Website is not secure and not allowing customer purchases

[Geordie_lass]

Morning!

On 18th February 2022, I paid for a Personal Site Plan with Square, to change my website name to a personal domain  - www.littlehavenart.co.uk . There were issues with the DNS, so I emailed a member of your support team who tried to help me with it.

Long story short, as of Wednesday 2nd March, he informed me that "Everything now appears to be in good order," and to leave "a 24–48 hour DNS propagation period" before my website will appear live under the new domain name.

Since that propagation period ended on 4th March, I still keep getting the message that my website is 'not secure', as well as 'This store is not yet accepting payments' and 'We’re not taking orders just yet. Check back soon'.

I have followed the advice to unpublish and republish the site, to clear my caches and browsing history but my site still shows as 'not secure' and not accepting payments.

I have also tried to contact email support but I have had no reply from them at all.

Unfortunately, this means that my customers have been unable to access and purchase items from my website for nineteen days now, which is not an ideal situation to be in!

I really appreciate any advice to get this issue resolved soon.

Thank you!

[thetechguy]

same with me any help would be good as at the wall now and no where to go

[Ria]

Hi @thetechguy - Thanks for stopping by! 

Looks like you're having some trouble as well.

What is your domain, i'm happy to take a look at your sites functionality. 

[Ria]

Hi @Geordie_lass - Welcome to The Seller Community, it's always nice to see a new face 😊

To ensure that your site is functioning properly, please ensure that your domain is pointing properly to your Square site.

We recommend checking with your domain host to make sure that this is functioning properly so that your site is up and running right away. 

When using a Square Online store, it is important that your DNS records are accurate or your site will not come up or it will come up unsecure.

The correct A records for a Square Online site should reflect the IP Address 199.34.228.164.

As always, feel free to stop by The Community with question, concerns and even feature requests. We are more than happy to assist. ✨

[Geordie_lass]

Hi Ria,

Thank you for getting back to me.

Can I just check the IP address with you again, as the support guy who emailed me confirmed that the A Records for the IP Address for Square is 199.34.228.164 and not the one you suggest? Thank you. I even sent him a screenshot of it to confirm. 

If you are showing me the correct IP Address, then that's where we've been going wrong these past fourteen days!

Thank you!

[Ria]

Hey again @Geordie_lass - looks like there was a bit of a typo in the IP Address that I initially sent, the correct address for the A records is the one that you sent. Do you mind uploading the A records as they reflect with your Domain host. Form what I was able to see from who.is, there is no DNS records at all for your domain.

Looking forward to your response. 

[Geordie_lass]

Hi Ria,

Thank you for looking into that for me. I have taken a screenshot from my account with my domain host so that you can see exactly what I have recorded:

I will also get back in touch with my Domain Host again to see if they can suggest why there is no DNS record for my domain.

I hope we can get to the bottom of this soon!

[Geordie_lass · Accepted solution]

Hi Ria,

While I wait for your reply, I have looked into what might be stopping the DNS from working. I have found out that the IP Address 199.34.228.164 is blacklisted by the site dnsbl.spfbl.net . 

I have since discovered that this could be because the contact details for the Domain Host and the Website do not match. I have checked with my Domain Host and all is correct. However on Square, it insists on a street name, which does not exist for my business address. It also sends up a message saying 'unable to verify address'. I have since adjusted the address, along with my Domain Host address so that they both match. The only thing is that on Square, it still says 'unable to verify address'.

Could this be the issue do you think? If so, how would I go about getting my address verified with Square?

Thank you!

[Ria]

Awesome @thetechguy, glad this worked out for you 👍✨

[thetechguy]

I found out what was the problem was for my site it was that my host had cloud flare set up on my host and a CNAME record for them which I was not using my host UK2.net took this off for me and it worked ( when I set the domain up it was set up for WordPress hosting which i cancelled and moved to square online so have a look to see if you are using Cloud Flare https://www.cloudflare.com/en-gb/) so  it was Cloudflare that was not working hope this helps

[Geordie_lass]

Hi TheTechGuy,

Thanks for that advice!

I'm glad you got it all sorted. Hopefully we'll get mine resolved soon as well.

[tranguyen]

Hey @Geordie_lass, I just want to jump in here — it looks like the site http://www.littlehavenart.co.uk/ is loading on my end now! Can you let me know if it's working for you now as well? 

[Geordie_lass]

Hi Tra,

Yes, I've just checked it a few moments ago and my website is working properly now. Relief all round!!

So the issue appears to have been that the contact details didn't match because Square was insisting on a street address that doesn't exist for me, while my Domain Host was allowing my proper postal address to appear, without a street address.

If anyone else comes across this, I suggest they do what I did and find out if their IP Address for Square is blacklisted at all, then check that the contact address they have for Square matches exactly with the contact address they have with their Domain Host.

Talk about going round the houses to find out though! 🙂

Thank you for confirming that you are seeing the same fully working website at your end!