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. Here’s an overview of the major differences:
- 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.
To enable email notifications for PODs for your mail pieces, adjust your email notification settings within your mailing profile. To do this, follow the steps below:
- Use the right navigation bar to navigate to the Mailing Profiles page.
- Find the mailing profile you would like to adjust the settings for and click the pencil icon to edit it.
- Scroll down to the Email Notifications box and select Enable Proof of Delivery Email Notifications. This will enable POD email notifications for all mail pieces created with this mailing profile. By default, notifications will be sent to the notification email of the user who created the mail piece. However, you can also choose to send email notifications to an alternate email address here.
- Click Save when you’re done.
POD email notifications can also be adjusted on a piece-by-piece basis if the Notification Control for the mailing profile is set to Allow Users to Set. This enables users to enable or disable email notifications as they are creating the mail piece.
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.
We have an entire article on our blog dedicated to this issue titled Certified Mail vs Certificate of Mailing: What’s the Difference?
Here’s a brief summary:
We occasionally hear from mailers that the window clerk at their post office is trying to charge them $0.47 for each piece of certified mail listed on their manifest (PS Form 3877). This is a misunderstanding on the part of the USPS employee, and the source of the confusion has to do with the difference between Certified Mail and Certificate of Mailing.
The best solution here is to refer the USPS employee to the USPS Domestic Mail Manual (DMM). Specifically, you can refer the employee to two sections in the DMM: 503.3.1 and 503.1.10. These sections specify that a receipt is included with Certified Mail and the mailer can acquire his receipt with PS Form 3877. We recommend printing these pages from the DMM and bringing them to the post office to clear things up.