Knowledge Base

Knowledge Base SafeNet Authentication Client software

How Sectigo Delivers Your Hardware Token, Tracking Number, and Token Password

Updated on October 1, 2026

Overview

Use this article to identify your delivery emails, prepare your computer, track your shipment, and find help with password access or a locked token.

Applies to

Orders that include a Sectigo-supplied hardware token for these products:

Organization Validation (OV) Code Signing
Extended Validation (EV) Code Signing
Document Signing
Ensured Document Signing
Electronic identification, authentication and trust services (eIDAS) certificates using a qualified signature creation device (QSCD), including Citizen, Employee, Seal, and Seal for the second Payment Services Directive (PSD2).

Why are the password and shipment details sent separately?

Your token password controls access to the private key used for signing, so Sectigo sends it in an encrypted message rather than including it in the shipment notification.

The shipment notification contains delivery information but no token password.

What you will receive

1. Encrypted token password email

Detail	What to expect
Sender	[email protected]
Subject	Sectigo Token Password — Order [your order number]
Contents	Your token password, order number, and password-change instructions
Encryption	Microsoft Purview Message Encryption

These details identify the password email described in the article.

You may need to verify your identity before viewing the encrypted message; follow the instructions provided in the email.

2. Shipment notification email

Detail	What to expect
Sender	[email protected]
Subject	Your Sectigo token has shipped — Order [your order number]
Contents	Carrier name, tracking number and link, destination, estimated arrival, customs information, and a reminder to look for the password email
Encryption	Not encrypted; contains no token credentials

These details identify the shipment notification described in the article.

The emails are sent separately, so check for both messages rather than expecting the password in the shipment notification.

3. Physical hardware token

Sectigo ships a SafeNet Universal Serial Bus (USB) token to the address on your order, using a carrier identified in your shipment notification, such as UPS, FedEx, DHL, or Canada Post.

What to do

Open the encrypted password email before the token arrives. Complete any identity-verification prompts and locate your token password and password-change instructions.
Track your shipment. Use the tracking number and carrier link in the shipment notification.
Install SafeNet Authentication Client (SAC). Prepare your computer by following Set up your Sectigo token using SafeNet
Connect the token and change the supplied password. When the token arrives, insert it into your computer and change its password in SAC, following the setup guidance and instructions in the encrypted email.
Begin signing. Follow How to use the token, smart card, and certificate for signing.

Troubleshooting

The shipment notification arrived, but the password email is missing

Check the administrator contact’s Junk or Spam folder and your organization’s email quarantine.

If the order uses a shared or role mailbox, confirm that the person monitoring it is looking for both messages.

If you still cannot find the password email, contact Sectigo Support for assistance.

You cannot open the encrypted password email

Follow the identity verification instructions in the message.

If you cannot access the password, contact Sectigo Support.

You have lost the password or locked the token

Contact Sectigo Support if you cannot find the supplied password, have forgotten a password you changed, or have locked the token.

Do not attempt an administrator login or initialize the token while seeking assistance.

Initialization erases the certificate and private key; do not use it as a password-recovery step.

Frequently asked questions

Which email address receives the messages?

Both emails go to the administrator contact on the certificate order.

Sending the password to a different address requires the change-of-contact process first.

Can I get the password by phone or chat?

Support cannot disclose the password to an unverified requester or redirect it to an address that is not on the order.

Contact Sectigo Support for assistance with password delivery to the administrator address on your order.

I ordered through a reseller. Who should I contact?

The token-delivery process is the same for reseller orders.

Contact your reseller for billing, payment, or order questions; contact Sectigo Support for missing password emails, password-delivery assistance, or a locked token.

Carrier websites

Use the link in your shipment notification for shipment-specific tracking; the following links open carrier websites, not your individual tracking record.