Certificate Services Support

1. If you have forgotten your Entrust Soft Token PIN and need to reset it, open the Entrust IdentityGuard Soft Token application on your computer or mobile device. (If you are already locked out of your application, please proceed to step 1c.)

a. The PIN screen appears.



b. Enter incorrect PINs until you see the Lockout screen.



c. Click Unlock. A PIN Reset Code is displayed.

2. Access your Self-Service administration portal, Manage My Account:

https://enroll.entrust.net/IdentityGuardSelfService/authenticate/firstFactorAuthentication


3. Login to your account and answer the Security Question challenge.

4. Under the Second Factor Authenticators menu, select My Entrust IdentityGuard Mobile OTP or Desktop Soft Token application is locked.



5. Confirm that you wish to receive an unlock code for the Serial Number presented to you by selecting Yes.

6. Your Soft Token will now display a PIN reset code. Type that code into the box provided under Pin Reset Code.



7. Select OK. You will proceed to a new page where you are provided with an unlock code that you may now input into your Soft Token application.

8. You will be asked to create a new PIN.

You have successfully reset your Soft Token PIN.

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.