Why are some users unable to access my secure ecommerce website?

Louise27
New Member
6 0 0

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

Replies 5 (5)

Victor
Shopify Staff
2448 226 522

Hi @Louise27,

 

Thank you for reaching out about this. If possible, could you share with me your store's URL so I can check this myself? Who is your domain provider?

Victor | Social Care @ Shopify 
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Louise27
New Member
6 0 0

Hi Victor

 

It is www.whitepepperapparel.com and Godaddy. 

 

Thank you !! 
Louise 

Victor
Shopify Staff
2448 226 522

Thanks Louise. The website has loaded fine on my end:

 

08-21-91666-20984

 

I received no error messages or notifications within my browser (Google Chrome), and I can see that there is no issue with the SSL certificate. Are you still seeing issues on your end?

Victor | Social Care @ Shopify 
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Louise27
New Member
6 0 0

Yes i am getting the attached when i try to go onto it! and so are other peoplei know! 😞 IMG_FEA49C4E3D2D-1.jpegScreenshot 2023-08-10 at 21.53.30.pngScreenshot 2023-08-10 at 21.55.12.png

Victor
Shopify Staff
2448 226 522

Hi @Louise27,

 

Right, thank you. This is strange.

 

My recommendation would be to contact GoDaddy's support team directly and ask them if there's any issues on their end that they can see. My guess would be that there is an issue with the domain that is causing it to be flagged by anti-virus software, and they should be able to advise.

 

If they cannot offer any assistance, feel free to contact our support team so we can take a closer look at this for you.

Victor | Social Care @ Shopify 
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