Support Information
Please review all available support options before requesting email or telephone support.
This page contains:
If you are looking for basic information, please visit our resources page. You may also find the FAQ helpful.
Our document repository has all of the support documentation for the Certificate Service, including the Certificate Manager administrative guide, a user guide for client certificates, and support documentation for APIs.
If you are wondering about the domain registration process, there's a page for that.
Password Resets (Forgotten Passwords)
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If you are an RAO, please email admin@incommon.org
- If you are a DRAO, please contact one of your organization's RAOs
Certificate Manager (CM) Interface Support
This option provides administrative users (RAOs and DRAOs) with software support for the InCommon Certificate Manager (CM) web interface.
Choose from one of the following support options:
- Online Demos
- Consult the Administrator Guide [pdf] before submitting a support ticket.
- Email support (available Monday through Friday, 4 AM to 8 PM Eastern)
- User must be listed as an RAO or DRAO for InCommon.
- csmsupport AT comodo.com
- Telephone support (available Monday through Friday 4 AM to 8 PM Eastern)
- Caller must be listed as an RAO or DRAO for InCommon.
- (888) 256-2608
- Select Option 1 - Enterprise Solutions Support, then select Option 2 - Certificate Manager or Digital Certificate Support
Product and System Support
This option provides support for certificate-related or system-related issues for all users. For example:
- I am having problems installing my certificate.
- Why do I receive an invalid key size error?
- I am having problems generating a CSR.
- The system or network appears to be down.
Choose from one of the following support options:
Web Support
Email support (available 24 x 7)
- support AT comodo.com
- A support ticket is created automatically from the email if you are a registered user.
- An auto responder replies to the request with the corresponding ticket number or, if you are not a registered user, a request to register.
Telephone support (available Monday through Friday, 4 AM to 8 PM Eastern)
- (703) 637-9361
- Select Option 1 - Enterprise Solutions Support, then select Option 2 - Certificate Manager or Digital Certificate Support
SSL and Client Certs - Delays in Issuing Certificates and Requests for Expedited Service
It can take up to 24 hours to obtain a certificate. If you experience delays with SSL certs (beyond 24 hours), please send the order number with a note to PartnerValidation AT comodo.com. Expedited Issuing of Certificates: If your request needs to be expedited, please send the order number with your request to PartnerValidation AT comodo.com
Extended Validation (EV) Certs - Delays in Issuing Certificates and Requests for Expedited Service -
It can take up to 24 hours to obtain a certificate. If you experience delays with EV certs (beyond 24 hours), please send the order number with a note to evdocs AT comodo.com. Expedited Issuing of Certificates: If your request needs to be expedited, please send the order number with your request to evdocs AT comodo.com
API Support
This option provides support for the Application Programming Interface (API). Choose from one of the following support options:
- API Documentation from Comodo
- API guides on the InCommon website.
- Email support (available Monday through Friday, 4 AM - 8 PM Eastern)
Delays in Issuing Certificates and Requests for Expedited Service
Delays in Issuing Certificates: It can take up to 24 hours to obtain a certificate. If you experience delays (beyond 24 hours), please send the order number with a note to PartnerValidation AT comodo.com
Expedited Issuing of Certificates: If your request needs to be expedited, please send the order number with your request to PartnerValidation AT comodo.com
Other Support
InCommon maintains an email list, cert-users AT incommon.org, as a place for community members to share experiences, discuss possible system enhancements, and see how other campuses handle various issues and tasks. We encourage you to join this list. To do so, send an email to sympa AT incommon.org with the following in the subject line: sub cert-users FirstName LastName. You can also use the list archives as a resource, but you must join the list first.
If you feel your issues have not been addressed by any of these options, please email admin AT incommon.org.
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