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 quickly resolve the issue.

Most e-mail delivery problems are caused by spam filters, and many actions such as resending validation e-mails or downloading invoices can be completed directly through your account without waiting for e-mail.

When Trustico® sends an e-mail, it leaves our servers and is delivered to your mail server. If the e-mail is missing from your inbox, the issue is almost certainly on your side. Trustico® does not selectively withhold or fail to deliver e-mails.

In most cases, non-delivery is resolved by checking your spam folder, adjusting your e-mail filters, or contacting your hosting provider to whitelist our domains.

Check Your Spam and Junk Folders First

The most common reason for missing e-mails is spam filtering. Please check your spam, junk, or quarantine folder for e-mails from the following domains :

• trustico.com
• sectigo.com
• trust-provider.com

If you find our e-mails there, mark them as "Not Spam" to ensure future messages reach your inbox.

Corporate e-mail systems often have additional security filtering, so you may need to contact your IT department to whitelist these domains at your organisation's e-mail gateway.

Validation and Approval E-Mails

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 e-mail delivery. The Trustico® tracking system allows you to resend validation e-mails, change your validation method, and download your approved SSL Certificate files directly upon issuance.

It should be noted that e-mails sent by the Certificate Authority (CA) are outside of our control and can take as long as 15 minutes to be received during peak periods. At any time you can resend validation e-mails via our tracking system, though usually it will invalidate any previous validation codes sent.

To access the tracking system, use the tracking link provided in your order confirmation e-mails or visit our tracking page. Enter your Certificate Authority (CA) reference and the domain name associated with your order.

From the tracking interface, you can view your order status, resend the validation e-mail to a different approver address, switch to an alternative validation method that does not require e-mail, and download your SSL Certificate once it has been issued. Learn About SSL Certificate Tracking & Management 🔗

Alternative Validation Methods

If e-mail-based validation is problematic for your situation, two alternative methods are available that bypass e-mail entirely.

CNAME validation requires you to add a specific DNS record to your domain, which proves domain ownership without any e-mail communication.

File-based authentication requires you to place a verification file on your web server, which the Certificate Authority (CA) will check to confirm your control of the domain.

Both methods can be selected through the tracking system. Once you choose an alternative method, the system will provide the specific details you need to complete validation. Discover File-Based Authentication 🔗

Order Confirmations and Invoices

If you need your order confirmation or invoice and have not received them by e-mail, you can access these documents directly through your Trustico® account.

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

Whitelist Trustico® E-Mail Domains

To prevent future delivery issues, add the following domains to your safe senders list :

• trustico.com
• sectigo.com
• trust-provider.com

In most e-mail clients, you can do this through the settings or preferences menu under spam filtering or safe senders options. Adding these domains ensures that all future communications from Trustico® and our Certificate Authority (CA) partners will reach your inbox.

Still Need Help?

If you have checked your spam folder, attempted to use the tracking system, and are still experiencing issues, please contact the Trustico® support team.

Have your order number or Certificate Authority (CA) reference ready when you contact us, and let us know which specific e-mails you are missing so we can investigate and assist you promptly. View Our Contact Information 🔗