Not Receiving E-Mails

If you have placed an order with Trustico® and have not received the expected e-mails, this page will help you resolve the issue quickly and, in most cases, without needing e-mail at all.

Almost every delivery problem is caused by spam filtering on the receiving side. When Trustico® sends an e-mail it leaves our servers and passes to your mail server, so a missing message is almost always filtered somewhere between that server and your inbox. Trustico® does not selectively withhold or fail to deliver e-mails.

More importantly, the validation and download steps that usually rely on e-mail can all be completed directly in the Trustico® tracking system, so a missing message does not have to hold up your SSL Certificate.

Check Your Spam and Junk Folders First

The most common reason for a missing e-mail is spam filtering. Please check your spam, junk, or quarantine folder for messages from trustico.com, sectigo.com, and trust-provider.com. If you find one, mark it as "Not Spam" so future messages reach your inbox.

On corporate systems the message is often held at the e-mail gateway before it ever reaches your mailbox, which means your personal spam folder will look empty. In that situation your Information Technology (IT) department needs to release the message and whitelist these domains at the gateway.

Resend, Switch, or Download Without E-Mail

If you are waiting for a Domain Control Validation (DCV) e-mail or your SSL Certificate approval e-mail, you do not need to wait for delivery. The Trustico® tracking system lets you resend validation e-mails, change your validation method, and download your issued SSL Certificate files directly. Learn About SSL Certificate Tracking & Management 🔗

To open the tracking system, use the tracking link in your order confirmation or visit our tracking page, then enter your Certificate Authority (CA) Reference and a domain name from your order.

Domain Control Validation (DCV) e-mails are sent only to a fixed set of role-based addresses at your domain : admin, administrator, hostmaster, postmaster, or webmaster. If none of those mailboxes are monitored, the message may have arrived at an address nobody checks, and switching to a method that does not use e-mail is the faster route.

You can resend a Domain Control Validation (DCV) e-mail to a different approver address at any time. Please note that resending invalidates any validation code sent previously, so always use the most recent message. Messages from the Certificate Authority (CA) can take up to 15 minutes to arrive during busy periods.

Alternative Validation Methods That Avoid E-Mail

If e-mail is unreliable in your environment, the most dependable approach is to avoid it entirely. Two alternative validation methods are available, and either can be selected in the tracking system without waiting for any message.

Canonical Name (CNAME) validation proves control of your domain by adding a specific Domain Name System (DNS) record, with no e-mail involved. Learn About CNAME Validation 🔗

File-based authentication proves control by placing a verification file on your web server, which the Certificate Authority (CA) then checks. Once you select either method, the tracking system provides the exact details you need to finish. Discover File-Based Authentication 🔗

Order Confirmations and Invoices

If you need an order confirmation or invoice and it has not arrived by e-mail, you can obtain these documents directly from your Trustico® account rather than waiting for delivery.

Log in to the ordering system and open your order history. Select the relevant order to view its details, download your invoice, and access any other documentation related to your purchase.

Whitelist Trustico® E-Mail Domains

To prevent future delivery problems, add trustico.com, sectigo.com, and trust-provider.com to your safe senders list. In most e-mail clients this is done through the settings or preferences menu under spam filtering or safe senders.

On a managed or corporate system, ask your Information Technology (IT) department to whitelist these domains at the e-mail gateway, as client-side settings are often overridden by gateway filtering.

When to Contact Trustico®

Trustico® can assist only where the problem is with the order details themselves, such as an incorrect e-mail address recorded against your order that prevents validation messages from reaching any of the permitted addresses. In that case the order record must be corrected before validation can continue.

Trustico® does not configure or repair mail servers, spam filters, or e-mail gateways, as these are managed by you or your provider. For filtering and delivery problems, your hosting or mail provider is the correct point of contact. View Our Contact Information 🔗