My shop wont open on in Safari - can't establish a secure connection to the server

Shopify Discussion

Topic summary

A customer reported being unable to access a Shopify store on their Mac using Safari, receiving an error message about failing to establish a secure connection to the server. The store owner is trying to determine whether this is an isolated customer-side issue or a broader problem with their shop.

Recommended troubleshooting steps:

  • Clear browser cache and cookies
  • Test in an incognito/private browsing window
  • Try a different device (e.g., mobile phone)
  • Attempt access using alternative browsers (Firefox, Chrome)
  • Ensure the device’s operating system is up to date
  • Restart the device

Next steps:
If the issue persists after trying all troubleshooting methods, the store owner should contact Shopify Support directly through the Help Center chat, as the support team can examine account-specific details not accessible through the community forum.

Status: Only one customer has reported this issue so far, suggesting it may be a local browser or device configuration problem rather than a store-wide technical issue.

Summarized with AI on November 14. AI used: claude-sonnet-4-5-20250929.
1

Hello, one of my customers has reported that they are unable to open my shop on their mac with the error message being - Safari can’t open the page because it could not establish a secure connection to the server.

I am trying to determine if this is an issue on my end or the customer’s end. Has anyone experienced this problem and found a solution?

2

Hi @marinastrachan ,

Thank you for reaching out to the Community! I’m happy to provide some assistance with this request, to ensure it gets resolved. To confirm I’m fully understanding, has only this one customer reached out about this issue?

If so, I’d encourage you to have them attempt some local troubleshooting. This will help to determine whether the issue is related to a browser error or something else. For ease, I’ve gone ahead and listed a few steps below that you can attempt to see if this helps to resolve:

  • Clear your Cache and Cookies.
  • Access the shop in an Incognito Tab.
  • Try Another Device (i.e a cell phone).
  • Try using Another Broswer (i.e Safari or Firefox).
  • Try accessing from the Shopify Mobile App.
  • Try Restarting your device.
  • Make sure your device is Up To Date.

If after attempting all of the steps outlined above, the customer continues to experience issues with accessing your online shop, please feel free to connect with us directly. This will allow for our support team to take a closer look as we don’t have access to any account information through the Community.

The connect with us, you can:

  • Head over to our Help Center.

  • Enter into the chat box Contact Support.

  • Log into your shop.

  • Select one of the available support options.

Please let me know if you have any other concerns.