EV / Document Signing Certificate Token FAQ


Question: How can I track my order?
Answer: Please use the UPS tracking page https://www.ups.com/track?loc=en_US&requester=ST/ and tracking number provided in the delivery confirmation email sent to your corresponding case.

Question: Where is my UPS tracking number?
Answer: Please check your email. A member of our Validation team would have sent you an email confirming the shipment of your order.

Question: I need to change the delivery address, what should I do?
Answer: Please use the UPS tracking page https://www.ups.com/track?loc=en_US&requester=ST/ to update the destination of your delivery.

Question: What happens if my delivery (token) is stuck at Customs?
Answer: As described in the delivery confirmation email sent to your corresponding case. Should your eToken be held at any Port of Customs, you will be responsible for paying duties or taxes for the delivery to be released to your specified mailing address. UPS (Shipping company) may charge these duties based on the destination country and on behalf of customs to release your package.

Question: Help, I deleted my token content, what do I do?
Answer: For orders placed directly with Sectigo or one of our affiliates, please contact Sectigo Certificate Technical Support https://sectigo.com/support-ticket
For orders placed through a reseller, please contact your vendor (reseller) directly for further assistance.

Question: Where can I find the password associated to my token?
Answer: Please check your email. A member of our Support and Validation team would have sent you 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?
Answer: For assistance with any password related issues, please contact Sectigo Certificate Technical Support https://sectigo.com/support-ticket

Question: I mistakenly re-initialized my token, now what?
Answer: If you re-initialized your token, please contact Sectigo Certificate Technical Support https://sectigo.com/support-ticket