Email 1: Telephone Authentication?

[Jeff]

When I placed an order for a RapidSSL cert today at noon, I got an email from sslorders@geotrust.com stating:
ORDER ACKNOWLEDGEMENT

Thank you for your SSL Certificate order. This email is an acknowledgement that you have placed an order. This email also contains important information on how to complete your order and receive your certificate.

We will send 2 other emails before the order can be completed:


Email 1: Telephone Authentication
-----------------------------------------------------
To the APPLICANT we have sent a Telephone Authentication email. If you have already successfully completed the Telephone Authentication you may ignore the Telephone Authentication email. If you have NOT successfully completed the Telephone Authentication during enrollment, please now refer to the Telephone Authentication email for instructions on how to proceed.

Email 2: Approver Email
-----------------------------------------------------
When you have successfully completed the Telephone Authentication, we will send an Approver email to the designated APPROVER email address. You would have selected the Approver email address during enrollment, this would either be:

- The email address associated with your WHOIS contact (if you are unsure you can check this address by searching the WHOIS database at www.nic.com)
- A generic email address such as admin@yourdomain.com, webmaster@yourdomain.com, root@yourdomain.com, etc.

Unless the Approver receives this email and approves the application by clicking on the link within the email, YOUR CERTIFICATE CANNOT BE ISSUED. If you own the Approver email address please check any spam filters and virus protection folders in case the email has been quarantined.


Thank you again for your order and if you require support please contact support using the details below.


Sincerely,

Client Services
www.rapidssl.com/support
support@rapidssl.com

tel US: (866) 795-4669
tel Europe: +44 (0)870 TBD

Interestingly, I got email 2, the approval link, but never got email 1, the telephony approval link which the above email implies is necessary to get email 2.

It's now 4:50 so it hasn't been a terribly long time, but the ssl still shows in the R1 control panel as processing whereas the last one I ordered it was issued within an hour or two.
08-SEP-2009 12:10:15 Certificate request has been sent to supplier
08-SEP-2009 12:10:29 Certificate request has been accepted by supplier
08-SEP-2009 12:35:48 Approver confirmed the request at the supplier on: 2009-09-08 12:10:06.0

The link to "resend approver email" fails with:
Failed to resend an Approver email 9007::OrderItem:152125, service:cert

which I assume is because email 2 was already approved.

Am I waiting for a telephony approver email additionally? Or???

(It does say within 24 hours, so we're still well within the deadline)

[Jeff]

Hmmmm... it's now been over 24 hours and this one cert is still "processing" - any ideas?
Order Item ID #152125
Order ID: 158156

[Jeff]

Seems like this one got hung up. Should I click the cancel button (will that refund the $10 into my reseller account for the cert paid?)

It says:
Creation Date: 08-SEP-2009 12:05:53
Processing Date: 08-SEP-2009 12:10:15
Fulfillment Date: N/A

I did click the "Resend Approver Email" button and got "Failed to resend an Approver email 9007::OrderItem:152125, service:cert" which I assume is because it was already approved.

There is a cancel link - just not sure if that will refund the $10 payment or not?

[Jeff]

Well, I guess my only option is to hit the cancel button for this ssl cert which is ok, and if it doesn't refund I'll send an email to billing. There doesn't seem to be any other way to nudge it along.

[Jeff]

Hit cancel as it was the only option available and it did refund my balance back. So nothing lost, nothing gained. Will try again in a little bit as I've ordered the rapidssl certs in the past without any issue and they were delivered quickily.

[Domains_Aamir]

Hello,

We've always found that cancelling certificates through your reseller account will refund the certificate. In general, if a certificate is stopped by GeoTrust after the approval email stage, it has probably failed security review which means GeoTrust has flagged your order as being potential fraud. I want to stress that this often results in the customer being vindicated. It does happen to a reasonable number of people but it is simply Geotrust attempting to maintain its (and therefore all of our) levels of credibility.

If you run into this problem again, send an email directly to domains@theplanet.com and we'll be happy to look directly into the issue. Apologies that we didn't get to this post quicker. We are making an attempt to keep up better with these forums. The problem is now that the order is cancelled, the status no longer shows.

Hopefully this helps and your next order is smoother.

Thanks,

Aamir A.