Overview
SSL certificates are one of the most common products customers need help with. Issues range from not knowing how to activate after purchase, to installation errors, to certificates showing as invalid despite being valid. Understanding the difference between our hosted SSL and externally hosted SSL is critical to resolving cases correctly.
Why SSL Matters
- Without SSL, browsers display "Not Secure" warnings that damage visitor trust
- Google uses SSL as a ranking factor — no SSL means lower search rankings
- SSL affects email reputation and sender scoring, not just websites
- Even email-only domains benefit from having SSL active
Step 1 — Activating SSL After Purchase
After a customer purchases an SSL certificate, it does not activate automatically. Walk them through this process:
- Client Area > Products > SSL Certificates
- Click "Set Up" next to the Standard SSL
- Enter the domain name and click continue
- Note: SSL credits can take up to 90 minutes to appear in the account after purchase
💡 Full installation guide: https://www.123-reg.co.uk/support/ssl-certificates/getting-started-with-installing-your-ssl-certificate/
Step 2 — SSL on Hosting With Us vs Hosted Elsewhere
This is the most important distinction to make before troubleshooting SSL issues:
- Website hosted with us — We can assist with installation directly. Web Hosting Deluxe includes free auto-SSL that renews automatically
- Website hosted elsewhere — We can provide the certificate files for download but cannot install them. The customer must install on their hosting server or ask their hosting provider to do it
⚠️ If the site is hosted elsewhere and running Let's Encrypt or AutoSSL from their host, that certificate may overwrite ours. The customer needs to download our certificate ZIP and manually install it on their server.
Step 3 — Downloading Certificate Files
If the customer needs to install the certificate on an external server, guide them to download the ZIP file from their 123 Reg dashboard:
- The ZIP contains the SSL certificate (.crt) and CA bundle (intermediate certificate)
- The private key is NOT included in the ZIP — it is generated on the server during the CSR process and never leaves the server for security reasons
- The customer should have a .pem file on their hosting server from the original setup — this is the private key
- If the private key is lost, a new CSR must be generated on the hosting server
💡 Always check SSL status using: https://www.whynopadlock.com/ — share the direct test report URL with the customer so they can see exactly what is and is not working.
Step 4 — Common SSL Errors & Fixes
Site Still Showing as Not Secure After Installation
- Check for mixed content — HTTP resources loading on an HTTPS page. Use whynopadlock.com to identify specific issues
- Could be a browser caching issue — advise customer to clear cache and cookies and try again in a private/incognito window
- SSL may not be fully propagated yet — allow up to 90 minutes after activation
cURL SSL Certificate Error
- This is a server-level SSL bundle issue
- Escalate to L2 — cannot be resolved from L1
Let's Encrypt Certificate Expired
- Let's Encrypt certificates are managed by the customer's hosting provider
- Outside our scope unless the customer is purchasing our SSL
- Direct the customer to their hosting provider to renew the Let's Encrypt certificate
Browser Showing SSL Warning Despite Valid Certificate
- Almost always a browser caching issue
- Advise customer to clear cache and cookies
- Try accessing the site in a private/incognito window to confirm
Each Domain Needs Its Own SSL
- Each domain requires its own SSL certificate unless using a Wildcard SSL
- Standard SSL: £59.99+VAT per year
- Wildcard SSL: £229.99+VAT per year — covers the domain and all subdomains
- Best value offer: 2-year SSL at £119.98+VAT with free installation (waive the £50+VAT installation fee)
Step 5 — Web Hosting Deluxe Auto-SSL
Customers on Web Hosting Deluxe do not need to purchase a separate SSL certificate:
- Deluxe includes free unlimited auto-SSL for all hosted sites
- SSL renews automatically for the full hosting term
- No manual installation required
- If a customer is on Economy hosting and struggling with SSL costs, upgrading to Deluxe is a strong option — SSL alone would cost more than the hosting upgrade
💡 Web Hosting Deluxe 3-year at £107.64+VAT includes auto-SSL, cPanel, daily backups, and 2 free Titan email accounts for the first year — often cheaper than buying SSL separately.
Step 6 — SSL Installation Service
If a customer is struggling with SSL installation and the site is hosted with us, offer the installation service:
- Standard installation fee: £50+VAT
- Can be waived for valued customers or as a goodwill gesture on 2-year SSL purchases
- Escalate to L2 after customer agrees — L2 handles the actual installation
Common Pitfalls
- Trying to install SSL for a site hosted elsewhere — provide certificate files only
- Telling customer the private key is in the ZIP download — it is not
- Not checking whynopadlock.com before assuming the SSL is broken
- Forgetting that browser SSL warnings despite a valid cert are almost always a caching issue
- Not mentioning Deluxe hosting auto-SSL as an alternative to purchasing SSL separately
- Escalating cURL SSL errors without flagging them as server-level issues for L2