Mobile visitors report intermittent failures loading several Shopify stores, often after domain renewal. Symptoms include “server IP address could not be found” and “could not establish a secure connection,” while desktop access works.
Shopify support could load the sites on both desktop and mobile, suggesting localized/device-specific issues. They asked for details on browser, incognito tests, and whether the problem occurs on Wi‑Fi vs cellular data.
Pattern observed: many affected users can load sites on Wi‑Fi or desktop but not on mobile data (including 5G); some failures occur in in‑app browsers (e.g., Instagram) and in Safari/Chrome on mobile. One user shared a screen recording (not included).
Steps that helped some: clearing mobile browser history/cache, updating iOS/browser, and updating the theme. In at least one case the issue resolved on its own after 1–2 days.
Unresolved cases remain: some users still cannot load on cellular despite cache clears and OS updates, reporting lost sales. No platform-wide root cause or fix has been confirmed; further diagnostics (browser, network type) and replication steps are requested. The discussion remains open.
Hi,
I have currently had to renew my domains and since doing so my shopify site seems to only load on desktop and not on mobile. When attempting to load the site on mobile I get a site can’t be reached error and that the server IP address could not be found. I would appreciate any help. Thanks.
My Website: www.dbxgear.com
Hi, @dbxgear ,
Hank here from Shopify.
Thank you for sharing your store URL which allowed me to test this on my end. I am happy to confirm that your store loaded up on both desktop and mobile for me, which leads me to believe that is a localized issue on your mobile device.
What browser are you currently using? And is it happening on multiple browsers? Can you try opening your website using incognito mode to see if this works? If it does, then can you try clearing your cache?
Sometimes it can be a temporary issue, but the most common issues are to do with cache, so the above suggestion tends to resolve the majority of individual cases.
Let me know how you get on, or if you have any additional questions!
All the best,
Hank
Thank you for the reply. It seems to still be down on my mobile phone even when on incognito and clearing cache. I have asked others to check if it down for them but it seems to be working. This is very bizarre. Would you happen to have any idea why this is happening? Thank you for the help.
That certainly seems odd, but localized issues are always the most confusing ones. Either way, I am here to try to narrow it down for you, my friend.
On your mobile, is it happening on multiple browsers and if so, what browsers have you tried? Is it happening on wifi, or on using your mobile (cellular) data?
I just received notification from a customer that my site was doing the same thing. They sent me a screen recording of trying to access my site via instagram, which automatically popped up using Safari, and it’s not letting them. I tried pulling it up using Safari on my mobile as well and received the “Safari cannot open the page because it could not establish a secure connection to the server.” I then attempted to pull it up on my phone using google chrome and got the same rejection using both the regular and incognito view. However, on my MAC it seems to work fine both in chrome and safari. My site is www.durbyxellen.com.
How can this be fixed?
I also just checked that on my phone the site pulled up on both internet browsers when I disconnected my phone from the internet but it’s still pulling it up on my MAC just fine.
Hi, @krivera2 .
Are you still experiencing this issue? I have opened using safari successfully, and also on Google Chrome using an incognito window. Please do let me know if this is still ongoing, and if so what steps I should take to replicate the problem. Thank you!
Hi there,
I am experiencing exactly the same issue. We can reach the website from a laptop or when connected to wifi but not when the phone is on data, even with 5G. That’s very odd and a few clients cannot order because of that.
Hi
Did you ever resolve this issue? I am having the same problem…
I’m facing the same issue with my site. Rarely loads on mobile, works fine on the desktop. Losing sales and how!
I am definitely having the same issue and my customers are complaining that they are not able to use the website on their phones. Can someone please check my website loads but I am unable to click on the tabs to see the products. officialwardrobechangers.com
Hi
Did you ever resolve this issue? I am having the same problem…
After renewing the domain on namecheap last year, the shop is literally loaded on some phones in a few seconds, and on others it is not read at all when accessed with Instagram, same situation is on chrome(noticed that it is often a problem with android phones).
A lot of customers are complaining and I don’t know what to do, I changed the theme and did a lot of things but I can’t solve it at all, please help!
Hey, yes I did, and thanks to Shopify support. Believe it or not the site used to always be open on my mobile safari, and clearing the history/cache got the site to load up normally how it did on other phones. I also updated my theme to the latest version and it works even faster now.
It was very frustrating when it wouldn’t load especially when I had to show someone something, and felt idiotic that it was as simple a fix as that 
Hello, how did you fix it? I have the same problem. Mine on pc it loads but on phone it doesn’t work. I’ve tried on 2 phones and I have same problem. Thank you! My page is cmemestore.myshopify.com
Hey,
I had a few weeks of stress about it till the kindest customer care helped me through it. It’s not an external site loading issue as much as a matter of deleting and clearing the cache/history on your phone/tablet etc. I did it a couple of times and updated the ios + browser and it started working perfectly. Hope that helps 
I am having this same issue. My site won’t load on my iPhone in chrome. I updated my iOS. No fix. I cleared browser and cache still no fix. I can’t get to load in incognito mode either. I can only get to it when I’m on Wi-Fi. When on cellular data it won’t load. First time in 3 years having this issue. I only noticed it when customers started calling me telling me they can’t get my site to load so it’s not just my phone. I can get on other Shopify stores just fine. I’m losing tons of sales. Please help!
www.makefreshies.com
I see yours works now. How did you fix it? I’m having the same issue!
I don’t know! It just started working after a day or two. I hope it resolves itself for you too.