Help! Expired SSL Certificate

[rockpooltrading]

My website (www.rockpooltrading.co.uk) is showing the message below for all users today. Is anyone else having this problem? I obviously want to get this rectified as soon as possible so any help much appreciated!:

Your connection isn't private 

Attackers might be trying to steal your information from www.rockpooltrading.co.uk (for example, passwords, messages or credit cards).

NET::ERR_CERT_DATE_INVALID

Subject: www.rockpooltrading.co.uk

Issuer: R3

Expires on: 3 Jul 2021

Current date: 4 Jul 2021

[tranguyen]

Hi @rockpooltrading, sorry to hear you're running into this! 

I had a quick look at the website's DNS records and it seems to be setup okay. If you haven't already, can you try unpublishing the site and republishing it again to see if that trigger the SSL certificate?

If that doesn't help, please let me know and I'll be able to look into this further. 

[ridingwithmates]

I am getting this today on www.ridingwithmates.com. It says our SSL certificate expired two days ago. I don't remember getting a separate one when setting up Square last year. It must be part of Square? How do I renew it please?

[tranguyen]

Sorry to hear you're running into this @ridingwithmates! Have you try unpublishing the site and republishing to see if the SSL certificate appear again?

Additionally, it's also worth making sure your Square Online plan subscription is active as it can affect a site's visibility as well. You can always check this under Account Settings > My Services.

If you run into any issue, please contact our Support team directly. 

[ridingwithmates]

Hi - when I look at Account Settings > My Services there is nothing in there. We should be on a free sub. We have upgrade to the next level up a couple of times to activate a hidden page but then downgrade again once the project is finished. I really don't know what I need to do to get the free sub back, I don't find Square very intuitive. regards, Sarah

[tranguyen]

Apology for the confusion @ridingwithmates! It may be best to contact our Support team directly as they'll be able to double-check your subscription and makes sure we can get the website published again.

One thing to note: it isn't possible to have a custom domain (domain without square.site) when you're on a free Square Online plan. If you want to keep the free plan, you'll need to change your domain from a custom domain to a free subdomain from Website > Domain > Edit and change to Use a Square subdomain.

[ridingwithmates]

Ok, thanks. Maybe we paid for the cheapest year's plan as we definitely have a custom domain.

[ridingwithmates]

I don't know how to unpublish but have gone into Edit Site and clicked Publish. The security warning still comes up when I then go to www.ridingwithmates.com

[campfire_design]

Hello

I am having expired SSL certificate warning.  I have unpublished and published, checked my account is live and checked my DNS and everything is in order.   My SSL certificate is showing as expired:

I am new to all of this please can someone advise why this has happened / how we can fix it  / avoid it in the future ?

TIA  regards Louise

[Breffni]

Hi @campfire_design, sorry to see this is happening with your site. 

The best option here would be to call our support team directly on 0800 - 098 8008, 9 AM- 5 PM, Mon-Fri, and they will reissue the SSL for you. 

They will also be able to double-check your subscription and makes sure we can get the website published again as soon as possible. 

Thanks. 

[campfire_design]

Hi. Thanks.  I called at 8am this morning but as I don't have a "customer number" I couldn't get through.  Managed to call at 9am and it's been referred to technical but my website is still down.  Still losing business.  Still no update.   It's an SSL certificate, just issue a new one.  This should never ever be an issue.  I am very annoyed and disappointed to say the least.  I now can't phone anyone until Monday and that's assuming I am able to as 9-5 are not good times for me.    All the while I am losing business. 

[k_atie]

Hey @campfire_design, just stepping in for Alegra here. Understandable that you'd be frustrated over this situation, sorry about this. 

I managed to find the escalation for your case. Our team has come back to us and said that there is only a single A-Record set up in your DNS. They have said that the best course of action here is to contact your registrar to edit your DNS and add a root A-Record to the DNS pointed to Square's IP address, which is 199.34.228.164. You can see it here:
 

https://who.is/dns/campfiredesigns.co.uk

After that's been added, we recommend you unpublish/republish your site. This should issue the SSL within 24 hours but may take up to 48.

Let me know if there is anything else I can look into for you, I'd be happy to help. 

[campfire_design]

Hi Skyler

Thank you for the update.   I can confirm there has been zero changes made to my DNS records (and I do not have only a single A record set up ) so I am unsure why this is suddenly an issue.  I have, however, refreshed the DNS settings and saved them and unpublished and published my site.    So we shall see. I shall wait 24 hours.  

I still don't understand why the certificate is invalid as nothing at my end has changed and it is Square that manages the SSL side. 

I am still incredibly unimpressed, and still losing business.

[k_atie]

Hey @campfire_design, thank you for the update and the clarification on the matter of your DNS. I'll pass the above information over to the team who is looking at your case and hopefully, we'll be able to get this sorted as soon as possible. 

I know this isn't an ideal situation, so I thank you for your patience while we look into this.