Pros Help Center HTTPS (quick setup) reverts to manual setup and "Not Live" after some time | Community
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Pros Help Center HTTPS (quick setup) reverts to manual setup and "Not Live" after some time

  • March 9, 2026
  • 1 reply
  • 7 views
S

We have two Help Centers in our workspace:

1. GreenPal Help Center — help.yourgreenpal.com (working fine, no issues)
2. GreenPal Pros Help Center — pros-help.yourgreenpal.com (recurring issue)

Problem:
When we set the Pros Help Center to HTTPS (quick setup), it works initially 
but after some time it automatically reverts back to HTTPS (manual setup) 
and shows as "Not Live." We have to manually go back in and re-enable quick 
setup each time this happens.

The main Help Center (help.yourgreenpal.com) has been on HTTPS quick setup 
for a long time with no issues.

DNS Configuration (verified correct):
- CNAME for pros-help.yourgreenpal.com points to us.intercomhelpcenter.com
- Set to DNS only (no Cloudflare proxy)
- Cloudflare SSL mode: Full (Strict)
- No CAA records blocking certificate issuance
- No conflicting SSL certificates at the DNS level

Note: Since both CNAMEs are DNS only, Cloudflare is not in the traffic path 
for either Help Center — so Full (Strict) mode should not affect certificate 
provisioning. However, including it for full transparency.

Questions:
1. Can you check backend provisioning/renewal logs for 
   pros-help.yourgreenpal.com and explain why it keeps reverting?
2. Is there a background process on your end (e.g. SSL cert renewal, domain 
   re-validation) that is failing for this specific domain?
3. Why does this affect the Pros Help Center but not the main Help Center 
   with identical DNS setup?
4. Can we get alerts when a Help Center goes "Not Live" so we are not 
   discovering this manually?
5. What is the permanent fix?
 

1 reply

D
Intercom Team
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  • Dara KIntercom Team
  • Intercom Team
  • March 13, 2026

Hey ​@saab 

Hey there, Dara here from Intercom support! 👋

Thanks a lot for the detailed breakdown of your setup — that’s super helpful, and I completely understand how frustrating it is to have to keep re‑enabling HTTPS quick setup for your Pros Help Center while the main Help Center just works.

Let me tackle your questions and outline next steps.

1–3. Why does pros-help.yourgreenpal.com keep reverting, and why only this Help Center?:

What you’re seeing usually points to something going wrong in our SSL provisioning/renewal checks for that specific hostname, even when the DNS looks correct on your side.

Based on what you’ve shared:

  • CNAME → us.intercomhelpcenter.com ✅
  • DNS‑only (no proxy), same as the main Help Center ✅
  • Cloudflare SSL Full (Strict) but not in the traffic path ✅

That’s exactly what we expect for HTTPS quick setup, so from the outside your configuration looks right.

Behind the scenes, we periodically validate the domain and manage the certificate automatically. If a check fails for that hostname (even intermittently), the system can mark the HTTPS quick setup as invalid and fall back to HTTPS manual / Not live for safety. Because your main Help Center is on a different hostname, it can keep passing those checks while the Pros Help Center fails.

4. Alerts when a Help Center goes “Not Live”:

Right now we don’t send an automatic alert specifically when a Help Center’s HTTPS status changes to Not live.

In the meantime, two practical options that other teams use:

  • External uptime/SSL monitoring:
    Point a simple monitor at https://pros-help.yourgreenpal.com to:
    • Alert on SSL errors / certificate issues.
    • Alert if the site stops responding or returns an unexpected status code.
  • Internal check process:
    If you already have regular site checks or QA routines, we can share a simple checklist item (e.g. “Confirm Help Center HTTPS is live”) for your team.

I’ll also log your request for native alerts on Help Center “Not live” status as product feedback, since this is exactly the kind of thing that’s easy to miss until a customer reports it.

5. What’s the permanent fix?

  • Confirm that:
    • The domain validates correctly.
    • HTTPS quick setup stays in the Live state across our renewal cycles.
  • Only then consider this fully resolved.

For now, there’s nothing else you need to change in Cloudflare or DNS based on what you’ve described — your current CNAME + DNS‑only setup is exactly what we recommend.

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