Knowledge Base

Overview

This article answers common questions about the hardware certificate tokens Sectigo ships for Extended Validation (EV) Code Signing, Organization Validation (OV) Code Signing, Document Signing, and eIDAS certificates. It explains how to track token shipments, locate delivery information and token passwords, handle customs-related issues, and obtain support for token or certificate-related incidents. Tokens are shipped through UPS.

Delivery and Tracking

How can I track my order?

Use the UPS Tracking Page and the tracking number provided in your delivery confirmation email.

Where can I find my UPS tracking number?

Your UPS tracking number is included in the delivery confirmation email sent when your order ships.

What information is included in the shipping confirmation email?

The shipping confirmation email may include:

• UPS tracking number
• Delivery information
• Token password

Refer to the email sent when your order was shipped.

How do I change my delivery address?

Contact UPS as soon as possible to request a delivery reroute and destination update. Use the UPS tracking information from your shipping confirmation email when contacting UPS.

What happens if my token is held at customs?

If your token is held at customs, you are responsible for paying any required duties, taxes, or customs fees before the shipment can be released. Depending on the destination country, UPS may collect these charges on behalf of customs authorities. Additional shipment details are included in the delivery confirmation email.

Token Password

Where can I find my token password?

Your token password is included in the shipping confirmation email sent when your order ships.

How do I change or manage my token password?

For assistance with token password management or password-related issues, contact Sectigo Certificate Technical Support.

Token and Certificate Recovery

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

If the order was placed directly with Sectigo or a Sectigo affiliate, contact Sectigo Certificate Technical Support.

If the order was placed through a reseller, contact your reseller for assistance.

Before contacting support

Have the following information available:

• Order number
• Tracking number (if applicable)
• Certificate details
• Relevant account information