How can I safely remove a harmful link added by a Shopify app?

[Rosebox]

HI all..

I have used a couple of different apps recently to add features to my website, one being a "date Picker" for delivery date of flowers, it appears to work ok but I now have my google ads suspended because that app has attached a link to my website in Shopify that google has deemed a threat... I have to remove the link before google will free up my ads to run again, (malicious software). this is pretty frustrating as I have no idea where to find and remove this link, and the app supplier is not getting back to me.... are the apps not secure for us to use, its pretty frustrating.

I have also tried to use another app for "product add ons" for my site, and once I get it set up, it dosent work, I have emailed support many times with no reply, thy only time I heard from them was an automated email once I deleted the app, its not a free app either.

So my questions are, how do I remove the dodgey link from my site and will my date picker still work? 

And are the apps via Shopify actually safe to use, so far its been pretty annoying. OR, is there a paid Shopify theme I can get that already has a date picker and product add ons with it, so I'm not paying for seperate apps on top of it... its very messy and I would like to be able to call Shopify support to help me sort it!!!!!

can anyone help me please?

Thanks

Leigh

[Andrew]

Hi @Rosebox, 

I completely understand and empathize with your feelings of annoyance. So I'm going to try to answer each one of your questions as fully and accurately as possible.

At the moment, there is no inbuilt date picker feature for any free Shopify themes. I will, however, pass your feedback on internally to our developers. Adding an app to your store is the only option right now.

The fact that the code from your newly-added app has been flagged with Google is strange, and the fact that the product add-ons app isn't working must be very frustrating.

But what's even more concerning to me is that the app developers have not been helpful or responded to your questions. If you were to contact our support directly, we may be in a better position to help.

I know you mentioned that you want to call our support., and while we do not provide call options we do offer live chat or email - simply head to Our Support Page.

Can I ask what the date picker app is for specifically, please? As in, do you want to offer your customers an option for pickup or delivery or both? Or is it for booking appointments?

[Rosebox]

Hi there,
Thanks for your reply. The date picker app i have used is Easy Calendar,
and the app contact is thanhbtapp@gmail.com. i have it running good as
gold but theres a link from them that google has flagged as malicious on my
website and i dont know how to find it to remove it or if it will affect my
date picker, i have contacted the app provider about this but have had no
reply!!! So i cannot run my google ads at the moment until its removed,
the actual link that google has flagged is: thanhbtapp[.]com/. which
is linked to that app some how, do you know how to remove it without it
affecting my calendar date picker?

I also want to add a product add on option to my products,
"add a sweet treat". and " add personalised label"
So the sweet treat will be a product, cookies, and the label will be an
option whereby the customer can personalise their rose box with a sticker
for $15, saying what they want, ie, congratulations, baby boy. baby girl
etc etc.... so it needs to be a text box that they can write in as well
with the $15 charge.
Does that make sense, are you able to help me set this up or recommend the
correct app?
I used product add on app, ZOEX, which all set up fine but it didn't
actually work when you click on "add" to your cart, the support have never
come back to me after several support email attempts.

Thanks
Leigh
The Rose Box

[Rosebox]

Hi Andrew,

Im still having issues and I cannot get hold of anyone!!!!! I have uninstalled the app that was causing my site problems, but apparently the malicious link is still there and google won't allow my ads to run, I am losing money atm and nobody seems to be able to help, I'm pretty annoyed that I have used an app recommended by Shopify , which has now caused me major issues and nobody is able to help..!!!!!  Can I actually call Shopify support to sort this out?

Thanks

Leigh

[JayAdra]

Hi Leigh,

That really sucks. Unfortunately apps in the Shopify App Store can be a bit hit-and-miss.

Can I ask what your store URL is? I'd be happy to help you track down and remove the link if it's still an issue (why their app is adding a link to your store in the first place is beyond me).

[Rosebox]

Hi there
Its, www.therosebox.com.au
Im still having trouble with google ads so the malicious link must still be
there. 😌

[JayAdra]

Thanks! I took a pretty thorough look and can find no reference to "thanhbtapp" or similar anywhere in your website's code.

What is the exact error you're getting back from Google? Do you maybe need to do some sort of re-submission to them now that the app is gone?

Any extra details you could provide would be helpful, but it does look like that app has been removed from what I can see.

Jay.

PS: It's very cool you're a Sunny Coast store! I lived there most of my life, moved to Brisbane now though.

[Rosebox]

Hi Jay
Its soo frustrating! I have resubmitted ads after the app was removed and still getting the disapproval ! I just tells me ads disapproved due to malicious software
Thanks for your help its appreciated.
Cheers
Leigh










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Sent from my iPhone have a nice day 😁

[Andrew]

Apologies for the delay in getting back to you! I never received a notification that you had replied, so I'm sorry there was such a delay.

First off, I just want to say that I totally get how frustrating this must be. I've been there myself! While I cannot help you remove the code, I would suggest you contact us through the contact page I linked you to so that we can reach out to the app developer on your behalf. Are you having trouble getting to the chat and email options on our page?

For clarity: if you go to Shopify's help center and click Contact Support you will be prompted to either login or continue without a store. Once you have selected an option you will be asked to ask about a topic. Search for your query and relevant help docs will populate as well as the option to proceed to live chat or email. If we have the capacity a "request a call-back" option will also appear.
Talk to our support, explain that you cannot reach the app developer, and they can contact them and CC you into the email exchange. 

You also mentioned that you want to add a product add-on option to your products, "add a sweet treat" and " add a personalized label". Normally we would recommend an upsell or cross-sell app for that too, but I appreciate you may be a bit wary of them now.

So the simplest option I would recommend would be to hyperlink the additional product(s) that you want to recommend within the product description itself.

For example, this Irish airsoft company recommends a battery to be used with a specific product on the product page. The way they've done it, it looks like this:

But you could obviously make it more pronounced or noticeable, just by editing your product page a little more using the rich text editor.

Again, I completely understand your frustration and am sorry for not getting back to you sooner. I hope this all helps! Do be sure to reach out to our support so that they can contact the app developer(s) on your behalf.