A "connected" product is a physical product which has been made interactive by a label containing a QR code or an NFC chip, i.e. by a so-called "smart tag". By scanning the code or placing their smartphones close to the chip, consumers are directed to a site that offers services, such as the authenticity verification service, or content, such as a video of the latest fashion show, or information regarding sustainability.
How can we help you?
Find the answers to the most commonly asked questions about product authentication and connected products.
What is a connected product?
What use are connected products?
A connected product is a digital channel capable of creating interaction between a brand and consumers. Using this technology, the brand can convey information, content and services designed specifically for a given product.
What is a smart tag?
A "smart tag" is a label, a hangtag or any other medium containing a QR code or an NFC chip. A smart tag makes a physical product interactive or, in other words, “connected”.
Where are smart tags located?
Smart tags are usually sewn onto a garment or simply attached to the packaging of a product. Depending on the product and the choices of the brand, it can be found inside a garment, on a bag, on the tongue of a shoe, on a perfume bottle, on the temple of a pair of glasses, on a watch, etc.
How can I identify which smart tags allow me to access the authenticity verification service powered by Certilogo?
Smart tags that allow access to the authenticity verification service powered by Certilogo often display the CLG Code. It’s easy to find: it’s a 12-digit numeric string preceded by the acronym CLG, for example “CLG 000 000 000 000”.
Could a smart tag not have a CLG Code, yet still allow access to the authenticity verification service powered by Certilogo?
Yes. That’s why we recommend that you always visit our list of connected brands to discover the collections of products for which the authenticity verification service powered by Certilogo is available.
What is the authenticity verification service powered by Certilogo?
The authenticity verification service powered by Certilogo allows you to check that the products you have bought or are about to buy are 100% authentic simply by using your smartphone. You just need to scan the QR code or place your smartphone close to the NFC chip to start the application and receive a reply in a matter of seconds.
Which products offer the authenticity verification service powered by Certilogo?
Visit our list of Connected Brands to discover the collections of products for which the authenticity verification service powered by Certilogo is available.
I found a smart tag with a CLG Code. Does that mean my product is authentic?
Not necessarily. The only way to be sure that a product is authentic is to perform an authenticity verification. It's simple and it only takes a few seconds.
Is it possible to use the authenticity verification service powered by Certilogo more than once on the same product?
Of course. Obviously, the replies always need to be truthful and the use must comply with the Terms and Conditions regarding use of the service.
Are you experiencing problems with the authenticity verification service powered by Certilogo? Write to us at help@certilogo.com
Can I share the CLG Code on the smart tag of one of my products with friends who want to try it?
No, if you want to share the experience of using the authenticity verification service with your friends, show it directly by using your own smartphone, tablet or PC. Our AI algorithms are designed to identify anomalies in the use of the verification service and, therefore, the system’s reply also depends on who carries out the verification, meaning that your friends may receive a negative reply. Furthermore, it would represent a "misuse" of the platform under the Terms and Conditions of Service that you have accepted.
What should I do if I have shared my CLG Code smart tag with someone else?
No problem, just write to help@certilogo.com or contact our customer care.
Can there be two products that have a smart tag with the same CLG Code?
No, every smart tag has a unique CLG Code linked to a specific product.
Counterfeiters may try to create copies or replicas of CLG Code to make their fakes look authentic, but they cannot trick the authenticity verification service powered by Certilogo which, during the verification phase, will never reply that it is "Authentic".
Counterfeiters may try to create copies or replicas of CLG Code to make their fakes look authentic, but they cannot trick the authenticity verification service powered by Certilogo which, during the verification phase, will never reply that it is "Authentic".
Is it possible to check the authenticity of a product sold online before purchase?
No, to be sure that the product is authentic it is necessary to have it with you.
Finding the Certilogo Code published online, or receiving a photograph from the seller, does not guarantee that the product is authentic. The only way to be sure that a product is authentic is to perform an authenticity check when you have it with you.
Certain products sold online could potentially come with an active SOA - Certilogo's Seal of Authentication. When purchasing a product online, ask the seller whether a SOA is available for the product in question.
The SOA is a digital twin of the smart tag showing the CLG Code that sellers can get from Certilogo and display in their online listings to prove that they are selling an authentic product. Buyers can scan the SOA they find in the online listing to check that the product is authentic. To make sure that the product shipped is the original one, we recommend that you scan the physical tag you find attached to the product once you receive it. If you wish to verify the authenticity of a product sold online before purchase and there’s no active SOA in the listing, do not worry: Certilogo will show you how to ask the seller to provide one.
Finding the Certilogo Code published online, or receiving a photograph from the seller, does not guarantee that the product is authentic. The only way to be sure that a product is authentic is to perform an authenticity check when you have it with you.
Certain products sold online could potentially come with an active SOA - Certilogo's Seal of Authentication. When purchasing a product online, ask the seller whether a SOA is available for the product in question.
The SOA is a digital twin of the smart tag showing the CLG Code that sellers can get from Certilogo and display in their online listings to prove that they are selling an authentic product. Buyers can scan the SOA they find in the online listing to check that the product is authentic. To make sure that the product shipped is the original one, we recommend that you scan the physical tag you find attached to the product once you receive it. If you wish to verify the authenticity of a product sold online before purchase and there’s no active SOA in the listing, do not worry: Certilogo will show you how to ask the seller to provide one.
Who can I contact for assistance with the authenticity verification service powered by Certilogo?
Certilogo’s Customer Care is available at help@certilogo.com.
Requests sent after 18.00 CET, or over the weekend, will be answered on the next business day.
If, on the other hand, you are experiencing problems with a product that has been purchased, you will need to contact the retailer where you purchased the product or contact the Brand's customer service.
Requests sent after 18.00 CET, or over the weekend, will be answered on the next business day.
If, on the other hand, you are experiencing problems with a product that has been purchased, you will need to contact the retailer where you purchased the product or contact the Brand's customer service.
My Certilogo account is locked. What should I do?
The best way to avoid having your account locked is to follow our Terms & Conditions of use.
Is your account locked? Write to customer care.
Is your account locked? Write to customer care.
What is the Certilogo "Refund Assistance Report"?
The Refund Assistance Report is a free document with which Certilogo confirms that your authenticity verification on a particular product produced a negative result. You can attach this document to any complaint that you decide to submit to whoever sold you the product, to the credit card company or to the payment service you used to make the purchase.
How can I get a Certilogo “Refund Assistance Report”?
If your product is not genuine, at the end of your authentication, you will see the reply “Fake” and a series of buttons with which to take further action.
Select the "Refund Assistance Report" button.
If the button is not displayed, send an e-mail to help@certilogo.com explaining your problem and attaching at least two clear, close-up photos of the product and the smart tag with the CLG Code.
Select the "Refund Assistance Report" button.
If the button is not displayed, send an e-mail to help@certilogo.com explaining your problem and attaching at least two clear, close-up photos of the product and the smart tag with the CLG Code.
How long does it take to receive a Certilogo Refund Assistance Report?
Certilogo’s Refund Assistance Report will be sent immediately, after completing the required form, to the e-mail address used to register for the service.
Will Certilogo refund me?
No. Certilogo’s Refund Assistance Report is a free service to substantiate any claim that you may wish to send to whoever sold you the product, to the credit card company or to the payment service you used to make the purchase.
What is Certilogo’s Seal of Authentication (SOA)?
Certilogo’s Seal of Authentication is a “virtual twin” of the smart tag with the CLG Code and is used by both sellers and buyers when a product is sold online, i.e. when there is no physical contact with the smart tag.
Why is the SOA useful for sellers and buyers of products sold online?
The SOA is used by the seller to demonstrate that the product offered for sale online is authentic and, at the same time, it is used by the buyer to check the authenticity of that same product even before physically receiving it.
I am an online seller: how does the SOA work?
You can only apply for a SOA if you can prove that you physically possess a genuine product. To obtain it, you just need to perform the authenticity verification and follow the instructions that you are presented once you receive the reply "Authentic". We will ask you to list the platforms on which you intend to sell the product and upload clear, close-up photos of your product and the smart tag with the CLG Code. We will send you the SOA in PDF format by email within 24 hours and you can publish it on your advertisement or site.
I am an online seller: do I have to use any special precautions regarding the SOA?
Yes, as indicated in the Terms and Conditions of the service, it is important never to post a photo of the physical smart tag on your site or advertisement. The reason is that scanning or entering the CLG Code initiates an authentication process that can only be completed by whoever physically possesses the product. If you make the CLG Code public and various users initiate authentication without physically having the product, the system reports an anomaly and your customers will not be able to check the authenticity of the product you are trying to sell.
If, on the other hand, you create and publish the SOA, you give all potential buyers the opportunity to check the authenticity of the product before purchasing and you will make your original products more attractive.
Have you mistakenly shared a smart tag with a CLG Code with someone? Write to customer care
If, on the other hand, you create and publish the SOA, you give all potential buyers the opportunity to check the authenticity of the product before purchasing and you will make your original products more attractive.
Have you mistakenly shared a smart tag with a CLG Code with someone? Write to customer care
I am an online seller: how can I modify, manage or deactivate my SOA?
You just need to retrieve the email in which we sent you the SOA. You will find a link to manage your SOA or update the platforms on which you are selling your product. If you have any further questions regarding your SOA, please email us at customer care
I am an online buyer - how does the SOA work?
If you are considering purchasing a product offered online and equipped with a smart tag with a CLG Code, the seller may have published a SOA on their site or advertisement. In such cases, you just need to scan the QR code on the SOA using a smartphone or merely type the digits on the CLG Code (eg. CLG 000 000 000 000) on www.certilogo.com/code and follow the instructions.
The reply “Authentic” means that the online seller actually has a genuine product and you can buy it with peace of mind. Upon receiving the product, scan the accompanying physical smart tag, so you can confirm that the seller has shipped the correct product.
The reply “False”, on the other hand, means that the online seller has fraudulently copied the SOA of another legitimate online seller, naively believing that they can circumvent our anti-counterfeiting system.
The reply “Authentic” means that the online seller actually has a genuine product and you can buy it with peace of mind. Upon receiving the product, scan the accompanying physical smart tag, so you can confirm that the seller has shipped the correct product.
The reply “False”, on the other hand, means that the online seller has fraudulently copied the SOA of another legitimate online seller, naively believing that they can circumvent our anti-counterfeiting system.
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