Two common causes for this error message are:

1. Private Key Modulus does not match the Public Key Modulus

Please open a support ticket with a brief description of the problem and include the key file and the certificate file. It will be reviewed to determine whether the moduli match.

If they do not match, then it’s possible there has been a mix up with your private key, or the private key has been deleted. If the private key cannot be found, you will need to start again and create a new private key and CSR, and have the certificate reissued.

To open a support ticket, please log in to your HostPapa dashboard: https://www.hostpapa.com/dashboard

Support ticket tips/info: https://www.hostpapasupport.com/kb/how-to-access-support-tickets/

2. A dedicated IP must be assigned to your website

A unique IP address (dedicated IP) must be assigned to your website in order to use an SSL certificate. To ensure that your website has a dedicated IP address assigned to it, please look for it along the left of your cPanel. To log into your cPanel, follow these steps:

1. Log in to your HostPapa Dashboard: https://www.hostpapa.com/dashboard
   
2. Click on My cPanel. If you have more than one domain associated with your HostPapa account, click on the appropriate domain link, then enter your cPanel password if required.

Website without Dedicated IP

Website with Dedicated IP

If you do not have a dedicated IP associated with your website, you will need to purchase one. You may purchase a dedicated IP at any time through your HostPapa dashboard:

1. Log in to your Dashboard: https://www.hostpapa.com/dashboard

2. Click on My Services.

3. Click on Additional Services.

4. Under Dedicated IP, click the Add to account button.

Please note, only one SSL certificate can be used per cPanel account.

How to access your site via its IP address

If you recently purchased your domain name, it’s possible the propagation period has not yet completed. It can take 24-72 hours for the DNS records to fully propagate.

During this time period, you may view your site using your IP address.

Please note, when purchasing a dedicated IP address, a 4-8 hour propagation period is necessary. Unfortunately, you will not be able to view your site during this period.

This article is also available in: French, Spanish, German