⚠️ Important notice
This is not a government website. Certificado Digital Global is a Registration Authority accredited to the Certisign network, a brand of Kindness in Business Consulting Ltd (UK Company No. 10386293), serving clients from London. Issuance depends on identity validation, documentation and ICP-Brasil rules. Do not send CPF, passport or sensitive documents via WhatsApp or the initial form.
O que é
The certificate was issued, and then the browser cannot see it, the new computer does not recognise it, the token asks for a PIN nobody wrote down or e-CAC returns an error with no explanation. This digital certificat…
Para quem
Support for holders abroad · Guidance in PT and EN
Como resolve
Reissuance and revocation through the same channel · RA accredited by Certisign
Limite
Não é site do governo. Emissão sujeita a validação de identidade, documentação e normas da ICP-Brasil.
Installation and browser
Problem: the site asks for the certificate, but the selection window is empty.
Cause: the A1 was saved as a file but never imported into the system store, or the AC Certisign chain is not installed. Fix: import the .pfx file in the operating system's certificate manager, install the ICP-Brasil chain provided by the CA and restart the browser.
Problem: it works in Chrome but not in Firefox.
Cause: Firefox keeps its own store, separate from the system. Fix: import the certificate and the chain inside Firefox's settings as well, or use the browser that already recognises the certificate.
Problem: the A3 token is not detected by the computer.
Cause: the token manufacturer's driver is missing, or the token is plugged into an unpowered USB hub. Fix: install the driver indicated by the manufacturer, plug the token straight into a USB port and check that its icon appears in the system.
New computer, phone or system
Problem: I bought a new computer and the certificate stayed on the old one.
Cause: the A1 is a file; it does not migrate by itself. Fix: if you kept the .pfx file and the installation password, import it on the new computer. If the file was exported without the private key or was lost, there is no copy to recover: you must revoke and issue a new certificate.
Problem: I wiped the computer and lost everything.
Cause: the system store was erased with it. Fix: the same — restore from your .pfx backup; without a backup, revocation and a new issuance, handled through the same service channel.
Problem: I want to sign on my phone, but the certificate is on the laptop.
Cause: the A1 can be installed on more than one device as long as you have the file. Fix: import the .pfx on the phone with the installation password; for people who sign a lot on the move, cloud A3 is the most practical model, discussed in A1 or A3 for expats.
A music teacher in Valencia and the token that asked for a PIN
Real case
Illustrative scenario. A Brazilian music teacher in Valencia issued an e-CPF A3 on a token to sign the contracts of the school he keeps in Belo Horizonte, run by a business partner. Eight months later, while trying to sign an amendment to the articles, the token asked for the PIN, and he typed the wrong password three times, convinced it was the e-mail password he used for everything. The token locked. He wrote on WhatsApp assuming the RA could “unlock it from the system”. It cannot: nobody but the holder knows the PIN or the PUK. Because he had kept the PUK in the issuance envelope, he unlocked the token with the support team's guidance and signed the document the same day. The lesson he took away: PIN and PUK stored in a password manager, not in memory. — One of the most common support requests from A3 holders
Password, PIN and lockout
Problem: I forgot the A1 file password.
Cause: the password protects the private key and is held by nobody but you; the RA neither sees nor resets it. Fix: there is no recovery. The route is to revoke the certificate and issue a new one, with a fresh identity validation. The full explanation is in the CPF's digital key.
Problem: the token locked after wrong PIN attempts.
Cause: the device's own protection. Fix: use the PUK provided at issuance to unlock it and set a new PIN. If the PUK is also lost, the token cannot be reused: revocation and new issuance.
Problem: I suspect someone copied my certificate.
Cause: a shared .pfx file or a computer accessed by third parties. Fix: revoke immediately through the service channel; the revocation is published in the CRL and OCSP and invalidates any signature made after it. Then issue a new one.
e-CAC access, renewal and revocation
Problem: e-CAC rejects the certificate, but it works on other sites.
Cause: in most cases, a CPF with irregular status, an expired certificate or an outdated chain. Fix: check the validity, look up the CPF status and update the chain. The specific errors are in how to access the Federal Revenue with a digital certificate.
Problem: the certificate expired and I did not notice.
Cause: one-year validity (A1) or up to three (A3), with no automatic renewal. Fix: a new issuance with video validation, from the country where you are. Whatever was signed during the validity period remains valid; what expires is the ability to sign from now on.
Problem: I need to cancel the certificate of a director who left the company.
Cause: the e-CNPJ is bound to the person who left the role. Fix: the holder or the company requests revocation; once the QSA is updated, the new director issues their own.
Before asking for support
What to send
Operating system, browser, model (A1 or A3), the site where the error appears and a screenshot of the message. With that, most cases are solved in the first reply.
What never to send
The certificate file, the password, the PIN or the PUK. No legitimate support asks for these; if someone does, end the conversation.
Time zone and language
Support replies on WhatsApp in Portuguese or English; tell us your city so the answer lands at a useful hour for you.
When it is a reissuance
A lost password, a lost file, a locked token without a PUK and an expired certificate are reissuances, not repairs. The price follows the same reference as issuance.
Transparent pricing
Installation and usage guidance is part of the service for anyone who issued with us. When the problem requires a new certificate — lost password or file, locked token without a PUK, validity ended — reissuance follows the issuance reference, by model and validity.
Revoking the previous certificate is handled in the same conversation, with no separately stated extra charge.
Ask for the reissuance price