Shop site labeled as malicious/ dangerous

LindseyTucker
Visitor
2 0 1

Customers are trying to access my shop from a pc & are receiving a warning that it is a malicious & or dangerous site. But they do not see this warning when browsing from a phone. Please assist!

 

LindseyTuckerDesigns.com

Replies 7 (7)

Greta
Shopify Staff
1105 118 141

Hi, @LindseyTucker!

 

Thank you for your post. I checked out your site on my computer using Chrome and my phone using Safari, and I was able to access it without any issue. I also entered your domain into Google's safe browsing site status page and there wasn't any unsafe content found. 

 

 

Would you happen to have any screenshots from your customers of the error they were seeing? I can do some more digging and see if I can find the cause of the issue. 

 

Please let me know if you have any more questions! 

Greta | Shopify 
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LindseyTucker
Visitor
2 0 1

IMG-20230214-WA0005.jpg

Greta
Shopify Staff
1105 118 141

Hi, @LindseyTucker!

 

Thank you for getting back to me and sharing that screenshot. I looked up the message that was shown, and it looks like it came from entering your URL into the Trend Micro Site Safety Center, rather than being shown when trying to access your store. Basically this means a customer wouldn't see an error message when going on your online store, and they would only see this warning if they used the Trend Micro site and entered in your URL. Trend Micro is a third-party company so I'm unsure how they determine the safety of a website, but I did enter your URL into Norton Safe Web and Google Safe Browsing (as mentioned earlier) and they both came back with a "safe" rating for your store. 

 

If you would like to look into this further, I recommend getting in touch with our live support team. I'm unable to provide account-specific support through the Shopify Community, but if you contact us via the Help Center, we can access your account and review your theme/domain for any issues. We're available 24/7 to better assist you!

 

Please let me know if you have any further questions. 

Greta | Shopify 
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Randomdropshipp
New Member
6 0 0

My customers get a warning when they access my store through their phone.

Screenshot_20231108-120726_AVG_AntiVirus.JPG

please help me

CourtneyB
Visitor
1 0 0

Hi, did this actually get resolved? This seems to be an AVG issue which wouldn't BE an issue if millions of people didn't use the AVG app on their mobile devices, but they do. I tried accessing the site using 3 mobile devices and all had the same issue because all have AVG installed,  I am accessing the website directly via Chrome.

 

Screenshot_20231122-222846_AVG AntiVirus.jpg

 

Any info or ideas on how to get this issue resolved?

 

Thanks!

Greta
Shopify Staff
1105 118 141

Hi, @CourtneyB and @Randomdropshipp!

 

Thanks for sharing those screenshots with me. I did some digging online and found this question on AVG's website where another website owner had a similar issue. An employee from AVG responded saying it could be a false positive, and you can report the issue to them using this form

 

I just wanted to let you know that this seems to be an issue on AVG's side, and doesn't have anything to do with Shopify. I recommend contacting them directly for further assistance! 

 

Let me know if there's anything else on the Shopify side of things that I can help you with.

Greta | Shopify 
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clickrapt
Shopify Partner
31 3 6

Hi I Checked out your site, I too did not get a warning.

If you find my reply useful kindly like it and If your problem is solved by my solution please mark as solved.