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Support Options

Getting Started​

To get started with Certify The Web products, see the Getting Started guidance for each product:

Check out our FAQ if you are just getting started and having trouble with something.

Support Helpdesk​

Full time support is available via email support tickets for registered users or those who are evaluating the software.

If you are a licensed customer or are evaluating the software please do get in touch with support if you have any questions.

Support for Customers​

To create a new support request for help or for general questions, email support at certifytheweb.com

Please include:

  • A note of your licensed account email address
  • Describe the problem/question in detail with any supporting information you can provide.
  • Include how to recreate the problem and/or any special configuration you may have.
  • Logs for managed certificates can be found on the Status tab of each managed certificate and are essential for diagnosing certificate request/renewal problems.
  • Domain details shared with us via support are treated as confidential and there is no need to redact domains in logs etc (redacting domains can make issue diagnosis more difficult).

Support operates weekdays (Australian Western Standard Time) with some coverage on weekends. Telephone support and general consultancy is not currently available but we will try to help where we can for all questions.

Evaluating the Software​

Our products are ideal for organizations or professionals who need tools with dependable support. You are encouraged to test the software yourself before purchasing, as not all usage scenarios are supported.

Contact support at certifytheweb.com if you have questions about the products.

Help from Solution Partners​

We do not yet offer pre-sales support calls or onsite consultancy, but we are happy to answer questions via our helpdesk.

If you are looking for regional consultants who can offer advice and consultancy for our product range, see our growing list of Solution Partners.

If you are a solution partner providing consultancy and have a question, please contact our helpdesk.

Community Support​

All users of the free Community Edition are encouraged to join our community forum: community.certifytheweb.com

If there is a general bug or feature request (you'd like to discuss in public, you can create a new issue against our GitHub project (not used for support requests) or discuss on the community forum.