Letsencrypt help

Need help with this one.
I am trying to create a certificate with letsencrypt. I have our url and port 80 pointed to the PBX.
I create new certificate and fill in the info and and I get an error of ---- token not available

I then tried the the full url with the acme-challenge in a web browser on a system outside the network and the web page returns a long string of number and letters. So I believe the page can be reached but I am still getting this error.

How to I get my certificate because our website is hosted and returns to a different ip address… so they set up my subdomain which is the one going to the pbx…

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