Knowledge Base

Overview 

This article answers common questions about the hardware certificate tokens that Sectigo ships for Extended Validation (EV) and Organization Validation (OV) code signing, document signing, and electronic IDentification, Authentication and trust Services (eIDAS) certificates. By reading it, you will know how to track your token delivery, what to do if a shipment needs rerouting or is held at customs, where to find your token password and how to manage it, and who to contact if you delete a certificate or re-initialize your token by mistake. Tokens are shipped by United Parcel Service (UPS). 

Delivery and tracking 

How can I track my order? 

Use the UPS tracking page together with the tracking number provided in the delivery confirmation email sent to your case. 

Where is my UPS tracking number? 

Check your email. When your order ships, a member of the Sectigo Validation team sends a confirmation email that contains your UPS tracking number. 

How do I change my delivery address? 

Contact UPS immediately to reroute the package and update its destination. You can start from the UPS tracking page. 

What happens if my token is held at customs? 

If your eToken is held at a customs port, you are responsible for paying any duties or taxes before the package can be released to your mailing address. UPS may charge these duties on behalf of customs, based on the destination country. The details are also included in the delivery confirmation email sent to your case. 

Token password 

Where can I find my token password? 

Check your email. When your order ships, a member of the Sectigo Support and Validation team sends a confirmation email; this email also contains your token password. 

How do I change or manage my token password? 

For help with any password issue, contact Sectigo Certificate Technical Support. 

Recovering from token issues 

What should I do if I deleted my certificate? 

For orders placed directly with Sectigo or one of our affiliates, contact Sectigo Certificate Technical Support. For orders placed through a reseller, contact your reseller directly for further assistance. 

What should I do if I re-initialized my token by mistake? 

For orders placed directly with Sectigo or one of our affiliates, contact Sectigo Certificate Technical Support. For orders placed through a reseller, contact your reseller directly for further assistance.