Knowledge Base

Overview

This article helps you search the correct mailbox, investigate email quarantine, and provide the information Sectigo Support needs to investigate a missing token-password email.

Applies to

Sectigo hardware token orders.

1. Search your entire mailbox

Look for these email details:

Detail	Expected value
Subject	Sectigo Token Password — Order [your order number]
Sender	[email protected]

These are the subject and sender identified for the token-password email.

Search for Sectigo Token Password or your order number across all folders—not just your inbox.

In Outlook, use Current Mailbox or All Mailboxes, rather than Current Folder.

Check these locations:

• Junk Email or Spam
• Other, if you use Focused Inbox
• Archive
• Folders used by mailbox rules
• Deleted Items.

The displayed sender and subject help you locate the message but do not, by themselves, establish authenticity.

2. Confirm the intended recipient

The token-password email goes to the administrator contact on the certificate order, who may differ from the person purchasing or setting up the token.

Do not assume that the purchaser’s mailbox is the intended destination.

If your order is managed in Sectigo Certificate Manager, check the order’s administrator contact there.

For other order channels, check your available order records or contact Sectigo Support for assistance identifying the intended recipient.

Ask the order administrator to search their mailbox for the token-password email using the subject, sender, and folder checks in Step 1.

3. Ask your email administrator to investigate quarantine

The Sectigo token-password email may be held by your organization’s email gateway without appearing in the recipient’s Junk or Spam folder.

Ask your Information Technology (IT) team or email administrator to investigate the missing message using:

• The intended recipient’s email address
• Sender [email protected]
• Subject Sectigo Token Password — Order [your order number]
• Your order number and relevant shipping-notification details.

Your email administrator should verify the message’s legitimacy before releasing it under your organization’s security policy.

Do not bypass security controls or permanently allowlist a sender as a general troubleshooting step; any filtering changes should be reviewed by your email-security team.

4. If you found the email but cannot open it

Finding the Sectigo encrypted token-password email but being unable to read its protected contents is an access problem rather than a missing-email problem.

Contact Sectigo Support and explain that the message is present but cannot be opened.

Include the error message you see, if any, but do not include your token password or an email-access passcode.

5. If the email remains missing

After searching the intended recipient’s mailbox and asking your email administrator to investigate quarantine, contact Sectigo Support.

Provide:

• Order number
• Tracking number, if available from the shipping notification
• Administrator email address on the certificate order
• Checks completed, including mailbox folders and email-gateway quarantine.

Ask Support to investigate the missing email and review whether an encrypted-email resend is appropriate; do not assume a resend is automatic.

Do not request that the password be sent in an unencrypted email, disclosed in chat, or redirected to an address that is not on the order.

Adding or changing an order contact requires the change-of-contact process.

Prepare for future orders

Use a monitored mailbox for the administrator contact so authorized recipients can identify and retrieve order messages.

Confirm that the contact details are current before placing another order.

Ask your email administrator to review recurring delivery problems under your organization’s security policy rather than applying blanket allowlisting.

Need help?

• Support ticket: https://sectigo.com/support-ticket
• United States: +1 (888) 266-6361
• International: +1 (703) 581-6361.