Hello,
I’m having an issue with SSL certificate provisioning for a custom subdomain on one of my Netlify sites.
My intended setup is:
- Apex domain and www: hosted outside Netlify
- portal subdomain: hosted on Netlify
The portal subdomain is configured with a CNAME pointing to the Netlify site, and DNS resolution is working correctly.
I verified that:
- The portal subdomain resolves to the expected Netlify site.
- The CNAME is publicly visible through Google DNS.
- The IPv4 and IPv6 addresses being returned belong to the Netlify target.
- There is no separate A or AAAA record configured directly for the portal subdomain.
However, Netlify currently has the apex domain, www, and the portal subdomain associated with the same site.
The apex domain is intentionally not served by Netlify, so DNS verification for it fails with:
“[apex domain] doesn’t appear to be served by Netlify”
The main issue is that certificate provisioning now appears to be stuck, and Netlify prevents me from changing the custom domains with this message:
“We’re provisioning a certificate for your site, you cannot change custom domains until that process completes.”
Because of that, I cannot remove the apex domain and www from the Netlify site and leave only the portal subdomain.
The SSL certificate currently presented for the portal subdomain is the default *.netlify.app certificate instead of a certificate containing the custom subdomain, which results in a hostname mismatch.
Could someone from the Netlify team please:
- Check whether the certificate provisioning process is stuck.
- Cancel or reset the current provisioning process if necessary.
- Allow me to remove the apex and www domains from this site.
- Keep only the portal subdomain associated with the Netlify project.
- Trigger certificate provisioning again for the portal subdomain.
I can provide the actual site name, domain, DNS records, and verification details privately if needed.
Thank you.
