How can I remove the 'unsafe site' warning on my website?

[SacredPet]

Hello,
A customer has just contacted us because she was looking at our site on her phone which has Norton Security installed. It is throwing up an error Unsafe Site. We recommend you do not use this site.

Does anyone know how to resolve this situation please ?

[hassan1203]

Hello @SacredPet,

I am Hassan, an ecommerce consultant. There are a few steps you can take to address the issue of your store being flagged as unsafe by Norton Security:

1. Check if there are any security issues with your Shopify store. You can use Shopify's free security check tool (https://www.shopify.com/security) to scan your store and identify any vulnerabilities.

2. If the security check tool identifies any issues, address them. This may involve updating your store's SSL certificate, removing malicious code, or addressing other security concerns.

3. Reach out to Norton Security and request a review of your store. Provide evidence that your store is secure and ask them to remove the unsafe site warning. You can use Norton Safe Web (https://safeweb.norton.com/) to scan your site and identify any issues that need to be addressed before you reach out to Norton.

4. In the meantime, you can reassure your customers that your store is safe. Consider adding a notice on your store's homepage indicating that your store is safe and secure and that you take customer privacy and security seriously.

5. Once you have resolved any issues and Norton has removed the unsafe site warning, consider implementing additional security measures to prevent similar issues. This may include regularly monitoring your store for security vulnerabilities, implementing best practices, and staying up-to-date on the latest security threats.

If you are still trying to resolve the issue, contact Shopify support (https://help.shopify.com/en/manual/your-account/shopify-support) for further assistance. They can provide additional guidance and help you address any security concerns with your store.

Regards,

Hassan

[Inthebag]

Can you tell us where to find the free security check that shopify has. You said it was at https://www.shopify.com/security but it isn't there. 

[Rick]

Hi @SacredPet 

Thanks for reaching out here, and welcome to the Shopify Community.

I understand how a message like that would be concerning for both the customer and you as the merchant. I'd be happy to provide some insight into this situation.

In certain situations, stores may show a browser pop-up or page redirect due to third-party software that is installed on the machine accessing the store. In most cases it will be a customer who reports this, and flags the Shopify storefront to the owner as having "unsafe" content - which looks to be what has happened in your case.

Almost all of these types of alerts are due to the specific way that the third-party detects issues on sites (in this case Norton). The likelihood of genuine unsafe content is extremely low, as if it were valid we'd see reports across all of Shopify rather than just one specific store. In case you might be interested in learning more, we also run a public bug bounty program through HackerOne that helps us keep ahead of any vulnerabilities in our platform.

I would suggest asking this customer to follow up directly with Norton to report the flag as a false positive. If they have provided you with further evidence that there is a real issue with your store (other than the Norton warning), then please reach out to our support team here and provide as much information as possible to our team, such as specific URLs, the vulnerability in question, and any screenshots of the exact error/warning. 

[Nina2020]

This Link:

https://www.shopify.com/security

is not working.

[Rick]

Hi @Nina2020 

Thanks for joining in here to let me know.

I checked the www.shopify.com/security page, and it appears to be working OK for me. We don't have any reported outages at the moment, and everything appears to be operational from a Shopify perspective. 

If this Shopify page is not working on your device, I would recommend trying some local troubleshooting steps:

• Clear your browser cache & cookies. Sometimes if a browser is loading old, stored information, it can cause issues with pages not loading.
• Make sure your browser and device operating system are up to date. We usually recommend using Google Chrome.
• Try using another device, browser and also internet connection as a way to test this - it's a good way to try pinpoint where the issue might be coming from.
• If you have any VPNs enabled on your device, temporarily disable them and try refreshing the page.
• If the above does not help to get this page to load, consider reaching out to your internet service provider (ISP) to ensure there are no issues on their end which could be causing certain domains from not working.

[rtucker14624]

Having the same issue(s). When the URL is using the www. prefix customers get the security warning. Without the prefix is no problem. Also the shopify.com/security page asks for a log in (already logged in) then just takes me to our admin page.

[VeeMiles]

This is not working. It takes you to a place that shows all Shopify's reports.  Nowhere to scan my site. 

[Moira]

Hey @VeeMiles,

Do you mind-expanding further on what you mean by scanning your site? There may have been some confusion with the original reply from @hassan1203. The link shared above is to our Security certifications, not a tool to scan your website. 

[Inthebag]

This is what you said before in your first message: 'Check if there are any security issues with your Shopify store. You can use Shopify's free security check tool (https://www.shopify.com/security) to scan your store and identify any vulnerabilities.".

We are all looking for the free security check tool that you said Shopify has but that link doesn't have it. 

[Greta]

Hi, @Inthebag!

As Moira mentioned, it was @hassan1203 in their original message that mentioned a free security check, not Shopify. Shopify doesn't have a security check website, but I recommend contacting our live support team through the Help Center for further assistance with your store. 

Please let me know if you have any other questions!

[fremont]

The security scanning tool is not on the page https://www.shopify.com/security.  It is just a page with generic security advise.

[siamulhasan]

Hello SacredPet,

I hope you’re doing well. I’m currently managing my client’s website [GLOWUP21 - https://glowup21.de], and we’re encountering an issue where Google Safe Browsing is flagging the site as unsafe. This is affecting the approval process in Google Merchant Center.

When I check through Google Safe Browsing, it shows the warning: "Some pages on this site are unsafe." However, when I use other tools to verify the site’s safety, no issues are detected.

Shopify Support recommended I post my inquiry here for expert assistance. Could someone please guide me on how to resolve this warning and secure the website? Thank you in advance for your help!

Best regards,

Siamul Hasan

On behalf of GLOWUP21

Website: https://glowup21.de

[savageoi]

something seriously wrong with Shopify , since yesterday it has flagged up Norton on my customers links and it freezes when i try to get into any previous mailouts now . I am going to lose all my customers. 46 bounced from Sender email last night which has the same links to my various pages as previous mailouts . I cleared cache and i can get into new links but not previous

[JPHB85]

I just had a customer state that the site alerted them I am compromised too.  And my sales have been DRASTICALLY low for these past couple weeks.  Now I'm wondering if this has been happening to me too!!!

[savageoi]

i did contact help on Shopify but i just got a load of ideas for security checker tools /links etc , i am not a computer engineer so didn't have a clue what they were on about 

[jeudir]

Yes we have been having these issues for the past year and seeing an increase this quarter. Sales have been down astronomically and our internal team notices this issue all the time. It has caused a huge disturbance and likely a cause in our lack of website impressions and conversions.