Why is my SSL still pending after 3 days?

Technical Q&A
1

Hello

Our domain name/website is still saying SSL pending, I went on to try add again in case their was an issue and it said “your domain is already connected to your site”, I have customers wishing to purchase and unable to until this is resolved. It’s been 3 days now.

is there anything I can do?
Thank you & have a lovely day

2

Hey there, @Wemakescents . Thanks for reaching out to the Shopify Community with your domain question! I hope you’re doing well today! It’s nice to meet you. :grin:

I’m sorry to hear about your domain troubles! Sometimes, domains can be a little finicky but I’m happy to lend a hand here to see how we can get this resolved! I just have a few questions I’d like to ask so I can get working on some next steps:

  • Can you please provide us with a link to the domain that is still showing ‘SSL Pending’?
  • Is this a domain that you purchased through Shopify, or is this a third party domain that you’ve tried to connected to Shopify?

I should be able to take the URL you provide me and run it through some tools to see what specifically appears to be going on, and then advise you on some next steps. In many domain situations, allowing for time to pass often resolves issues, but that isn’t always the case. There is a chance that we will want to get you authenticated through our Live Team, so I’m going to preemptively share a link to reach them for you here. The folks that you can reach through that link will be able to get your account authenticated, and do a deep dive into your domain to determine the cause for the hold-up.

Are you trying to set up a domain for a new business that you’re opening? I’d love to hear more about your brand and what it is that you do! Get back to me when you can with that URL that is still pending and we’ll keep working away on this together.

1 Like
3

Hi Imogen,

Thank you for responding and hope you are well.

We sell home fragrances and bath/body products - we were with another website provider but moved to yourselves as it was a much bette fit for our business.

The domain is www.we-make-scents.com I sent though all the steps to connect the domain and it seemed to be successful, it hadn’t connected so I did try again and it told me that it was already connected to our site however when I search the link it says “forbidden access denied” so unsure how to fix this. Then looking at our settings domain it still says “SSL pending”.

Thank you for looking into this for me we appreciate your help.

Chantelle :blush:

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4

Sorry the domain was purchased through 1&1 but on our domain settings it comes up as supported by godaddy

5

Hey again, @Wemakescents aka Chantelle! Thanks for your super quick reply!

I did a quick look into some information around your domain there and it looks like you currently don’t have the domain pointed to the correct A Record. You’re going to want to go into your GoDaddy domain settings and change the A record there to the following: 23.227.38.65.

You can find your domain settings in your account with your domain host - which is likely going to be GoDaddy in this scenario. Since these settings are outside of Shopify, we won’t be able to advise you on specifically what to click to make the changes, but you should find the A Record in your domain settings with your host.

Please try copying and pasting that A Record into your domain settings and let me know once you have so I can run my little domain test again. I’ll keep my eyes peeled for your reply!

6

Hi again!

Thank you so much for getting back to me

so quickly I really appreciate your help!

I have changed that across to the correct A information so hopefully that’ll work :blush:

Chantelle

1 Like
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@Wemakescents Hey once more! Love your quick replies!

Okay so two things:

  • I searched for your domain and the website loaded! However, it’s showing as ‘not secure’ meaning that your SSL still is pending.
  • I did another domain test with my tools and it’s now telling me that your C NAME is incorrect and needs to be changed, too! So for that, you’ll want to jump back into your domain settings in your GoDaddy account and paste the following for your CNAME: shops.myshopify.com.

Paste that new CNAME in and then follow up with me here. I expect that I’ll do one final test and everything will be all systems go!

Hope to hear from you soon!

8

Hi again :blush:

I have changed that to the right CNAME.

Again, thank you so much for your help!

Chantelle

1 Like
9

Hi @Wemakescents !

So I loaded up your website and everything looks good now! Things are secure and loading properly so your customers should be able to jump on and test things out. Your A Record is good, and your C NAME should be good now, too, if you’ve changed it over.

Before I saw things are all fixed - can you check your domain settings within shopify and tell me what you see there? There’s a chance your SSL is no longer pending, but I want to see, just to be thorough. Even if you don’t get back to me, things look like they’re all set. I love it when things come together as they should!

Your products look super cute! I love how colourful everything is, too! Your product pictures are really awesome on your product and collection pages, but I think they could be a little bit more ‘crisp’ on your homepage, if that makes sense? Did you take your photos yourself?

Another tip: I think it’s really important to have some information about you and your story on your website, too. This helps customers feel connected to the business, helps build brand trust, and also helps with conversion - which puts money in your pocket! I have an awesome resource here on how you can make a great ‘About Us’ page for your site!

Get back to me when you can about the status of things in your domain settings! If you have any additional questions, you can also ask me about them here, too.