Partner Center FAQs

General Information ID:    INFO1640    Updated:    02/28/2017

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?
How is my domain authenticated?
What is Organization Authentication?
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 email 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 communications on any required actions that need to be completed.   

How long does the process take?

When Authentication and processing is complete, the certificate's technical contact will receive an email containing your certificate and instructions for installing it.Domain validated certificates issue as soon as the emailed approval is completed. Organizaiton Vlidated certificates take an average of two business days. For Extended Validation (EV) Certificates, the processing time is more comprehensive, normally taking between 5 to 7 business days.

Can I expedite my order?

In extreme circumstances, such as a 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

Americas:
Telephone: 1-877-438-8776 or 1-520-477-3102
Email: auth_support@symantec.com
Chat: go.symantec.com/login

Australia and Asia Pacific:
Telephone: +61 3 9674 5500
Email: auth_support_apac@symantec.com
Chat: go.symantec.com/login-au

Europe, Middle East, and Africa:
Telephone: +353 1 793 9053
Email: auth_support_emea@symantec.com
Chat: go.symantec.com/login-ch

Contact Thawte

Americas:
Telephone: 520-477-3114 option 1, or 866-239-4520 option 1
Email: cs-support@thawte.com
Chat: http://www.thawte.com/chat/chat_cs_us.html

Australia and Asia Pacific:
Telephone: +61 3 9914 5641
Email: apacsupport@thawte.com 

Chat: http://www.thawte.com/chat/chat_cs_international.html

Europe, Middle East, and Africa:
Telephone: +353 1 793 9029 (Option 1)
Email: 
emeasupport@thawte.com
Chat: http://www.thawte.com/chat/chat_cs_international.html

Contact GeoTrust

Americas:
Telephone: 1-520-477-3152 option 2, or Toll Free 1-866-436-8787 option 2
Email: orderprocessing@geotrust.com
Chat:   https://knowledge.geotrust.com/support/knowledge-base/index?page=chatConsole 

Australia and Asia Pacific:
Telephone: +61 3 9914 5661
Email: apacsupport@geotrust.com

Chat: https://knowledge.geotrust.com/au/support/knowledge-base/index?page=chatConsole

Europe, Middle East, and Africa:
Telephone: +44 203 0240907
Email: 
orderprocessing@geotrusteurope.com
Chat: https://www.geotrust.com/uk/support/chat/order-processing.html 


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:

Symantec – https://products.websecurity.symantec.com/orders/orderinformation/authentication.do
GeoTrust – https://products.geotrust.com/geocenter/reseller/logon.do
Thawte – https://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 user to your account, please contact the Admin on your account.  THey have the authority to add acount users.  If additional assitance is needed, contact the Partner 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?
 
The aim for domain authentication is to prove the certificate owner has a legal right to use the domain. Customer Support will first check for a publicly available domain name registration information (WHOIS records). If the WHOIS does not state the organization, a verified parent, or verified subsidiary as the registrant (owner), then Customer Support will proceed with the following options: 
 

    1.   Request Confirmation of Domain Rights from the domain administrator listed on the WHOIS.
    2.   Request that the registrant is updated to show the organization name in the WHOIS details.

This step prevents applicants from fraudulently or accidentally obtaining SSL Certificates for domains that are not affiliated with them.
 
Important note: Certificates containing Intranet names must expire by July 14, 2015.


What is Organization Authentication?

 Organization Authentication confirms;

  • The Organization and Organization Contact are not listed in U.S. Government denied entity lists.
  • The Organization is registered or licensed to conduct business.
  • The Organization 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 Contact is a full time employee of the Organization
  • The Organization 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 through a verified telephone number, and confirm that the Organization Contact applying for the certificate is an employee of the Organization listed in the order. Customer Support will then need to reach the Organization Contact directly to confirm their knowledge of the order.  

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

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

Twenty free reissues/replacements are allowed during the first 30 days of issuance and unlimited reissues/replacements beyond 30 days. If your number of reissues are within these limits and the option is grayed out, please contact Customer Support.

How much does a Reissue/Replacement cost?

Reissues/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 via live chat or telephone to initiate the Verification process.  

Can I schedule my verification call?

You can contact Customer Support via email, chat, or telephone to schedule the Verification call. Please contact Customer Support via chat or telephone for same day scheduling.

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. The credit card information must be manually updated by a Customer Support representative on pending orders.  Contact Customer Support to provide the new credit cards details.  For security purposes do not provide all your credit card information in the same email or chat.

2.  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 already placed.

How to contact Reseller Support for help with account issues.

Email (All Brands)

U.S., Latin America, Canada: 
partnersupport@symantec.com

 

Europe, Africa, Middle East:
emeapartnersupport@symantec.com  

 

Asia-Pacific, Australia, New Zealand:
apacpartnersupport@symantec.com  

Telephone

Worldwide:

Symantec



How do I place a renewal certificate request?

If you know the Order ID of the order you wish to renew, you may find the Order Information page using Quick Search and then click Renew.


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.  

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

When this error occurs, possible causes are:

      1.   The private key is too weak. After October 1, 2013, nothing less than 2048-bit private keys will be valid. Because of this, any certificate enrollments that do not have a 2048-bit key will receive the error message. Generate a new 2048-bit CSR and resubmit your order request. 
      2.   The contract has expired or does not have a sufficient number of remaining certificate units. Click on Establish New Contract from the partner account page to create a new Bulk Purchase contract. Or contact your sales associate for additional assistance regarding your contracts.


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: 

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

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

GeoTrusthttps://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 InformationView Certificate InformationReissue Certificate, and Revoke Certificate.

Can I request a Wildcard certificate?

Symantec, Thawte, and GeoTrust 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. 

Note: You have the ability to add Wildcard SANs to Organization Validated (OV) Certificate orders. 
 

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. All brands can include up to 100 SANs in one certificate (OV and EV orders).

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.

Contact Support

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