How to release an SSL certificate from a cancelled account?

[asbo]

Hi all,

I tried to open a shopify account and added my domain name from godaddy, however I have since changed my mind due to personal circumstances and now I cannot view my godaddy site, and godaddy are saying it is because I need shopify to release my ssl certificate, but I cannot find where or whom to ask....any ideas would be most grateful. 

[Victor · Accepted solution]

Hi @asbo,

Are you still able to access your domain dashboard on GoDaddy and edit your domain's DNS settings? This is what you will need to do to use the domain on another platform. If the domain is not hosted by Shopify, you just need to point the domain towards your new website by editing the DNS records of the domain. This will stop the domain from pointing towards your Shopify store; nothing needs to happen with regards to your SSL certificate on Shopify.

You can remove the domain from your Shopify store manually but the DNS records will need to be edited in order for your domain to work elsewhere.

[asbo]

Hi Victor apologies for the late reply, and yes all sorted now, thank you for your time, much appreciated. 

kindest regards

[Victor]

Hi @asbo,

No problem at all! Thanks for letting me know. I'm glad to hear you were able to get things resolved.

[Mike1973]

Just host wants me to tell them my A record to update the ssl

[Victor]

Hi @Mike1973,

Are you moving your domain to your Shopify store, or from your Shopify store to a different platform?

If you are moving your domain to Shopify, you don't need an SSL certificate provided by a third-party. All merchants with a Shopify store are provided with an SSL/ TLS certificate by default. Do not try and add another certificate to your store as this can intefere with your domain working properly.

If you are moving your domain away from Shopify, then you will need to change your domain's A record to whatever your new platform advises it should be. Shopify has its own IP address for A records pointing towards a Shopify store.

I hope this helps but if you're still requiring assistance, please explain in more detail the issues that you're having.

[Markssxx]

Interesting you jus5 saved me ordering a new SSL from third party. Thanks.

[Victor]

Hi @Markssxx,

No problem! I'm glad I could be of help.

[RHurst]

Hi Victor,

I have just set up my new shopify site and have a question on this. 

There us an issue with the SSL certificate. I moved my domain to GoDaddy and we updated the DNS manually when I went live but had issues getting onto the site. On doing some research we found that we had possibly entered the wrong CNAME as used my domain rather than shops.myshopify.com.

Updated CNAME yesterday to shops.myshopify.com. SSL certificate error still happening on desktop browser. Just thought that I would check that our change should right this and it is just taking time to update?

Thanks
Rebecca

[Victor]

Hi @RHurst,

Thanks for reaching out. The SSL certificate can sometimes take a few hours to provision fully, so it may just be a case of waiting. When you visit your subdomain, does your storefront load without issue? Or are you receiving an error message?

[RHurst]

Thank you Victor,
I have had another look this morning and still have an issue on the desktop. Seems fine on mobile and we adjusted the DNS on Tuesday.
Sorry, not sure what you mean by subdomain. It is fine when I go to 'view store' from my shopify admin. Is that what you mean?

Below is the screenshot taken in Mocrosoft Edge when I type in www.rebeccahurstart.co.uk

[Victor]

Hi @RHurst,

Okay, thank you. I went to your domain and the website loaded fine on my end:

This indicates that the domain is configured correctly and working as it should.

The issue you're seeing on your end is likely a local browser issue, especially as it is loading fine for you on mobile. Does it load without issue on other web browsers on your computer?

A subdomain is one that includes a prefix before the root domain. In your case, www.rebeccahurstart.co.uk is a subdomain of rebeccahurstart.co.uk (your root domain). Both domains are loading correctly for me.

[RHurst]

Hi Victor,

I think I have figured out that if I type in www.rebeccahurstart.co.uk into
the browser, I still get an issue. If I remove www. It loads fine.

I can’t seems to figure out any sort of pattern. I’ve asked others to test
and we different results.

I’m just concerned as no idea whether my buyers will have a problem or not.

Do you have any suggestions on how we debug?

Rebecca

[Victor]

Hi @RHurst,

I now seem to be getting an issue with the "www" subdomain as well. I did a public lookup for your domain and can see that there appears to be a different A record for the subdomain:

You only want a single A record for your root domain (rebeccahurstart.co.uk), which should have the value of 23.227.38.65. This is Shopify's IP address.

When you access your domain dashboard within GoDaddy, do you see the second A record with the value of 23.227.38.74? If so, you will want to remove it as I believe this is likely what is causing the issue for the subdomain.

[Markssxx]

Please can you remove me from these updates. I’m not sure why I’m receiving them they are nothing to do with me.

[Victor]

Hi @Markssxx,

You'll receive Community notifications after you have responded to the thread in the past. If you no longer wish to be notified when there is a new reply, you can click the three dots at the top of the thread and choose the Unsubscribe option:

[Markssxx]

Thanks.

[Victor]

Hi @Markssxx,

No problem. Enjoy your week.

[RHurst]

Hi Victor,

Apologies, I created a new post with my issues yesterday and included
screenshots and link to this thread.

Title : SSL certificate error

Still having some issues. My godaddy does not have 2 A records so not sure
where you are seeing that.

Let me know if you can’t find the thread and what I need to do to fix.

Rebecca

[Victor]

Hi @RHurst,

Yes, I can see your new post. We'll leave that up incase anyone else has any recommendations.

From looking at the screenshot, can you edit your DNS settings to remove the full stop at the end of "shops.myshopify.com" for the CNAME record? I am not sure if that is having an effect but it's worth a try. 

Can you also confirm that you don't have an SSL certificate being provided by GoDaddy as well? Sometimes some domain providers will provide their own SSL certificate for the domain and that can effect the one Shopify provides by default. It'd be worth reaching out to GoDaddy directly to ask them about this and sharing the public lookup I ran to see if they have any suggestions.

[RHurst]

Hi Victor,

I have contacted GoDaddy and they seem to think all set up correctly on
their end but that the SSL Certificate is not installed properly so it
should be re-installed. Is this something you can do?

I did have to change the CNAME to the shopify URL at some point so I wonder
if this might be the problem.

I did check and I def don't have an SSL Cert with them.

Let me know.
Many thanks
Rebecca

[Victor]

Hi @RHurst,

The SSL certificate is automatically set up on all Shopify stores so this is not something that can be reinstalled. It is there by default.

I'd recommend removing the full stop from "shops.myshopify.com" to see if that helps, as mentioned before.

You can continue speaking with GoDaddy to see if there's anything else to be done on their end but if the issue persists, I'd recommend reaching out to our support team via the Shopify Help Center. They can authenticate you on your store and do some further investigation to see if this is something we can help fix for you.

[RHurst]

Thank you Victor,

I tried to remove the full stop before but it was still there on saving.
Can only assume it’s automatic.

I’ll reach out to shopify support then.

Thank you for your help.
Rebecca

[Victor]

Hi @RHurst,

No problem, and thanks for checking that. Our team should be able to help.

[RHurst]

Hi Victor, just thought I’d msg to confirm that this issue has been resolved. Thank you for your help. 

[Victor]

Hi @RHurst,

Fantastic! I am glad to hear that. Thank you for letting me know.

[jrobbins748]

Hi Victor, I'm experiencing the same problem could you help? See my latest post for details - I have reached out to Shopify multiple times and I did what they asked regarding cname and A record, but people are still reporting the issue. These changes were made about 3 weeks ago

[Maz]

Hey, @jrobbins748! 

Thanks for joining this thread.

I reviewed your other post, and I'm sorry to hear you're having trouble with this.

Are you able to share a screenshot of the error message you're seeing and also share a link to your website?

Looking forward to your response!

[jrobbins748]

Yes, I have dozens and dozens of messages like this. To clarify, it seems around 75% of my audience can access the site with no issues (myself and close friends/family included). I also put a poll up on our Instagram and around 70-80% of people could access fine.

Still doesn't change the fact that around 20% are experiencing issues. Thats essentially 20% less sales. The website is cinegrams.com.

Please let me know what to do, thank you

[Blair]

Thanks for sharing that with me @jrobbins748!

I was able to take a closer look at the DNS Records and see that they're all correctly pointing to Shopify. Could you please share the domain provider you're using as well as the DNS Records? This will allow me to investigate further to see if there's anything that could be causing this.

I appreciate all your patience. 

[jrobbins748]

GoDaddy is the host. I've attached screenshots. GoDaddy and Shopify continue to tell me 'nothing is wrong', yet around 20% of my visitors are getting these insanely frustrating error messages. I've attached yet another visitor report from today. Please help!

[Blair]

Thank you for sharing those details with me @jrobbins748. 

After taking a look at the error your customers are receiving, this could be related to your theme. With that being said, I'd encourage you to follow up with us by heading over to our Help Center. This will allow our support team to get you authenticated so further troubleshooting can be completed, as I wouldn't have access to any account details here through the Community. 

If after connecting it still hasn't been resolved, please follow up here to share what has been advised to you. I look forward to your response.