SSL still pending after 2 weeks

Solved
Helen
Shopify Staff
Shopify Staff
1327 167 220

Hey, @florentine. Welcome to the Community! Thanks for reaching out about this, and for the screenshot of your DNS Settings; It makes it much more clear as to where to start troubleshooting this with you.

 

Initially, I can see that your A Record is what may be causing the issue. Please edit it to be 23.227.38.65 instead. Once changes are made to your DNS Settings, please allow up to another 48 hours for it to take effect. 

 

Let me know if this helps!

Helen | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

0 Likes
florentine
New Member
2 0 0

Hi @Helen

Thanks for your support. Unfortunately this didn’t help. Do you have any other ideas? 
Best, 

Florentine 

0 Likes
Helen
Shopify Staff
Shopify Staff
1327 167 220

Hi again, @florentine. Sorry to hear you’re still having trouble with this!

 

Where did you purchase your domain from?

 

If it was from a third party platform, then your next step is to contact them directly to have them check the settings for their end for you. Each domain hosting site has its own requirements, so in addition to the A Record and CNAME there may be something else they’ll be able to assist with.

 

However, if this domain was purchased from Shopify, then we can take a closer look into its setup for you. We’ll need to access your account in order to do so. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit the Help Center and log in to your account to create a support request.

 

Let me know how it goes!

Helen | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

0 Likes
betoeats
New Member
3 0 0

Hi @Helen , 

I transfered my domain from google domains 1 week ago on 8/24. 

I am able to see my new domain in Shopify but have been waiting for 7 days with the status "SSL Pending". 

I have made sure that the DNS settings match those which you have shared. I have also contacted support a few times and they mention they updated something and that it would take 48 hours. After waiting 48 hours it is still not working. What do you suggest I do? 

My domain is muchocandy.com

appreciate any help, thanks!

0 Likes
Helen
Shopify Staff
Shopify Staff
1327 167 220

Hey, @betoeats! Thanks for reaching out. Let's look into this for you. 

 

Did you receive any confirmation that your transfer was complete? Transferring a domain to Shopify can take up to 20 days to complete, and you will receive an email notifying you when the transfer is complete. Additionally when I go to your domain, I receive the page seen below. This generally occurs when your domain is still being hosted on a third party platform and is not connected to your Shopify account yet. 

31-58-33733-30054

 

 

Are you still seeing your domain as being Connected when you go to ‘Online Store > Domains’, or has the status changed? Are your DNS Records also still set up like this in your Shopify admin?

 

31-06-2378-69273

 

Let me know, and we'll go from there.

Helen | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

0 Likes
betoeats
New Member
3 0 0

Thanks for your reply @Helen , 

Here are the DNS settings for my transferred domain and the Domains page does show "connected" but with the "SSL pending" status.

In the DNS IP mine ends in a 70 should I change it to a 65 like yours?

I have not received a transferred complete email, I have had to approve the transfer from google domains and approved so it no longer shows the domain in google domains and only in shopify. Will it be Shopify that sends me the transfer complete email? 

Thanks again for your help!

Screen Shot 2021-08-31 at 1.54.05 PM.pngScreen Shot 2021-08-31 at 1.54.42 PM.png

0 Likes
Helen
Shopify Staff
Shopify Staff
1327 167 220

Thanks for the screenshot, @betoeats! You can leave your IP address to be 23.227.38.70, since it is one of the A Records that tends to be automatically set for a Shopify domain. And yes, it will be an email from Shopify that will be sent to you once your domain has been transferred. Please check your spam/junk folder as well for this, as your storefront is now coming up for me when I go to muchocandy.com. That being said, your SSL still being pending may resolve over the next 48 hours, since there has been some progress on the transfer.

 

However, if after another 48 hours it is still pending, we can look further into it for you. We’ll need to access your account in order to do so.  While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit the Shopify Help Center and log in to your account to create a support request.

 

In order to save time for both you and the Support Advisor you connect with, please feel free to reference our conversation in this Community thread; I will leave some detailed notes about what you are experiencing and some troubleshooting steps to try for the Advisor to reference. 

 

Let me know how it all goes!

Helen | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

0 Likes
betoeats
New Member
3 0 0

Thanks @Helen , 

I did not find an email from shopify regarding the transfer being complete. I did get the email to verify the transfer where I had to click a link to verify which I did a week ago.

I will give it another 48 hours and see if it is still not working, will contact chat if it is still not working by then. Thanks for your help! 

-Beto

0 Likes
Helen
Shopify Staff
Shopify Staff
1327 167 220

You’re welcome, @betoeats. Thanks for following up. If I can assist with anything else, please let me know.

Helen | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

0 Likes