FAQ - PRA (Pre-Receival Advice) Issues

• The system did not automatically process successful PRA responses for the customer after the migration. The issue persisted even after transitioning to the New RAS environment.

• The client forwards the email from 1Stop containing the text plain attachment.
  
• The support team sends an email to the registered email address configured in the client’s PRA account. 

• The Comserver processes the PRA “Accepted” response from that email.
  
• After a few minutes, the PRA application status updates accordingly.

Issue 2: 

Client Not Receiving Email Notifications for Rejected Status

• The client is not receiving any email notifications from PRA related to rejected statuses. The system does not display an error—PRA submissions remain stuck in “SENT” status.

Indicators:

• PRA application remains in SENT for 10–15 minutes
• Comserver is confirmed to be running properly

Workaround: 

• If the application remains in “SENT” for more than 10–15 minutes, treat it as an error on the PRA side.
• The support team should email 1Stop Support at helpdesk@1-stop.biz to request the error status and message
• Assist the client in correcting the identified error and resubmitting the PRA application.

Resolution: 
The configured email address for the client confirmed by 1Stop.

Upon verification with 1Stop, it was confirmed that two separate email addresses were configured for receiving

• Accepted PRA statuses
• Rejected PRA statuses

 

Findings:

• The client confirmed they do not actively monitor this Gmail account.
• Therefore, missed email notifications led to unprocessed or unacknowledged PRA statuses.

Action Taken:

• Suggested changing the PRA notification email to a TradeWindow-managed address for better monitoring.
• The client agreed to the proposal; Created a new dedicated PRA email account:

Process for Email Change:
 

• The form should be duly signed by the authorized representative.
• Submit the signed form to 1Stop Support (helpdesk@1-stop.biz)
• 1Stop will update the email configuration immediately upon receipt.
• TW Support will update the setup in the Comserver under the Email tab using the new email address, and in the CMR Module under the PRA Setup.

For Support Reference

• Old setup of MAP (PRA)

• New Setup (TW Email Address)

Note: The changes will remain under monitoring since a dummy APERAK cannot be sent from the production system until MAP International submits a new PRA.