SSL.com certificate issuance requires several validation checks to confirm your identity, organization, and/or domain ownership. Depending on the certificate type, the process may involve document review, phone callback verification, domain control validation (DCV), and company verification.

This guide combines all major validation workflows, troubleshooting steps, and best practices into one comprehensive reference to help you:

• Understand the validation process
• Identify where your order is delayed
• Resolve common validation issues
• Speed up certificate issuance
• Prevent future delays

Step 1: Check Your Validation Status

The easiest way to check your validation progress is through your SSL.com customer portal.

How to Check Your Order Status

1. Log in to your SSL.com account.
2. Click the Orders tab.
3. Locate your order.
4. Click Details.
5. Navigate to the VALIDATION PROCESS section.
6. Click Show Details.
   

Under CERTIFICATE DETAILS, you may see clickable options that allow you to complete validation requirements online.

Under VALIDATION PROCESS, you can view the status of each validation stage.

Under the section CERTIFICATE DETAILS, you can see clickable buttons for validation requirements that you can submit online.

Under the section VALIDATION PROCESS, you can see the status of each validation

 

Under the section VALIDATION LEGEND, the meanings of the symbols assigned to each validation requirement is listed. Approved means the requirement submitted is good. If one or multiple requirements do not have this status, check the sections below to know how you can resolve them.

• Item pending (information required)
• Item On-Hold (Additional information required)
• Item In Progress (Information under review)
• Approved (Information confirmed)
• Cancelled
• Rejected

Step 2: Understand Your Validation Requirements

Depending on the certificate type, you may need to complete one or more of the following validation requirements:

• Registrant information submission
• Identity validation
• Organization validation
• Extended Validation (EV) documentation
• Phone callback verification

SSL.com offers several automated options to help speed up validation.

Automated Validation Options

Automated Callback Verification

Instead of scheduling a call with an SSL.com validation agent, you can complete phone verification through:

• SMS verification codes
• Automated AI-assisted phone calls

This option provides immediate results and significantly reduces validation time.

Automated Identity Validation

SSL.com provides a secure, remote, and user-friendly identity verification process.

Using your computer or smartphone along with SSL.com’s AI-powered verification software, you can complete identity validation without manually uploading documents.

Identity validation is required for certificates that include Individual Validation (IV).

Online EV Document Submission

For Extended Validation (EV) certificates, SSL.com allows you to complete and sign the following forms online:

• EV Request Form
• EV Subscriber Agreement

This online method is faster and more convenient than manual submission.

Submit Registrant and/or Company Information

Entering registrant information is the first required step after placing your order.

Required Information

You may need to provide:

• Organization or individual name
• Verified phone number
• Address information
• Company verification information

Using a D-U-N-S Number to Speed Up Validation

You may provide your company’s Dun & Bradstreet (D-U-N-S) number to help accelerate validation.

A D-U-N-S listing typically includes:

• Legal company name
• Verified phone number
• Business address

Dun & Bradstreet is considered a Qualified Independent Information Source (QIIS), meaning it is a trusted public database commonly used for business verification.

Because QIIS records are maintained regularly, they can significantly reduce validation time.

If You Do Not Have a D-U-N-S Number

If you do not have a DUNS listing, no worries. We use a lot of online QIIS which you can find in this page: Acceptable Business Listings for Validation

Acceptable sources may include:

• Government business registries
• Business directories
• Other qualified public databases

Submit EV Documents (EV Certificates Only)

Extended Validation (EV) certificates require additional documentation.

Online Submission (Recommended)

The online method is faster and more convenient. You can find the complete guide on how to this here: Online Submission for the EV Request Form and EV Subscriber Agreement (for EV certificates only)

This process allows:

• Online signing
• Automated identity validation
• Faster review times

Manual Submission

The manual method can take longer. Manual Submission for the EV Request Form and EV Subscriber Agreement (for EV certificates only)

You will need to upload:

• Signed EV Request Form
• Signed EV Subscriber Agreement
• Company verification documents

Complete Automated Identity Validation

Identity validation is required for all certificates that include Individual Validation (IV).

SSL.com streamlines identity verification through a secure, remote, and AI-assisted process.

Learn more: How to do Automated Identity Validation with SSL.com

Requirements

You will need:

• A government-issued ID
• A smartphone or webcam
• A selfie photo

Important Tips

• Ensure your ID is current and not expired.
• Use good lighting.
• Make sure all text is clearly readable.
• Hold the ID closely to your face during selfie verification.

Once successfully completed, the IV requirement is automatically approved.

Complete Phone Callback Verification

Phone callback verification is required for many OV and EV certificates.

To complete callback validation successfully, you must provide a verified phone number listed in a Qualified Independent Information Source (QIIS).

Automated Callback (Recommended)

SSL.com strongly recommends using the automated callback option.

Available methods include:

• SMS code verification
• Automated AI-assisted phone call

This process is typically completed within minutes.

Manual Callback

If automated callback does not work, you may request a manual callback with an SSL.com validation agent.

Availability depends on scheduling.

How to Complete Callback Verification

For step-by-step instructions, refer to the guide: How to Perform Automated Callback.

Common Callback Issues

Not Receiving the Call or SMS

Possible solutions:

• Verify the phone number for typos.
• Ensure your phone has signal.
• Try SMS instead of voice call.
• Check spam filters and voicemail.
• Wait 30 minutes before retrying.
• Request a manual callback.

Calls Going Directly to Voicemail

Possible solutions:

• Disable call forwarding.
• Turn off Do Not Disturb mode.
• Use SMS verification instead.
• Schedule the callback for a better time.

Automated Calls Blocked by Company Phone Systems

Possible solutions:

• Provide a direct-dial number.
• Notify reception staff.
• Use a mobile number.
• Request a manual callback.

Verification Code Rejected

Possible solutions:

• Re-enter the code carefully.
• Remove spaces or dashes.
• Enter the code within 5 minutes.
• Request a new code.

Complete Domain Control Validation (DCV)

SSL/TLS certificates require Domain Control Validation (DCV) to verify domain ownership.

If one DCV method is unavailable, you may use another. Refer to this SSL.com guide for a complete guide to perform DCV: What Are The Requirements for SSL.com SSL/TLS Certificate Domain Validation?

Email Validation

SSL.com sends a validation email to an approved address such as:

• admin@yourdomain.com
• administrator@yourdomain.com
• hostmaster@yourdomain.com

To complete validation:

1. Open the email.
2. Click the validation link.
3. Enter the validation code.

HTTP/HTTPS File Validation

This method requires uploading a validation text file to your website.

SSL.com checks the file to confirm domain ownership.

DNS CNAME Validation

Create a DNS CNAME record that points to SSL.com.

Once SSL.com detects the DNS record, domain ownership is confirmed.

After successful DCV completion, certificate issuance can proceed.

Step 3: Resolve “Documents Under Review” Delays

Cause 1: SSL.com Requested Additional Information

Check your inbox and spam folder for messages from:

• validation@ssl.com

You may also find requests in your order notes.

Common Requests

• Clarification for name discrepancies
• Address mismatch explanations
• Additional company verification
• Translation of non-English documents
• Updated public records

Solution

Respond promptly by:

• Replying to the validation email
• Uploading additional documents
• Contacting validation@SSL.com

Cause 2: Company Verification Failed

SSL.com may be unable to locate your company in the verification source provided.

Common Problems

• Incorrect D-U-N-S number
• Company name mismatch
• Broken verification links
• Wrong jurisdiction

Solution

• Verify the D-U-N-S number.
• Confirm company names match exactly.
• Submit updated verification links.
• Upload supporting company documents if necessary.

Possible supporting documents include:

• Articles of Incorporation
• Business licenses
• Certificates of Good Standing

Cause 3: Weekend or Holiday Delays

Validation timelines use business days only.

Orders submitted during weekends or holidays may not begin processing until the next business day.

Cause 4: High Validation Volume

Occasionally, high submission volume may extend review times by 1–2 business days.

If review exceeds normal timelines, chat from ssl.com in the bottom right corner or email validation@SSL.com.

Cause 5: EV Designated Contacts Have Not Completed Tasks (For EV Certificate Orders)

For EV online validation, designated contacts may still need to:

• Complete identity verification
• Sign documents
• Approve forms

Required EV Roles

• Contract Signer
• Certificate Approver

Validation cannot proceed until all required parties complete their tasks.

Step 4: Speed Up Validation and Issuance

Use Expedited Processing (When Eligible)

SSL.com offers:

• Express Processing
• Expedited Processing
• Expedited + Same Day options

Benefits may include:

• Priority review
• Faster issuance
• Accelerated shipping

Learn more: SSL.com Expedited Processing and Shipping

Use Bulk Ordering (When Eligible)

SSL.com supports bulk ordering for certain certificate types, including:

• NAESB certificates
• Personal ID + Organization S/MIME certificates

Bulk ordering allows approved administrators to issue certificates to employees without requiring every individual to upload documents separately.

Bulk Ordering Benefits

• Faster deployment
• Centralized management
• Simplified renewals
• Simplified revocations
• Reduced identity verification overhead

Organizations must first complete a Bulk Ordering Pre-Validation Agreement.

Step 5: Monitor Your Email for Updates

SSL.com sends important validation instructions and requests by email.

Always monitor:

• Inbox
• Spam/junk folder
• SSL.com order notes

Common Validation Team Requests

• Clarification of name differences
• Address mismatch explanations
• Additional company documents
• Updated public records
• Translation requests

How to Respond

You may respond by:

• Replying directly to the validation email
• Uploading additional documentation
• Contacting validation@SSL.com with your order number

Responding quickly helps avoid delays.

Step 6: When to Contact SSL.com Support

Contact Support Immediately If:

• Validation exceeds expected timelines
• You receive confusing validation requests
• Technical issues block progress
• Callback repeatedly fails
• You need urgent issuance
• Order information contains errors

Recommended Support Contacts

General Support

• Support@SSL.com

Validation Team

• validation@ssl.com

Billing Questions

• billing@ssl.com

Sales Questions

• sales@ssl.com

Information to Include When Contacting Support

Provide:

• Order number
• Certificate type
• Current validation stage
• Time elapsed
• Troubleshooting steps already attempted
• Any error messages received

What Support Can Help With

Support may:

• Investigate delays
• Clarify requests
• Correct order information
• Prioritize urgent orders
• Provide alternative validation methods
• Troubleshoot technical issues

Support cannot:

• Skip required validation steps
• Accept expired documents
• Issue certificates with incomplete information

Step 7: Prevent Future Validation Delays

Before Ordering

For All Certificate Types

• Ensure IDs are current
• Gather all required documents
• Confirm phone accessibility
• Avoid last-minute orders

For OV and EV Certificates

• Verify public business listings are accurate
• Obtain a D-U-N-S number if possible
• Update outdated registry information
• Prepare company verification links

For EV Certificates

• Identify designated contacts early
• Ensure contacts are available
• Prepare company documentation in advance
• Consider expedited processing if needed

During Ordering

• Match official records exactly
• Double-check spelling and formatting
• Save order confirmation emails

Immediately After Ordering

Complete all required steps the same day whenever possible:

• Submit information
• Upload documents
• Add contacts
• Monitor email
• Complete callback immediately once available

Quick Validation Troubleshooting Checklist

Use this checklist to quickly identify and resolve common delays.

• Check your current validation stage
• Calculate business days only (exclude weekends and holidays)
• Check inbox and spam folder for validation requests
• Upload missing or corrected documents
• Complete callback verification immediately if available
• Verify company verification sources are accurate
• Respond promptly to clarification requests
• Contact support if delays exceed normal timelines
• Review all order information for accuracy
• Monitor order notes regularly

Summary

Most SSL.com validation delays are caused by incomplete submissions, pending callback verification, missing documentation, or unanswered clarification requests.

To avoid delays:

• Complete all validation steps promptly
• Monitor your email regularly
• Use automated validation options whenever possible
• Ensure all submitted information matches official records exactly
• Respond quickly to SSL.com validation requests

Following the recommendations in this guide can significantly reduce issuance delays and help ensure a smooth certificate validation experience.