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User profiles

Q:

How can I update my email/in-app notifications?

A:

Regarding notifications, please note that the email notifications are re-considered as an option by the developers since the system cannot cope with the number of emails especially during peak hours, resulting in email notifications arriving with a big delay or not at all. However, TRACES provides in-app notifications for all the certificates in which you are involved.

If you wish to limit the number of notification messages you receive, or even stop receiving them altogether, you can do so by TRACES by modifying your profile preferences by following the below steps:

  • Click on your email address in the upper right corner

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  • Click on “edit my profile” in the top right corner

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  • Scroll to the Documents notifications

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  • Untick notifications you have no wish to receive

  • Click on Save preferences (upper-right corner)

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Should you run into any issues regarding the above steps, please contact us at SANTE-TRACES@ec.europa.eu.

Q:

How do I change my language settings?

A:

  1. From the TRACES main page, click on your email address in the upper-right corner

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  2. Select the language you would like to use from the drop-down

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Q:

My access request is still pending validation

A:

Note

The TRACES Helpdesk cannot validate operators or user accesses.

  • Your organisation (authority, operator and other bodies) is already valid in TRACES:

    Please contact your organisation's administrator who is the responsible person for user management in your organisation.

  • Your organisation is pending validation in TRACES:

    • Economic operators:

      We invite you to contact your National Competent Authority for further instructions as they are the ones responsible for the validation of the operators' roles.

      Note that your responsible authority might have only validated the activity of your operator but not your request for a role within your operator.

      If this is the case, we kindly invite you to contact them again for the validation of your role request. 

      If you do not have their contact information, we kindly invite you to contact us at SANTE-TRACES@ec.europa.eu and we shall provide them to you.

    • Authorities and other bodies:

      We kindly invite you to contact us at SANTE-TRACES@ec.europa.eu

Q:

I am a validated user in TRACES; how do I request an additional role?

A:

Additional roles that you can request depend on the role you already have. For example, an operator user can only request an additional role as operator, an authority user can only request the role as another authority, etc. To see the complete step by step on how to add a new role, follow this link.

Q:

My personal data has changed (i.e. email address, name, phone number). How can this be updated in TRACES ?

A:

Your personal data should be updated in your EU Login account settings here: https://webgate.ec.europa.eu/cas/userdata/myAccount.cgi.

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Once the changes are saved in your EU Login account they will be automatically applied in TRACES the next time you log in.

If you have any questions or issues while updating your data on EU Login, we invite you to consult the EU Login help page here: https://webgate.ec.europa.eu/cas/help.html

Caution

Please do not create a new EU Login account. If you do, you will lose your access to TRACES.

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