On this page you will find the most frequently asked questions and answers, to help you outside office hours. Is your question not listed? Check our extensive online knowledgebase or contact us during office hours.
Your certificate has expired, what to do?
The expiry date of a certificate is part of the certificate itself, so you will have to order the renewal or reissue via our control panel as soon as possible. In order to be able to place this order, you should preferably create a new CSR and install it on your server after delivery of your new certificate. We have a collection of manuals available for instructions.
You have ordered a certificate, but have not yet received it, what is the status of my order?
For an up-to-date status of your order, you can log in to the Control Panel. If there are any open actions, you can find them here. Only when all validation steps have been completed the certificate can be issued. For domain validation certificates, the issuance can often take place automatically, provided the so-called DCV step has been successfully completed. If you experience problems with this, take a look at our knowledgebase article.
For Organization and Extended validation certificates, the checks only take place during office hours. For questions outside office hours it is best to email, in the evenings you may receive a response if our employees are still present.
You have received the certificate, but are having trouble installing it
Our support department is available during office hours by phone and email. Outside office hours, tickets - depending on the complexity - may be answered by our validation staff if they are still present. For self-help is our online knowledgebase available.
For urgent issues you can also contact the Sectigo helpdesk.
You want to have a certificate revoked
If your server has been hacked, or if you want to have the certificate revoked for another reason, you can choose from the following two options:
- Log in to the Xolphin control panel, find the certificate and choose 'Revoke certificate' at the bottom of the certificate details. The certificate will then be revoked within 24 hours.
- Revoke the certificate via the Sectigo Certificate Revocation Portal
You accidentally entered wrong certificate information and want to change the certificate
Unfortunately, it is not possible to change incorrect data in the certificate after it has been issued, for this you will have to request a new certificate. You can cancel the already issued certificate free of charge within 30 days after issuance via the Control Panel. Select Revocation Request for the certificate, after which you can send a cancellation request by email.
You have requested a certificate and want to pay for it
We deliver certificates on account as standard. Within 24 after delivery you will receive an invoice by e-mail to the e-mail address you have provided, which you can pay within 21 days. For other payment options, please contact firstname.lastname@example.org.
I bought a certificate for several years, but now I have already received a renewal email from you before the end date. How is this possible?
Longer certificate periods than 1 year work through 'Subscription SSL'. Despite the industry-wide limitation of the maximum duration to 1 year, you can take advantage of the advantages of an SSL certificate with a longer validity period.
You can take out a subscription for a maximum of 5 years, whereby the technical life of the certificate is 1 year each time. You pay once in advance, which means that the price per year is lower. Once a year you renew the certificate by ordering a 'Reissue' with a new CSR, after which we go through the validation process again. More information.
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