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How to unlock an Entrust IdentityGuard Soft Token application?

How to unlock an Entrust IdentityGuard Soft Token application?

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Recovery reasons:

  • The soft token application has been locked out due to five times failed on attempt to enter PIN number.
  • Forgotten PIN number.


1. Write down your PIN Reset Code that showed on the locked soft token application.

NOTE: The PIN Reset Code below just for example purposes. When your soft token application has been locked out, you should have your own PIN Reset Code generated.

2. Proceed to your regular login screen for Entrust Cloud SSL Services portal at :

Or you can visit our main website at : and then select My Account -> Entrust Cloud SSL Services Portal

3. Enter your User Name and Password. If you forgot your password, then click on I’ve forgotten my password link on the bottom of the page.

4. After you login the first factor, you will be directed to main dashboard site:

5. Click on the Settings button on the upper right hand side of your screen and select Manage My Account :

6. You will be directed to the second factor login site. Click on the link I have misplace my token :

7. The Self-Administration login screen will be opened. Enter your user name and password. This is the same user name and password that you entered on the step 2 which is your login credentials for the certificate portal.

8. On the Self-Administration second factor authentication login screen, click on the link question & answer challenge :

9. On the Question & Answer challenge screen, please enter your answer based on the set of questions that being setup during initial account setup process. If you cannot answer the challenge, please contact our SSL technical support team. Example of the Q & A challenge:

10. After you answer the questions correctly, you will be directed to Self-Administration Actions. Click on the option My Entrust IdentityGuard Mobile OTP or Desktop Soft Token application is locked.

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11. Click on Yes button to confirm and continue:

12. You will be directed to PIN Reset Code site. Please enter your PIN Reset Code from your soft token application. See step 1.


13. The unlock code will be issued to you on the screen. Example of the unlock code screen:

14. Launch Entrust IdentityGuard Soft Token App from your desktop PC or handheld device where you installed the application.

Example : (Windows 7 base OS) Start menu -> Entrust -> IdentityGuard Soft Token

15. Enter the unlock code that was generated from the Self-Administration portal to unlock the Entrust IdentityGuard Soft Token application and click Unlock button to continue:

16. You are now required to create a new PIN number to protect Entrust Identityguard soft token. Make sure you write down or remember this new PIN number.

17. At this moment, the process of unlocking your soft token application has been completed. You can now use this Soft Token to login to your Entrust Cloud SSL Services Portal to manage your SSL certificates.

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: 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.

Country Number
Australia 0011 - 800-3687-7863
Austria 00 - 800-3687-7863
Belgium 00 - 800-3687-7863
Denmark 00 - 800-3687-7863
Finland 990 - 800-3687-7863 (Telecom Finland)
00 - 800-3687-7863 (Finnet)
France 00 - 800-3687-7863
Germany 00 - 800-3687-7863
Hong Kong 001 - 800-3687-7863 (Voice)
002 - 800-3687-7863 (Fax)
Ireland 00 - 800-3687-7863
Israel 014 - 800-3687-7863
Italy 00 - 800-3687-7863
Japan 001 - 800-3687-7863 (KDD)
004 - 800-3687-7863 (ITJ)
0061 - 800-3687-7863 (IDC)
Korea 001 - 800-3687-7863 (Korea Telecom)
002 - 800-3687-7863 (Dacom)
Malaysia 00 - 800-3687-7863
Netherlands 00 - 800-3687-7863
New Zealand 00 - 800-3687-7863
Norway 00 - 800-3687-7863
Singapore 001 - 800-3687-7863
Spain 00 - 800-3687-7863
Sweden 00 - 800-3687-7863 (Telia)
00 - 800-3687-7863 (Tele2)
Switzerland 00 - 800-3687-7863
Taiwan 00 - 800-3687-7863
United Kingdom 00 - 800-3687-7863
0800 121 6078
+44 (0) 118 953 3088