Knowledge Base

Overview 

Use this article to identify your Sectigo encrypted token-password email, open it using an account or one-time passcode, and troubleshoot access problems. 

Important: The one-time passcode opens the encrypted email; it is not the password used to unlock your hardware token. 

Applies to 

Orders that include a Sectigo-supplied hardware token for Organization Validation (OV) Code Signing, Extended Validation (EV) Code Signing, Document Signing, or electronic identification, authentication and trust services (eIDAS) certificates using a qualified signature creation device (QSCD). 

Identify the email 

Look for these details in the administrator contact’s mailbox: 

The article identifies these as the token-password email’s subject and sender. 

A displayed sender and subject help you locate the message, but do not by themselves establish authenticity. If the message is unexpected or suspicious, contact Sectigo Support before opening its links. 

If you cannot find the email, check Junk or Spam and ask your Information Technology (IT) team to investigate your organization’s mail quarantine. 

Open the encrypted email 

Choose the option supported by your account and shown on the message-access page. 

Option 1: Microsoft 365 or Outlook.com 

1. Open the Sectigo encrypted token-password email in Outlook. 

2. If the protected contents appear directly, read the message there; an encryption or rights-protection banner may appear. 

3. If the contents do not appear, select Read the message. 

4. If prompted, sign in with the Microsoft account associated with the intended recipient. 

5. Locate your hardware token password in the protected message. 

Option 2: Another supported email account 

1. Open the Sectigo encrypted token-password email and select Read the message. 

2. Review the available sign-in options; if a suitable account-provider option is offered, select it. 

3. Sign in using the account associated with the intended recipient. 

4. Locate your hardware token password when the protected message opens. 

5. If an appropriate sign-in option is unavailable or sign-in fails, use the one-time passcode option below, if offered. 

Option 3: One-time passcode 

1. Open the Sectigo encrypted token-password email and select Read the message. 

2. Select Sign in with a one-time passcode, if available. 

3. Check the intended recipient’s mailbox for a separate passcode email from Microsoft. 

4. Keep the message-access page open while retrieving the code. 

5. Enter the passcode on that page to open the protected message. 

6. Locate your hardware token password inside the message. 

If the passcode expires, request a new one using the message-access page. 

Troubleshooting 

You cannot find the token-password email 

Check the intended recipient’s Junk or Spam folder and your organization’s mail quarantine. 

If the email remains missing, contact Sectigo Support. 

The message-access page is blank or does not load 

Try another browser or a private browsing window, where permitted by your organization. 

If the problem continues, ask your IT team to investigate browser or network restrictions; do not disable security protections or bypass corporate controls. 

You see “You don’t have permission to view this message” 

Check whether a different account is signed in; sign out and try again using the intended recipient’s account. 

If access still fails, contact your IT team or Sectigo Support rather than assuming that forwarding the message grants access. 

The one-time passcode email does not arrive 

Check Junk or Spam, then ask your IT team to investigate mail filtering and quarantine. 

Do not request broad allowlisting or changes to security controls without your IT team’s review. 

Shared-mailbox access does not work 

Try opening the Sectigo encrypted token-password email in Outlook on the web. 

If access still fails, ask your IT team to review the mailbox permissions and supported access method. 

Access fails on a mobile device 

Try an organization-approved desktop browser, particularly if you are accessing the message through a shared mailbox. 

Your organization blocks the encryption portal 

Contact your IT team and Sectigo Support for assistance. 

Do not bypass the block or request that the password be sent in an unencrypted email. 

A colleague cannot open a forwarded message 

Forwarding the encrypted message does not automatically authorize another person to view its contents. 

Ask Sectigo Support about recipient-access issues; do not retrieve and share the token password merely to work around the access restriction. 

Related article 

Set up your Sectigo token using SafeNet. 

Need help? 

• Support ticket: https://sectigo.com/support-ticket 

• United States: +1 (888) 266-6361 

• International: +1 (703) 581-6361. 

Do not include your token password or email-access passcode in a support request.