Frequently Asked Questions
Have a question? We have answers!
Below you’ll find answers to some of our most commonly asked questions. If you can’t find the answer you’re looking for, please contact support.
Click on your name in the top menu bar and select My Profile. At the bottom of the page you will find the option to change your password. Note that changing your password requires you to sign out of e-Certify.
Only admins have access to view company usage information. If you are an admin, click Company at the top of the right navigation bar. On the Company page, select the heartbeat icon. Here you will find information about your contract dates and credit usage.
Admins and users have different levels of access within e-Certify. Admins have access to everything on the site regardless of any permission group assignments, though, the Display Filter still applies. Users are more limited in what they can access.
- Right navigation bar options: Admins will see all the options in the right navigation bar. Users will only see the Control Panel.
- Control Panel options: The Control Panel looks slightly different for admins compared to users. Admins have access to all the tiles while users will only have access to a select few.
- Exception Snapshot: Only admins will see the Exception Snapshot option in the top menu.
Find screenshots and learn more about admins and users here.
We highly value the feedback we receive from our customers, and we frequently implement new features that come directly from customer suggestions. To leave your feedback, follow the steps below:
- Sign in to e-Certify
- Open the left navigation bar
- Click Support (the question mark icon) and select Feature Request
Proof of Delivery (POD)
The USPS transmits proof of delivery (POD) files to ConnectSuite in several batches each Monday between 00:00-23:59. Note that ConnectSuite processes the PODs as the USPS makes them available, and it may take up to 24 hours to complete POD processing, make it available in e-Certify, and, if applicable, email it to you. PODs become available via ConnectSuite Automate between 02:00-06:00 your local time. In the event a POD is not available in e-Certify by the start of business Tuesday morning the week following the first Monday the POD was expected, please contact support for further investigation.
There are multiple ways to locate a POD in e-Certify. If you have the tracking number for the piece, you can use the search feature in the top right of the screen. You can also follow these steps:
- Navigate to the Piece Search page from the left navigation bar.
- Enter the tracking number into the search field, then click Go
- Click the POD icon to the right of the piece information
If you don’t have the tracking number on hand, you can navigate to the Piece Search page and search with other criteria.
Navigate to the Piece Search page and click Advanced next to the search field. Enter Delivered for Status and TRUE for POD. You can also choose to enter a date range. To see what this looks like, click here.
Great question! While not common, we do see this from time to time. Contact support for information on ways we can mitigate these seemingly erroneous scans.
PS Form 3877
A round-dated PS Form 3877 (Firm Mailing Book for Accountable Mail) receipt is included in the Certified Mail fee. The 3877 provides you with a manifest of all the pieces that are part of any single mailing job. Taking your mail pieces and associated 3877 to the post office and receiving a round-dated stamp provides proof the USPS has those mail pieces in their possession.
Certified Mail fees include “proof of mailing” per USPS Domestic Mail Manual (DMM) 503.3.1. A round-dated PS Form 3877 receipt is included in the Certified Mail fee. Some USPS window clerks are confusing “Certfied Mail” with “Certificate of Mailing” and are charging Certified Mail customers 40 cents per item on the 3877. This is a misunderstanding on the part of the USPS employee. If you experience this situation at the USPS Retail Unit, please refer them to DMM 503.3.1 and DMM 503.1.10. Certified Mail created by ConnectSuite includes the correct postage for the mailpiece including all Extra Services fees. The USPS should not be charging additional fees at the time of mailing. If you cannot resolve the issue using the above references, feel free to contact support to help resolve USPS issues.