Why can't some people access my secure eCommerce website?

Shopify Discussion
1

Hello,
Can you please help?

Some of my friends/family are struggling to access my website. They are receiving messages like ‘could not establish a secure connection’ and that I am using an unsupported protocol. I have done everything Shopify have asked me to and even contacted my Domain provider but still the issue is happening. Does anyone know why some people are unable to access my website?? It is a secure site on Shopify selling clothing and it launches next week so this is a bit of an emergency as i can’t have customers not being able to access the store OR have to ask them all to turn off their anti virus

2

Hi @Louise27 ,

Thank you for reaching out to the Community. I’m happy to provide some assistance with connecting your domain to the shop, to ensure this gets resolved. To confirm I’m fully understanding, are you using a third-party domain?

If so, I recommend reviewing our Connecting A Third-Party Domain document for steps on how to successfully connect the domain to your shop. It provides you with the appropriate DNS Records to successfully ensure the domain is pointing towards Shopify.

We have a great Set Up Video that touches on these steps, but can also check out our Manual Set Up Documentation as well. It outlines, you can:

  • On your domain provider’s website, log in to your account.
  • Find the DNS settings or domain management area.
  • Change the following records:
    1. Point the A record to the Shopify IP address 23.227.38.65.
    2. If necessary, change the Host name to the @ symbol.
    3. Delete any other A records on the domain if there are any present.
    4. Point the CNAME record with the name www to shops.myshopify.com.
  • Save your changes.
  • From your Shopify admin, go to Settings > Domains.
  • Click Connect existing domain.
  • Enter your domain, such as johns-apparel.info, and then click Next.
  • To confirm that your domain is connected to your Shopify store, click Verify connection.

If after reviewing these steps, you’ve confirmed that the domain has been successfully connected, I’d encourage you to allow for some time to pass. It’s important to note that it might take up to 48 hours for your domain to be verified. After it’s verified, your domain is listed in the THIRD-PARTY DOMAINS section of the Domains page with the status Connected. If after 48 hours, the error continues please feel free to Contact Support.

Please let me know if you have any other questions or concerns.