Reviews

Review Details

• Review fromByron C

  Date: 05/15/2025

  1 star

  Byron C

  Date: 05/15/2025

  Overly complicated. Way to expense and you will do 4 hours of work to get the Cert. Dont waste your time. They will take your business for granted. Run for this company!
  

  IdenTrust, Inc.

  Date: 05/16/2025

  Thank you for your feedback. At IdenTrust, we strive to make the application process as simple as possible while adhering to necessary policy requirements. These include submitting original "wet signature" documents to our Registration team and providing additional evidence if needed to complete the identity validation process.

  Once we receive valid documentation, the timeline for approving an application is typically 3-5 days. In this case, we received the required paperwork on 04/28/25, requested a copy of one ** on the same day, and received the copy of the ** on 05/02/25 at 11:31 AM MST. The application was approved at 11:43 AM MST, and the fulfillment kit was shipped to the requestor that same day.

  Unfortunately, the certificate was not retrieved by the requestor within the policy-required timeframe of 30 days from the date of the notary signature, leading to the request being declined. This requirement is outlined in section 4.2.3 "Time to Process Certificate Applications" of the *********************************** ******************************** X.509 Certificate Policy:
  "The entire process from applicant appearing before one of the required identity verifiers to certificate issuance shall take no more than 30 days."

  To assist the requestor, a no-cost payment voucher was issued on 05/15/2025, allowing them to reapply for the certificate.

  We appreciate your understanding and are here to help with any further questions or concerns.

• Review fromSilvia G

  Date: 06/24/2024

  1 star

  Silvia G

  Date: 06/24/2024

  It is a fraudulent company. They trick you into buying their products, and once you have paid them and realize you have been deceived, they tell you excuses that they do not refund, and that they do not have a manager available to refund you, even if you have not used their signing products, they do no refund. Please be careful with this company 1 star is even to much good review for this company for real it is Zero star service.
  

  IdenTrust, Inc.

  Date: 06/25/2024

  IdenTrust is proud to offer digital identity credentials for eNotary programs, however we only sell the identity credentials, not the electronic seal some eNotary programs also require. This customer applied for, was approved, and retrieved the digital certificate but it seems the customer also expected to receive a digital seal with the certificate. Our website page dedicated to eNotary programs, **************************************************************************** clearly states "IdenTrust does not assist with the creation of the electronic notary seal", and then encourages the customer to search online for companies that offer those services.IdenTrust has a no-refund policy, outlined in section 5 of the Subscriber Agreement, "IdenTrust will process the credit card charge, purchase order, or voucher number. Once such processing occurs, unless otherwise required by law, no refunds will be provided by IdenTrust." The customer was required to accept the terms of the Subscriber Agreement prior to submitting the online application. We are making an exception in this situation and have issued a full refund.

• Review fromDaniel M

  Date: 03/17/2024

  1 star

  Daniel M

  Date: 03/17/2024

  They absolutely ****. I had used their service for a year. Then I try to renew and they take my credit card and fail to provide. 3 weeks of torture and I am nowhere near getting any help. BUYER BEWARE... stay away from this company. **************** is a freaking joke... they close your ticket instantly without any resolution. Unbelievable!
  

  IdenTrust, Inc.

  Date: 07/12/2024

  IdenTrust prides itself on processing applications for digital certificates within 3-5 business days once all materials required are received, and most often can approve requests within 24 hours. In this instance the original certificate expired on 2/23/24 and could no longer be renewed. A new application for a different type of certificate was submitted on 3/4/24. This certificate required the applicant complete identification verification with a notary face to face, and paperwork be submitted to IdenTrust for processing. The paperwork was not submitted for processing and the request could not be approved. The customer did provide payment details, however the credit card was never charged since the certificate request was never approved. The customer applied for a different certificate after submitting this review. That request was submitted, approved and the certificate retrieved on the same day. The ticket in question was the result of a phone call to our Support team on 3/4/24 where the customer was instructed to apply for a new certificate. The ticket was automatically closed once the phone call ended. We have identified training opportunities from this interaction and have coached our agents accordingly.

• Review fromWilliam W

  Date: 11/29/2023

  1 star

  William W

  Date: 11/29/2023

  The worst customer experience I have encountered in years, I submitted the application through the website and received confirmation emails. I then downloaded, completed, had notarized and fedexed the documents to them the next day. Right after I did that I received an email saying my application was rejected because their address for my company was slightly different than what I put on the application (same location). Their solution was for me to start all over and submit a new application. I called and tried to explain but ******* said you received the email so that is what you have to do.Instead of doing that I contacted their competition (WidePoint) who were extremely helpful and walked through the whole process with me.Avoid this company as they act like they dont care about customers.
  

  IdenTrust, Inc.

  Date: 11/30/2023

  IdenTrust is bound to the requirements of the ************* ********** of **************************************** X.509 Certificate Policy, the governing document of all ECA digital certificates. The document may be found at ***************************** . Section 3.2.2 requires the verification of the organization name, address and documentation of the existence of the organization. This information is verified using an approved source such as a Secretary of State or other governmental registry, or commercial database such as Dun and Bradstreet, requirement confirmed in Certificate Practice Statement for the US ********** of **************************************** (ECA) Program document, found **************************************************************************************************************************************. This document confirms how IdenTrust supports the DoD policy and is approved by the ********** of ******** When verifying the organization for the reviewer our agent followed the prescribed process, acting appropriately by placing the application on hold pending receipt of documentation confirming the name entered on the application. The alternative to that is to reapply with the correct address. The address entered by the Reviewer included the name of the office park where the organization is located. IdenTrust was unable to confirm this information using an approved method. This Commentor identified this information using ****** which is not an approve method of verification for the application required to proceed with the application. Note - IdenTrust does not divulge the database used to verify addresses as a security precaution. To do so weakens the chain strength and integrity of the certificate.This Commentor also reviewed the phone call between the Reviewer and the IdenTrust Support team. While the information provided to the Reviewer by the Support Agent was correct it is determined more explanation could have been offered. Appropriate action will be taken to address this internally. To reiterate, all action taken by IdenTrust while attempting to verify the organization address was in accordance with DoD's ECA policy requirements, and follow up requests to either reapply or submit documentation for the address as listed on the application were appropriate.

• Review fromSamantha T

  Date: 05/08/2023

  4 stars

  Samantha T

  Date: 05/08/2023

  I submitted for a certificate at the end of February, I hadn't heard anything so I reached out via email at the end of March but before the due date; but due to our email server settings the certificate retrieval email was put into quarantine until after the due date. I called customer service, and they verified my original voucher and sent me a new one. A couple of the bad points were that I had to go through the paperwork **************** again and submit my identification documents. There were also no instructions to submit the identification documents with a return shipping label to get your IDs back. I came back to work after a long weekend to a message saying that if they did not receive a return shipping label within a week, they were going to SHRED my IDs (Passport, Birth Certificate and marriage certificate)! IdenTrust- Please put all procedures in your emails for document submission but thank you for resending the voucher.
  

  IdenTrust, Inc.

  Date: 05/10/2023

  Thank you for your review! I understand the need to complete paperwork again is frustrating. Unfortunately, IdenTrust's hands are tied there. The *** policy requires identity vetting to not exceed 30 days between taking place and retrieval of the certificate. The identity documents you sent in actually weren't necessary - your identity is verified between you and a notary and captured on Part 2 of the forms packet. I apologize you thought the instruction was to send in the actual documents, that is not the case. I do see a few action items I can take to improve the customer experience and thank you for drawing attention to them. We strive to provide nothing but excellent customer service and we can't do that without hearing from you - what works, what does not. Thank you for choosing IdenTrust, we look forward to working with you in the future on renewal requests. Should you have any questions or need assistance during the life of your certificate you may reach out to us via phone, email, or our online ticket submission option - ********************************************************************************.

• Review fromJOHN W

  Date: 03/07/2023

  1 star

  JOHN W

  Date: 03/07/2023

  Absolutely the WORST experience I have ever have with reapplying for a certificate. Told it would take a few minutes. Seven (7) application submissions since last evening, (6 declined for a credit card I have had for 20 years!!), and still waiting!!!!!!If there was another option I would take that!!!If I could leave ZERO stars, I would.
  

  IdenTrust, Inc.

  Date: 03/08/2023

  After research it's confirmed that 5 of the attempts were 'soft' rejected. The bank approved the request, but the card processor flagged the card due to and declined the authorization. The 6th decline was due to billing information missing. We apologize for the inconvenience experienced and are taking steps to address the issue with the card processor. Please reach out to ************************************* to arrange a call to have the payment manually processed and assistance obtaining a new certificate.