Customer Support
Our team is here to support you
Quick Response Forms
Call 1-877-987-2226 Option 2 or complete the form below.
Contact Customer Service
Customer Tools
TRAC Chassis Lookup
Enter Value to Search By:
Please click here to retrieve the registration.
Frequently Asked Questions
Browse By Topic, Keyword or Phrase
My driver is stopped at the gate or experiencing trouble
If you are stopped or experiencing trouble at a gate, please contact Customer Support for assistance at customerservice@tracintermodal.com or 877-987-2226 Option #2. Please provide the booking number, your company’s SCAC code and the location of the gate. If the gate has provided you with a trouble ticket number, please relay that to us as well.
Please note: Please allow up to 15 minutes for EZBook bookings to be placed on file at the depot/terminal.
Where are bare chassis available?
- Please refer to our daily availability and return notices by market – if you would like to be added to distribution to these notices, please contact Customer Support at customerservice@tracintermodal.com or 877-987-2226 Option #2.
- Valid start/stop locations can be viewed at https://www.tracintermodal.com/trac-connect-locations/
- To reserve a bare chassis, please visit ezbook.tracintermodal.com.
- Please note that bare chassis supply may vary throughout the day as a result of vessel bunching, train schedules and street dwell times.
How do I book a bare chassis?
- Simply create an account or log in to your existing account.
- Once logged in, select your preferred area, equipment size, responsible party (who is the chassis billing to?) and click Check Availability. You will then see the equipment quantities available at each location.
- Enter the number of units you wish to reserve and select Place Order.
- Your request will be submitted and you will receive an email confirmation once the booking has been successfully processed.
Where can I return the chassis?
- Chassis return locations vary by pool and operating area. All chassis must be returned to the market from which they originated.
- Please contact Customer Support for more information on specific chassis return provisions at customerservice@tracintermodal.com or 877-987-2226 Option #2.
I need roadside assistance, what do I do?
The FHWA or BIT inspection is expired for the chassis I have on hire
If you are currently utilizing a chassis that has an expired FHWA or BIT inspection, please contact FYX at New Repair Request and a vendor will be dispatched to perform the inspection.
I’m having trouble accessing my EZbook account
If you are having trouble accessing your EZBook account, please contact Customer Support at customerservice@tracintermodal.com or 877-987-2226 Option #2. Please provide your company’s SCAC code and your EZBook User ID.
I need to reduce or cancel a chassis booking that I created
- To reduce an EZBook booking, login to your EZBook account and select Orders. From the Orders tab, select the booking you wish to reduce, click Reduce and enter the reduced quantity.
- To cancel an EZBook booking, login to your EZBook account and select Orders. From the Orders tab, select the booking you wish to cancel and click Cancel.
You may also email or call Customer Support for booking assistance at customerservice@tracintermodal.com or 877-987-2226 Option #2.
When contacting Customer Support, please provide your booking number.
I am looking for a chassis registration
If you are unable to locate the registration online, please contact Customer Support for assistance at customerservice@tracintermodal.com or 877-987-2226 Option #2.
How can I pay an invoice?
I have questions about my invoice
For questions on your invoice, please contact Customer Support at customerservice@tracintermodal.com or 877-987-2226 Option #2.
I do not agree with charges on my invoice
What are TRAC’S insurance requirements?
Click here to view TRAC Intermodal’s insurance requirements.
How do I update my insurance information?
In order to utilize TRAC Intermodal equipment, your insurance information must be kept up to date. For instructions on how to update your insurance please visit [insert link to attached PDF of IANA documents].
A chassis that was in my possession has been impounded
To report a TRAC Intermodal chassis that has been impounded, please contact Customer Support at customerservice@tracintermodal.com or 877-987-2226 Option #2.
I need to report a lost or stolen chassis
To report a TRAC Intermodal chassis that has been lost or stolen, please contact Julie Carman at jcarman@tracintermodal.com or 609-986-0210.
The chassis has been involved in an accident
To report an accident involving a TRAC Intermodal chassis, please contact Julie Carman at jcarman@tracintermodal.com or 609-986-0210.
How do I close my TRAC connect account?
If you wish to close your TRAC Connect account, please notify Customer Support at customerservice@tracintermodal.com or 877-987-2226 Option #2.
How do I add or update a user(s) on my TRAC connect account?
- To add a new user to your TRAC Connect account, navigate to the TRAC Connect website tracconnect.com and click Create New Account located in the upper right corner of the screen. Once in the “Create Your Account” page, select “Existing TRAC Customer” in the Registration Type field and fill in the required fields. You will need to enter either the Company ID, which can be found within your TRAC Connect profile, or your Account Number, which can be found on your invoice. Once all of the information is entered, click Create User to complete the new user setup.
- To update or remove a user from your TRAC Connect account, please contact Customer Support at customerservice@tracintermodal.com or 877-987-2226 Option #2.
How do I add or remove contacts from my TRAC connect account?
- To add contacts to your TRAC Connect account, login to your TRAC Connect admin account. Select My Company from the top menu bar and proceed to the Contacts tab. In the Contacts screen, click Add New Contact and select the type of information the contact should receive. Once all of the information is entered, click Save to complete the new contact setup. Please note that only one contact can be added at a time.
- To remove a contact from your TRAC Connect account, please contact Customer Support at customerservice@tracintermodal.com or 877-987-2226 Option #2.
I need to update my company’s physical address or bill-to address
To update your company’s address, please submit your request in writing to Customer Support at customerservice@tracintermodal.com. Please include your Company Name, SCAC Code and advise whether the new address represents your company’s physical address or bill-to address.
How to cancel a chassis booking?
To cancel your booking, please email customerservice@tracintermodal.com including your SCAC code, booking number, location of booking, quantity and size.
Example: ABCD, RABCD1234, APM Terminal NJ, 2 – 40’ chassis.
Trouble with a booking release number?
If you are having a problem with your booking release number, please email customerservice@tracintermodal.com including your SCAC code, booking number, location of booking, quantity and size. If you are given a trouble ticket number from the booking location, please include that as well.
Example: ABCD, RABCD1234, APM Terminal NJ, 2 – 40’ chassis. Ticket #1579 .
How to retrieve a chassis registration?
To retrieve a chassis registration, simply enter the unit number, VIN or license: Chassis Lookup Tools Page
What do I do if I have a chassis breakdown?
If you have a breakdown, please call our dedicated toll-free number below and select one of our pre-approved road service vendors: 1-844-414-9171.
You may also reach out to our Road Service Compliance team at rscompliance@tracintermodal.com
Where are chassis available?
To view valid pick up (start) locations, please visit the Marine Pools or the TRAC Select pages which include interactive maps towards the bottom of each page.
Because of such supply variables as ship bunching, train schedules and street dwell times, we cannot guarantee availability of chassis.
You may also reach out to our Road Service Compliance team at rscompliance@tracintermodal.com
Where to return your chassis?
Please email customerservice@tracintermodal.com to confirm the bare chassis drop location in your respective region. rscompliance@tracintermodal.com