Skip to main content

​
What This Means

When connecting a custom domain for white-label reports, you may see: 
SSL Not Ready
SSL certificate not yet available
This is normal. SSL certificates are automatically provisioned after your DNS changes propagate. You don’t need to do anything—just wait a few minutes.

​
How Long Does It Take?

SituationWait Time
Typical1–5 minutes
Slow DNSUp to 15 minutes
DNS issuesWon’t complete (see below)
Click Refresh to check if your certificate is ready.

​
If It’s Taking Too Long

If SSL hasn’t provisioned after 15 minutes, check your CNAME record:
1

Verify CNAME Record

Ensure your CNAME record points to the correct target shown in Settings → Agency.
2

Check DNS Propagation

Use a tool like whatsmydns.net to verify your DNS has propagated globally.
3

Wait and Refresh

Once DNS is propagated, return to Settings and click Refresh. SSL should provision within minutes.

​
Common Causes of Delays

IssueSolution
CNAME not addedAdd the CNAME record to your DNS provider
Wrong CNAME targetDouble-check the target value in Settings
DNS not propagatedWait for propagation (can take up to 48 hours in rare cases)
Conflicting A recordRemove any A records for the same subdomain
We handle SSL provisioning automatically—no certificates to upload or configure. Once your CNAME is correct, everything else happens on our end.

​
Need Help?

If SSL still isn’t provisioning after verifying your DNS, contact support with your custom domain and we’ll investigate.