Q & A

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 without any additional spaces or characters as it is case sensitive.

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

To get retrieve a certificate, click the "Need a Certificate, Get Started Here" button at the top of our home page, then follow the listed instruction based upon your request type. Please note that each property address requiring a certificate, a new order must be placed and paid for individually.

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.

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 a payment transfer for each order(s) created in error associated with this loan. If you require the certificate immediately, then pay for this order now so you have it. To receive a credit for the previous order, provide us with each icerts order # related to this request per the instructions above.

Unfortunately, we do not control the policy aspects of associations, only the certificate ordering process. Please note that certificates for new policy periods can only be updated in iCerts by the insurance agent, usually on or about the expiration date of the associations policy. Go ahead and place your order now if you haven't already done so, so you can submit it to underwriting to receive loan approval. Once updated by the agent, follow the instructions below! If and when the association has been updated by the agent (on or after the renewal date), please log back into your account and re-place your new order at no additional charge. Once the new order is placed, reply to this email and include the iCerts order # of each certificate(s) ordered, and you will receive either a credit or payment transfer for any previous order(s) related to this loan.

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 you require an updated certificate outside our normal business hours, go ahead and pay for the new certificate again so you have it, and we will provide you with a credit upon our return.

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.

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******

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.

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.

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).

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.

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 this document.

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.

The 1st step is to place an order, as the information you are requesting is likely already on that certificate. If you still have a policy related question of any kind, or you required additional information be added to the certificate, please email our customer support (CS@iCerts.com) to request further assistance.

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. If your request involves a new loan, please have your lender contact us for direct assistance with this certificate request.

If your request involves a new loan, please have your lender contact us for direct assistance with this certificate request. If it does not involve a new loan and you received a letter from your lender, please forward a copy of that letter to our customer support at CS@iCerts.com for assistance. If you have already provided us with the letter, simply email our customer support for further assistance.

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.

The fee associated with an EOI request varies by association, and is determined by the responsible insurance agent. Lenders: If you have already registered for an iCerts user account, please login then search for the association by state and name. The fee will then be displayed before an order is placed. If you do not have an account, please register for your iCerts user account here.