domain is blocked for some customers - blacklist

[bigpapi890]

hi, a lot of customers send me messegaes on instagram about a problem in my website, they cant see it beacuse its blocked, i dont know why..

someone told me that maybe the domain was used before and it reported as fishing so its in the black list or some like that..

how can i solve this problem?

my website is new

[Rick-InventoryH]

Hi @bigpapi890 ,

Here's what you can do to address this issue:

1. Verify your domain: Make sure your domain is verified with Instagram. Go to your Instagram profile settings, add your website URL, and follow the verification process sent to your registered email address.

2. Check for blacklisting: Use tools like Google Safe Browsing or Norton Safe Web to check if your domain is blacklisted due to previous suspicious activities.

3. Contact Instagram support: Reach out to Instagram's support team, explain the situation, and provide details about the blocking issue. They can review your case and assist in resolving the problem.

4. Provide alternative access: While working on the issue, offer alternative ways for customers to access your website, such as sharing direct links through email or other social media platforms.

Remember, resolving this may take time and patience, as it involves working with Instagram's policies and support team. Keep your customers informed and stay proactive in finding solutions.

If you have more questions or need further assistance, feel free to ask. Good luck in resolving the access problem with your website on Instagram!

[Elias]

Hey, @bigpapi890.

Thank you for reaching out and bringing this to our attention.

I'm delighted to see that you were able to get some support from the Shopify Community and @Rick-InventoryH has provided some great insights to this issue. There could be some other potential causes to this issue, such as the Secure Sockets Layer (SSL) for your domain hasn't fully propagated or that there's an issue with customers using a specific internet service provider (ISP). Can you confirm when this domain was connected? Can you reproduce the issue on your end? 

If there was a domain connected recently, then in some rare cases the SSL can take up to 48 hours or more to finish propagating. However, if the problem isn't with the SSL and you're unable to replicate the issue, then we'd recommend asking for a screenshot of the warning/error message from one of the customers or sharing your domain with us so that we can take a closer look. Do you have a screenshot of the error message? Or, can you share your domain?

[bigpapi890]

hi elias, thank you for the answer, the domain is like around a year with me, so its not recently.

only people who connected to a specific phone company in my country cant reach my site, so maybe its the "customers using a specific internet service provider (ISP)." 

how can i solve that?

[Elias]

Hey, @bigpapi890.

Thank you for following up!

If the issue is with a specific ISP, then the customers may need to get in touch with their cellular service provider. However, if you have some specific examples from the abandoned carts, then we'd be happy to have our Technical team take a closer look first. While we're unable to provide account-specific support via the Shopify Community, we'd be happy to further assist you through live chats. Please visit the Shopify Help Center and login to your account to create a support request.

Once you've resolved this issue with our live support, please keep us posted!