Pole Star’s global support team offers dedicated technical support 24 hours a day, 7 days a week, and 365 days a year. With our multilingual team of product experts based across London, Hong Kong and Panama, we provide service support, technical support, training, troubleshooting and diagnostics around the clock, by phone and email.
Call: +44 20 7313 7403
Non-urgent issues and queries
*Pole Star communications notice: Please remember that Pole Star and its employees will never send emails that ask for unsolicited confidential information pertaining to business, or request for certain business transactions by email. Moreover, Pole Star official communications are never sent from personal email addresses hosted by domains such as Yahoo, Gmail, etc. Please verify the sender email address carefully. If you receive an email that you are uncertain about, please refer to your Account Manager to ensure that it is authentic.
With more than 40,000 completed LRIT tests on behalf of global ship operators to date, Pole Star is the world leader in LRIT testing. Our system manages all aspects of the test, including terminal commissioning, satellite communications network management, post-test de-commissioning, and provides detailed test results and conformance test certificates (if required).
As such, we have answered our most frequently asked questions for clients like yourself to refer to in case of difficulties.
Please note: If your flag does not appear on this table, we do not supply any LRIT services for this administration.
|Maritime Authority||Testing||Certification||Data Center||Special requirements|
|Albania||✓||✓||✓||All LRIT testing and Certification (CTR) orders must be conducted via Realcom. Please contact: firstname.lastname@example.org|
|Antigua and Barbuda||✓|
|Barbados||✓||LRIT CTR's issued by Pole Star prior to 01/01/2016 remain valid|
|British Virgin Islands||✓||✓||✓|
|Colombia||✓||✓||LRIT Certificates (CTR's) issued by the Maritime Authority|
|Indonesia||✓||✓||✓||All LRIT testing and Certification must be conducted via email@example.com|
|Isle Of Man||✓||✓||✓|
|Liberia||✓||✓||LRIT Certificates (CTR's) issued by the Maritime Authority|
|Malaysia||✓||✓||All LRIT testing and Certification should be ordered via firstname.lastname@example.org|
|Papua New Guinea||✓||✓||✓|
|Republic of Moldova||✓||✓|
|St Kitts and Nevis||✓||✓|
|St Vincent and the
|Singapore||✓||✓||LRIT Certificates (CTR's) issued by the Maritime Authority|
|Syrian Arab Republic||✓||✓|
|Turkey||✓||✓||All LRIT testing and Certification should be ordered via email@example.com|
|United Arab Emirates||✓||✓||✓|
|United States of America||✓||✓||✓||LRIT requests must be received via United States Coast Guard Navigation Centre. Please contact: firstname.lastname@example.org|
If Pole Star is not the recognised LRIT ASP for the Flag you require, we do not have access to or visibility of the LRIT tracking after the conformance test. Please contact the Flag administration directly for further information.
European Cooperative DC (EMSA) - Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
Vessel traffic and Reporting Services-
Tel: +351 21 1209 206
Fax: +351 21 1209 217
Collecte Localisation Satellite (CLS) - Chile, Egypt, Mexico, Vanuatu.
Flag Administrations: email@example.com
Ship Owners: firstname.lastname@example.org
Fulcrum - Antigua and Barbuda, Bahamas, Barbados, Comoros, Mauritius, Saint Kitts and Nevis, Saint Vincent and the Grenadines, United Republic of Tanzania, Venezuela.
Tel: + 441708 788 400
Fax + 441708 788 402
1) Place an order for your LRIT test credit by sending a purchase request to email@example.com or firstname.lastname@example.org depending on your location. This email will need to include: vessel name, flag, IMO number and an email address you wish us to issue an invoice to.
2) Log into your Pole Star LRIT account here and click on ‘Register Transceiver’, completing all fields as required. (Home > Registrations > Register Transceivers).
3) Pole Star will send an invoice for the LRIT conformance test to the email stated on your purchase request – please process payment accordingly. (Note: For customers with credit terms, the test credit will be added to your account directly after the order has been raised.)
4) The LRIT Test is now ready to begin:
5) Monitoring an LRIT Conformance Test whilst in progress:
In order to monitor the test whilst in progress, log into your Purplefinder LRIT Testing Account and go to ‘Manage Test > Test Results’ to see an overview.
An email notification will be sent to the email address specified upon registration advising of the vessel’s Test Result. Further information on a failed test can be obtained by contacting our Customer Support Dept – email@example.com
1) Consult the table in Q1. to confirm whether Pole Star is authorised to certify for the vessel’s flag state. If the answer is yes – proceed to step 2.
*If the flag issues their own certificates, Pole Star will notify the flag automatically after the LRIT test has been successfully completed together with all required test information. You should contact the flag registry directly to obtain the LRIT CTR.
2) Fill in the online certificate order form.
*For urgent cases, please choose the FAST TRACK delivery option (this charges an additional fee to guarantee that the CTR is issued within 24 hours).
3) Please allow up to 1 working day for Pole Star to issue an invoice for the certificate charge. The
invoice will be sent to the email stated on the certificate order form.
4) Process the relevant payment to Pole Star and send a copy of the remittance in
response to the email sent to you which included your order’s Pro Forma Invoice, also CC: firstname.lastname@example.org
5) Upon confirmation of payment, Pole Star’s finance department will issue a final invoice and the certificate will be dispatched within 3 working days under the Standard Service or within 1 working day under the Fast Track service. A scanned PDF copy will also be sent via email on the day the CTR is due to be produced and dispatched.
We offer standard & fast track service options.
STANDARD SERVICE: CTRs will be produced and dispatched within 3 days of our receipt of cleared funds. (GBP 15.00/USD 26.00 - in addition to the cost of your CTR)
FAST TRACK: Within 24 hours, we will email a PDF copy to you and dispatch the hard copy via express courier, provided your application is received before 15:00 GMT. This 'Fast Track' service, whereby you apply and pay for your certificate immediately, guarantees you will receive the PDF before 15:00 GMT on the following working day. Fast Track requests that are received after the cut-off time of 15:00 GMT will be issued the next working day. (GBP 115.00/USD 201.00 - in addition to the cost of your CTR)
As part of the Panama verification process the following vessel information must match on the CTR Test Result and ESAS, SEAWEB, and INFOPORT.
Once these checks are completed, the CTR Order will be checked for missing or incorrect information to validate the data, then released for printing.
On the CTR order form, select ‘Make changes to an existing CTR’.
If the required change is a change of Flag to a Flag that Pole Star do not issue CTR’s for, Pole Star will send an XML containing the test data to the new Flag. Pole Star will then inform you when this has been completed. No charge is required for this service by Pole Star, but you will then need to contact the Flag directly to make payment.
Contact Pole Star Customer Support via email@example.com.
If you have lost the original copy of your CTR, you will need to place an order for a new one via the Pole Star website.
If you have recently conducted an LRIT test, you can find your test number within your results. If you have recently taken over management of the vessel and do not have this detail, please contact firstname.lastname@example.org who will be able to provide you with it.
We provide an explanation in the email containing test results, however for more detail, please contact us at email@example.com.
There are several reasons why equipment may not be working. Please follow our troubleshooting advice below.
If the vessel is at sea:
If the vessel is in port:
If the problem persists and the vessel belongs to a Flag that Pole Star manages the DC for, then we will be able to assist with troubleshooting. For assistance, please contact firstname.lastname@example.org.
You will be required to conduct a new LRIT test if your equipment has changed since the last test, or if the vessel has changed flags. Reasons for conducting a new LRIT test are not limited to the above. Contact email@example.com if you have any questions.