Customer Support > SSL Certificates > I cannot export my certificate, as the private key is missing \ My certificate installs, however it says my private key is missing

This is because the private key has been lost. Currently, this requires that contact our support team, and request a reissue. The private key is kept on your PC. You cannot access it directly, and if it is missing, you must contact the support team for a reissue. They will provide you with a new promotion code, so you can reorder your certificate.

To avoid the above, prior to ordering the certificate:

Run Windows Update
Insure Internet Options are set to default, and please clear your SSL cache
Order the certificate using Internet Explorer

Once you have received your certificate from us:

Insure you are installing it onto the PC/Server you generated the request from
Insure you are using the same browser (Internet Explorer)