Knowledge Base

Overview 

Sectigo supplies hardware tokens for Extended Validation (EV) Code Signing, Organization Validation (OV) Code Signing, Document Signing, and eIDAS certificates. This FAQ covers how your token and credentials are delivered, how to track the shipment, and where to go when something goes wrong. 

The one thing to know: you receive two separate emails. A plain one with your tracking number, and an encrypted one with your token password. Both come from [email protected]. 

Delivery and credentials 

Why do I get two emails?

Your token password unlocks a private key that can sign software or legally binding documents. Sending it in an ordinary email would leave it readable in transit and stored in plaintext in your mailbox. Splitting the delivery protects the shipment and the credential independently. 

Where is my token password?

In the encrypted email, subject Sectigo Token Password — Order [your order number], sent a few minutes before your shipping notification. It is not in the shipping notification. See I Can’t Find My Token Password Email | Sectigo® Official . 

What does the shipping notification email contain?

Your order number, the carrier, your tracking number and tracking link, delivery information, and customs guidance — plus a reminder to look for the encrypted email. It does not contain your token password. 

How do I open the encrypted email?

 Most people open it in one or two clicks. If your provider is not recognised, you receive a one-time passcode by email. Step-by-step: How to Open Your Encrypted Token Password Email from Sectigo | Sectigo® Official. 

I got the tracking email but not the encrypted one.

Almost always filtering rather than a failure to send. Search all folders, check Junk, and ask IT to check your mail gateway quarantine — seeI Can’t Find My Token Password Email | Sectigo® Official . 

How do I know these emails are really from Sectigo?

Both come from [email protected], reference your order number, and ask you for nothing. See How to Verify a Sectigo Token Email Is Genuine | Sectigo® Official  

Tracking and shipping 

Which carrier do you use?

It varies per shipment. We ship with UPS, FedEx, DHL and Canada Post, and the carrier for your order is named in the shipping notification email. 

Where is my tracking number?

 In the body of the shipping notification email, subject Your Sectigo token has shipped — Order [your order number]. Search your mailbox for "Sectigo token has shipped". 

How do I track my order?

Use the tracking link in the email, or enter your tracking number on the carrier's own site. Full detail:Token Shipping, Delivery, and Customs FAQ | Sectigo® Official 

How do I change my delivery address?

Contact the carrier directly and request a reroute using your tracking number. Sectigo cannot redirect a parcel after it has shipped. 

What if my token is held at customs?

You are responsible for any duties, taxes, or customs fees required to release the shipment. Contact the carrier with your tracking number to find out what is outstanding. 

Using the token 

How do I set the token up?

Install the SafeNet Authentication Client, insert the token, and change the password immediately — Set up your Sectigo token using SafeNet. 

How do I change or manage my token password?

Change it yourself in the SafeNet Authentication Client using Change Token Password, and do it as soon as the token arrives. Contact support only if the token is already locked. See Token Password Best Practices | Sectigo® Official . 

What are the attempt limits?

Five incorrect user password attempts lock the token — recoverable through Sectigo Support. Five incorrect attempts at the administrator prompt lock it permanently and the certificate is lost. The password we send you is the user password; you do not have an administrator password. 

My token isn't detected on Windows.

See Troubleshoot a SafeNet USB token not detected on Windows. Note that Windows Remote Desktop does not pass tokens through. 

Why does my certificate need a token at all?

 Industry rules and, for eIDAS, law require the private key to be generated on and never leave certified hardware. See [Why code signing, document signing, and eIDAS certificates require a hardware token]. 

Recovery 

I deleted my certificate or re-initialized my token. What should I do?

The certificate and private key are gone and cannot be recovered. A new certificate must be ordered on new hardware.  

My token is locked.

If it locked after five user password attempts, Sectigo Support can unlock it — open a ticket with your order number and token serial. Do not try the administrator prompt. 

I lost my token.

Treat it as a security incident: open a ticket immediately and request revocation, then order a replacement. 

Who do I contact — Sectigo or my reseller?

For anything technical — unlocking a token, resending a password, a missing email — contact Sectigo directly at https://sectigo.com/support-ticket, whether you ordered direct or through a reseller. For billing, payment, or ordering a replacement, contact whoever you bought from. 

What information should I have ready before contacting support?

Your order number, token serial number, the administrator email address on the order, certificate details, the tracking number if the shipment is relevant, and a description of what you have already tried. 

Related Articles:

https://www.sectigo.com/knowledge-base/detail/set-up-sectigo-token-using-safe-net-for-certificates
https://www.sectigo.com/knowledge-base/detail/troubleshoot-a-safenet-usb-token-not-detected-on-windows
Token Password Best Practices | Sectigo® Official