IdenTrust Reviews 99

Professional staff who provided accurate and immediate answers to general and technical questions that were posed pre, during the purchase and installation.

I feel like the order was received in a timely manner. It works as expected and allows DoD branch-neutral access to needed systems.

Renewal is very easy and clearly explained on how to load certs and everything else.

The app works for verifying prescriptions but it is a necessary evil, mandated by the government and Identrust knows we are required to have this service so their customer service/support is lacking. The software for certificates must all be done on the original computer despite being web based so if you upgrade your equipment then you must apply for a new certificate. Just another menial task that is very time consuming and not reimbursable which is made worse by their staff.

April 9 2024I called IdenTrust for assistance and Tim A was the rep, attempts to verify me with my social security number. He said it was at his discretion, what he verified me with. I believe he asked for my social because of my RACE. I disconnected the call, after going back and forth. Normally they verify with email address. Tim sent me 3 emails, even though I had not VERIFIED!! A week later, TIM A sends another email, stating he resolved my issue April 15 2024. Not sure why he would open a new ticket, since I had not called or verified with this guy.. Called and spoke with Andy a senior advisor, it was a joke! Nothing done, he said Tim is a great advisor who has a FBI background check… This guy can do whatever he wants without any consequences.. Access my account randomly. Very weird and scary.. WHAT A JOKE!

Unhelpful, unclear, rude, lazy customer service.
They will waste your time and money with frivolous paperwork and a convoluted processes, not catching issues before they are submitted over and over again.

On a Saturday, I required a pin reset to use my identrust CAC which I needed to use. Following the error message prompt, I opened the ActivClient User Console and attempted to follow the instructions for a pin reset. I learned that you must call and get a code from Identrust. I called customer service who told me that they would not help me until Monday. I was informed that they have the capability to reset my pin but it was not a priority because I called after hours and that it would wait until Monday. I ended up speaking with a supervisor named Wyatt who was rude, non-courteous, and eventually hung up on me stating that he was not going to debate about the quality and ability for Identrust to provide service. This is definitely a company that does not value high quality service or customer loyalty. I was amazed after being told that the company had the ability to resolve the problem they refused to do so.

After a year, the renewal process was a nightmare. Still no resolution after taking my credit card. Customer service is a joke and closed my tickets without getting my renewal. They absolutely suck... BUYER BEWARE>

Purchased certificate for HIPPA compliance but encryption only works if the email you are sending to has a certificate as well; this is not stated anywhere! IdenTrust gives the illusion that you can send encrypted and secure emails with this certificate but in reality this certificate is useless and since it was downloaded and "approved" they will not give a refund. How is a person supposed to know that both emails involved have to have a certificate with out IdenTrust stating that in the product description?

Rose in Customer Support was absolutely phenomenal in assisting me with the problem I was having. She was informative, patient, and gave me the exact details I needed to resolve my problem. Thank-you Rose for your outstanding customer service and your knowledge in assisting me.

I purchased a premium Enhanced Validation (EV) Code Signing Certificate from IdentTrust a couple months ago. IdenTrust markets EV code signing certificates as a way for software developers to sign their programs so they can downloaded and installed by Windows users without being blocked with scary warnings.

Code signing certificates work by building reputation with Microsoft by having users download and install programs even in the face of potential warnings. (Premium) EV certificates are supposed work without being blocked immediately at least come with an enhanced reputation out-of-the-box. This works because EV certificate purchasers need to be a legally registered company with providers like IdenTrust going through an enhanced process to verify that the buyer is actually who they say they are. Microsoft then trusts that EV certificates signed by folks like IdenTrust are valid.

After going back and forth with IdenTrust support for a few days, they finally admitted that their TrustID EV CA 4 certificate isn't actually trusted by Microsoft and that they have no idea if or when this will be trusted. This means there's no way that the certificates they're selling can possible have any enhanced reputation. It also appears that IdenTrust has been selling these non-functional certificates for about $250 each since at least Feb 2022.

IdenTrust has refused to provide a refund for my purchase, citing their "strict refund policy" -- for a product they acknowledge doesn't actually work and technically can't work (at least until Microsoft trusts them).

I've reported this to the Microsoft Legal Compliance team. I assume that key network security companies as IdenTrust/HS Global claim should be more trustworthy than this (especially when "Trust" is in their name. A company that's willing to sell a non-functional product might also be willing to cut other corners, or worse.

A refund would be nice, but I'd really like IdenTrust to cease all sales and marketing efforts around EV Code Signing Certificates, at least until they are actually trusted by Microsoft.

I needed electronic signature capability for a Word doc. MS directed me to this company. I purchased what was advertised as electronic signature capability, but it does not work. As soon as you save the doc with the e-signature, it wipes the signature. Customer service told me I bought the wrong product. No refunds allowed. Conclusion: misleading and incomplete product description, unhelpful customer service. If this review saves one more person from getting taken by this company, it was worth writing.

I purchased a digital certificate without knowing that it would not be compatible with my Mac computer. I requested a refund and they said once the certificate is issued no refunds would be given even if I hadn't used it yet.

They have poor customer service and poor hardware that is not keeping up with Mac software updates. They wanted me to reconfigure my hardware by doing coding that a customer should not have to perform when spending hundreds of dollars. NO other companies providing this service require such an extensive set up. My $200 went down the drain.

Identrust sends out a "renewal" notice a few months prior to expiration. When you "renew" they give you a new certificate with a new number and this start when you pay. If you think you are renewing you are not. You essentially have two certificates and you pay for two months of overlap
it is NOT a RENEWAL it is a ploy to get you to purchase a new certificate early

I needed a digital certificate ASAP. I was getting a contract with the DOD and this was the step that I missed.

Everywhere on IdenTrust's website it said a digital signature will take "up to 3 days" to be completed.

I needed a certificate quick, so I overnighted the signed application, and thought I'd reach out to make sure they received the paperwork and see if they can expedite the application.

Well......according to Jason B. (tech support) it turns out that the current waiting time for application processing is 1-2 weeks.

When asked why they advertise 3 days, responded with "They're working on updating those pages, but it takes a while because of security"....you're a security company, how hard can it be to update a few webpages?

If you're looking for quick service like me, go with ORC.com instead. Faster service, and customer support.