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General Information ID : INFO1648

Partner Center FAQs

Description

Questions:

How do I check my order status in Partner Center?
My order status says, "In Progress". What does that mean?
Why is my order pending?
How long does the process take?
Can I expedite my order?
How to contact Customer Support for help with order validation.
How do I sign in to my Partner Center/GeoCenter account?
I just sent you my required documents, have you received them?
What is Organization Authentication?
How is my domain authenticated?
What is Verification?
What does verification entail? 
The Reissue/Replacement button is grayed out, what should I do?
How much does a Reissue/Replacement cost?
I received an email saying you have tried the verification call, can you call me now?
Can I schedule my verification call?
Payment failed on my pending order, what should I do?
How to contact Reseller Support for help with account issues.
How do I place a renewal certificate request?
Why does my renewal have to go through the validation process again?
I tried to enroll for a certificate, and received this error: We are currently unable to fulfill your request.
I revoked and replaced my certificate a few hours ago, and I have not received it.
Can I add/change hostnames during a Reissue/Replacement?
How can I revoke my certificate?
If an order is revoked within 30 days, do I receive an automatic refund?
How do I update contact information in my account?
I have a question about my contract, who do I contact?
How is my credit card charged on a Pay As You Go contract?
Why was my order flagged?
I am a customer of a reseller, how do I locate the status of my order?
Can I request a Wildcard certificate?
Can I request a certificate with Subject Alternative Name(s) – SANS?
I would like to run a report of to see all of my certificates.   How do I do that?
How do I add an additional login to the Partner Center?
I do not have an active contract and I need to enroll for a certificate ASAP.   What do I do?



How do I check my order status in Partner Center?

From your Partner Center account, choose the Quick Search option, and establish the Search Criteria. In the results, click on the Order ID number, and view the Authentication status section. Any special messages from Customer Support are posted under Messages about your order.


My order status says, "In Progress". What does that mean?

If the Authentication Status area includes the alert "In Progress", review the alert under Messages about your order, and respond immediately to ensure faster processing of your certificate request. If your certificate request requires further action or information on your part, you will also be notified by e-mail and/or telephone. Prompt response to these requests enables swifter processing of your order. 
 

Why is my order pending?

Customer Support begins processing all orders within one business day, and your certificate will be issued once Authentication is complete. For the benefit of you and your customers, all certificate orders undergo a stringent authentication process to confirm the legitimacy of the submitted CSR details. During the validation process Customer Support will send you communications on any required actions that need to be completed by you.   

How long does the process take?

When Authentication and processing is complete, within an average of 2 business days, the certificate's technical contact will receive an email containing your certificate and instructions for installing it. Domain validated certificates may entail a shorter processing period. For Extended Validation (EV) Certificates, the processing time is more comprehensive, and may take at least 5 to 7 business days.

Can I expedite my order?

Authentication for new certificates could take 24 hours, or up to several days. This depends on the Verification information you provide, and whether or not your certificates are pre-approved. In extreme circumstances, such as a pending renewal request on an expired certificate, contact Customer Support to expedite an order.

How to contact Customer Support for help with order validation.

Contact Symantec

https://www.websecurity.symantec.com/support/contact

Contact Thawte

https://www.thawte.com/support/contact

Contact GeoTrust

https://www.geotrust.com/support/contact


How do I sign in to my Partner Center/GeoCenter account?

To access to your Partner Center account, login from one of the links below:

Symantechttps://products.websecurity.symantec.com/geocenter/reseller/logon.do
GeoTrusthttps://products.geotrust.com/geocenter/reseller/logon.do
Thawtehttps://products.thawte.com/geocenter/reseller/logon.do 

Your universal login url is pre-determined during account enrollment, and not based on individual certificate requests. If you forgot your user name and/or password, or need to add an additional administrator to your account, please contact the Reseller Support team.

I just sent you my required documents, have you received them?

Our typical turnaround time for processing incoming documentation is 1 business day.

How is my domain authenticated?

For Domain Validated orders, Customer Support first tries to authenticate the domain listed in your SSL enrollment through publicly available domain name registration information. If we cannot automatically authenticate your domain name control, we require an authorization letter from that domain's owner. This step prevents applicants from fraudulently or accidentally obtaining SSL Certificates for domains that do not belong to them.  

What is Organization Authentication?

Organization Authentication confirms;

  • The Organization and Organizational Contact are not listed in U.S. Government denied entity lists.
  • The Organization is registered or licensed to conduct business.
  • The Organization owns or has the right to use the requested domain.
  • The Organizational Contact can be verified as an employee of the Organization.
  • Extended Validation Certificates require additional Authentication steps, please contact Customer Support for more details.


What is Verification?

Verification confirms;

  • The Organization requesting the certificate is in business and operates in the country listed in the enrollment
  • The Organizational Contact work is an employee of the Organization
  • The Organizational Contact is aware and approves of the certificate request
  • The Technical Contact is authorized to receive the certificate.


What does verification entail?

In order for us to fulfill our Verification requirements, Customer Support must be able to contact your Organization, and confirm that the Organizational Contact applying for the certificate is an employee of that Organization listed in the order. Customer Support will then need to reach the Organizational Contact directly to confirm their knowledge of the order.  

Customer Support must obtain an independently verified telephone number for the Organization (e.g. using directory assistance or an approved telephone directory), and call that number to ensure that we can get through to the Organizational Contact. If we are unsuccessful in obtaining a valid third-party telephone number for the organization, we will send an e-mail to the Organizational Contact with alternate options.  

The Reissue/Replacement button is grayed out, what should I do?

Three free reissues/replacements are allowed during the first 30 days of issuance and two total reissue/replacements beyond 30 days. If these limits are exceeded, and a reissue/replacement is required, please contact Customer Support.

How much does a Reissue/Replacement cost?

Reissue/Replacements are free for the life of the certificate.

I received an email saying you have tried the verification call, can you call me now?

If you are currently in the office, you can contact Customer Support to initiate the Verification process.  

Can I schedule my verification call?

You can contact Customer Support via e-mail, chat, or telephone to schedule the Verification call. 

Payment failed on my pending order, what should I do?

If the credit card information from your Pay-As-You-Go contract cannot be fulfilled on an individual certificate request, the request will not issue until payment is updated for the specific order.

 

To settle payment, please:

 

1. Login to your Partner Center account, click Update Credit Card, and enter new credit card details. This will update your Pay-As-You-Go contract on future Certificate orders, but will not be automatically applied to requests placed beforehand. A Customer Support representative must manually update or re-try payment on all pending requests. If the credit card information does not require a change, and needs to be re-tried, please skip to option 2.

 

2. Contact Reseller Support to provide the CCV authorization code (3 digit code on back of card) as verification.

 

How to contact Reseller Support for help with account issues.

E-mail

U.S., Latin America, Canada:
GeoTrust - partnersupport@geotrust.com
Thawte - partnersupport@thawte.com
Symantec - partnersupport@symantec.com

Europe, Africa, Middle East:
GeoTrust - emeapartnersupport@geotrust.com
Thawte - emeapartnersupport@thawte.com
Symantec - emeapartnersupport@symantec.com  

Asia-Pacific, Australia, New Zealand:
GeoTrust - apacpartnersupport@geotrust.com
Thawte - apacpartnersupport@thawte.com
Symantec - apacpartnersupport@symantec.com  

Telephone

Worldwide:

Symantec, Thawte, GeoTrust: For Platinum and Gold Partners only (PIN required) – 1-877-474-7877 (US Toll-Free) or 1-520-477-3116

For other partners dial local Customer Support number.

How do I place a renewal certificate request?

To renew a certificate, login to your Partner Center account, and select the Renewal button. After determining the Date Range, choose the Renew Now option next to the appropriate certificate details, and Renew Order.

Why does my renewal have to go through the validation process again?

For the benefit of you and your customers, all certificate orders undergo a stringent Authentication process to confirm the legitimacy of the submitted Organization and Common Name. Authentication for additional or renewal certificates could take as little as 1 hour, or up to several days, depending on if the information you provide has already been Authenticated in past orders. If any information has been updated from a previous order, Thawte will need to re-validate it before issuing.  

I tried to enroll for a certificate, and received this error: We are currently unable to fulfill your request.

When this error occurs, the Pay As You Go contract in your Partner Center account has expired.

To re-active your Pay As You Go contract, please:

Login to your Partner Center account, click Update Credit Card, and enter new credit card details.

Re-attempt the renewal certificate enrollment.

I revoked and replaced my certificate a few hours ago, and I have not received it.

You can sign-in to your Partner Center account at anytime to get the most up to date information on your order. If your replacement contains any changes in the CSR, or order contacts, Customer Support will need to will need to re-validate it before issuing.  

Can I add/change hostnames during a Reissue/Replacement?

To qualify as a replacement certificate, the CSR details must be the same as those in the certificate being replaced. A host name or Organizational Unit change is not considered a change to the CSR information. Replacements with new information require a new enrollment, and revocation of the original certificate request. The new order must be re-validated, and is free of charge for the first 30 days of the certificate term. Please contact Customer Support after revocation and re-enrollment on a certificate with new information.

How can I revoke my certificate?

If the order was issued within 30 days, click on Reissue/Revoke Certificate in your Partner Center account to initiate the revocation process.

If an order is revoked within 30 days, do I receive an automatic refund?

Yes, the refund process is initiated automatically immediately after an order is revoked.

How do I update contact information in my account?

To add or change the contacts in your Partner Center account, please contact Reseller Support.

I have a question about my contract, who do I contact?

If questions arise regarding your contract, contact your Sales Representative, who is listed on the left hand side of the page in your Partner Center account.

How is my credit card charged on a Pay As You Go contract?

Payment on a certificate placed from a Pay As You Go contract is only processed when a certificate request is approved and issued. Pending requests that do not reach completion are not charged.

Why was my order flagged?

Partner Center’s authentication engine is programmed to automatically flag certain orders for a quality review before issuance. The system will look for specific information on all order enrollments (including renewals). For example, orders from certain countries may get reviewed, or orders with certain defined terms will trigger a review. This system of checks ensures no fraudulent orders are issued.

I am a customer of a reseller, how do I locate the status of my order?

The status page can only be accessed by the Corporate or Technical contact listed in the order. The URLs for the status page are: 

Thawte: https://products.thawte.com/orders/orderinformation/authentication.do?brand=THAWTE

Symantec: https://products.websecurity.symantec.com/orders/orderinformation/authentication.do

GeoTrust: https://products.geotrust.com/orders/orderinformation/authentication.do?brand=GEOTRUST

Once the status page link is accessed by the Corporate or Technical contact on the order, they will need to enter the following:

  1. Fully qualified common name

  2. Email address of Corporate or Technical Contact in the order

  3. Image Number  

    The contact will need to click Request access on the next screen and an email will be sent to the email address previously entered with the link to access the temporary order status page. After clicking on the link the email, the customer will have the option to View Order Information, View Certificate Information, Reissue Certificate, and Revoke Certificate.

Can I request a Wildcard certificate?

Thawte SSL Web Server Wildcard and GeoTrust TrueBusinessID certificates are available to purchase in your Partner Center account. If these products are unavailable in your contract, please contact your Sales representative to have it added. 

Can I request a certificate with Subject Alternative Name(s) – SANS?

During enrollment of a certificate, under Secure Additional Domains, enter in SAN’s common names in the Add Additional Domains area.

I would like to run a report of to see all of my certificates.   How do I do that?

To view a complete report of certificates from your Partner Center account, click on Detail to view all certificate activity.


How do I add an additional login to the Partner Center?

To request a new contact, please have a contact on the Partner Center account make the request to Reseller Support.


I do not have an active contract and I need to enroll for a certificate ASAP.   What do I do?

If your contract is inactive, and certificate is required immediately, select the Update Credit Card link to enable a Pay As You Go contract in your Partner Center account. This feature will allow you to put a credit card on file for purchases up to one year. If other forms of payment are required, contact your Sales Representative, who is listed on the left hand side of the page in your Partner Center account.