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Certificate Services Support

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After completing your SSL certificate installation, you may receive the following error message when accessing your secured site using your browser.

     Error: "The name on the security certificate is invalid or does not match the name of the site."


The common name of the certificate is not being referenced properly when accessing the secured site.

For example: The SSL certificate common name is issued to If you are accessing the secured site by without the 'www' prefix, you will receive this error message.


There are  two (2) options to consider:

Option 1: All links referencing the common name must specify the new common name of the certificate issued by Entrust on your secured site page.

Options 2: If you fall within 30 days of the certificate issuance date and have not yet received a reissue, Entrust's Certificate Replacement Policy states you are entitled to a free reissue of your certificate.

Certificate Replacement Policy:
For Standard SSL certificates, Entrust offers a one time, no charge replacement of your digital SSL certificate within thirty (30) days of the original issue date. If you require a replacement certificate after 30 days, you must purchase a new SSL certificate.

1.  Create a new CSR on your web server for the desired common name.

2. Send us the new CSR as an attachment via email to [email protected]. Please reference your Entrust order number in the subject line of the email.

Note: Once Entrust receives the new CSR, your order will be updated and a new certificate will be issued to the Technical contact on the order within 1-2 business day.

If you have any questions or concerns please contact the Entrust Certificate Services Support department for further assistance: 

Hours of Operation: 
Sunday 8:00 PM ET to Friday 8:00 PM ET 
North America (toll free): 1-866-267-9297 
Outside North America: 1-613-270-2680 (or see the list below) 
NOTE: Smart Phone users may use the 1-800 numbers shown in the table below.
Otherwise, it is very important that international callers dial the UITF format exactly as indicated. Do not dial an extra "1" before the "800" or your call will not be accepted as an UITF toll free call. 

Australia0011 - 800-3687-7863
Austria00 - 800-3687-7863
Belgium00 - 800-3687-7863
Denmark00 - 800-3687-7863
Finland990 - 800-3687-7863 (Telecom Finland)
00 - 800-3687-7863 (Finnet)
France00 - 800-3687-7863
Germany00 - 800-3687-7863
Hong Kong001 - 800-3687-7863 (Voice)
002 - 800-3687-7863 (Fax)
Ireland00 - 800-3687-7863
Israel014 - 800-3687-7863
Italy00 - 800-3687-7863
Japan001 - 800-3687-7863 (KDD)
004 - 800-3687-7863 (ITJ)
0061 - 800-3687-7863 (IDC)
Korea001 - 800-3687-7863 (Korea Telecom)
002 - 800-3687-7863 (Dacom)
Malaysia00 - 800-3687-7863
Netherlands00 - 800-3687-7863
New Zealand00 - 800-3687-7863
Norway00 - 800-3687-7863
Singapore001 - 800-3687-7863
Spain00 - 800-3687-7863
Sweden00 - 800-3687-7863 (Telia)
00 - 800-3687-7863 (Tele2)
Switzerland00 - 800-3687-7863
Taiwan00 - 800-3687-7863
United Kingdom00 - 800-3687-7863
0800 121 6078
+44 (0) 118 953 3088