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Certificate Services Support

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1. Access the Entrust IdentityGuard Self Service application at the following link:

2. Login using your ECS Enterprise User Name and Password.

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3. Answer the Security Question challenge.

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4. Click on the option Request an eGrid.

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Note that you may have only one form of second factor authentication active at a time. If you already use a Soft Token, and wish to continue to do so, do not proceed.  

5. Confirm you wish to get an eGrid by clicking Yes.
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6. The eGrid is a password protected PDF file. Enter and confirm a password that conforms to the password rules in the Password Rules pane. Each x becomes a checkmark if your password conforms to the rule. Click OK when you have finished.

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7. Click Download eGrid.

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(a) When prompted, save the PDF file. The default file name is in the format <Username>-egrid.pdf.

(b) After saving the file, click OK. The eGrid will also be sent out via email. This may be useful if you intend to use it from a different device, such as a smart phone.
8. You will be returned to your Self-Service administration options.

Your eGrid is now active.

Now when you try to complete secure actions in your account, you will be asked to provide characters from randomly selected positions in your grid.


(a) Locate the PDF file saved in step 10(a) above and open it. When prompted, enter the password you chose in step 9.

(b) Use the use the letter (column) and number (row) combinations on the eGrid to locate the characters requested in the challenge and enter them in the login screen.

(c) Click Login.

If you have any questions or concerns please contact the Entrust Certificate Services Support department for further assistance: 

Hours of Operation: 
Sunday 8:00 PM ET to Friday 8:00 PM ET 
North America (toll free): 1-866-267-9297 
Outside North America: 1-613-270-2680 (or see the list below) 
NOTE: Smart Phone users may use the 1-800 numbers shown in the table below.
Otherwise, it is very important that international callers dial the UITF format exactly as indicated. Do not dial an extra "1" before the "800" or your call will not be accepted as an UITF toll free call. 

Australia0011 - 800-3687-7863
Austria00 - 800-3687-7863
Belgium00 - 800-3687-7863
Denmark00 - 800-3687-7863
Finland990 - 800-3687-7863 (Telecom Finland)
00 - 800-3687-7863 (Finnet)
France00 - 800-3687-7863
Germany00 - 800-3687-7863
Hong Kong001 - 800-3687-7863 (Voice)
002 - 800-3687-7863 (Fax)
Ireland00 - 800-3687-7863
Israel014 - 800-3687-7863
Italy00 - 800-3687-7863
Japan001 - 800-3687-7863 (KDD)
004 - 800-3687-7863 (ITJ)
0061 - 800-3687-7863 (IDC)
Korea001 - 800-3687-7863 (Korea Telecom)
002 - 800-3687-7863 (Dacom)
Malaysia00 - 800-3687-7863
Netherlands00 - 800-3687-7863
New Zealand00 - 800-3687-7863
Norway00 - 800-3687-7863
Singapore001 - 800-3687-7863
Spain00 - 800-3687-7863
Sweden00 - 800-3687-7863 (Telia)
00 - 800-3687-7863 (Tele2)
Switzerland00 - 800-3687-7863
Taiwan00 - 800-3687-7863
United Kingdom00 - 800-3687-7863
0800 121 6078
+44 (0) 118 953 3088


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