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Understanding SSL and Domain Security Messages on Your WSM Website

If your customers are seeing "Not Secure" warnings, SSL certificate errors, or you need to verify your domain with a third-party service, this guide explains what's happening and what to do next.

What Is SSL and Why It Matters

SSL (Secure Sockets Layer) is the technology that keeps the connection between your website and your customers encrypted and secure. When SSL is working correctly, browsers display your site over https:// without warnings. When something is misconfigured, customers may see messages such as:

    • "This site is not secure"
    • "Your connection is not private"
    • "The security certificate is not from [your domain]"

These warnings can discourage customers from browsing or checking out, so they should be addressed promptly.Common Situations and What to Do

1. Customers See a "Not Secure" or Certificate Warning

If shoppers report that your site shows as "not secure" or that the certificate appears to belong to a different domain, please contact the WSM Support Team with:

    • The exact web address (URL) where the problem appears
    • A screenshot of the error message
    • Whether the issue happens on all devices or only some
Before reporting, please check whether the issue is specific to one computer or browser. In some cases, these warnings are caused by a local browser problem rather than the website itself. Try these quick steps:
    • Open the site on a different device (for example, your phone) and a different browser (such as Edge or Safari).
    • If the site loads securely elsewhere, the issue is likely local to that computer or browser.
    • On the affected browser, clear the cache and cookies, then reload the site.

If the warning still appears across multiple devices and browsers, contact WSM Support so our team can investigate the certificate configuration.

2. You Recently Changed Your DNS or Nameservers

If you or another provider recently moved your domain's DNS or nameservers, this can affect how SSL certificates are issued and validated for your site.

Important: Changing DNS settings, nameservers, or pointing your domain to another provider can interrupt SSL certificate deployment. If you are planning a DNS change, please coordinate with the WSM Support Team in advance so certificate and domain settings can be kept in sync and downtime avoided.

If you've already made a change and are now seeing certificate errors, contact Support and include the details of what was changed and when.

3. Adding a Domain Verification Tag (e.g., Google Site Verification)

Some services ask you to add a verification tag to your website's code header to confirm you own the domain.

If you'd prefer not to place the code yourself, please contact the WSM Support Team and include the full code snippet you were provided, and our team can handle placing it correctly in your site's header.

Alternatively, you may be able to add the verification tag yourself through your site's admin area, where header code can be edited. If you'd like to go this route, contact WSM Support and we can confirm the exact steps for your site so the code is placed correctly.

4. Third-Party Payment or Service Certificate Changes

If a service you use (such as a payment gateway) announces that it is updating its SSL/TLS certificates, you may wonder whether you need to take action on your WSM site.

If you receive a notice like this, forward the details—including any reference link from the provider—to WSM Support. We can confirm whether the change affects your WSM website and whether any action is needed.

5. Security or Vulnerability Reports

If a security scan, cyber insurance provider, or other tool flags a potential vulnerability on your domain, contact WSM Support and attach the report or explanation you received. Our team can review the findings and advise on next steps.

How to Contact Support

When reaching out about a domain or SSL issue, please include:

    • Your domain name (e.g., www.yourstore.com)
    • The exact wording of any error message
    • A screenshot, if possible
    • The date and details of any recent DNS or domain changes
    • Any related notice or report from a third party

Providing these details up front helps our team resolve your issue faster.

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Note: One of the support records reviewed for this article contained a report of someone signing up for a newsletter using a spoofed email address made to look like it came from the store's organization. If you notice suspicious sign-ups impersonating your business, report them to WSM Support with the relevant details.