Hello Shopify community,
We moved our store (https://www.store.majesticcasual.com/) from Squarespace (where everything was fine) to Shopify 5 days ago and therefore redirected our shop domain - but after 5 days we are still getting a “403 Forbidden” error code, although the SSL certificate should be valid.
I did not find a way to reach out to the Shopify mail support directly or get a support ticket, so I hope I can find help here.
Any help?
Best,
Alex
Hi @sickbwoi
Welcome to Shopify! I hope the migration process has been going OK for you. Just so you know, we have a handy migration guide here that you can check out.
You mentioned that you weren’t able to find a way to reach our support team. You can use this link here to reach us. You will need to be logged into your store, then search for a topic and click Continue down the bottom of the results page. You can reach us via live chat, email and phone callback. This will be the quickest way to receive account specific support, so if this is a time sensitive issue I would recommend doing that.
I can see that you’re having some issues with the domain, I’d be happy to help you troubleshoot this here on the Community Forums. I tried to access your URL and also got errors relating to the certificate being invalid.
You mentioned that you ‘redirected’ your shop domain, could you explain the steps you took to change the domain from Squarespace to Shopify? Did you manage to successfully connect the domain or successfully transfer the domain into your Shopify admin? Also, who was the domain provider for www.store.majesticcasual.com?
From what I can tell, the CNAME and A Records are set correctly for the domain, however if you are happy to do so, sharing a screenshot of the DNS settings for the domain would be helpful. It is possible that some older DNS or SSL records might be interfering with Shopify issuing your new SSL certs.
Hey Rick,
Thanks for your reply and your help! I will provide a screenshot of the DNS settings as soon as possible, still waiting for access here.
What seems to be really weird: If I open our shop through a hyperlink (Screenshot 1), I don’t have any problems at all accessing. If I type the domain in my browser manually, I’ll always get the error code (Screenshot 2) - but it’s both the same domain?
Hi @sickbwoi
That is indeed an interesting one. I can confirm on my side that accessing https://www.store.majesticcasual.com is showing a 403 Forbidden error, but www.store.majesticcasual.com is showing as secure and points to your store. This suggests there is something odd happening with the SSL setup for the domain.
Contacting our support team here will be a good idea in this situation, as there’s a good chance we will need account access to see exactly what is going on, and to help you fix this.
However, if you would prefer to troubleshoot further here we can absolutely do so. Seeing a screenshot of the DNS setup would definitely help when you get a chance. A screenshot of the domain in your Shopify admin would also be handy to have. If you could also please provide the following info, it would help to troubleshoot:
Hey Rick,
Relieved to hear that other people face the same issues with our store. I’ll give you some more input, maybe that helps, if not, we will contact the support for further investigation.
Find attached the screenshot of our DNS settings connected to the store, also the domain settings in our Shopify account.
Our domain provider is Cloudflare, and yes, the whole domain setup worked perfectly when we operated with Squarespace.
If you need any more information, please don’t hesitate to ask, I’ll try my best to deliver all screenshots and data.
Best,
Alex
Hey again @sickbwoi
That’s great, thank you for those excellent screenshots!
From what I can tell, the DNS settings for the domain look perfect, so well done for that. The A-record and CNAME are pointing at Shopify. It also looks as though you have successfully added the domain to your Shopify admin, and it is showing as connected which is good.
You mentioned that the domain provider is Cloudflare. One of my initial suspicions with this issue was if you were with Cloudflare as a provider before you came to Shopify, then DNS settings and SSL certificates in your account may be taking priority over Shopify’s settings. This issue commonly manifests in SSL errors similar to what we are seeing here. If Cloudflare is serving the SSL certificate from your old Cloudflare account setup instead of the one provisioned by Shopify, it can cause problems.
Generally the way to resolve this is to contact Cloudflare directly and ask them to help you remove any previous SSL/DNS setup for the domain that may be causing issues. However, in this case the actual root domain of store.majesticcasual.com is working OK, but using https://www.store.majesticcasual.com returns an error.
What I recommend here is to reach out to our own Shopify support first. We can authenticate you via the help center and access specific information on your account. Once we can confirm what is happening with this domain, then we can point you in the right direction to solve this. Just be sure to mention that there may be pre-Shopify Cloudflare SSL/DNS configuration on the domain.
