FAQ (IGC Standard)

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. 

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

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

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.

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

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

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.

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.

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.

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. 

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.“

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.

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 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.

Sometimes Mac OS updates break the connection between the hardware and Firefox. This can be easily remedied by uninstalling, then reinstalling the ActivClient middleware. 

Please uninstall the ActivClient middleware from your Mac, then reinstall by following instructions found HERE. 

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.

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