fingerprint recognition unit. When the visitor wants to gain access, the visitor places the access pass in the card reader.
3. After the pass has been read, the visitor is asked to provide biometrics.
4. The biometrics unit compares the data with the data stored on the card.
5. Do the data match? The data is then sent to the access control system. Then the barrier goes up!

Yes, the use of facial recognition, fingervein and fingerprint recognition is fully secure and privacyproof. By verifying biometrics on our access card placed template, rather than from a database, the user always retains full control over their own data. This ensures maximum privacy protection for our customers.

Liveness detection is a technique in which an algorithm securely determines whether the source of a biometric sample is from a living human being, and whether that person is physically present during the verification process at the gateway.

Users with damaged fingers may experience problems registering their fingerprint. This is also why two fingers are taken during the registration process. By registering two fingers, we increase the chances of successful verification even if one of the fingers is damaged.

We recommend an acceptance site with biometrics to offer alternative verification methods for card users with damaged fingers, such as employing an employee for manual verification in such cases. 

Two fingerprints are made as an additional security measure to increase the authentication process and to ensure that the user always has access even if one of the fingerprints is not read properly. 

The fingerprints are made of the middle finger and the index finger of the left hand. When the truck driver is in the cabin, the left hand is closer to the access column. This makes scanning the fingerprints even more efficient for the user. However, if there is a preference for two other fingers, this is also possible.

The XS-ID is the basis of the access pass and provides you with a reliable and personal identity. After completing the application process, you will receive your unique XS-ID, a number linked to your identity. The XS-ID is stored encrypted on the access card and used for verification upon access. Thanks to the XS-ID, identification only takes place once, ensuring the ultimate protection of your data.

It is possible to log in with your XS-ID at our customer portal XS-ID Online, Havenbedrijf Rotterdam, ECT Delta Terminal (MyTerminal), PortAlert (Portbase), TCVT-RA, Lineage Vlissingen, RST, the iAsk App (iTanks), the web application of DO-Flex, the Modality App (CTT Rotterdam), and the web application of Sime Darby Oils.

You can view all your data via the XS-ID Online portal. If you also want to view this via the XS-ID app, the app must be linked to your mobile telephone number. To make this link, log in to XS-ID Online and then go to my account. Then choose change telephone number and enter your telephone number here. Please note: always enter the land code.

Once you have downloaded the XS-ID app from the App store or Google play, enter your XS-ID number and date of birth. You can then set your own PIN code (5-7 digits). Next time you can easily log in with just your PIN code. You can now easily view your data at any time via the XS-ID app!

As a driver you will receive the app free of charge and automatically upon (re)certification/renewal). You must contact the TCVT-RA via kantoor@tcvt-ra.nl. for this. They can submit a request for you to Secure Logistics, after which you will receive the login details.

How can I view my TCTA-RA practical experience (hours)?

The practical experience of TCVT-RA can be viewed on XS-ID Online and in the XS-ID app under the profile overview. Do you want to view old practical experiences? You can view these in our customer portal XS-ID Online. Old practical experiences of expired registers are not visible in the XS-ID app.

Unfortunately, we cannot register these hours. Companies or ZZP'ers can request an authorization code from TCVT-RA to register their practice hours themselves. We would kindly ask you to contact TCVT-RA for this via e-mail: kantoor@tcvt-ra.nl.

In this case, we advise you to send a screenshot of the error message by email to servicedesk@secure-logistics.nl. Don't forget to mention your XS-ID number so that we can help you immediately!

The practical experience of TCVT-RA can be viewed on XS-ID Online and in the XS-ID app under the profile overview. Do you want to view old practical experiences? You can view these in our customer portal XS-ID Online. Old practical experiences of expired registers are not visible in the XS-ID app.

Certainly! At all Truckwash 1 locations and various truck parking lots, a card user can pay with the access card. Click here for all XS-Pay locations.

It is necessary to enable the XS-Pay contract via XS-ID Online, so that you can easily view the invoices and administration via the portal.

You can easily enable XS-Pay via the XS-ID Online portal. Go to company details and scroll down to contracts. Then enable the desired service.

To do this, log in to XS-ID Online. Click on the company name in the blue bar and go to XS-Pay. On the left you can then select a month and the year. You will now see the specified overview, which you can also download as a CSV / XLSX / JSON file.

You will receive an email from our financial administration when an invoice is in the XS-ID Online portal.

Yes you can! If you want to add a certificate (VCA/SOG/NOGEPA) from the CDR SSVV register to your XS-ID on the access pass (XS-Key), don't forget to accept the general terms and conditions first!

Follow the steps below to add a certificate:

1. Log in with your XS-ID to XS-ID Online.
2. Go to contracts and training.
3. View the general terms and conditions.
4. Agree to the terms and click enable.
5. Open the application again and import all certificates from the registry. Then submit the application.
6. Done! You have now added the obtained certificates to the XS-ID! Now it is up to the card user to go to one of our activation locations to add the certificate to the access pass.

Need help going through the steps? Please contact our Customer Service Desk.

More than 100 registries are visible in XS-ID Online. It is possible to link certificates and training from the following registers, among others, to XS-ID:

Centraal Diploma Register, Stichting industriële Reiniging, Deltalinqs Examen Register, Nogepa offshore trainings, Generic Gateway Instruction for Construction, Helix trainings, Stipel, IPAF and many more. For all registers go to our XS-ID customer portal.