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Q1: |
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Why DTTN send me a portal account suspension notice?
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For security reason, DTTN will send you a portal account suspension notice if you have not logged into the DTTN portal site in the last 12 months. If you want to re-active your portal account, you can call our Customer Service Hotline at (852)2917 8838. |
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Q2: |
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How do I know if documents I sent out have been successfully delivered to my designated recipients?
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As default setting, you will receive the following notifications once you have sent out the messages to DTTN:
| Received Notifications: |
Will be sent to sender once DTTN received the message. |
| Delivery Notifications: |
Will be sent to sender once DTTN has processed the message and delivered to recipient successfully. |
| Error Notifications: |
Will be sent to sender and recipient for any problems/errors encountered on the message |
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Customer can choose not to receive anyone type of notifications to meet their operation or business requirements. Please call DTTN customer hotline at (852)2917 8838 to make the arrangement. |
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Q3: |
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 Incorrect sender (recipient) EID.
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A: |
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Please check and input the correct sender EID or recipient EID and re-submit the message again. |
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Q4: |
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Fail to find SP by domain rule.
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A: |
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There are two potential cause of the problems:
(1) The sender or recipient EID is incorrect.
Please input correct EID of sender and/or recipient, then re-submit the message again.
(2) The email address used to send the document, does not match with the email address of the EID at time of registration.
Please use the email address registered with the EID of the sender to re-submit the message again.
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Q5: |
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The last selected cell in the document is not accepted by the system
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A: |
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You have placed the cursor at a cell which was in an edit mode at time of saving of your Excel Form. Please move the cursor to a blank cell then "Validate" and send the document again. |
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Q6: |
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The document has not been validated.
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Before Excel Forms are sent to DTTN, they need to be validated. Please press the "Validate" button on the Excel Form and send the "validated" document again. |
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Q7: |
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Invaild document type attached.
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A: |
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You have attached a document with document type or file extension not supported by DTTN. Please click here to check the file types supported by DTTN and make amendment accordingly before re-submitting the file to DTTN. |
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Q8: |
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Missing key fields to identify a document.
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A: |
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This event is generally caused by missing key information in the document submitted, which are usually mandatory data fields. Customer is recommended to review the document sent to DTTN and supplement the missing information before resubmitting the document to DTTN. Some typical mandatory fields are listed below:
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Sender EID |
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Recipient EID |
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Document Reference Number |
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Document Type |
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Q9: |
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File name must not contain Chinese characters
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A: |
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DTTN does not support file name that contains Chinese characters. Please change the filename to all English and re-submit the file. |
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Q10: |
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How can I check the error description received in DTTN notification?
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Please click here to check the error code, error description and resolution. |
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