Frequently Asked Questions (FAQs)

Entrust Certificate Renewal, Replacement, Refund, Revocation FAQ

    Entrust SSL Certificate Renewal

  1. When do I need to renew my Entrust SSL Certificate?
  2. Will I receive notification when my Entrust SSL Certificate is going to expire?
  3. How much does it cost to renew my Entrust SSL Certificate?
  4. How should I renew my Entrust SSL Certificate?
  5. How do I renew my SSL Certificate with Entrust if I am already using one from another Certification Authority?
  6. What should I do if I do not remember my passphrase?
  7. What should I do if I do not know my original order number?
  8. Is the verification process going to be quicker for a renewal?
  9. If I do not know my passphrase, how do I renew my SSL Certificate?
  10. What is Entrust's SSL Certificate replacement / reissue policy?
  11. What is Entrust Certificate Services refund policy on SSL Certificates?
  12. Can an Entrust SSL Certificate be revoked?
  13. How can I revoke my Entrust SSL Certificate if I need to?
  14. How do I contact Entrust for additional assistance?

    Entrust SSL Certificate Renewal

  1. When do I need to renew my Entrust SSL Certificate?
    Entrust recommends starting the renewal process 30 days before the expiration of your current Entrust certificate. Your new certificate will be 1, 2, 3 or 4 years (depending on your purchase option) from the expiration date of your current Entrust certificate. There is no penalty for renewing early. The renewal verification process usually takes 3 to 5 business days. within North America.

    We recommend that you renew your SSL Certificate 15-30 days prior to the end of the year to avoid any downtime. You will be notified via email when you need to renew your certificate.

    (top)

  2. Will I receive notification when my Entrust SSL Certificate is going to expire?
    Entrust will notify the Authorizing contact listed on your SSL Certificate order application one month prior to the expiration date of your Entrust SSL Certificate. Entrust will also notify the Technical contact listed on your Entrust SSL Certificate order application two weeks prior to the expiration date of your Entrust SSL Certificate. Instructions on renewing your Entrust SSL Certificate will be contained in this expiry notification email.

    (top)

  3. How much does it cost to renew my Entrust SSL Certificate?
    You can check the Entrust SSL Certificate pricing information, using the following link https://buy.entrust.net/buy/index.cfm?renew=1

    (top)

  4. How do I renew my Entrust SSL Certificate?
    You can renew your Entrust SSL Certificate at: https://buy.entrust.net/buy/index.cfm?renew=1

    (top)

  5. How do I renew my SSL certificate with Entrust if I am already using one from another Certification Authority?
    When renewing your SSL certificate, Entrust recommends that you generate a new keypair and CSR (certificate signing request) on the server for the site or application that is going to require the SSL certificate. If you do not know how to create a new CSR while an existing certificate is installed, please Log a Service Request with Entrust Certificate Services Support.

    (top)

  6. What should I do if I do not remember my passphrase?
    If you do not remember the pass phrase entered during the original buy process, please renew your certificate here. Follow the instructions on the page. This information will help Entrust retrieve the original certificate DN information and let you access the renewal process.

    Please Note: Using this process will not allow you to view the original contact information that was provided for the associated order. Currently, there is no process to reset your original online passphrase for your standard SSL certificate order.

    (top)

  7. What should I do if I do not know my original order number?
    If you do not know your original order number, Log a Service Request with Entrust Certificate Service Support. Please supply your domain and organization name as search criteria and we will be able to retrieve your original order number.

    (top)

  8. Is the verification process going to be quicker for a renewal?
    Entrust must go through the same steps for a renewal certificate as if a new certificate was being purchased. The renewal verification process usually takes 3 to 5 business days within North America. If your company has already purchased a certificate from Entrust, the verification process should occur faster since Dun and Bradstreet should have your DUNS number and business report on file. You will not need to fax any legal information to Entrust unless specifically requested by Entrust.

    (top)

  9. If I do not know my passphrase, how do I renew my SSL Certificate?
    If you do not know your online passphrase, you can use the "Forgot Your Passphrase" search feature:

    Here is an example using the "Forgot Your Passphrase" search feature.

    1. Visit http://www.entrust.net/ssl-certificates/standard.htm
    2. Click on 1 or 2 year Renewal button.
    3. If you do not know your online passphrase used for your original order, please click on the "Forgot your passphrase" link at the bottom right below the passphrase field.
    4. Type in your order number and website name without the (http://) and click on the "Continue" button. Please leave all other search fields empty.
    5. The next page will bring up your DN (Distinguished Name) for your certificate you are renewing. Click on the renew button.You have now begun the enrollment process to renew your certificate. The technical part about renewing is to provide a NEW certificate signing request (CSR). This is done for security reasons. Please review our CPS (Certificate Practice Statement) for further details. See section 4.7 http://www.entrust.net/about/practices.cfm

    If you need further assistance in completing the enrollment process, please refer to our enrollment guide or contact Entrust Certificate Services at 866-267-9297 or by email certserv.support@entrust.com

    (top)

  10. What is Entrust's SSL Certificate replacement / reissue policy?
    Entrust has a certificate replacement / reissue policy that states Entrust Certificate Services can offer a one time, no charge replacement of your certificate within thirty (30) days of the original issue date. If you require a replacement certificate after the initial replacement, or it has been over thirty (30) days since the issuance of your SSL Certificate, you must purchase a new certificate at https://buy.entrust.net/buy/index.cfm

    Please Note: Backing up the certificate key pair is emphasized on our website and enrollment guide. The private key (which is the key file used to decrypt data) always remains on the your server. Entrust does not have access to this file. It is a key file that is generated in a special manner on the server. The file that Entrust issues is the signed public key used to encrypt data. Depending on the server, the key pair should always be backed up onto removable media storage. The public key will not work without the private key. If you have access to your original server, O/S backup, or can restore an O/S image that included the working SSL site, you can follow the Backing Up your SSL Certificate and Private Key sections for you server at http://www.entrust.net/ssl-technical/webserver.cfm

    If you qualify for a free reissue, please follow these steps

    1. Please create a new keypair / CSR on your server.
    2. Log a service request with Entrust Certificate Services Support.
    3. In your description, please include your order number, domain name and reason for the reissue and paste in your CSR. You may also email your CSR directly to certserv.support@entrust.com. Do not use a .com in the filename.
    4. Your request will be verified and if approved, Entrust will reissue the certificate via email which will be sent to the technical contact.

    (top)

  11. What is Entrust Certificate Services refund policy on SSL Certificates?
    Entrust has a no refund policy on the purchase of any Entrust SSL certificate(s). This policy is defined in Entrust's Certification Practice Statement located at http://www.entrust.net/about/practices.cfm. If you are within thirty (30) days of the original issue date Entrust, can provide you with one free re-issue.

    (top)

  12. Can an Entrust SSL Certificate be revoked?
    Yes, an Entrust SSL Certificate can be revoked. A certificate should be revoked under the following conditions:
    • The private key has been lost or stolen
    • The contents of the certificate are no longer valid (for example a company has changed its name)
    • The certificate is being misused
    • Or other circumstances deemed to warrant revocation
    • Entrust will automatically revoke your Entrust SSL Certificate if being replaced by a reissued certificate.

    If for any reason Entrust needs to revoke your SSL Certificate, you will be notified of the revocation.

    (top)

  13. How do I revoke my Entrust SSL Certificate?
    If you need to revoke your Entrust SSL Certificate, use the following link https://buy.entrust.net/buy/index.cfm?event=revokeForm

    You will be required to supply the passphrase you provide when you applied for this certificate.

    In the event you lost your passphrase, please contact the Entrust Certificate Services support ssl@entrust.com to get a template of a letter to fax us.

    (top)

  14. How do I contact Entrust for additional assistance?
    If you have additional questions or require further information, please contact Entrust Certificate Services Support by calling 866-267-9297 (1-613-270-2680 outside of North America), Monday through Friday 8:00 AM to 6:00 PM Eastern Time or emailing us at ssl@entrust.com