When signing documents or settlements, users can sometimes receive an error of "Certificate cannot be found".
This is generally a pretty easy fix - please have a read of the below check points, as these will probably rectify the issue!
- Is the digital certificate plugged into the computer? If so, are the green lights on back of the token/USB lit up?
If not, check to see if another USB port for your computer enables these lights. They should be on solidly (not flashing).
- Have you set up your computer to sign by installing the necessary software?
This is done by following the steps on our installation page found here.
- Is the certificate plugged into the PC definitely the certificate that was issued to you?
Check to make sure that the USB plugged in is your certificate (not one issued to any other person in your company).
- Are you signed into your profile on PEXA?
Check to make sure that you are not logged in as another user - we never recommend sharing PEXA accounts.
- Is the certificate being read by the computer?
- Check this by Navigating to Start Menu > All Programs > Charismathics > Smart Security Interface > "Registration" tab
- Click Register and make sure the program displays a Registration successful message
- Is the name on your PEXA profile exactly the same as your digital certificate?
If your digital certificate was ordered with (or without) your middle name, or a preferred name, your PEXA profile must be changed to match.
- If you need to change your name to match your certificate, this is done via clicking your name in the top left > profile settings
- Once you edit your name, log out of PEXA and log back in and try signing once more.
If these steps don't rectify the error, please give support a call on 1300 084 515 and we can assist you through some further checks!
