"You Do Not Have Permission To Access This Website"

[Kyle_Heath]

In the past week, I've had 3 different visitors say they have received this message when navigating my site: "You Do Not Have Permission To Access This Website".

The first customer has provided the most information. I've attached her description as well as her screenshot (at bottom of this message):

"I just placed an order on your website.and received the confirmation email no problem.

However, I am letting you know that after clicking "Submit", the screenshot below was presented. You can see in the URL this was supposed to be the "Thank You!" display. "

The second customer was clicking her order number and received the same message (I'm not sure if it was on an email or in her account).

On a related note, my homepage banner spontaneously turned into a broken image link that I was unable to resolve. Somehow technical support for my theme managed to resolve it by re-uploading my image themselves (something that didn't work for me).

When I told them about this "You Don't Have Permission Message", they said, "This is the same message I was getting when I was trying to view your image URLs before. There's something going on with your store, that isn't theme related - we have no access or control over anything to do with the checkout or any subsequent pages. You'll definitely want to speak with Shopify about your store's back end machinations."

Please help me figure out what is going on. Thank you!

[Shay]

Hi @Kyle_Heath 

Thank you for the screenshot and the details you shared from the customer. I can't be sure, but this could be related to an open issue that our developers are working on that has impacted a small number of orders/merchants. 

If you have not yet, please reach out to our authenticated support team and have them review the orders and escalate to our technical team for further assistance. To access our authenticated support, please follow this link: Shopify Help Center.