Urgent SSL Problems: Certificate Mismatch Errors and Site Outages

For general SSL topics — such as standard "not secure" warnings, SSL breaking after DNS or nameserver changes, domain verification tags, and third-party certificate updates (like Authorize.net) — please see our companion article, "Understanding SSL and Domain Security Messages on Your WSM Website."

---

What it looks like

Customers try to visit your site and see a message similar to:

> This server could not prove that it is yourdomain.com; its security certificate is from webshopmanager.com. This may be caused by a misconfiguration or an attacker intercepting your connection.

What it means

This message means the wrong SSL certificate is being served for your domain. The browser expected a certificate issued for your domain, but it received a different one instead. Because the certificate doesn't match your domain name, the browser blocks the connection and warns the visitor that the site may be unsafe.

This is a server-side configuration issue, not something caused by your customers' devices. It requires the WSM Support Team to reissue and reattach the correct certificate to your domain — it cannot be fixed from your store admin.

What to do

• Note the exact wording of the error message (a screenshot is ideal).

• Confirm the domain shown in the error (for example, yourdomain.com).

• Contact the WSM Support Team and let them know you're seeing a certificate mismatch error where the certificate is issued for the wrong domain.

Our team will reissue and reattach the correct certificate to your domain to resolve the mismatch.

⚠️ Important: Never instruct customers to click "Proceed (unsafe)" as a workaround. The safe fix is to have the correct certificate reissued.

---

What it looks like

Unlike a simple warning message, this problem can affect whether the site loads at all. You may notice:

• The site loads very slowly

• The site works intermittently — sometimes loading, sometimes failing

• The site goes down entirely and won't load for anyone

Why this is more urgent

A standard "not secure" warning still lets visitors reach your store if they choose to continue. A handshake failure or expired/missing certificate can take your entire site offline, blocking customers and orders completely. Treat this as a high-priority issue.

What to do

• Check whether the issue affects everyone by testing from more than one device and network (for example, a phone on cellular data as well as an office computer).

• If the problem is limited to one browser or computer, try clearing that browser's cache and cookies, or testing in a different browser — occasionally a local browser issue can mimic a site-wide SSL problem.
• If the site is slow, intermittent, or down for multiple devices and networks, contact the WSM Support Team right away. Include:

• • • Your domain
      What you're seeing (slow loading, intermittent failure, or completely down)
      Which devices, browsers, and networks you tested

Our team can investigate the certificate and server configuration and restore proper SSL service.

---

Quick Reference

Symptom | What it usually means | Action 

| "Certificate is from webshopmanager.com" mismatch | Wrong certificate served for your domain | Contact WSM Support to reissue/reattach the correct certificate |

| Site slow, intermittent, or fully down | SSL handshake error or expired/missing certificate | Test across devices, then contact WSM Support urgently |

| "Not secure" warning only on one computer/browser | Possible local browser issue | Clear cache/cookies, try another browser |

---

When to Reach Out

Contact the WSM Support Team promptly if you see a certificate mismatch error, or if your site is loading slowly, failing intermittently, or is completely down due to an SSL problem. These issues are resolved on our side, and the sooner we know, the faster we can restore secure access for your customers.