EZWay Password Rules and Forgotten Password Reset Guide
Bottom line: if you have forgotten your EZ WAY password, just tap "Forgot password" on the app's login screen, enter your ID number and the mobile number you registered with, receive the 6-digit SMS code and set a new password - the whole thing is self-service. Only if your number has changed or the SMS never arrives do you need to go through a human agent in person.
- Open the EZWay APP → On the login screen, tap “Forgot Password”
- Enter your Taiwan national ID number and registered mobile number
- Enter the 6-digit SMS verification code and set a new password
The whole process usually takes just a few minutes. If your number has changed or the SMS does not arrive, call the EZ Way hotline on (02)7735-2812 (Trade-Van) or the customs toll-free line 0800-005-055 and handle it in person; response times depend on the support team.
If you already have a parcel awaiting confirmation and the deadline is close (follow the deadline stated in the EZWay notice; in practice it is commonly 7 days), contact the courier or HowBridge customer service first to arrange an extension, and only then reset your password. Without a completed mandate, Customs may refuse to accept the declaration, overdue goods may be returned, and the costs fall on the consignee.
EZ WAY 易利委 is the real-name authentication app for consignees of imported express parcels, built and operated by Trade-Van Information Services and promoted by the Ministry of Finance Customs Administration. Once a cross-border e-commerce parcel reaches Taiwan, the consignee has to complete real-name confirmation of the customs mandate in EZWay (follow the deadline given in the notice; in practice it is commonly 7 days). Without a completed customs mandate, Customs may refuse to accept the declaration, and the parcel can be delayed, returned and incur costs. Forgetting your password therefore stalls the whole clearance chain. This article covers quick resets, human support and what to do when a parcel is stuck; use it together with our customs guide.
EZ Way won't open - what now? Telling an app that won't launch from a login that fails
One thing worth stressing: EZ Way not opening is not merely "an app you cannot use". Under Ministry of Finance Customs Administration rules, a personal cross-border parcel is only released once the consignee has completed real-name confirmation of the mandate; the moment you cannot log in, the countdown on parcels awaiting confirmation keeps running (follow the deadline in the push notification; in practice commonly 7 days). Without a completed customs mandate, Article 18 of the Regulations Governing Customs Clearance for Sea Express Consignments allows Customs to refuse to accept the declaration, overdue parcels may be returned or sold off under the law, and the costs fall on the consignee. So when you find the app won't open, troubleshoot and at the same time contact the courier or HowBridge customer service to arrange an extension.
For the device side, start from the official figures: the App Store listing states that EZ WAY 易利委 requires iOS 10.2 or later and is about 154.4 MB (checked by HowBridge on 2026-08-26, version 3.1.57 at the time; the figures move with each release). On the account side the most common cause is a wrong password format - according to the app's own prompt, the password must be 8–30 characters and contain an uppercase letter, a lowercase letter, a digit and a special character (only @ $ ! % * ? #). When login fails, reset it with your ID number plus the 6-digit SMS code sent to your registered phone; this usually takes a few minutes. There is also a situation often mistaken for a fault: EZ WAY states that connections from overseas IP addresses are blocked (in-app notice, checked 2026-08-15) - if you are abroad or connecting through an overseas VPN, the app failing to open is expected behaviour, and the official advice is to arrange your pre-authorised mandate with your customs broker before you travel. If your number has changed or been suspended so the SMS never arrives, no amount of device-side fixing will help: call the EZ WAY hotline on (02)7735-2812 (Trade-Van) or the customs toll-free line 0800-005-055 and handle it in person.
In one line: when EZ Way won't open, split the problem in two. If the app itself won't launch, it is usually a device-side issue (outdated version, not enough storage) - updating to the latest version and restarting the phone normally fixes it. If the app opens but you cannot get in, it is an account-side issue: first reset via "Forgot password" on the login screen, and if that still fails go to account lockout and human support.
What are the EZ Way password rules and format? (quick reference)
In one line: according to what the EZ WAY 易利委 app actually shows (tested by HowBridge on 2026-08-15 on the app's "Change password" screen, version 3.1.56), the password must be 8–30 characters and contain all four character types at once - an uppercase letter, a lowercase letter, a digit and a special character (only @ $ ! % * ? # are accepted). Digits only, letters and digits only, or a length outside that range will all be rejected.
| Password example | Verdict (reason) |
|---|---|
| Ab12345! | Valid (all four types - uppercase, lowercase, digit, special character - and at least 8 characters) |
| Lucky@2026 | Valid (all four character types present) |
| Ab123456 | Invalid (no special character - this was valid under the old rule, but the current screen requires one) |
| 12345678 | Invalid (digits only - no letters and no special character) |
| Lucky#1 | Invalid (fewer than 8 characters) |
Note: neither the Customs Administration nor Trade-Van publishes the password format anywhere; this table was compiled by HowBridge from what the EZ WAY app's "Change password" screen actually displays (tested 2026-08-15, app version 3.1.56). Be aware that most guides online - including our own earlier version - still say "8–16 characters, three character types", whereas the current screen requires four types including a special character and a length of 8–30. If the rule changes with a future version, the wording shown in the app always prevails. The app also asks you to change your password periodically; the interval and any restriction against reusing an old password likewise follow what the app displays.
Why do people forget EZWay passwords?
Most people forget their EZWay password simply because it is a low-frequency app - a cross-border shopper may log in only a handful of times a year - while the password has to satisfy a four-type character rule that includes a special character (see the password quick reference above). Reusing a password from another account or hastily tweaking an old one is exactly what makes it easy to misremember. The app also asks you to change the password periodically (the interval follows what the app displays), and it is after such a change that people forget it most often.
The working principle is simple: first check whether the ID number and mobile number you registered with can still receive SMS. If they can, use "Forgot password" inside the app; if the number has changed or been suspended, go through a human agent instead. When you reset it, the new password still has to meet the EZWay format rule (8–30 characters, with upper and lower case letters, digits and a special character), otherwise it will again fail to save.
According to the Ministry of Finance Customs Administration's official "Express Consignee Real-Name Authentication (EZ WAY)" portal, the customs clearance system has checked customs declaration authorization documents since May 16, 2020, and each mobile number can be linked to only one national ID number on a one-to-one basis. Recipients must complete real-name authentication and confirm the authorization in the APP before their packages can be released. Forgetting the password can therefore bring the entire clearance process to a halt—which is why password resets often coincide with packages being held at customs.
Passwords matter more than ever in 2026: under the Regulations Governing Customs Clearance for Air and Sea Express Consignments amended on 23 February 2026, from 1 March 2026 pre-confirmed mandates apply in full to personal import simplified declarations made through real-name online authorisation. Article 18 of the sea version states plainly: "Where the customs mandate has not been completed by one of the methods in the preceding paragraph and recorded in the customs clearance information system, Customs may refuse to accept the declaration" (Laws & Regulations Database; Article 17 of the air version is to the same effect, G0350064). As of 30 November 2025, more than 80% of import express declarations already used pre-confirmed mandates (Ministry of Finance Customs Administration; reported by United Daily News on 2025-12-17); by August 2026 about 7.59 million people had registered with EZ WAY, covering roughly 4 million-plus simplified import express declarations a month (briefing by the Director-General of the Customs Administration; reported by Global Views on 2026-08-03). To see whether this affects you and where to act in the app, see our dedicated page on EZ WAY pre-confirmed mandates.
Four password reset methods
Use the table to choose the right path before following the details.
| Method | Best for | Time | Success | Difficulty |
|---|---|---|---|---|
| In-app forgot password | Phone can receive SMS | A few minutes | High | Easy |
| Manual support | Changed number or mismatch | Depends on support | High | Medium |
| Reinstall app | Rare partial-verification cases | 30-60 min | Low | Hard |
| Forwarder support | Parcel stuck urgently | Depends | Assistive | Cooperate |
In-app forgot password with SMS
This is the easiest method if the registered phone number still receives SMS.
- Open EZWay and tap forgot password or reset password on the login page.
- Enter the registered ID number and phone number.
- Receive the 6-digit SMS code and enter it before it expires.
- Set a new password and save it in a password manager.
If no SMS arrives, check blocked messages and wait until the app allows resend.
Manual customer support
If the registered phone has been suspended, changed, or your details do not match, the account holder has to contact EZ WAY customer service (operated by Trade-Van) in person.
- Phone: EZ Way hotline (02)7735-2812 (Trade-Van), open Monday to Saturday 9:00–18:00 and closed on Sundays (checked by HowBridge on 2026-08-15 from the customer-service details in the app); customs toll-free line 0800-005-055. The LINE official account (ID @913vclmx) only sends notifications and offers no live agent.
- Email: ezway@tradevan.com.tw. Use “EZWay Password Reset and Mobile Number Change” as the subject line.
- Prepare ID details, old phone last 4 digits, new phone number and recent parcel information.
If a parcel is pending verification, ask the courier or forwarder to hold clearance while support handles the account.
Reinstall or re-register
Deleting the app does not cancel your account: one mobile number can be bound to only one ID number (one-to-one), the same ID cannot open a second account, and after reinstalling you still log in with the original account. Forcing a re-verification means that, since 2025-10-28, you have to verify with a physical National Health Insurance card in a card reader - far more effort. Rather than deleting and reinstalling, follow the complete EZWay app guide to check your registration and mandate status. See the section "Deleting your account and re-registering" below.
If you already completed full real-name verification or have clearance records, use forgot password or manual support instead.
Forwarder assistance
A forwarder cannot reset your password, but can help with parcel data, courier contact, time extension and tax review.
- Ask for an extension while you reset the password.
- Provide product name, declared value and parcel number for EZWay confirmation.
- Help interpret tax and clearance status.
Clearance issues you may hit after resetting
After resetting the password, check pending declarations and real-name status.
Pending parcel timeout
EZWay verification can have a time limit. Ask the courier or forwarder for an extension before the timer expires.
Supplementary documents
The app may ask for recent order screenshots, prices or recipient data. Upload them as instructed.
Real-name status issue
If the account shows partial verification, complete the in-app verification before new parcels arrive.
After login, check pending items, real-name status and recent declarations. This usually takes less than 5 minutes.
EZ Way account locked or login keeps failing - what should you do?
Bottom line: if your EZ Way account is locked or you keep failing to log in, the first step is to reset it yourself via "Forgot password" on the login screen. If you still cannot get in after resetting, contact the EZ WAY hotline on (02)7735-2812 (operated by Trade-Van) or e-mail ezway@tradevan.com.tw - it must be done by the account holder. For urgent clearance cases you can also call the customs toll-free line 0800-005-055.
- Reset via "Forgot password" first: most "lockouts" are really a mistyped password format (usually a missing special character or swapped upper/lower case), and a single reset clears it.
- If resetting does not help, switch to human support: the account holder provides their ID number, name and registered phone number so Trade-Van support can check the account status. The number of failed attempts and the lockout duration are not published officially, so the agent's answer is what counts.
- If you need to re-verify your identity: under the Ministry of Finance Customs Administration announcement of 21 October 2025, from 28 October 2025 anyone changing their details or required to re-verify must bring a physical National Health Insurance card and a card reader and complete "(MI52) Real-name Authentication Platform NHI Card Verification" at the Single Window (Customs Administration press release).
While you wait, if you have a parcel awaiting confirmation, contact the courier or HowBridge customer service first to arrange an extension so the deadline is not missed.
Got an "EZWay Account Long-Term Inactive Expiry Notice"? Here's What to Do
Bottom line: verify the sender first, then open the app and log in yourself — do not click links in the email. Since late August 2026, users have reported receiving an email titled "【EZWay】Account long-term inactive expiry reminder", stating the account has expired and is temporarily unusable, and asking them to log in promptly. Neither Tradevan nor Taiwan Customs has issued a public statement on this, so there is no official definition of "long-term" and no official account of what expiry actually means. The safest move is to verify your account yourself in the app rather than following links in the email.
- Check the sender domain first. Screenshots shared publicly by users show the sender as
ezway@i.tradevan.com.tw. EZ WAY is built and operated by Tradevan Information Services, and the official support address published by Taiwan Customs is on the sametradevan.com.twdomain. If the sender domain is not tradevan.com.tw, treat it as suspicious. - Do not click links in the email — open the app yourself. Whether or not the email is genuine, the safest check is to open EZ WAY and log in. If you can log in, your account works. Official notices never ask for your password, card number, or a money transfer — anything that does is a scam.
- If you genuinely cannot log in, reset. Follow the four reset methods on this page. If it still fails, the account holder should call EZ WAY support at +886-2-7735-2812 (Tradevan) to check the account status.
- Protect parcel deadlines first. If you have parcels awaiting confirmation while the issue is unresolved, contact your courier or HowBridge support to arrange an extension so nothing is returned for late confirmation.
What officials have NOT published (distrust any "exact" figure)
- How many months counts as "long-term inactive" — not published.
- What expiry actually does to the account and how to restore it — not published.
- Some users publicly report they had recently completed pre-authorization and could log in normally, yet still received this notice. These are individual user reports; neither Customs nor Tradevan has said whether this was a system error. Treat Tradevan support as the authority on your actual account status.
Compiled from information publicly available as of 2026-09-01: email content and sender address are quoted from screenshots users shared publicly; the official position is drawn from public statements by Taiwan Customs. If an official announcement is issued later, that announcement takes precedence.
After deleting the EZ Way app or your account, can you register again?
Bottom line: deleting the EZ WAY 易利委 app does not cancel your account. Under Customs Administration rules one mobile number can be bound to only one ID number (one-to-one), so the same ID cannot open a second account - just reinstall and log in with your existing details. If you have forgotten your password, reset it directly; do not try to fix it by deleting and re-registering.
"Delete it and start over" generally does not work with EZ Way: real-name authentication is tied to your ID number, and the official Q&A compiled by the media also states that the same person cannot register a second phone number (TechBang, 18 June 2020, "20 questions on real-name authentication"). So after deleting the app and reinstalling it, you will simply be taken back to the login flow for your existing account rather than being allowed to create a new one.
If you genuinely need to change your phone number or personal details, or to re-verify, the NHI card procedure has applied since 28 October 2025: you must bring a physical National Health Insurance card and a card reader and complete the check at the Single Window before anything can be processed (Ministry of Finance Customs Administration press release, 21 October 2025). That is far more effort than resetting a password - which is exactly why we recommend "reset first, don't re-register". For more on Taiwan's import customs rules and procedures, start from the complete guide to Taiwan import customs clearance.
How to avoid forgetting your EZWay password again
Low-frequency apps need a reliable password-saving method.
- Enable Face ID or fingerprint: faster daily login, but still keep the password.
- Use a password manager: iCloud Keychain, Google Password Manager, Bitwarden or 1Password are all suitable.
- Use a memorable rule: avoid birthdays, phone numbers and ID numbers.
- Keep a secure hint: store a hint safely instead of exposing the full password.
- Keep contact info current: update phone and email after changes.
How a forwarder can help
HowBridge Logistics can help with parcel and clearance information, while identity verification must still be completed by you.
- Early reminders: prepare EZWay before the parcel arrives.
- Declaration data: product name, value, parcel number and tax details.
- Time coordination: contact courier support when reset is in progress.
- Tax review: help check whether displayed taxes look reasonable.
- Multilingual support: help cross-border buyers track parcel status.
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Customs guide
Import tax and declaration flow
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Shipping estimate
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