How can I secure the connection on my ecommerce site?

Shopify Discussion

Topic summary

A staff member at Royalcart.co.uk reports customers are seeing “not secure connection” warnings, negatively impacting sales. The site uses a Shopify domain, and a screenshot was provided showing domain status.

Initial Response:

  • Support confirms SSL certificate appears valid from their end
  • Cannot replicate the security issues
  • Requests additional information: DNS records screenshot and exact URL copy from address bar

Similar Issue Reported:
Another user (SpiritJapan.com) experiences related problems:

  • Customers encountering “not secure” failures and malware warnings
  • Recent performance drops observed
  • Unable to reproduce the issue personally

Recommended Actions:

  • Check DNS settings for errant records that could affect SSL certificates
  • Identify which browsers/devices trigger the errors
  • Register domain with Google Search Console to check if Google is flagging the site as unsafe
  • Review Google’s help documentation on “Why is my site labeled as dangerous in Google Search?”

Possible Cause:
Issue may stem from previous domain owners if bad actors previously controlled the domain, causing security flags.

Summarized with AI on November 19. AI used: claude-sonnet-4-5-20250929.
1

Hi, i have a staff account on a store

I’m dealing with customers as a customer service so many customers complain that your website not have secured connection. Its very bad impression and impact on sales. The store owner on a business tour so I’m here for asking help. We are using Shopify domain.

Thank you> >

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Kindregards

2

Hi @Adnan7403

Thank you for the details and the screenshot showing the domain status.

From my end, I am not seeing any issues with the domain. My tooling reports that the SSL certificate is valid and I cannot replicate any security issues on the website.

Are you able to see this security error message? If yes, can you share a screenshot of that and copy the URL exactly as it is in the address bar here for me?

Are you also able to share a screenshot of the domain’s DNS records from within the domain host settings? There could be a record in there that doesn’t show up in my tooling, but could be causing issues for some customers.

3

Hi Shay, sorry to jump on this comment. I have been getting reports from customers that my website ( SpiritJapan.com ) has either been resulting in a not secure connection failure or a malware warning. It has happened several times and I have been unable to reproduce it on my end. I have also noticed performance go down recently and if this is happening that would be a huge reason.

4

Hi @travelerspocket

No worries, I am sorry to hear you are also experiencing this issue.

Are you able to share a screenshot of the domain’s DNS settings as well? I want to ensure that there are no errant dns settings that could affect the domain’s SSL certificate.

Do you know what browser or device your customers are using when they see this error message?

I also recommend both yourself and @Adnan7403 register your domain with Google so you can check the status of it in the Google Search Console. This will let you know if Google is flagging the domain as unsafe. This can be corrected if it is! It is usually caused by bad actors who owned the domain previously.

Why is my site labeled as dangerous in Google Search? - Search Console Help