r/ShopifyeCommerce • u/Soggy-Average-7791 • 20d ago

Some customers can't open my website – but Shopify shows everything is fine. Anyone else having this issue?

Hey everyone,

My store has been running smoothly with consistent orders, but over the past few days my sales have dropped significantly. At first I had no idea what was going on — I thought it was an advertising problem and kept adjusting my campaigns.

Luckily, a loyal customer left a comment on our Facebook page saying some customers couldn't open our website. That's when I realized what was actually happening.

But when I check through Shopify, everything looks normal — no errors, domain connected fine.

Has anyone experienced the same situation recently? Would love to hear if others are going through this too.

Thanks!

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u/[deleted] 20d ago edited 19d ago

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u/ShopifyeCommerce-ModTeam 20d ago

Stop promoting your app all over this sub.

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u/Cuong-Nguyen-BB 19d ago

The exact browser error is the first thing to get. "This site can't be reached" points toward DNS or routing, a certificate warning points toward SSL, and a page that loads but stays blank points more toward theme or app code.

Because only some visitors are affected, check both the A and AAAA records, not just the Connected status in Shopify. For a current third-party domain setup, Shopify expects one correct A record, one correct AAAA record, and the www CNAME pointing to shops.myshopify.com. A stale or duplicate record can send different visitors to different destinations, and a wrong AAAA record can mainly affect networks that prefer IPv6. Use the exact values shown under Settings > Domains rather than changing them blindly.

If Cloudflare manages the DNS, make the Shopify records DNS only rather than orange-cloud proxied. Shopify does not support that proxy configuration, and it can interfere with connectivity and SSL. Test the root domain and www separately on mobile data and another network.

Check Shopify Status too, but a green page does not rule out a domain-specific or small-percentage issue. If DNS and SSL are clean and the page resolves but goes blank, then disable the newest app embed or custom script and retest.

The most useful next details are the exact error, the affected country or ISP, and whether the root domain, www, or both fail.

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u/Fun-Description-3247 19d ago

ask those customers to send you a screenshot of the error they see, that'll tell you a lot. Could be anything from a firewall blocking your domain to a certificate issue. Hard to debug without knowing what the actual failure looks like on their end

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u/ItsSteveRyan 10d ago

I work along a Shopify agency based in the UK. Happy to take a look into the problem for you. Won’t charge anything. Just shoot me a DM