unsecure site

[kia_stayblessed]

I have been using square through Weebly for over a year now.  I even took my custom doman from Godaddy and now its through Weebly.  Again that was over a yr okay.  Well today I looked in to do some updates and my website says unsecure.  On weebly its says update my DNS.  I do not know how to do this or why this is happening.  I didnt change anything.

[mjws1224 · Accepted solution]

Hi @kia_stayblessed!

That just means that you don't have an SSL certificate active on your website.

I hope that answers your question!

[kia_stayblessed]

ow do I activate SSL certificate

[mjws1224]

Generally, SSL certificates aren't free but are sometimes are included with your domain. I would advise looking into your domain provider's plan to make sure that your plan includes SSL.

[mjws1224]

@kia_stayblessed and also you should check on your domain's DNS nameservers via your domain provider to make sure that they're pointing to the correct nameservers.

[artizansty]

Hey,

Not sure if anyone else gets this (might be a UK thing, or a custom domain thing, unsure) but it’s happened before and Square have fixed it - my Square Online site will randomly stop working and customer’s browsers start saying that my site is unsafe.

Not only does this cause reputation  damage, it costs us a lot of money in business, and creates a range of other hassles. Does anyone know how to get this resolved asap please?

The ecom team seem to be set up to accommodate the US time zones, however I am left out in the cold in the UK with respect to running my business online with Square, and really not sure how any business outside the US, particularly those (like us) that have access to 24 hour support but in reality just have access to US-time support for crucial matters like ecommerce.

If anyone can please help, it would be greatly appreciated!!

[_Violet]

Hi @artizansty - Thanks for reaching out to us here on the Square Seller Community to bring this to our attention.

Sorry to hear of your frustrating experience in trying to contact Support thus far. Just to let you know, our standard Support hours are 6am-6pm Pacific Time in the US Monday-Friday. If you call outside of these hours, you will be required to enter your Customer Code to validate your account.

You can also get in touch with our Messaging and Email Support Teams here if you find yourself needing help when you're not able to call in during that timeframe.

Now for this issue with your Square Online Store, this definitely sounds like a domain issue. I've merged your post to an existing thread where another seller ran into this issue as well. The responses from user @mjws1224 should help shine some light on this situation.

I hope this information is helpful but please do let us know if you have any additional questions. Always happy to help! 😊

[artizansty]

Hi @_Violet, for all intents and purposes, Square is my host. SSL certs are installed on the host. Do you have any advice on how I can buy an SSL certificate and install it on my Square Online website please? Because this is not a domain issue.

[_Violet]

Hi @artizansty thanks for your reply.

Are you using a Square-Hosted Domain as opposed to a Custom Domain? 

You may want to review the steps for connecting a domain, here, just to ensure every step has been covered. If you are using a third-party domain, the connection process can take up to 24 - 48 hours to fully complete. SSL should also be enabled after this time period.

[artizansty]

Hi @_Violet I think there must be some misunderstanding here. I’ve had this setup with Square for a long time, this is not a newly connected domain, or a newly setup website. I’ve had this exact issue that has been rectified by Square as it’s an issue on Square’s end. Totally appreciate you trying to help, however this troubleshooting is leading it down a path that is incorrect.

Every moment my website is down, it is costing me money. Is it possible for this issue to be escalated with the e-commerce team please?

Thanks

[_Violet]

@artizansty Apologies for my misunderstanding. Usually, when we see this issue, it occurs when a site is being set up for the first time.

We are not able to escalate cases to our Support Teams through this platform, but you can reach out to them directly here and choose the chat or email option. We will be able to direct you to the Square Online Store Support Team from there.

Thank you for your patience and understanding. 

[AdamB]

Hi @artizansty. Just to provide a bit more context on what @_Violet said and so you have a better idea what might be happening, when an existing site has an SSL issue out of the blue it usually means one of a couple things:

1. During the brief few minutes that we are trying to auto-renew the SSL certificate, we had some kind of trouble validating the DNS records of the domain. Little hiccups like this aren't that unusual on the internet, it just happens to take just long enough that it times out. In those cases, our support team can quickly retry the certificate and fix it. You may also be able to do this yourself by un-publishing your site, then publishing again.

2. Something becomes stuck or hung during the renewal process. I don't know the specific technical reasons why this happens, but for all intents and purposes we treat it like a bug and file a ticket for our engineers to resolve it.

I retried your certificate a few times but it seems like it's the second case, unfortunately. You can try un-publishing and publishing in the meantime to see if that works better, but I definitely recommend contacting our support team in the meantime. Sorry for the trouble and downtime - usually these can be resolved fairly quickly once they are escalated.