Frequently asked questions
Do I need my own CSR?
Yes — you always generate and paste your own CSR. It keeps your private key on your own server. How to generate a CSR.
Who can order and pay?
The account holder, ordering contacts and renewals contacts can order. Any contact can pay an invoice. Billing contacts manage payments only and cannot place orders.
Can I add people to my account?
Yes. The account holder can add billing, ordering and renewals contacts, suspend them temporarily, or remove them. Team management is only visible to the account holder.
How long is a certificate valid?
As at 2026, up to 200 days, and this will reduce over time. Your order covers 12 months; reissues are free to cover the difference.
| From | Maximum certificate lifetime |
|---|---|
| Before 15 March 2026 | 398 days |
| 15 March 2026 | 200 days (where we are now) |
| 15 March 2027 | 100 days |
| 15 March 2029 | 47 days |
As at 2026. The dates apply to certificates issued on or after each date. Your order still lasts 12 months and reissues are free. We email you before each certificate expires; you complete validation and install the new one.
What happens if I cancel?
Refunds depend on the refund terms of the certification authority that issued your certificate. At the moment that is 30 days from issuance for all of them, but it can change. If you cancel within the refund period, a refund will be applied. After this time no refunds are possible.
The certificate will be marked as 'revoked' by the certification authority and will no longer work.
I've forgotten my password.
Use the forgotten password link on the sign-in page.
Something's wrong with my order.
Call 03333 444 205 or use our contact form and we will put it right.