Customer Support
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Quick Response Forms
Call 1-877-987-2226 Option 2 or complete the form below.
Contact Customer Service
Customer Tools
Training & Onboarding
Get up to speed with TRAC Intermodal’s tools — browse user guides, downloadable documentation, and video walkthroughs.
TRAC Connect User Guide
Learn how to message your account, users, contacts and reporting. Available as an interactive digital walkthrough or as a downloadable PDF reference.
EZBook Getting Started Guide
Get up and running with EZBook — from account creation to placing your first booking and managing orders. Available as an interactive digital walkthrough or as a downloadable PDF reference.
TRAC Road Service Guide
As a reminder, TRAC offers an enhanced Road Service experience through our dedicated TRAC Dispatch team, designed to provide hands-on support and greater visibility throughout the service process.
EZBook Walkthrough Video
Watch a complete video walkthrough of EZBook — from logging in to placing and managing chassis bookings.
English Subtitles
EZBook Walkthrough Video
Watch a complete video walkthrough of EZBook — from logging in to placing and managing chassis bookings.
Mandarin Subtitles
EZBook Walkthrough Video
Watch a complete video walkthrough of EZBook — from logging in to placing and managing chassis bookings.
Spanish Subtitles
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://ticwsstage.wpengine.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?
To book a bare chassis, please utilize EZBook, TRAC Intermodal’s online chassis reservation system, by visiting this link: ezbook.
- 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?
If you are in need of roadside assistance, please click the link to create a New Repair Request
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 click the link to 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
To search for a chassis registration, please visit https://ticwsstage.wpengine.com/customer-service and enter the unit number, VIN or license plate number.
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?
TRAC Intermodal has a fast and secure place to pay your bills online. To make a payment, view all invoices related to your account or submit a dispute, simply log into TRAC Bill Management at https://iebs.tracintermodal.com/OA_HTML/AppsLocalLogin.jsp. For help with registering on TRAC Bill Management, please contact Customer Support at customerservice@tracintermodal.com or 877-987-2226 Option #2. For complete instructions on using TRAC Bill Management, visit the TRAC Training Hub at traininghub. Note: TRAC Training Hub is not supported by Internet Explorer. Please use an alternate browser.
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
To dispute an invoice and track dispute status, please visit TRAC Bill Management at https://iebs.tracintermodal.com/OA_HTML/AppsLocalLogin.jsp. For complete instructions on how to submit and manage disputes, visit TRAC Training Hub at traininghub. Note: TRAC Training Hub is not supported by Internet Explorer. Please use an alternate browser.
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 click the link to create a New Repair Request
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
What is the San Pedro Bay Daily Lease fleet?
How many chassis are in the San Pedro Bay Daily Lease fleet?
Does San Pedro Bay Daily Lease fleet offer specialized equipment?
The San Pedro Bay Daily Lease fleet currently includes standard 20’, 40’, and 45’ chassis, and specialty 20’ and 40’ triaxles.
Do I need to sign an agreement with TRAC to use San Pedro Bay Daily Lease fleet chassis or can I access them if I am approved in TRAC Connect?
Not if you already are an approved TRAC Connect customer or have previously entered into a San Pedro Bay Equipment Usage Agreement that remains in effect, you are able to use the San Pedro Bay Daily Lease fleet.
If you are not a current TRAC customer and wish to be one, please start the registration process at TRAC Connect.
Can I use a daily lease fleet chassis as if it was a private wheel chassis?
Yes, you can use a daily lease fleet chassis as a private wheel chassis.
How will the fleet be identified or marked?
The San Pedro Bay Daily Lease fleet will be marked with a “PTAZ” chassis prefix.
What are the start/stop locations?
The San Pedro Bay Daily Lease fleet has 2 start/stops at Pier S and Pier B.
- Pier S Terminal is located at 3400 New Dock Street, Long Beach, CA 90802
Hours of Operation: 24/7 https://ptscus.com/locations/
- Pier B Terminal is located at 1550 Pier B St, Long Beach, CA, 90813
Hours of Operation: Monday– Friday 8:00AM – 4:00 PM PT
What are the start/stop locations for rail moves?
The rail ramps in LA/LB are not start/stop locations in San Pedro Bay Daily Lease fleet and billing will continue until returned to Pier S or Pier B.
Can a driver pick up or return a chassis at any rail ramp?
No, a driver cannot pick up or return a chassis at a rail ramp.
Can I street turn a chassis to another MC in the San Pedro Bay Daily Lease fleet?
No, you cannot street turn a chassis to another MC in the San Pedro Bay Daily Lease fleet.
How can I reserve a San Pedro Bay Daily Lease fleet chassis?
A San Pedro Bay Daily Lease fleet chassis can be reserved at Pier S or Pier B via EZBook.
Can I pick up a San Pedro Bay Daily Lease fleet chassis without a reservation?
No, all San Pedro Bay Daily Lease fleet chassis must have a reservation. A San Pedro Bay Daily Lease fleet chassis can be reserved at Pier S or Pier B via EZBook.
For assistance, please contact Customer Service to obtain a chassis reservation at 1-877-987-2226, option 2 or via email at customerservice@tracintermodal.com from 4:00 AM – 4:00 PM PST Monday – Friday.
How can a driver see availability of chassis before arriving at Pier S or Pier B?
While a reservation is required to pick up a chassis, drivers can see availability of chassis in EZBook before arriving at Pier S or Pier B. Additionally, a daily emailed availability report will be distributed. To be added to the daily email, please contact LBOperations@tracintermodal.com.
How long is the booking window in EZBook?
Bookings expire at 11:59 pm on the day the chassis is booked.
How will my existing San Pedro Bay Daily Lease fleet billing be impacted?
San Pedro Bay Daily Lease fleet billing, including open cycles, will be billed by TRAC for usage effective June 1, 2026. Invoices issued as of this date will be payable to TRAC and will be available for viewing, download and payment through TRAC’s Bill Management Portal.
How will my open cycles be handled?
All usage, including open cycles, will be billed by TRAC effective June 1, 2026. All existing terms and conditions will apply to the new billing until further notice.
What is the new TPSP product?
The new TPSP product is TRAC’s stand-alone neutral pool through which TRAC will provide chassis to the LA/LB market instead of through the Pool of Pools (“POP”). Under the new TPSP, usage may be billed to the motor carrier, SSL or BCO/NVOCC based on contract terms.
How many chassis are in the new TPSP?
There will be approximately 5,000 chassis in the TPSP, with the ability to scale with increased demand as needed.
Does TPSP offer specialized equipment?
No, the TPSP offers standard 20’, 40’ and 45’ chassis. Specialized equipment can be leased via the San Pedro Bay Daily Lease fleet.
What SSLs does TRAC represent in the new TPSP?
TRAC represents the following SSLs:
COSCO, Evergreen, Hede International Shipping, Iris Logistics, Jin Jiang, Lihua Shipping, Orient Overseas Container, Schulte & Bruns, SM Lines, T.S. Lines, Wan Hai, Yang Ming and ZIM.
A TPSP chassis can be used for other SSL containers that do not have contracts with TRAC but that usage is billable directly to the motor carrier.
Can I use a TRAC pool chassis for other SSL containers that are not a contracted TRAC SSL customer?
Yes, a TPSP chassis can be used for other SSL containers that do not have contracts with TRAC but that usage is billable directly to the motor carrier.
How will the fleet be identified or marked?
The new TPSP fleet will be marked with a “TPSP” moniker.
What are the start/stop locations?
The TPSP has two start/stops at Pier S and Pier B.
- Pier S Terminal is located at 3400 New Dock Street, Long Beach, CA 90802
Hours of Operation: 24/7 https://ptscus.com/locations/
- Pier B Terminal is located at 1550 Pier B St, Long Beach, CA, 90813
Hours of Operation: Monday– Friday 8:00AM – 4:00 PM PT
Can I pick up a pool chassis at a terminal during the transition out of Pool of Pools and return it to any TRAC location?
TRAC legacy Pool of Pools chassis identified with a “TPSP” moniker remaining on terminals during the transition can be picked up from that terminal and returned to any Pool of Pools start/stop until June 30, 2026. However, we encourage all TRAC chassis to be returned to either Pier S or Pier B. All new TPSP neutral pool chassis can be picked up from Pier S or Pier B.
What are the start stop locations for rail moves?
The rail ramps in LA/LB are not start/stop locations in the new TPSP. TPSP chassis need to be returned to Pier S or Pier B.
Who will be billed for IPI in the new TPSP after they are dropped at a wheeled rail ramp?
Although the rail ramps in LA/LB are not operational start/stop locations in the new TPSP, TRAC will terminate the billing upon in-gate to BNSF Hobart, City of Commerce and UP ICTF; however, chassis must be returned to a start/stop location to avoid migration billing.
The MC will be billed a drop off charge for any bare chassis or any chassis mounted with a container for a non-represented SSL customer left at the rail.
TRAC represents the following SSLs: COSCO, Evergreen, Hede International Shipping, Iris Logistics, Jin Jiang, Lihua Shipping, Orient Overseas Container, Schulte & Bruns, SM Lines, T.S. Lines, Wan Hai, Yang Ming and ZIM.
TPSP chassis dropped at any of the other rail ramps or other locations in the LA/LB market will continue billing until the chassis is returned to Pier S or Pier B.
How can I reserve a TPSP chassis?
A TPSP chassis can be reserved at Pier S or Pier B via EZBook.
Can I pick up a TPSP chassis without a reservation?
No, all TPSP neutral pool chassis must have a reservation. A TPSP chassis can be reserved at Pier S or Pier B via EZBook. For any assistance, please contact Customer Service to obtain a chassis reservation at 1-877-987-2226, option 2 or via email at customerservice@tracintermodal.com from 4:00 AM – 4:00 PM PST Monday – Friday.
How can a driver see availability of a TPSP chassis before arriving at the start/stop?
While a reservation is required to pick up a chassis, drivers can see availability of chassis in EZBook before arriving at Pier S or Pier B. Additionally, a daily emailed availability report will be distributed. To be added to the daily email, please contact LBOperations@tracintermodal.com.
How long is the booking window in EZBook?
Bookings expire at 11:59 pm on the day the chassis is booked.
Can I street turn a chassis to another MC in the new TPSP?
Yes, TPSP chassis may be street turned by visiting TRAC Connect. For any assistance, please contact Customer Service at 1-877-987-2226, option 2 or via email at customerservice@tracintermodal.com from 4:00 AM – 4:00 PM PST Monday – Friday.
How will open cycles from Pool of Pools be billed?
Any Pool of Pools usage cycle that remains open as of June 30, 2026 will continue to be billed in accordance with the Pool of Pool’s “box rules” until the chassis is returned to a Pool of Pools start/stop location or, for any TRAC chassis, to Pier S or Pier B.
How will billing in the new TPSP be different from the billing in Pool of Pools?
All usage in the new TPSP will be billed by TRAC to the motor carrier, SSL or BCO/NVOCC based on contract terms. Although the rail ramps in LA/LB are not operational start/stop locations in the new TPSP, TRAC will terminate the billing upon in-gate to BNSF Hobart, City of Commerce and UP ICTF; however, chassis must be returned to a start/stop location to avoid migration billing.
The MC will be billed a drop off charge for any bare chassis or any chassis mounted with a container for a non-represented SSL customer left at the rail.
TRAC represents the following SSLs: COSCO, Evergreen, Hede International Shipping, Iris Logistics, Jin Jiang, Lihua Shipping, Orient Overseas Container, Schulte & Bruns, SM Lines, T.S. Lines, Wan Hai, Yang Ming and ZIM.
Any usage of TPSP chassis for SSL that do not have contracts with TRAC will be billed directly to the motor carrier.
Any usage of TPSP chassis for SSL that do not have contracts with TRAC will be billed directly to the motor carrier. TPSP chassis dropped at any of the other rail ramps or other locations in the LA/LB market will continue billing until the chassis is returned to Pier S or Pier B.
Will TRAC operate under “box rules” while the Pool of Pools winds down?
Yes, the current billing method for the Pool of Pools will continue to apply to open cycles until June 30, 2026 and until those usage cycles close. The new TPSP pool will be available beginning June 1, 2026. All chassis out-gated from the new TPSP will be billed by TRAC.
Is the damage waiver included on a TPSP chassis?
Yes, the damage waiver is included on TPSP chassis for all moves. For details on the repair types included in the damage waiver, please see this announcement.