I have had multiple customers telling me they are not able to access our website, however, when I check, it is telling me it is secure.
I have attached an image from someone who was not able to access our website.
Topic summary
Main issue: Some customers report they can’t access the Shopify site or see it as not secure, while the store owner sees it as secure.
Evidence: An image from an affected customer shows the error; another participant shared a screenshot indicating the site loads normally. Images are central to understanding the conflicting experiences.
Current observations: Access appears inconsistent—working for some users but blocked for others.
Proposed causes:
- Corporate/security firewall blocking access on certain networks.
- SSL certificate problem (inactive or not installed), which commonly triggers security warnings.
Suggested actions: Verify that the site’s SSL certificate is active/installed. No other concrete steps were agreed upon in-thread.
Status: No confirmed resolution yet. The discussion remains open pending verification of the SSL status and further checks on network-related blocking.
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Most likely, they are behind a security firewall, such as a corporate network, which is blocking access to the website.
can you please check if the SSL Certificate is active or not? Mostly this type of error shows website has not installed an SSL Certificate