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Alert ID : INFO1659

Last Modified : 10/16/2018

GeoTrust FAQs

Description

Questions:

How do I check my order status?
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.
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 for Extended Validation entail? 
How do I complete Reissuance of a certificate?
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 do I place a renewal certificate request?
Why does my renewal have to go through the validation process again?
I reissued my certificate a few hours ago, and I have not received it.
Can I add/change hostnames during a Reissue/Replacement?
If an order is canceled within 30 days, do I receive an automatic refund?
How do I update contact information in on a request?
Why was my order flagged?
Can I request a Wildcard certificate?
Can I request a certificate with Subject Alternative Name(s) – SANS?


How do I check my order status?

Sign in to the GeoTrust Security Center (GSC) account using your account username and password
Within the list of certificates, click the Certificate you require the information on
You will be able to see the status of your certificate under the Order Summary page
 

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 details. During the validation process.

The Order Summary Tab will display related messages regarding the processing of your order, we 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 1-2 business days, the certificate's technical contact will receive an email containing your certificate and instructions for installing it.  Domain Validated certificates can be issued in as little as 10 minutes after the certificate request is approved by the Domain Approver. For Extended Validation (EV) Certificates, the processing time is more comprehensive, and may take at least 1 to 10 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 GeoTrust

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

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

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


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 a representative of the Organization.
  • Extended Validation Certificates require additional Authentication steps, please contact Customer Support for more details.

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 a Domain Control Validation 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 Verification?

Verification confirms;

  • The Organization requesting the certificate is in business and operates in the country listed in the enrollment
  • The Organizational Contact is a representative of the Organization
  • Extended Validation requires the Organizational Contact is aware and approves of the certificate request
  • Extended Validation requires the Technical Contact is authorized to receive the certificate.


What does verification for Extended Validation 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 a representative 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.

How do I complete Reissuance of a certificate?

To qualify for reissuance, all existing core SSL certificate details must remain the same (including fully qualified domain name). Generate a new SSL Certificate Signing Request (CSR) on your web server and begin reissuance from this link:

  • Sign in to the GeoTrust Security Center (GSC) account
  • Within the list of certificates, click the Certificate entry that needs to be reissued
  • Under the Order Summary tab, Click Reissue
  • Check the Certificate Information and make sure this is the correct certificate
  • Select the Server Platform
  • Paste the new Certificate Signing Request (CSR) where requested on the web form and submit



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?

You should contact Customer Support via chat, or telephone to update the credit card information. In addition, your credit card or bank may have a hold on the card, so contact them first to release the hold, then Customer Support to retry payment.

 

How do I place a renewal certificate request?

To renew a GeoTrust Certificate, go to http://www.geotrust.com/ssl/renew-ssl-certificates.html?sl=2VXCQ-0000-03-00 

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, Customer Support will need to re-validate it before issuing.  

Domain validated orders go through the same validation process as the initial order.


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

You can sign-in to status page at any time to get the most up to date information on your order. If your replacement contains any additional domains that require validation, Customer Support 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.

If an order is canceled 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 update contact information, please contact Customer Support.

Why was my order flagged?

GeoTrust’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.

Can I request a Wildcard certificate? 

GeoTrust options include both Domain or Organization validated Wildcard certificates
OurTrue BusinessID certificates offer strong business-level security for all subdomains. Most certificates issued in one day

QuickSSL® Premium Wildcard certificates offers a quick solution to secure all your subdomains, most certificates are processed within minutes.

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

SAN is an optional feature available during your SSL purchase.

Individual UC/SAN can only be purchased after your initial purchase of an SSL Certificate and UC/SAN 4-pack.

SAN can be added to your wildcard certificate with SAN to expand certificate functionality, allowing you to secure different domains or multi-level subdomains.