Check the certificate's status
In the Client Area, go to Services > My Services and open the certificate (or the hosting service it's attached to).
| Status | What it means |
|---|---|
| Awaiting Configuration | We're waiting for your CSR and details. See Set Up a Paid Certificate for a Site Hosted Elsewhere. |
| Attempting Configuration | Automatic setup is in progress on our hosting. |
| Waiting for Authentication | Domain validation isn't finished yet. See below. |
| Waiting for Manual Vetting | OV/EV only: the certificate authority is checking your organization. If this lasts more than 5 business days, open a support ticket. |
| Completed | The certificate is issued. |
| Failed Security Review | The certificate authority flagged the order for a manual check. Open a support ticket and we'll follow up. |
Stuck waiting for validation
- Email: check spam, and make sure the approver mailbox (for example [email protected]) actually exists. To send it to a different address, open the certificate in the Client Area and click Change Approver Email under Actions, or ask us to resend it.
- DNS: check the record was added exactly as shown, on the right domain, and give it time to update. Remove any old records from earlier attempts.
- File: open the file's address in a private browser window. It must load as plain text with no login, redirect or error page. It has to work on the exact domain being secured.
- On our hosting: the domain must point to your hosting. Check its A records or nameservers (see Managing Your DNS Records). If you use Cloudflare, see Cloudflare: SSL/TLS Settings.
Reissue a certificate
Reissue if you lost the private key, moved servers or need a new CSR.
- Open the certificate in the Client Area and choose Reissue Certificate from its actions.
- Paste the new CSR and click Continue.
- Approve the email sent to the approver address. Reissues can only be approved by email.
- Choose Retrieve Certificate to download it, then install it.
Renewals
- During your term, the certificate is reissued automatically before each one expires. On our hosting it's installed for you. Elsewhere, you'll get an email and need to install it.
- At the end of your term, we send a renewal invoice. After it's paid, the new certificate is set up the same way as the first one.
- "This certificate cannot be renewed" means the previous order was never validated. Place a new order instead, or open a support ticket.
Getting expiry warnings you're not sure about? See What the SSL Warning Emails Mean.
Site seal
Paid certificates come with a site seal you can show on your website. Open the certificate in the Client Area and choose Get Site Seal Code, then paste the code into your site's footer.
Still stuck? Open a support ticket with the domain and a screenshot of the status or error.
