URGENT: SSL Certificate/CDN Routing Issue on Custom Domain

Hello Figma Support Team,

I am urgently following up on the custom domain issue for piusanyimfellows.org.

The domain was previously stuck on “Awaiting SSL Certificate” for an extended period. After reconnecting the domain, the website started loading for some users, but it is still not stable. Some users can access the site, while others are getting errors such as “Not Secure,” “This site doesn’t support a secure connection,” or the site not loading at all.

Based on the symptoms, this appears to be an SSL certificate/CDN routing issue, possibly involving an incomplete or misconfigured SSL certificate chain, or different CDN/server nodes serving different SSL states. It looks like some users are reaching a server where the SSL certificate works, while others are reaching a route where the certificate is either not fully trusted, not properly attached, or not being served correctly.

Kindly help escalate this to your technical team and confirm the following:

1. Whether the SSL certificate for piusanyimfellows.org has been fully issued and properly attached.

2. Whether the certificate covers both piusanyimfellows.org and www.piusanyimfellows.org.

3. Whether the full SSL certificate chain, including intermediate certificates, is correctly configured.

4. Whether all Figma/CDN edge servers are serving the correct SSL certificate.

5. Whether HTTPS routing is fully active and stable for both the root domain and the www version.

This website is for a live programme portal, and the inconsistent access is affecting users. Please assist in urgently reviewing and resolving the SSL/CDN routing from Figma’s end.

Thank you.

​@Gayani_S Please kindly attend to this issue, The priority is critical

Hi ​@AthenaOnekobo Hub , thanks for reaching out to us! I’ve merged your similar topics within the same thread, and moved your post to a new topic as it's a different issue from the other Forum thread.

I've also added a follow-up note to your support case and flagged it to the internal team. They'll be in touch directly via your support case, thanks for your patience in the meantime!

In the meantime, a few things worth trying:

• Remove and re-add your domain: this can re-trigger SSL issuance  (see Forum thread here)
• Awaiting SSL certificates: Figma automatically provisions SSL certificates for custom domains, which ensures secure HTTPS access. This process typically takes up to 15 minutes, but can sometimes require additional time. If you're still waiting after 30 minutes, we recommend checking if you have any CAA (Certificate Authority Authorization) DNS records configured for your domain. If so, make sure they allow certificates from Google Trust Services, Let's Encrypt, and SSL.com.

For more details, you can check our Help Center article: Manage a custom domain for your site.

The support team will follow up on the deeper SSL/CDN investigation with you directly via your support case. 🙏

Thank you, i jus hope, they resolve this as soon as possible

Hey ​@AthenaOnekobo Hub , I see in the backend that your support ticket has been escalated to our Technical Quality team to take a closer look. They are waiting some additional information from you to investigate further your issue. Please check your inbox when you can, thank you!