How long can an ACE Portal account stay inactive before it locks?

ACE Portal accounts that go 45 days without a successful login are automatically deactivated by CBP for security reasons. Many importers who let their broker handle day-to-day customs work — and only log into ACE occasionally — discover this when they try to file a CAPE declaration and find their account locked.

Can I reactivate the account myself or do I need CBP to do it?

It depends on how long the account has been inactive. Accounts inactive 45 days to about a year can usually be reactivated by the user through a password reset, with the CBP Technology Service Desk if needed. Accounts inactive longer or that have been administratively suspended require direct intervention from the CBP Account Service Desk and may require re-verification.

Who is the CBP contact to reactivate an ACE account?

The CBP Technology Service Desk handles password and login issues. For more complex reactivations, the CBP Account Service Desk handles trade account ownership, role assignments, and re-verification. Both can be reached through CBP's standard ACE support channels — the contact details are inside the ACE Portal sign-in page and on CBP's ACE support pages. Have your IRS number, IOR number, and ACE account number ready before calling.

How long does reactivation typically take?

A self-service password reset for a recently-locked account takes minutes. A Service Desk reactivation for a longer-inactive account typically takes one to three business days. A full re-verification for an administratively suspended account can take a week or more. If you're approaching a CAPE Phase 1 reliquidation window, start the reactivation immediately — don't wait until you're ready to file.

Once reactivated, what should I check before filing CAPE?

Verify (1) your Trade Account Owner is still you (or the right person at your company), (2) your customs broker has CAPE-specific authorization on your account, (3) your ACH refund account information is current and correct, (4) the IOR number on file matches the IOR number on your CBP-7501 entries you intend to file, and (5) any role assignments needed for CAPE filing are in place. Each of these can independently block CAPE filing.

Reactivating an Inactive ACE Portal Account Before Filing CAPE

The CAPE Phase 1 reliquidation window is roughly 80 days. ACE Portal account reactivation can take a week. Do that math wrong and you watch your refund window close while you’re on hold with the CBP service desk.

This is happening to importers right now. Here’s how to avoid being one of them.

Why ACE Accounts Lock

CBP’s ACE Portal automatically deactivates user accounts that go 45 days without a successful login. This is a security measure — abandoned accounts are an attack surface, so CBP turns them off after a fixed inactivity period.

For active importers, this rarely matters. For importers who let their customs broker handle day-to-day filing and only log into ACE occasionally — to pull a report, check a refund, update a contact — 45 days passes faster than expected. Many importers discover their account is locked the day they sit down to file CAPE.

The Time Tiers

ACE reactivation roughly breaks into three tiers based on how long the account has been inactive:

Tier 1 — Recently inactive (45 days to ~6 months). Self-service password reset usually works. The reset link goes to the email on file. Worst case, the CBP Technology Service Desk can reset the password manually within minutes. This tier is fast.

Tier 2 — Long inactive (6 months to ~2 years). Self-service may fail because the account has been deactivated more deeply. The Technology Service Desk can usually reactivate but may require identity verification. Plan one to three business days.

Tier 3 — Administratively suspended or deeply dormant. The account requires re-verification with the CBP Account Service Desk, possibly involving updated IOR documentation, a renewed Trade Account Owner designation, or a fresh CBP Form 5106. Plan a week or more.

You don’t always know which tier you’re in until you try to log in. Don’t assume Tier 1 — assume Tier 3 when planning.

The Reactivation Process

Step 1 — Try the standard login. Go to the ACE Portal sign-in page. If your password works, you’re not locked. If you get a “user inactive” or “account disabled” message, proceed.

Step 2 — Try the self-service password reset. Use the “Forgot password” link on the sign-in page. If a reset link arrives at your email and successfully resets, you’re back in. Confirm by logging in successfully.

Step 3 — Call the CBP Technology Service Desk. If the self-service reset fails, call the Technology Service Desk. Have ready: your ACE login username, IOR number, IRS number, and the email address on file. They can usually reactivate Tier 1 and Tier 2 accounts during the call or within a business day.

Step 4 — If the Technology Service Desk can’t help, escalate to the Account Service Desk. This is the path for Tier 3 accounts. The Account Service Desk handles trade account ownership, role assignments, IOR re-verification, and more substantive identity issues. They may ask for updated documentation.

Step 5 — Once you can log in, verify your account state before filing CAPE. A reactivated login does not mean a CAPE-ready account. See the post-reactivation checklist below.

Post-Reactivation Checklist Before You File CAPE

Reactivating the account gets you back into ACE. CAPE filing requires several other things to be in order:

Trade Account Owner. The Trade Account Owner is the designated company representative responsible for the ACE account. After a long inactivity period, the original Trade Account Owner may have left the company. If the TAO needs to be updated, this is a separate process — and one that frequently delays CAPE filing. See update ACE trade account owner for CAPE refund.

Customs broker CAPE authorization. Your customs broker may already be authorized for general filing on your account but may not yet have specific CAPE authorization. See customs broker authorization for CAPE.

ACH refund account information. CAPE refunds are paid by ACH to the refund account on file. If the refund account hasn’t been updated in years, the routing or account number may be wrong. CBP refund deposits to incorrect accounts cause major delays. Verify the refund account on file matches a current, active U.S. bank account. See ACH enrollment required for IEEPA refund.

IOR number consistency. The IOR number on your ACE account should match the IOR number on the CBP-7501 entries you plan to file under CAPE. Mismatches cause filing rejections. If your company has reorganized, merged, or changed its IRS number since the affected entries were filed, this requires Account Service Desk help.

Role assignments. Specific ACE roles may be required for CAPE filing. Confirm your account has the necessary role assignments — your customs broker can usually identify what’s needed.

What to Do If You’re Already Past the Phase 1 Window

If your reactivation drags past the Phase 1 reliquidation window for the entries you wanted to file:

Consider a protest under 19 U.S.C. § 1514 within 180 days of liquidation as a parallel preservation step. See how to file a protest for IEEPA tariff refund.
Track the entry for Phase 2. CBP’s roadmap (per the IEEPA Duty Refunds FAQ E1) signals that entries outside Phase 1 will be addressed in later phases. They will not be lost — they will just take longer.
Consult a trade attorney about CIT options for fully liquidated entries past the protest window. See CAPE, protest, or CIT.

Common Mistakes

Mistake — Waiting until the day of filing to log in. If you’re an importer who only occasionally uses ACE, log in this week regardless of when you plan to file. Find out the state of your account before the deadline pressure starts.

Mistake — Assuming your customs broker’s account access means you don’t need yours. Even if your broker files everything, certain CAPE actions, refund routing verifications, and role-update tasks require the importer’s own ACE access. Don’t let your account go dormant.

Mistake — Letting password reset emails go to a former employee’s address. Update the email on file before the original holder leaves. After they’re gone, the account becomes much harder to recover.

Mistake — Skipping the post-reactivation checklist. Logging back in is necessary but not sufficient. The other five items in the checklist (TAO, broker authorization, ACH refund account, IOR number, role assignments) all need verification before you file.

Where This Connects

For the full account-setup process, see ACE Portal account setup guide. For the broader CAPE filing process, see the 7-step CAPE filing guide. For the related Trade Account Owner question, see update ACE Trade Account Owner for CAPE refund.

If you’ve been locked out and aren’t sure which tier you’re in or how to plan the reactivation timing, request a free assessment.

CAPE Portal Guide is not a law firm, customs broker, or government agency. ACE Portal account configuration is the importer’s responsibility; for complex re-verification cases, work with your customs broker and CBP’s Account Service Desk directly.