Multiple store owners report customers intermittently blocked from their sites with messages like “security certificate not trusted,” “phishing/malware,” or ISP block pages. Issues are inconsistent by user, device, or network, impacting sales.
Suspected causes raised:
SSL/DNS history or caching (some saw http:// cached before SSL settled). Clearing browser cache helped a few, but not broadly.
ISP and security-vendor filtering: Telstra (AU) frequently blocks; others cite Swisscom and Comcast Business. Security engines (e.g., Avira, Bitdefender, CRDF, Fortinet; previously McAfee) have flagged some domains. One user noted “uncategorized” status with security firms.
Actions and outcomes:
Reissuing SSL and changing domain hosts rarely resolved it.
Reporting false positives to vendors (via VirusTotal list) reduced flags for some; Norton reclassified sites as safe after review.
Telstra-specific: using the “Report this site as safe” link on the Telstra block page and submitting the form led to unblocking within ~48 hours for at least one user (Telstra account/BigPond email used).
Some sites began working after time (trust propagation) without changes.
Current state: Mixed. A few saw resolution; others (including OP) still face recurring blocks and lost revenue (one user cited 40% followers unable to access). Root cause remains unclear; debate persists between Shopify vs. ISP/security vendors. Images/screenshots support block notices and reclassification confirmations. Discussion ongoing.
Summarized with AI on December 18.
AI used: gpt-5.
I’ve had multiple customers complain that they can’t reach my store and I’m losing hundreds of $ because of this.
It started with customers receiving error messages like “this sites security certificate can’t be trusted” And now many providers and anti virus programs block access completely and flag my site as phishing site.
I have no clue why this happens, maybe an app is the issue? I would be so grateful if anyone could check this.
I attached an example image of things my customers see.
You’ll notice in the URL it just says http:// instead of https:// which indicates a problem with your SSL. I had no problem visiting your shop so I’d say the SSL is fine right now, but maybe had a problem recently and now your customers are accessing the cached version that their browser remembers. They’ll need to clear their cache or try accessing your store with an alternate browser and they should have no problem then!
I have no more issues with ssl but some customers still can’t visit my store. For some their antivirus blocks it and for some it says “security certificate not trusted”. And Yes, I am aware that the current solution seems to ask them to update their device but if I run ads and someone wants to access the site and sees it’s not loading - they’re gone for good.
Especially regarding the blocked site by antivirus: Could someone check my shop if there is any malicious code? I would pay for this service as necessary as this is really important to me. I also have a ton of customers not being able to place orders even tho their credit card has enough funds. Some can, other can’t.
I’m on the verge of switching to another shop system because I am loosing 200-300$ a day due to the site not being accessable or my customers not able to check out. I don’t know how to solve this and spend the last months relentlessly researching this issue but found no answer…
Quick update: I still have some customers that either cant load the page due to a message like “security certificate not loaded” or now even some customers recieving the notice “this page might be impersonating bitesandtickles-shop.com to steal your data”.
I have no idea why this happens and it happens for some customers but not all of them. This is completely random and I hope someone either could check this for me or reissue my ssl and see if that helps.
Looks fine to me! I even tried a VPN and visited your site from a few different places in the world. Pardon me if your analytics happens to show a random visit from Mexico and the UK but I’m pleased to say that no warning popped up for me.
I couldn’t speak to the ads you’re running or if they’re configured in some odd way but there’s no problem visiting your store. If on the other hand someone has visited your store before when you had the incorrect DNS information then they probably have that pathway cached in their browser. Clearing cache or using a browser that doesn’t have that cache is really the only solution.
If someone gives me incorrect directions to their house and they’ve given me new directions, but I keep using the old directions over and over, there really is no solution except to stop using those incorrect directions. They can’t move their house over so that following the incorrect directions becomes correct. Same for the website. If they remember the SSL being broken and insist that probably still is without checking then the only solution is to forget that it was broken.
Hey! Did you ever get this fixed? I am having the same issue with Telstra blocking my website, and a couple of anti virus systems. Its happening constantly, and I have lost a huge amount of business - not only just loss of sales, but any potential customers will never trust my website after being told it has phishing and malicious content. I have contacted everyone (shopify, telstra, antivirus, domain host etc) so many times, but no one seems to be able to help.
It’s probably the same thing, something has gone wrong with your domain setup that prevented SSL from enabling correctly. You’ll have to say what your domain is before anyone can take a look.
The responses here make no sense, because this is not an ssl issue. My domain is hosted on shopify and I bought it there, so there should be no problem at all regarding ssl.
I still to this day have these issues. The most common being the text “this sites security certificate can’t be trusted” No matter which device is used, it appears for some customers that try to visit. I’ve probably lost a few thousands by this. Whenever someone writes me they can’t reach, I redirect them to etsy, where I listed my products now as well because of this issue.
No one is helping, no matter how hard you try or who you ask. This whole thing is really frustrating. I love shopify, but this regularly drives me nuts.
Sorry but the briefest google search for “this sites security certificate can’t be trusted” comes up exclusively with results that recommend checking your SSL certificate.
If you’re sure it’s fine then I’m sure you’ll have no problem sharing your domain name so you can prove it
Yes, exactly! And this is why it doesn’t make sense at all. I have the ability to google, I am not stupid.
Do you think I haven’t tried that after loosing thousands of $? Really? come on…
The weird thing is, that Shopify just keeps telling me there is no problem but my customers regularly can’t reach my site and get the message. No one can help.
If you scroll up, you will see that you replied everything looks fine for you… And that is the problem: It isn’t because there are people unable to visit the site every month.
So if it is an ssl issue, why did you tell me before that it looks fine? And why is everyone at Shopify saying “there is no problem” but every month there are users getting the error message?
And if it is an ssl issue, why are you unable to see it, I am unable to see it, but for some people it pops up?
I have tried for over a year now to solve this thing! Because it costs so much. But nobody has an answer.
lol sorry I didn’t realize that you jumped in ahead of KaylaYoung. Yeah I’ve given you the most amount of information that is available so not much more to elaborate on there. I still have no problem accessing your store. If these customers who are complaining were sitting in my chair on my device they’d have no problems either.
My site is craftybirch.com.au. It sounds as though my issues are the same as Bitesandtickles. I’m being blocked by Telstra, as well as Avira, Bitdefender, CRDF, Fortinet. McAfee used to also block it, but I eventually managed to get them to look into it and whitelist the site. I’ve contacted all of the above, none of which can give me any info.
Like Bitesandtickles, I’m also constantly told “its fine on my end” which I understand - it will work if you’re not using one of the providers that are blocking it. My SSL has been re-issued several times, I have even changed domain providers to no avail.
Built a site for a client and we are having the same issues as described throughout this chat. It’s appears to be happening in certain networks.
One thing I did notice is the website is listed as “ uncategorized” with most security firms.
This is growing more and more frustrating. I have a client who is loosing money from limited site access and then I have an unpaid invoice to my client because their end use product isn’t functional.
I have started to make some progress in getting my website “categorized” I just challenged the rating on Norton and they accepted it. I ran your site through and it’s flagged. Attached is the screenshot of yours. I can’t figure out how to attach multiple screenshots to show my before and after. Hope it helps!
Yes, its very frustrating. Telstra is the latest provider here (Australia) so mostly every customer is met with a “malicious content” warning, so they won’t trust the site even when (if!) I ever actually her it working. Paying every month for a website I can’t use.
I’ve just checked Norton like you did with bitesandtickles, and they have mine marked as safe and categorised as shopping (which is correct).
All services I can find that have it flagged have been contacted in many occasions and nothing seems to be resolved.
Shopify say it’s a domain issue, or no issue, domain and Shopify both confirm there’s no issue… yet nothing fixes it.
This is happening to me too for the 3rd time this year. Shopify say, to bad nothing to do with them, the internet provider (Swisscom) say contact your web provider. Godaddy say it’s not them but if I pay for the extra security plan they can fix it ?
I’ve lost so much revenue via this problem. Swisscom provide almost everyone with Wi-Fi so I’m really stuck as to how to fix this.
maybe moving to another webbuilder but I really don’t want to do that
Unfortunately not. Im still getting nowhere with Telstra or Shopify. As I’m not a Telstra customer, they now refuse to investigate unless I go into a store, but I dont have a store nearby.
but I’m pleased to say that no warning popped up for me.
come on…