We’ve been operating successfully for 2 years now on Shopify. In the last two weeks I’ve had customer after customer complain they cannot access the site order our coffee. They get the following message:
THIS WEBSITE HAS BEEN BLOCKED> > We blocked this website because it may contain malicious content and could be harmful to your devices.> > You haven’t done anything wrong. We automatically block potentially dangerous website, We recommend> > you leave inis website.> If you believe this website is safe, you can report this website as safe.
Many of my customers have reported the website as safe, with no luck. I’ve seen many people on here report similar issues. Hard to find a clear answer on how to resolve it.
Hoping someone in Aus has had success resolving this with Shopify / Telstra
We have noticed some reports around the use of the Broadband Protect product offered by the Australian ISP Telstra that causes issues with accessing some stores with SSL certificates.
In order to address the issue you can either disable BroadBand Protect or change the DNS servers on your device away from Telstra’s.
This is not an issue with Shopify or our SSL certificates we provide to domains.
Don isn’t a user of Telstra…. Neither are we and have this issue. How can our customers stop being blocked by their Telstra?! Once they see that, they don’t trust our site!
were losing customers every day. And have NO malware on our website.
Did you manage to figure this one out? We are having the same issue. Contacted Shopify and they told me they had not received any other complaints?!!! Please let me know if managed to fix this. Seriously impacting our Christmas sales. Have reported the site as safe to the security vendors but don’t know what else to do. Thanks, Lisa
Shopify. The above is not a solution. It means any customer using Telstra Broadband currently trying to access our site is getting a notice saying our site has been blocked. Possibly due to the fact we are using a shared IP through Shopify??, Security Vendors are assuming our legitimate sites are phishing based on some other dodgy sites sharing this IP. Surely Shopfiy can assist your customers with this? It is not practical or possible to communicate to every customer trying to access our site to change their DNS. You need to be able lodge some kind of case on behalf of your customers? We are currently losing all possible Christmas sales due to this issue!
We’re having the same issue. Has a developer look on our site and there’s no malware detected! Such bull! We’re losing sales because of this too! We have reached out to Telstra to remove us off their block list but were told it could take months?
And then see which of the security vendors are marking your site as malicious. You then need to reach out to them individually, just google ‘xxxx vendor name report false positive’ and you should find somewhere on their individual sites to request a review of your url and report it as safe. Not sure how long it takes for them to review…can assume that they must receive millions of these requests. Telstra has totally shirked any ownership or initiative on their end, and have stated that they will not review unless the virus checker above is coming back as clean for all security vendors. My frustration is that this is really a Shopify issue but they are doing nothing to assist or acknowledge the issue.
Had exactly the same thing happen to my page this week. No clue how to get it fixed. Where I live Telstra is the only service which means no one can access my page.
We are also having the same issue, our website doesn’t work on Telstra network and we run some Facebook ads to which we are being flagged/commented as malicious website.
Any update from Shopify would be greatly appreciated.
As @Sal16 mentioned do we share IP with other stores if yes, is it possible to change or ask for a dedicated IP for our stores ?
Trying to set up a store but same thing is happening for my site.
odd part is the site is only getting the Telstra blocked message when using google chrome. Safari is works fine. Chrome will work when I disconnect from my home wifi (Telstra) and connect to my phone hotspot (also Telstra). safari is unaffected on any network.
hesitant to continue with this domain if I can’t resolve this.
Hi Don, we appreciate you taking the time to help us with this.
Over 44% of Australian homes use Telstra, that means 44% of our customer base cannot see our products, if this was a smaller ISP I could possibly let it go, but my family and half of my friends cannot see my shop and people on my facebook ads have been saying my account is malicious, which is unacceptable and damaging to my credibility.
This also means that 44% of potential customers of your Australian customers, us that own shopify stores, cannot see our stores. Telstra is not interested in speaking to website owners, only their own domestic customers. I spent hours on the phone with them being shifted from department to department until I was told that they couldn’t help me as I wasn’t their customer.
You can see that this is a huge problem for us and because of this I might have to investigate other online shopping platforms, which is a shame as I like the ease of use of Shopify. I don’t want to exclusively use Etsy.
How do I lodge an official request for Shopify to speak to Telstra and clear this up for us? We have done nothing wrong and the issue is the trust that Telstra has with Shopify, our countries’ leading Telco does not trust Shopify. I would really appreciate your help with this.
Jesus, and you had to pay for that. If only I could get the right department, 7 days I can deal with. But I have a bunch of summer designs, australia day designs, valentines and mardi gras designs that I want to get loaded but it seems a bit pointless.
I have done so much googling and on a whirlpool forum someone said to email abuse@telstra.com and explain the issue and its possibly DNS blocking. I have sent an email. I will keep you updated
claprdmxe22 gave this error: Mail is unauthenticated and has been blocked. The sender must authenticate with both SPF and DKIM. IB716 i{913a0fca-d064-4fcc-a65c-eb89d5244476}"
This happened to me today I only got my domain for my brand new online store 4 days ago. I am devastated. I submitted a request to Telstra to unblock, but not holding my breath.
Hoping to just add my story to show support and pressure to rectify (I understand it may be Telstra, but if decent amount of vendors are affected surely Shopify would need to intervene on behalf or they will lose lots of sites).
I only got my domain for my brand new online store 4 days ago. I am devastated. I submitted a request to Telstra to unblock, but not holding my breath.