FAQs

Overview

Use this article to restore access to Sectigo Certificate Manager (SCM), or to collect the information Sectigo Support needs to investigate. It explains how to find your SCM login address, which contains your organization's customer Uniform Resource Identifier (URI), and how to identify your authentication method. It then covers Sectigo Authentication Service (SAS) login and password reset, lost access to multifactor authentication (MFA), Standard and API authentication issues, and what to send to Sectigo Support.

Find your SCM login address

Each organization signs in to Sectigo Certificate Manager (SCM) at a customer-specific login address. Use the environment assigned to your account, and replace specific-uri with your organization's customer Uniform Resource Identifier (URI).

Environment	Customer-specific login address
Standard	https://cert-manager.com/customer/specific-uri(opens in new window)
Europe	https://eu.cert-manager.com/customer/specific-uri(opens in new window)
High assurance	https://hard.cert-manager.com/customer/specific-uri(opens in new window)

Identify your authentication method

Your SCM administrator account uses one of three authentication methods. Identify your method before you troubleshoot, because each method has a different recovery process.

• Sectigo Authentication Service (SAS): You select Sectigo Authentication Service on the SCM login page.
• Standard authentication: You sign in with credentials that are managed in SCM.
• API authentication: Integrations and API administrators use this method. API authentication is not a login method for the SCM portal.

Log in to SCM with SAS for the first time

To sign in to Sectigo Certificate Manager (SCM) with Sectigo Authentication Service (SAS) for the first time, create a SAS account with your SCM administrator email address, and then sign in.

1. Open your customer-specific SCM login address (for example, https://cert-manager.com/customer/specific-uri ). The Europe and High assurance environments use different addresses. See Find your SCM login address.
2. Select Sectigo Authentication Service.
3. If you do not have a SAS account, select Sign Up.
4. Register with the same email address that is assigned to your SCM administrator profile.
5. Return to your customer-specific SCM login page and select Sectigo Authentication Service again.
6. Sign in with your registered email address and the password you created during registration.

Note: Use your own registered administrator email address. The address [email protected] is an example only.

Reset a forgotten SAS password

If you forget your Sectigo Authentication Service (SAS) password, reset it from the SAS login page. Then sign in to Sectigo Certificate Manager (SCM) with the new password.

1. On the SAS login page, select Forgot Password.
2. Enter your registered email address, and follow the instructions sent to that address.
3. After you reset the password, return to your customer-specific SCM login page.
4. Select Sectigo Authentication Service, and sign in with the new password.

Note: Resetting your SAS password does not automatically reset your multifactor authentication (MFA) configuration.

Recover from lost access to MFA

If you lose access to your multifactor authentication (MFA) method, for example because you replaced your phone, the recovery process depends on whether you can still sign in to Sectigo Certificate Manager (SCM).

Update MFA when you can still sign in to SCM

If you can still sign in to SCM, replace your multifactor authentication (MFA) method from your profile.

1. Sign in to SCM, and select your profile in the upper-right corner.
2. Select My Profile.
3. Under My Account, select Manage.
4. Open the Security section.
5. Remove or update your existing MFA method.
6. Set up an authenticator application, and follow the on-screen instructions.

Recover MFA when you cannot sign in to SCM

If you cannot sign in to SCM because you lost access to multifactor authentication (MFA), contact Sectigo Support or your authorized account contact to recover your Sectigo Authentication Service (SAS) account. A SAS password reset does not reset MFA.

Fix Standard authentication login issues

If an administrator who uses Standard authentication cannot sign in to Sectigo Certificate Manager (SCM), another authorized SCM administrator must set a replacement password.

1. Contact an authorized SCM administrator who has permission to edit the affected Standard administrator account. If needed, contact your account's Master Registration Authority Officer (MRAO) administrator.
2. The authorized administrator signs in to SCM and goes to Settings > Admins.
3. The authorized administrator edits the affected Standard administrator account.
4. The authorized administrator opens the Authentication section and updates the password with the options available in SCM.
5. The authorized administrator shares the replacement password securely with the affected administrator.
6. The affected administrator signs in and follows any password-change instructions that SCM displays.

Note: Do not send passwords through an unsecured channel. Use your organization's approved method to share temporary or replacement credentials.

Fix API authentication issues

API authentication issues in Sectigo Certificate Manager (SCM) need a different process from portal login issues. Do not use the Standard authentication password-reset procedure for an API administrator. Investigate API access separately, based on the authentication method configured for the integration, such as an API credential, a certificate, or a key.

Information to include when you contact Sectigo Support

If you cannot restore access to Sectigo Certificate Manager (SCM), contact Sectigo Support. To help speed up the investigation, provide:

• Customer name and SCM customer Uniform Resource Identifier (URI)
• Email address of the affected administrator
• Authentication method: Sectigo Authentication Service (SAS), Standard, or API
• Exact error message, and a screenshot if available
• Approximate time of the failed login attempt, including the time zone
• Troubleshooting steps you already completed

Note: Do not include passwords, private keys, API secrets, or authentication codes in screenshots, tickets, or email messages.

Similar questions

• Why can't I log in to Sectigo Certificate Manager?
• How do I reset my SAS password for SCM?
• What do I do if I lost my MFA device for SCM?
• How do I reset a Standard administrator password in SCM?
• Where do I find my SCM login address?