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?
