Knowledge Base

Once the order was submitted to Sectigo, the background verifications were carried out without any issues. We promptly dispatched an email to notify the customer about the enclosed Sectigo Certificate. Additionally, the customer should have already been sent a separate email containing the token/smart card password. In case the customer hasn't received this email, it's advisable to check their Spam, Junk, or Quarantined folders. If the password still hasn't been received, we recommend reaching out to Sectigo Support for assistance.

Please note the following: 

1. To use the token/smart card and certificate for signing, install the SafeNet Authentication Client (SAC). Use the password emailed to you to access the token/smart card /smart card initially. We recommend changing this password upon receiving the token/smart card. To download the SafeNet client, please go to the following link. 

       https:/www.sectigo.com/knowledge-base  

       Search for “SafeNet” and click on the search result as shown below. 


2. How to log on to your USB token/smart card   

 

IMPORTANT NOTE:  

• The password received in the email is NOT an Administrator password. 

• It is your token/smart card password.  

• To log in to the Token/smart card, use your password as shown in the screenshot on the left 

• If you lose the token/smart card password, Sectigo can help reset it. After three (3) unsuccessful login attempts, your token/smart card will be locked. Contact Sectigo support for assistance to unlock your token/smart card password. 

• Please note, if token/smart card password was mistakenly tried to log in as an Administrator, after 5 retries it will permanently lock the token/smart card. 

• Support Telephone: USA +1(888) 266-6361 and International +1(703) 581.6361 or +1(914) SECTIGO 

3. Once a Sectigo Certificate has been provisioned on a Token/smart card /smart card, it cannot be altered or changed in any way. If the token/smart card is initialized, the certificate and the private key on the token/smart card will be deleted. Additional charges will apply for a re-issuance of the certificate on a new token/smart card. Please contact Sectigo Support before you proceed.  

 

4. In some cases, a new certificate will need to be requested and re-provisioned on a new Token/smart card /smart card. You will be charged for the associated shipping and handling costs.  

EV/OV and Document Signing Certificate Token/smart card FAQ. 

Question: How can I track my order? 

Answer: Enter your UPS tracking number at https://www.ups.com. The tracking number is provided in your delivery confirmation email. 

Question: How can I find my UPS tracking number? 

Answer: Our Technical Team sent the UPS tracking number in an email confirming the shipment of your order. 

Question:  I need to change the delivery address, what should I do? 

Answer:  Use the UPS tracking page at https://www.ups.com to update the destination of your delivery. 

Question:  What happens if my delivery (token/smart card) is stuck at Customs? 

Answer:  If your token/smart card is held at any Port of Customs, you will be responsible for paying duties or taxes for the release of the token/smart card. Your token/smart card will be delivered to the specified mailing address. UPS may also charge these duties based on the destination country and on behalf of customs to release your package.  

Question: Help! I deleted the contents of my token/smart card, what do I do? 

Answer: For orders placed directly with Sectigo or one of our affiliates, please contact Sectigo Technical Support at https://sectigo.com/support-ticket. For orders placed through a reseller, please contact your vendor (reseller) directly for further assistance.  

Question: Where is the password associated to my token/smart card? 

Answer: Our Technical Team sent the UPS tracking number in an email confirming the shipment of your order. This email also contained your password. 

Question: How do I change (or manage) the password associated to my token/smart card? 

Answer:  For assistance with any password related issues, please contact Sectigo Technical Support, https://sectigo.com/support-ticket. 

Question:  I mistakenly re-initialized my token/smart card, what do I do? 

Answer:  If you re-initialized your token/smart card, please contact Sectigo Technical Support, https://sectigo.com/support-ticket.  

 

If you have any additional questions, please contact Sectigo Technical Support for further assistance. 

Support Telephone: USA +1(888) 266-6361 and International +1(703) 581.6361 or +1(914) SECTIGO 
Support Website: https://sectigo.com/support 

Create a Support Ticket: https://sectigo.com/support-ticket 

Knowledge base: https://sectigo.com/knowledgebase