Q & A

For immediate support during normal business hours, e-mail our Customer Support at: CS@iCerts.com

The fastest way to get your evidence of insurance or certificate of insurance, is to click the "Need a Certificate, Get Started Here" button at the top of our home page. Then follow the instructions based upon the appropriate request type.

Use the password re-set link found on the login page. Once the temporary password is received, manually enter it to achieve the best result. If you cut and past the temporary password, make sure to only cut and paste the temp password provided without any additional spaces or characters as it is case sensitive.

If the certificate request is for a sale of a property or new loan of any kind, such as a line of credit, reverse mortgage, refinance, or other misc new loan, the unit owner's lender or loan processor (or their representative: broker, attorney, real estate agent, etc) is responsible for securing the certificates. See our "Need A Certificate, Get Started Here" link on our home page for next steps.

If you are a unit owner and received a letter from your lender requesting an updated annual renewal certificate (not involving a new loan), please forward a copy of that letter to CS@iCerts.com for further instructions.

Once an order is placed in iCerts, it becomes a static document that cannot be edited or modified. If a revision is required or has been recently updated by the insurance agent, simply log back in and re-place your order. Once the new order is placed, email CS@iCerts.com and include the iCerts order # of each certificate(s) ordered with a brief explanation, and you will receive either a credit or payment transfer for each order(s) created in error associated with this loan.

Updated certificates become available on or after the renewal date, once the association has been updated by the insurance agent. If you have any questions regarding the renewal date (or any policy related questions in general), please contact the insurance agent directly, as they are the only ones who can discuss policy related concerns in iCerts. Once updated by the agent, please re-order a new certificate. Once the new order is placed, email CS@iCerts.com and include the iCerts order # of each certificate(s) ordered, and you will receive either a credit or payment transfer for each order(s) created in error associated with this loan.

When a CC is used, there will be additional convenience fees. If you wish to avoid this fee, please download the invoice and send a check by overnight or US Mail depending on your urgency. This payment method must include the iCerts invoice, or the order # listed in the memo section of the check found on the invoice.

Yes. Please email us at CS@iCerts.com with each order # associated with this loan, and we will transfer the payment of the 1st order to the new order if it is for the same loan.

If a credit has been issued, please allow at least 10 business days to be reflected on your statement. In some cases, it may take a billing cycle to reconcile. If you do not see a credit on your statement, please do not dispute the order and contact us immediately to resolve to avoid additional fees. Please Note: if a payment was issued by a 3rd party's credit card, please advise said party that the charges reflected on their statement will be from Instant Certs, Inc, and request they do not dispute the debt to avoid additional dispute fees.

iCerts offers 3 payment options: 1). by credit card (CC) at the moment the order is placed (you can also retrieve the CC information from another 3rd party, such as the unit owner or their representative and enter it to retrieve the certificate immediately); 2). by our 3rd party payment portal to request another party process this payment on behalf of the ordering party (see those on-screen instructions found on your order history tab or below); Once this payment is received, you will be notified via email. 3). or by sending a check by mail or overnight prior to receiving the certificate. ******Please Note: if a payment was issued by a 3rd party's credit card, please advise said party that the charges reflected on their statement will be from Instant Certs, Inc, and request they do not dispute the debt to avoid additional dispute fees******

The ordering party goes to their order history tab and clicks on the credit card icon next to their order, then chooses the 3rd party option and click continue. They then cut & paste and forward the instructions with the link & the random payment code to the 3rd party via email to process the payment. When the payment portal is opened and the code is entered, the credit card form appears where the card information is entered. Once payment is complete, the certificate will be available in the ordering party's order history tab ready for downloading.

Make sure that when entering this code, to only include the characters in the code provided without any additional spaces or characters, as this field is case sensitive. If this still does not work, then ask the ordering party to repeat this process by re-generating a new code and follow these instruction again.

If your credit card is not working for any reason and you require your certificate immediately, do not place a new order. 1st, try logging out of iCerts, then login back in and try again. If this does not work, try clearing your cache or changing your browser (Internet Explorer, Chrome, or FireFox, etc) or using a different credit card. We also suggest trying to access your account through a different computer, or the use of a smart-phone or tablet. If you continue to have difficulties, please try our 3rd party payment portal; This will allow you to forward instructions to another party to process the payment on your behalf (see those on-screen instructions found above, or on your order history tab). **Please remember these fields are case sensitive and to only enter the requested information without any additional spaces or characters. Manually entering this information is best** As a last resort, you can download your invoice and mail or overnight your payment depending upon your urgency. Once received, you will be able to download your order (see below for order retrieval instructions once the payment is delivered to us).

When a payment is received by overnight courier or US mail, it may take a couple of days to process. If you overnighted the payment and it was received and signed for by our front desk, please forward a copy of that signed tracking received receipt to CS@iCerts.com. We can immediately release the order based upon that.

Only the ordering party can access the order that was placed. They would simply log back into www.iCerts.com (their login is their email address), and go to the “order history” tab, as each order ever placed by them is archived there.

If you have a policy related question or you required additional information be added to the certificate, please contact the insurance agent of record directly to request their assistance, as they are the only ones who can change policy related content. If updated by the agent, please re-order a new certificate. Once the new order is placed, email CS@icerts.com and include the iCerts order # of each certificate(s) ordered, and you will receive either a credit or payment transfer for each order(s) created in error associated with this loan (also see the "Revisions, Duplicates & Credits" link on your order history tab).

This is usually a setting issue that prevents portions of content from being viewed, and condenses visibility to the right hand side of your screen. If you are using internet explorer, please change your zoom in/zoom out and/or text size settings found on the “View or Page” dropdown menus on the upper left hand portion of your screen. *If you are using different browser, see their related help page to view the entire screen.

Since this is not a contract of insurance, but merely an evidence of insurance, wet signatures are not required. We work with underwriting departments on a daily basis, and our certificates are accepted as is without a wet signature.