If you forget the browser or token password that protects your private key and certificate, you will be unable to access the private key for your certificate. IdenTrust does offer online certificate replacement for State of Washington subscribers who hold Intermediate and High Assurance Level Signing Certificates. You must have your account number (found in your Welcome Kit) and your account passphrase. You can then access the Certificate Management Center (CMC). This will allow you to create a new password, and then replace your certificate. If you don't have your account number, IdenTrust Customer Support can provide that to you. For more information regarding a certificate replacement, see How do I do a certificate replacement?

If you forget the passphrase that you provided when you applied for your certificate, you can request passphrase assistance at the retrieval pages through CMC. After providing some identifying information, you will receive an e-mail message containing a URL and a security code for accessing the passphrase reset site. At this secure site, you can provide the answers to your secret questions (which you provided during registration or in CMC), and if you answer them correctly, you will be allowed to change your passphrase.

IdenTrust also offers encryption key recovery for State of Washington subscribers who hold Intermediate and High Assurance Level Signing and Encryption Certificates. This process can also be done through CMC, providing you have your account number and account passphrase. The cost for encryption key recovery will be dependent on the type of private key storage mechanism in place. Please contact IdenTrust Customer Support for additional information on the associated costs or assistance.

If you are a Roaming Certificate Holder and you forget your Roaming Password, you can reset it in the CMC. Resetting your Roaming Password initiates the generation of new keys and certificates that will replace those for which you have forgotten the password. This process will not alter the properties of your certificate and will be transparent for you.