FAQ (IGC Standard)

Part 1:

Forms sent to IdenTrust are sometimes missing required information such as the organization officer’s signature, title, email and/or phone number, as well as the date it was signed. It’s also possible the form does not show the organization name and/or address that was listed on the online application.

If information is missing, you will receive an email outlining what was missing on the form, as well as a copy of a blank Part 1 form.

Part 2:

Forms require a number of fields to be filled out, some of which sometimes get missed. Most common fields are the signatures of the applicant and/or notary, specific details about the IDs presented for verification, and the email address either missing or not matching that listed on the application. There can be other errors with the form as well.

If information is missing, you will receive an email outlining what was missing on the form, as well as a copy of a blank Part 2 form.

Please send the complete, original form(s) to: 

 IdenTrust Registration
 5225 Wiley Post Way, Ste 450
 Salt Lake City, UT 84116

You may also email the completed form to [email protected], from the email address provided during your online application. 

Your initial application for the IdenTrust Global Common (IGC) digital certificate will remain open for 45 days which will give you time to complete and submit your forms packet if required, and electronically verify your email. When 45 days has elapsed without usable paperwork being submitted or email verification, the application will close and you will need to complete a new application.

For Medium Assurance Certificates:
Once the notary or Trusted Agent signs the Part 2 form verifying your ID documents, a 90-day countdown begins. This means that you have 90 days from that date to send in your forms, be approved for the certificate and to retrieve the certificate. This is a requirement of the certificate policy and as such, once the 90 day window has passed a new application and forms packet will need to be completed.

For Basic Assurance Certificates:
Once you have completed email verification and been approved for the digital certificate, a 90-day countdown begin. This means that you have 90 days to retrieve the certificate. This is a requirement of the certificate policy and as such, once the 90 day window has passed a new application and forms packet will need to be completed.

Once an application has closed, it cannot be reopened.

The application requires that multiple verification steps be completed before it can be approved. Because of this, the approval process cannot be expedited. 
You do have the option to request expedited shipping of the activation kit once the application has been approved. You may select expedited shipping during the application process, or you may contact our Support team at (888) 339-8904 to request and pay for expedited shipping with either a FedEx account number, or your credit card. 

Please note: Once your application is approved, it will take up to 24 business hours for the activation kit to ship. 

Yes. After you have submitted a purchase order, IdenTrust will provide Voucher Numbers that you can distribute to applicant(s).  These vouchers are used during the application process as the method of payment.

The purchase order process requires that you also submit a completed voucher form. 

• ECA Certificates Voucher Order Form
• IGC Certificates Voucher Order Form
• TrustID Certificates Voucher Order Form

Purchase order requests under $500 cannot be accepted.

Please fax purchase orders for digital certificates and/or hardware to 1 (801) 415-7083.

You may check the status of your order by logging into your account with your application ID and account password. 
To check your status, click here: Application Status

Certificates are processed in the order each request is submitted, and the required paperwork is received. Once approved, an email is sent to the certificate requestor which will allow immediate certificate retrieval. If the certificate request includes a USB Token or Smart card, the hardware will be shipped to the mailing address provided during the online registration.

Unfortunately, no. Each certificate must be applied for individually by the person who needs it. 

When applying for a certificate, our Certificate Selection Wizard will assist you in choosing the best certificate to meet your needs.

When IdenTrust is verifying your identity, certain ID information is required such as the driver's license, social security card, or other details. If we are unable to verify those details, you will be asked via email to submit notarized documentation supporting what is listed on your application. Without this information, we cannot approve your certificate application.

Please have a copy of the document(s) notarized and mail to: 

 IdenTrust Registration
 5225 Wiley Post Way, Ste 450
 Salt Lake City, UT 84116 

Sometimes the required ID fields are missing details, such as the legal name, issue/expire date or document title. A copy of your ID is needed to confirm the missing details and to authenticate your identity.  If the details cannot be authenticated, a new Part 2 form will be requested.

If the serial/unique number is missing from the field, a new Part 2 form must be completed and sent in for processing. The original or notarized copy of the original document(s) should be sent to:

 IdenTrust Registration
 5225 Wiley Post Way, Ste 450
 Salt Lake City, UT 84116 

Address and phone verification are a necessary part of the identity verification required to obtain a digital certificate. If you receive an email requesting documentation, be sure to send either the original, or a notarized copy of the document.

Accepted documents are:

• Driver's license or state ID
• Utility bill dated in the last 30 days
• Phone bill dated in the last 30 days
• Rental agreement
• Other documents can be reviewed on a case by case basis.

Please mail the original or notarized copy of the confirming document to:

 IdenTrust Registration
 5225 Wiley Post Way, Ste 450
 Salt Lake City, UT 84116


Please contact [email protected] for more information on the document you would like to submit. 

Digital certificates retrieved into a browser, also known as software certificates, are intended to be used mainly from a single computer. As no additional device is required, software certificates are relatively inexpensive.

Digital certificates retrieved into a portable hardware device such as USB token or Smart card, not only can be used from multiple computers, but also offer additional security via the built-in second factor authentication feature. Certificates stored in hardware devices can also be configured for Client Authentication for faster secure login sessions.

The decision to opt for a software or a hardware certificate is mainly predefined by the sponsoring organization (business); at an individual level, the applicant should weigh-in if the additional security and portability benefits are worth the hardware expense. 

Note: Be sure to check with your relying party or program to determine if it requires a specific type of storage:

• Software
• USB token
• Smart card 

The IGC certificate policy requires certain forms of ID be provided at the time of in-person identification with the notary. Please be certain that all fields in your application form are completed to avoid delays in the approval process.

View our pdf document Identity Verification for IGC Certificates for detailed instructions.

To maintain the integrity of the information provided to IdenTrust, we are unable to make any alterations to the details entered during the online registration process.  If you do find a mistake that must be corrected, please cancel the application and submit a new application for processing. New paperwork (if required for the certificate type) must match the details of the new application you submit.

You may contact our Support team at 1 (888) 248-4447 to request the application be cancelled. 

Once your application has been approved the information cannot be updated in your certificate.  However, certain information provided during your initial application can be updated via our Certificate Management Center.  Some information can be updated immediately, while others will have to wait for the renewal process. Some changes will require you submit a new certificate application.  A few examples of changes include:

My mailing address has changed.

You can update the mailing address on your account at any time through the Certificate Management Center.

1. In the section titled 'Manage Your Account Information', select 'View/Update Account Information'.
2. Make the needed changes and select 'Finish'.

My headquarters address has changed, or my company's name has changed.

Unfortunately, you are unable to make changes regarding your organization name and/or address.  A new application will have to be submitted with the new organization information.

If you use the certificate to gain access to a federal or state agency, you may have to re-register with the new company information prior to being able to use the new certificate. Please contact the appropriate agency for further clarification.

My email address has changed. 

You will have the option to change the email address associated with your certificate during the renewal process. It cannot be changed prior to a renewal.

 

My name has changed.

You will be asked to confirm your name during the renewal process, at which time you can update to your current legal name.  You may be asked to send in proof of the name change if our Registration Department is unable to verify it.

• Marriage Certificate
• Divorce Decree (1st, last and page showing the name change)
• Other court-issued documentation

If you require a certificate with your new name, you will need to purchase a new certificate.
 

You may access your account through the Certificate Management Center by logging in with your certificate. 

A voucher is an alpha numeric sequence that is provided by IdenTrust as an alternative payment method to a credit card. You will provide the voucher number during the online registration as a method of payment.

You can obtain a voucher number from IdenTrust using a purchase order or paying with a credit card.

Purchase ECA | Vouchers

Purchase IGC Standard | Vouchers

Purchase IGC Prescribing | Vouchers

Purchase IGC Agencies | Vouchers

Purchase IGC Notaries | Vouchers

Purchase TrustID Vouchers

You may select the appropriate required forms packet in our Document Library.

• ECA | Forms
• IGC | Forms
• TrustID | Forms

Please be sure to select the correct forms packet. If you are unsure, please contact our Support team at [email protected] for assistance.

As required by the governing certificate policy, you may be asked to provide additional documentation needed to process your application. If necessary, this additional document request will be sent via email. Please read the full email to identify what document is being requested and follow the steps outlined to provide requested documentation.
 

The identity proofing for the Part 2 - ID Form can be completed in-person by either a notary, your organization's Trusted Agent, or an IdenTrust Registration Analyst.

If you are in the Salt Lake City, UT area, you may schedule an in-person session with our Registration team. Please contact our Support team at (800) 748-5360.

Order Numbers are a good solution for organizations that would like to purchase a large quantity of certificates, but do not want to have to manage multiple voucher numbers. 

When an Order Number is requested and approved, the organization's Order Number administrator will receive the Order Number as well as a custom URL which can then be distributed to those who need to obtain the digital certificate. 

To request an Order Number, please send an email to <a href="mailto:[email protected]">[email protected]</a> and provide the following:

• Which certificate you would like to order
• For hardware-based certificates, if you would like the USB token or a Smart card
• How many certificates are needed
• With which program do you plan to use the certificate

Payment is not collected until the application for the certificate has been approved; however, the credit card is authorized and funds are placed on hold. Certificates that are not affiliated with a business have an additional authorization hold placed:

• As part of the identity verification process the credit card has a $1.00 authorization hold placed on it. This authorization hold will remain on the card for 3-5 business days, dependent on the bank. 
• An additional hold, in the amount of the certificate cost is also placed on the credit card when entered on the payment page of the application. This authorization hold will also remain on the card for 3-5 business days. Once the certificate application is approved the card will be charged and the funds will be collected by IdenTrust.

A Non-U.S. applicant is anyone residing and/or working outside of the United States. Non-U.S. applicants are eligible to apply for the following certificate types:

• ECA | Certificates - Applications accepted in a limited number of approved countries.
• TrustID | Business Identity Certificates - Applications accepted in all countries except those restricted by the U.S. Federal Government.
• TrustID | Secure Email Certificates - Applications accepted in all countries except those restricted by the U.S. Federal Government.
• TrustID | FATCA Certificates - Applications accepted in all countries except for those restricted by the U.S. Federal Government.
• IGC | Business Identity Certificates - Applications accepted in all countries except those restricted by the U.S. Federal Government.
• IGC | Device Certificates - Applications accepted in a limited number of approved countries.

View our Supported Countries list.

You will be provided with a retrieval kit and instructions for using our online website to retrieve your certificate, found HERE. You will need to provide the Account Password that you chose when you applied for your certificate. 

As a security measure, your activation code is valid for only one use.  If your computer has had hardware or software problems and your certificate has been lost or corrupted, you will need to replace your certificate. If you wish to use your certificate on another computer, you will need to export your existing certificate to that computer.

Visit our How Do I library for information about how to replace or export your certificate.

You will be asked whether you want to change your Account Password during the renewal process. Please be aware that this is not the same as the Certificate Password you use with your digital certificate (although you may have chosen the same code for both Account Password and Certificate Password).  Unless you are confident that you will remember a new Account Password, we suggest that you do not change it. As a reminder, changing the Account Password will not change the Certificate Password you use with your certificate. 

Learn more about the differences between Account and Certificate passwords. 

ECA (DOD), IGC and TrustID certificates cannot be renewed after they expire. If your certificate has expired, you will need to apply for a new certificate. 

Once we receive your renewal request, our Registration team will review and determine if new forms are required. If no additional documents are needed your request will be approved and you will receive an email notification with instructions to retrieve the renewed certificate.

If new forms or other supporting documentation is needed to approve the request you will be notified by email. Your renewal request will be processed once the documentation is provided. to you. 

If you are having trouble logging in to the Certificate Management Center (CMC), make sure that your browser is not blocking pop-ups for this site. If you are unable to login because you have forgotten your Account Password, you have the option to reset your password via the CMC. This option is available by clicking the link I forgot my account password in the CMC login page. Once you have reset your account password you should be able to access the CMC.

In order to renew your certificate before it expires, if you have a software certificate you must be on the computer where your certificate is currently stored.  If your certificate is stored in a Smart Card or USB Token you must have the device attached to the computer that has the Smart Card or USB Token software .  When you login to the Certificate Management Center, a window will appear with your name in it. You must highlight your name and click "OK". If your name is not in the box, it means that your certificate is not on the computer you are using. Other suggestions:

• If your certificate is on another computer, please renew it from that computer. 
• If your certificate is no longer on any computer, you will need to replace your certificate first and then renew it. 

For additional information about managing your certificate, visit our How Do I library.

You can renew a certificate within 90 days from expiration. The IdenTrust system will automatically notify you by email at 90, 60, 30, 14, 7 and 1 day intervals prior to your certificate expiration date. If you have not received renewal notification emails and you are within 90 days of expiration, please access the Certificate Management Center (CMC) and perform the following steps:

1.  Using your certificate, sign into the CMC

2.  Locate the label For this Certificate, Would You Like to:

3.  In the corresponding drop down menu, select Renew Your Certificate and click Continue.

4. Follow the instructions provided to renew your certificate. 

Please note that if you are planning to pay with a purchase order, you should obtain a voucher number for renewal prior to initiating your renewal.  You can purchase vouchers by selecting from one of the following voucher product links below:

  Purchase IGC Prescribing | Vouchers

  Purchase IGC Agencies | Vouchers

  Purchase TrustID | Vouchers

Depending on the type of certificate you purchased and the validity period you selected, your certificate will expire one, two or three years after it was issued.  You can check the expiration date of your certificate by logging into the Certificate Management Center.  Once you have logged in, locate your certificate listed under the Manage Your Certificates heading. Your certificate, along with the current status and expiration (“valid through”) date is displayed.

You will also receive email notifications at 90, 60, 30, 15, 7 and 1 day(s) prior to your certificate expiration. 

IdenTrust begins processing the application for a certificate as soon as the form of payment (credit card or voucher number) is provided. As soon as your application has been approved, IdenTrust will process the credit card or voucher number charge. Once processed, no refunds will be provided by IdenTrust.  If your application has not been approved, you may cancel it without the credit card or voucher number being billed.

​​​​​​Yes, you may submit forms for your IGC certificate request by email. Follow these steps:

1. Take the Part 1 – Subscribing Organization Authorization Form to an organization officer to have it filled out, including signed by the organization officer.
   • All fields must be filled in. Missing information will lead to the submission being rejected.
2. Take the Part 2 – ID Form to a notary or Trusted Agent (TA) and present the accepted forms of identity required, either one valid federal ID (must be valid and contain a photo) or two valid state or local government IDs, one of which must contain a photo.
   • All fields must be filled in. Missing information will lead to the submission being rejected.
3. Sign the Part 2 form in the presence of the notary or TA.
4. Have the notary or TA sign the Part 2 form.
5. Scan the completed Part 1 and Part 2 forms and email to [email protected].

To avoid delays or rejection of the submission, confirm the following prior to electronic submission:

• All fields are filled in.
• All signatures are either handwritten or digital.
  • Stamp signatures and electronic signatures (i.e. DocuSign) are not accepted.
• All information is legible.

The standard method of submitting original signature forms is also accepted. Originals may be mailed to:

IdenTrust Registration
5225 W. Wiley Post Way
Suite 450
Salt Lake City, UT 84116

The original Federal Bridge cross certified version of the IdenTrust Global Common Root CA certificate utilized by IdenTrust to participate in the Federal Bridge Program expired on August 21, 2021. IdenTrust has obtained a re-signed certificate from the Federal PKI and has replaced the expiring certificate with the re-signed certificate.

This change should not impact your operation or certificate validations; however, if you would like to download the new root chains for both IGC human certificates and IGC device certificates at https://www.identrust.com/support/downloads, IdenTrust Global Common (IGC), for your availability and distribution as needed. 

IdenTrust does undergo an SSAE-18 SOC 2 Type II audit every year. However, since the detailed information in the audit report is company-confidential, we require an NDA to be in place.

An alternative that does not require an NDA:
As a Certificate Authority, IdenTrust undergoes a WebTrust for Certificate Authorities audit, and the attestation letter for this audit is publicly available without the need for an NDA. The WebTrust for CA audit examines not only the same general information security practices as the SOC 2 criteria does, but also certificate life cycle practices including proper handling of applicant information. The link for the WebTrust for CA audit is at the bottom of our home page. You may also be interested in examining our Privacy Policy.

IdenTrust as a Certificate Authority issues Digital Certificates to digitally sign electronic documents. eNotary individuals can customize the appearance of the Digital Signature with their own Electronic Seal and /or facsimile of a wet signature, while keeping data integrity and non-repudiation of the signed document.
 
Please use our helpful “How do I” pages to learn more:
Customize the appearance of a Digital Signature in Adobe®
Use Digital Certificate to Sign & Seal Documents

IdenTrust does not assist with the creation of the Electronic Seal but there are multiple companies online who provide this type service of service; here are some samples:
https://www.adobe.com/devnet-docs/acrobatetk/tools/DigSigDC/appearances.html
https://www.designfreelogoonline.com/logoshop/free-logo-maker-notary-logo-templates/

IGC certificates are valid for a period of one, two, or three years. They can then be renewed as early as 90 days prior to expiration. Renewal notifications are sent to account owner's email address at 90, 60, 30, 15, 7 and 1 day intervals. 

NOTE: Digital certificates are non-transferable to another person or business. 

Digital certificates retrieved into a browser, also known as software storage certificates, are intended to be used mainly from a single computer. As no additional device is required, software storage certificates are relatively inexpensive.

Digital certificates retrieved into a portable hardware device such as USB token or Smart card, not only can be used from multiple computers, but also offer additional security via the built-in second factor authentication feature. Certificates stored in hardware devices can also be configured for Client Authentication for faster secure login sessions.

The decision to opt for a software storage or a hardware storage certificate is mainly predefined by the sponsoring organization (business); at an individual level, the applicant should weigh-in if the additional security and portability benefits are worth the hardware expense. 

Note: Be sure to check with your relying party or program to determine if it requires a specific type of storage:

• Software
• USB token
• Smart card 

Browser compatibility will depend on the type of certificate and the operating system you are using.

A digital certificate is a form of ID, just like a Driver’s License or Passport. We need to verify your identity before we can approve your application and issue your certificate. 

Here is a list of what you will need to provide: 

• An official Photo ID: Driver’s license or State ID Card 
• A Credit Card: In your name for address verification (not necessarily for payment) 
• Personal Information: Your FULL name (no nicknames or abbreviations), home address, and Social Security Number 
• Payment Information: Credit Card number or Payment Voucher number

If you are requesting a certificate that asserts affiliation with an organization, you will also need to submit forms that demonstrate that your organization is authorizing you to obtain a certificate that includes the organization name.

Your digital certificate will display several pieces of information:

•  It will be signed by the private key of the issuing CA
•  Unique identifier (distinguished name) of the certificate issuer
•  Period of time for which certificate is valid (validity period)
•  Unique identifier (distinguished name) of the certified subject
•  Public key of the certified subject
•  The issuer's signature

Different certificate types may also normally contain items such as:

•  Email address
•  Company name

Please note that the certificate will NEVER contain or display your personal information. The information that we collect during the application process is only used to validate your identity. 

You can also view your certificate in your browser.  The following is an example of what your certificate looks like in Microsoft® Edge:

IdenTrust Global Common (IGC) Certificates are cross-certified with the U.S. Federal Bridge Certification Authority, enabling trust by U.S. Federal, State and local governments, along with commercial entities or applications wishing to rely only Certificates proven to be issued in a standards-compliant manner.  

IGC Certificates available:

• Basic Assurance | Individual Identity | Software Storage
• Basic Assurance | Individual Identity | Hardware Storage
• Medium Assurance | Business Identity | Software Storage
• Medium Assurance | Business Identity | Hardware Storage | Trusted By Adobe®
• Medium Assurance | Individual Identity | Hardware Storage | Trusted By Adobe®
• Medium Assurance | Organization Identity | Device

Use cases for IGC Certificates include authentication to networks and applications, digital signing of email, transactions and documents, and encryption of email. Our Certificate Selection Wizard will help you to determine the best certificate to suit your business or personal needs.  Learn more about IGC Federal Bridge Certified certificates.

Account Password

The Account Password is created by you when the application is filled out online. This password is required to download your certificate and to access your account via the Certificate Management Center (CMC).

Within the CMC you can:

• Revoke your certificate
• Replace your certificate
• Renew your certificate
• Update your account information
• Update Account Password & security questions

The rules for creating your Account Password are:

• Account Password must be between 8-30 characters in length
• It can consist of letters, numbers and some special characters
• Cannot contain ( ) \ / " *.
• The Account Password is case sensitive (UPPER & lower case)

Certificate Password

The Certificate Password is created to protect the use of the certificate. Depending on the assurance level of your certificate, when your certificate is downloaded to your machine you may be prompted to create the private key password. This is referred to as the Certificate Password. 

The Certificate Password is used each time the certificate is accessed:

• Signing emails
• Signing documents (Adobe, Word, Excel, etc..)
• Accessing a secure website

When creating your Certificate Password we recommend you use the following guidelines:

• Between 8-30 characters
• At least 1 lower case letter
• At least 1 upper case letter
• At least 1 special characters
• Create a Certificate Password that is not easily guessed, but something that you will not forget

Adobe Approved Trusted List or AATL, is a program that enables people to sign documents in Adobe Document Cloud solutions and have that signature trusted globally. When a document is signed with an AATL-approved certificate, the recipient of the signed document will be able to trust the certificate* automatically and avoid the time-consuming process of manually downloading the certificate root chain locally required to authenticate the signature.

In short, AATL certificates allow anyone to validate a digital signature, on any device, at any time!

IdenTrust CA is a current AATL Member and authorized to issue AATL-enabled certificates.

AATL certificates must be issued on password protected devices that are FIPS 142-2 L2+ compliant, such as HID Global USB tokens and HID Global Smart cards. This requirement facilitates two-factor authentication (2FA) and also provides additional security, as the certificate private key cannot be exported from the hardware device; thereby eliminating the potential of key compromise by bad actors. Due to this requirement, only hardware certificates which are stored on a token or smartcard, are included on the AATL.

 

Software Certificates, that are stored directly on the computer itself, do not meet the requirements for inclusion on the AATL.

 

*AATL signatures are only auto-trusted when using other Adobe products. Should the recipient use another product, they will need to follow the manual process to trust the signature.

Storage devices such as the USB token and Smart card have limited space available to store certificates. Different certificate types have different file sizes, meaning a storage device will likely only be able to hold 3–4 certificate pairs, depending on the device being used.

We recommend purchasing a new HID USB token or HID Smart card after three renewals, or after three certificates have been stored on the device to ensure the device doesn't run out of storage space when retrieving another certificate. If you do run out of storage space, you will need to purchase a new device or remove old certificates that are no longer needed.*

You will be able to purchase new hardware when renewing your certificate, or you may purchase one by contacting our Support Team at +1 (888) 339-8904.

*Removing old certificates may impact your ability to decrypt email messages encrypted with that certificate. Whenever possible, we suggest removing old signing certificates only.

Both IGC and TrustID have AATL certificates available. Learn more about AATL Enabled Digital Certificates.

IGC certificates may be purchased directly from the IdenTrust website where both credit card and voucher payment is accepted.  In some cases a participating agency may cover the costs for people under that agency or for those who are required to obtain an IGC certificate necessary to interact with that agency.  If you would like to find out if your certificate costs are covered by a participating agency, please contact that agency directly, as IdenTrust does not directly participate in these certificate cost concessions.

Your private key (which is sometimes password protected in your web browser) is literally the key that opens your digital certificate.  It allows you to digitally sign documents and decrypt information that was only meant for you.  You should safeguard your private key just as you would any other form of identification. Just as you would not allow someone else to sign your name to something, or to use your social security number, you would not allow others to use your digital certificate.

There are many uses for IGC certificates.  Because IGC certificates are certified under the Federal Bridge policy, they are accepted and/or used by:

• Government agencies
• Healthcare organizations
• Professionals for digital signing and sealing
• Individuals for digital signing and email protection

Visit our Federal Bridge Certified page to learn more about IGC certificates or to purchase an IGC certificate. 

A digital certificate provides an electronic means of proving your identity in order to securely conduct business online. You can use certificates to: 

1. Encrypt information so that only the intended recipient can read it;
2. Identify yourself in electronic transactions; 
3. Digitally sign information to provide assurance to the recipient that it has not been changed in transit; and 
4. Verify that you actually sent the transmission. 
    

Our Certificate Selection Wizard will assist you in choosing the best certificate to meet your needs.

There are three general types of digital certificates--Individual Identity, Business Identity, and TLS/SSL Certificates:

• Individual Identity certificates authenticate an individual and are used to digitally sign and encrypt electronic documents.
• Business Identity certificates authenticate the individual to be an employee of a business and are also used to digitally sign and encrypt electronic documents.
• TLS/SSL, or Server certificates are issued for Web servers and are used to authenticate servers to Web browsers. This is used to protect information such as credit card numbers and account information on the Web.

The type of certificate may also dictate whether or not the certificate is stored in software or a hardware device, such as a Smart card or USB token.

See our document using the IdenTrust Certificate Selection Wizard for more information about choosing your certificate.

IGC certificates are cross-certificated under the Federal Bridge which means that they are accepted for use in government applications such as the Electronic Prescriptions for Controlled Substances (EPCS) program.  IGC certificates can also be used by professionals who submit signed and sealed documents to state and local agencies, such as Departments of Transportation (DOTs) and individuals who perform eNotary services. 

IGC certificates offer multiple benefits:

• Using an IGC certificate allows individuals online access to information and services, such as state and local agencies for digital signing and sealing.
• Deployment of IGC certificates can also reduce cycle time and increase the efficiency of transactions between online entities. This is accomplished through converting paper-based to electronic transactions and processes.
• IGC certificates enable organizations to authenticate individuals initiating electronic transactions and gain assurance of an individual’s identity prior to granting access to confidential information.
• IGC certificates can be used to create non-repudiation via digital signatures.

Learn more about IGC Federal Bridge Certified certificates and use our Certificate Selection Wizard to assist you in selecting the IGC certificate for your specific application. .

IdenTrust holds applicants' personal information in the strictest confidence. In compliance with the Gramm-Leach-Bliley Act of 1999 (GLBA), we do not share personal information with outside third parties. 

IdenTrust hardware-based Digital Certificates (both ECA and IGC) used to encrypt e-mail satisfy the DoD CMMC requirements.

DoD CMMC require use of FIPS-validated cryptography to protect sensitive information in an e-mail. IdenTrust Digital Certificates used to encrypt e-mail are generated and stored in FIPS-validated cryptographic modules.

Browser-based certificates do not meet this requirement.

Yes. All IGC certificates meet the Category II NFI PKI requirements because the IGC Root CA is cross-certified with the Federal Bridge – which is part of the definition of Category II NFI PKI.

“Category II: Non-Federal Agency PKIs cross certified with the Federal Bridge Certification Authority (FBCA) or PKIs from other PKI Bridges that are cross certified with the FBCA”

We are also listed on https://public.cyber.mil/pki-pke/interoperability/ Table in the last section of the page lists us as Category II with PIV-I being the highest assurance level (which means all of the lower assurance levels like Basic and Medium and Medium Hardware are implied to be part of that)

In most cases, the personal information included in your certificate is your name and your email address. The only time you can change this information is when you renew your certificate.  If any of the person information that is included in your certificate has changed (or will change soon), you can update the information while renewing; however, if you need to update this information and your certificate is not eligible for renewal (within 90 days of expiration), you will need to apply for a new certificate.   Information that is not included in your certificate can be updated at any time via the Certificate Management Center (CMC).

Find more information about managing your certificate in our How Do I library.

Please visit our How Do I for detailed instructions to replace your certificate.

If at any time IdenTrust has been made aware of or has a belief that a certificate/private key has been compromised, we are required by all governing certificate policies to protect the integrity of the certificate by executing a revocation. Once a compromise is identified, IdenTrust must perform a revocation within a specific timeframe as defined by the governing certificate policy. 

Examples where revocation is required include:

• Evidence that the certificate owner is not the individual who completed the certificate application, but is calling in for technical support. This situation is typically identified when the caller is the account owner, but they cannot answer questions about information contained in the application.
• Someone other than the certificate holder is calling in for assistance with installation of the certificate and has access to the password and activation code.
• You are no longer employed by the organization named in your certificate.

Certain pieces of information provided during your initial application may change during the certificate's lifetime. Some of these pieces of information can be updated immediately, others will have to wait for the renewal process and some changes will require you submit a new application.  Examples of common changes include:

My mailing address has changed.

You can update the mailing address on your account at any time by logging into the Certificate Management Center (CMC).

Once you  have access the CMC, locate the prompt labeled Manage Your Account Information and select View/Update Account Information. Make the necessary changes and select Finish.

My headquarters address has changed, or my company's name has changed.

Unfortunately, you are unable to make changes regarding your organization name and/or address. This is because organization information is included in your certificate and can only be used in conjunction with conducting business on behalf of that specific organization.  In order to update an organization, you must obtain a new certificate.  Be aware that if you currently use your certificate to gain access to a federal or state agency, you may also need to re-register with the new company information prior to being able to use the new certificate with the agency system.  We suggest that you contact the appropriate agency for further clarification.

My email address has changed.

You will have the option to change the email address associated with your certificate during the renewal process. It cannot be changed prior to a renewal.  If you must have your current email included in your certificate, you will need to purchase a new certificate.

My name has changed.

You cannot change your name except at when you renew your certificate.  During the renewal process , you will be asked to confirm your name.  At that time you can update to your current legal name, which will be included in your new certificate . If the IdenTrust Registration Department is unable to verify the requested changes, you may be asked to send in proof of the name change by providing additional documentation such as:

• Marriage Certificate
• Divorce Decree (1st, last and page showing the name change)
• Other court-issued documentation

If you must have a certificate that includes your new name prior to certificate renewal, you will need to purchase a new certificate.

Revocation is the action of making your certificate unusable. This is necessary when you believe that your certificate/private key has been compromised. Revocation prevents anyone from using your certificate to create digital signatures or from accessing secure sites.  It is your obligation, based on the Subscriber Agreement you accepted, to request that your certificate be revoked in the case that you believe it has been compromised. Use the following procedure to revoke your certificate: 

Visit our How Do I library for instructions to replace your certificate.

Visit our Document Library to view Subscriber Agreements for each certificate policy type.

While IdenTrust will make every attempt to verify any name discrepancies between IDs due to marriage, divorce or other, there are instances where names cannot be verified.  When this occurs, our Registration Department will reach out to you and request that you provide a notarized copy of the document confirming the name change. Examples of documents accepted include:

• Marriage Certificate or License
• Divorce Decree (1st, last and page showing reinstating of name)
• Court-issued documentation

Please send the notarized copy of the name-changing document to: 

      IdenTrust Registration
      5225 Wiley Post Way, Ste 450
      Salt Lake City, UT 84116 

You create the certificate in a browser on your computer when you retrieved it. It can only be used on that computer (in that browser) unless you export it to another computer (or browser).  If you have retrieved your certificate on one computer and would like to use it on another computer (or browser) as well, you will need to export the certificate and then import it to the other computer or browser.

Visit our How Do I library to learn more about how to import and export your certificate.

Your digital signature can be imported to Office 365 easily, following these instructions:

For Office 365 subscriber, and on build 16.19.18110915 and higher,

If you don't see the Sign / Encrypt Message button, you might not have a digital ID configured to digitally sign messages and you need to do the following to install a digital signature.

• On the File menu, click Options > Trust Center.
• Under Microsoft Outlook Trust Center, click Trust Center Settings > Email Security
• Click Import/Export to import a digital ID from a file on your computer,
• If you have both a signing and an encryption certificate you will import both.

A digital signature on an e-mail message helps the recipient verify that you are the authentic sender and not an impostor. To use digital signatures, both the sender and recipient must have a mail application that supports the S/MIME standard. Outlook supports the S/MIME standard.

If you are an Office 365 subscriber, and on build 16.19.18110402 and higher,

In an email message, choose Options, select both the Sign and Encrypt buttons. Pick the encryption option that has the restrictions you'd like to enforce, such as Do Not Forward or Encrypt-Only.

Note: Office 365 Message Encryption is part of the O365 E3 license. Additionally, the Encrypt-Only feature (the option under the Encrypt button) is only enabled for subscribers (Office ProPlus users) that also use Exchange Online.

If your certificate is stored on a Smart Card or Token, install the software you received with your hardware on the new computer, reboot your machine, and insert the Smart Card or Token. Your certificate is now ready for use on the new machine.

If your certificate is stored in your browser, then depending on the browser that you use, the process of importing and exporting your certificate may vary.  Please see our How Do I section to view the instructions that apply to your situation.

If you no longer have access to your digital certificate, please visit our Certificate Management Center, where you can request a replacement for your certificate.  If you need further instructions for replacement, see our How Do I library, where you can find additional information.

The best way to protect your identity, as a certificate holder, is to ensure that only you are using your digital certificate. Allowing others to use your certificate through sharing your password, Smart card or USB token password, or your private key weakens the security of the system and presents a security danger to you. A digital certificate is a credential, just like a driver's license or passport, which you would not allow others to share. Certificate holders found to have shared this confidential information will be notified that their certificates are subject to revocation.

The IdenTrust Customer Support team is available to assist certificate subscribers in applying, retrieving and managing their certificates. Visit our Contact Us page for more details about how to reach us and the hours that our team is available.

Most PDF documents that you will receive will come pre-made with a signing box. If this is the case, follow these directions:

1.  Complete any required fields that are in the PDF document.

2.  When you are ready to digitally sign, simply click on the signing box.

3.  This will open the signing documents window where you can select the certificate you wish to use to sign the PDF document.

     Note:  If you have more than one certificate, you can select the one you wish to use by clicking on the Sign As dropdown box. 

4.  Once you have selected the certificate you will use to sign the PDF document, select Sign.

5.  The Save As dialogue box will appear.

6.  Select the location you would like to save the signed PDF document, then click Save. 

7.  Your digital signature has now been applied.  

Visit our How Do I pages to learn more about digital signing and how to create a signing box in a pdf document.

IdenTrust as a Certificate Authority issues Digital Certificates to digitally sign electronic documents. eNotary individuals can customize the appearance of the Digital Signature with their own Electronic Seal and /or facsimile of a wet signature, while keeping data integrity and non-repudiation of the signed document.
 
Please use our helpful “How do I” pages to learn more:
Customize the appearance of a Digital Signature in Adobe®
Use Digital Certificate to Sign & Seal Documents

IdenTrust does not assist with the creation of the Electronic Seal but there are multiple companies online who provide this type service of service; here are some samples:
https://www.adobe.com/devnet-docs/acrobatetk/tools/DigSigDC/appearances.html
https://www.designfreelogoonline.com/logoshop/free-logo-maker-notary-logo-templates/

If you have an IGC or TrustID certificate that you cannot use, you may need to replace the certificate. Visit our How Do I library for instructions to replace your certificate.

If you cannot access your account with us because you have forgotten your IdenTrust Account passphrase, you can reset your password thru the Certificate Management Center. You do not need to replace the certificate in this case. 

If you have a DOD ECA s-Certificate or t-Certificate, a key recovery will need to be done. These certificates cannot be replaced.   Visit our How Do I library for instructions to request a Key Recovery.

You will create your account password when you register for an IdenTrust certificate.  You will also use your account password when you retrieve your approved certificate.  When selecting your account password, be aware that it:

• Must be between 8 – 30 characters in length
• May consist of letters, numbers, and any special characters except ( ) \ / “ *
• Is case-sensitive (UPPER CASE and lower case letters are not the same thing)
• Should be something that you will be able to remember, but that others will find difficult to guess 

Please note that your account password is different than your certificate password (although you may wish to choose a password that is the same for both).  Your certificate password is used only when you use your certificate for signing or to access a secure site. 

If no longer in possession of the USB token or Smart card housing your digital certificate, the certificate is deemed 'compromised' and must be revoked. To Revoke a Certificate/Account where the digital certificate is no longer accessible, a request must be submitted officially via one of two ways:

1. Signed email from an Organization Officer/Representative.
   • An organization’s representative (i.e., personnel office representative) can request revocation directly via a signed e-mail and a call to the Support, or mail to Registration on company letterhead containing a notarized signature.
   • The communication should include the information about the Subscriber’s certificate to be revoked, including Subscriber name, email, and if possible the account number and/or application ID number, both available in email previously sent to the Subscriber. 
   • If the revocation is being requested for reason of key compromise or suspected fraudulent use of the private key, or if the smart card or USB token could not be collected and zeroed out, then the revocation request must indicate key compromise.
2. Company Letterhead
   • Signed and notarized on the company letterhead, please provide the following:
     • Account number of certificate holder to Revoke (if available)
     • Certificate holder name
     • Certificate holder Email Address
     • Reason for Revocation
   • Sign the request and have this request signed/notarized by any licensed Notary Public.
   • Mail completed letter to:
     • ECA Registration IdenTrust Services
     • 5225 Wiley Post Way, Suite 450
     • Salt Lake City, Utah 84116

For reasons of security and non-repudiation, no person or equipment has access to your unencrypted account password, so there is no mechanism for IdenTrust to look up your account password if you forget it. However, you do have the option to reset you account password through our Certificate Management Center.  You will need to have your IdenTrust account number in order to complete these instructions.  Your account number was provided to you when you were approved for your certificate.

1.  Access the Certificate Management Center (CMC).

2.  Click LOGIN to launch the CMC session. 

3.  When presented with the Choose a digital certificate dialog screen, click Cancel. This will allow you proceed by using your account information.

4.  On the Certificate Management Center Login screen, enter your account number, and then choose the I forgot my password link.

5.  You will receive a confirmation screen, indicating that the password assistance instructions have been sent to you email address.

6. Follow the instructions provided in the email to allow you to reset your account password. Please note that if you cannot remember the answers to your secret questions, you will need to apply for a new certificate.

IdenTrust never has access to your CryptoAPI Private Key (certificate) password, so we are unable to help you retrieve it if it is lost or forgotten. If you forget this password, you will not be able to use your current certificate and will need to replace it. This process will take approximately 3-5 business days, and will be done without charge to you.

For more information about replacing a certificate, please see our How Do I library for instructions to replace your certificate.

The Master Password or certificate password is the password that protects your certificate. IdenTrust never has access to your master/certificate password, so we are unable to help you retrieve this password if it is lost or forgotten. If you forget this password, you will not be able to use your current certificate (if it is password protected) and will need to replace your certificate. This process will take approximately 3-5 business days, and will be done without charge to you.

For more information about replacing a certificate, please see our How Do I library.

If you forget the password to access your USB token, you will not be able to use your certificate until you re-initialize the token and do a key recovery. If your organization has a Certificate Coordinator, Trusted Internal Agent, or Local Registration Agent registered with IdenTrust, you can contact that person to initiate a key recovery.  Otherwise, please contact the IdenTrust Support team at 1 (888) 248-4447 for assistance.

Your request will then be processed by our Registration team. Once the request has been approved, you will be sent a letter (via US mail) with new retrieval information. You may then retrieve the new certificate by following the same process you used when initially retrieving it. You can check the status of your key recovery application by visiting our Certificate Management Center.

If you have a Smart card or USB token for an ECA certificate, you will need to initiate an ECA Program Key recovery.

If you have used the IdenTrust Certificate Selection to make your buying decision, it is unlikely that you have purchased the wrong type of certificate; however, if you have concerns about this, please feel free to contact our Customer Support team and they can help to assess the product you have selected. Please have your IdenTrust Account Number readily available when you call. View our Contact Us page to see our Customer Support hours and phone numbers.

There are multiple passwords associated with your account and hardware. Please note IdenTrust does not have access to view, confirm or reset your passwords. 

Account Password

This password is created during the online application.  You do have the ability to update your password if you can correctly answer the three security questions you chose when you applied for your certificate.  Every account has an account password, but your account can be associated with multiple certificates.

USB Token and Smart Card Password

This password is created when you initially setup your token. Before the retrieval of your certificate, you are prompted by the token software to create password that will protect your token. This password can only be changed if you know the current passcode. Both the USB and the OTP tokens have a token passcode. 

Browser compatibility will depend on the type of certificate you are using:

Visit our How Do I pages for specific information about exporting and importing your digital certificate using a particular browser. 

This message showing as warning upon opening digitally signed PDF documents usually means that the policy asserted in at least one of the digital certificates present in the PDF, is not in Adobe’s Approved Trusted List, referred as AATL Enabled certificate.

This message DOES NOT mean that the certificate is invalid, unless it is truly expired, suspended or revoked. The real status of the certificate is confirmed by double-clicking on each digital signature present in the opened PDF document.

A temporary way to resolve this issue is to ‘trust’ the certificate in the device used to open the PDF document. See “Trust Manager” in the ‘Preferences“ section of Adobe Acrobat or Adobe Reader. This temporary solution has to be repeated once on each device where a signed PDF is opened.

A permanent way to avoid that warning message is purchasing an IdenTrust AATL Enabled Digital Certificate

AATL Enabled certificates are issued directly on Smart  Cards or USB tokens compliant with FIPS 140-2 L2+ standard like HID Global USB tokens or HID Global Smart Cards. This requirement facilitates two-factor authentication (2FA) and also provides additional security, as the certificate private key cannot be exported from the hardware device, thereby eliminating the potential of key compromise by bad actors.

If the certificate used to sign the PDF document is AATL enabled and the “invalid signature”  message is present, the AATL list in that device has to be updated: Adobe Reader/Adobe Acrobat: Preferences, Trust Manager, click on [Update Now] in the “Automatic Adobe Approved Trusted List (AATL) section.“

Microsoft® announced that it will no longer support the Internet Explorer version 11 (IE 11) after June 15, 2022. This means that security patches and other updates from Microsoft will cease after that time, and in some versions of Windows, IE 11 may stop working.

For more information visit our Important Announcements page.

Digital certificates retrieved into a browser, also known as software storage certificates, are intended to be used mainly from a single computer. As no additional device is required, software storage certificates are relatively inexpensive.

Digital certificates retrieved into a portable hardware device such as USB token or Smart card, not only can be used from multiple computers, but also offer additional security via the built-in second factor authentication feature. Certificates stored in hardware devices can also be configured for Client Authentication for faster secure login sessions.

The decision to opt for a software storage or a hardware storage certificate is mainly predefined by the sponsoring organization (business); at an individual level, the applicant should weigh-in if the additional security and portability benefits are worth the hardware expense. 

Note: Be sure to check with your relying party or program to determine if it requires a specific type of storage:

• Software
• USB token
• Smart card 

IGC Certificates are available in the following types. Click the link to learn more about the product: 

• IGC Standard | Basic Assurance | Individual Identity | Software Storage
• IGC Standard | Basic Assurance | Individual Identity | Hardware Storage
• IGC Standard | Medium Assurance | Business Identity | Software storage
• IGC Standard | Medium Assurance | Business Identity | Hardware Storage | Trusted by Adobe®
• IGC Standard | Medium Assurance | Organization Identity | Device