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Desperate and Losing Business Due to Antivirus Software Mis-Labeling My Website

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My site boldaugust.com is being flagged as spam and malicious to dozens - maybe hundreds - of folks. It does not happen to me and it cannot be checked by me. 

This has been happening since OCTOBER. First, I had my domain with Google domains. Then moved to Squarespace hoping it would resolve. Then moved to Hover. Hover's customer support is responsive and has checked everything top to bottom, and they're saying it's an issue with my Squarespace site.

Squarespace support, when they can see there's an issue, points to Hover. Hover points to Squarespace. There's a lot of finger pointing going on. My site is still showing up malicious. PLEASE HELP I AM DESPERATE. I'm losing business. I'm a web designer, this is my whole livelihood, and I have no idea what to do, and it's embarrassing that I can't fix it in the first place. I'm usually so tech savvy.

Squarespace Support has told me to advise each individual person with an error to clear their cache or report it...which is insane. It's happening to like 20% of my viewers, I have no idea how many. Clearly, something on my website is triggering antivirus software or SOMETHING and it's a huge pain. 

Here's a list of things I've done + a loose timeline:

  • First, I rebranded in August. I went from letsgo.studio to boldaugust.com - but I didn't get any issues then.
  • In October, my mom noticed it first, and said my site was being flagged. Okay, mom.....uh-huh. She clears cache. Nothing.
  • Multiple folks across my socials start DMing me that "my site is down." Uhhhh. Maybe it's not just my mom.
  • I check DNS. Force SSL. Ask SQS to refresh SSL. Go to Squarespace support. They can't replicate it, so clearly there's nothing wrong.
  • Tons of people continue telling me that they can't access my site and I am embarrassed. 
  • Holidays hit, I'm too tired, but I decide to move my domain from Google Domains to Squarespace to get ahead of that whole mess, and hey, maybe that's it? Nothing changes.
  • Now I try all sorts of reaching out. I have contacted McAffe, Norton, AT&T, Xfinity, and any single business I could think of to request that my site be refreshed and taken off of their flagged lists. I only get a response from Norton that they fixed it? 
  • I post in a trusted web designers group. I'd say 25% of them still can't see my website? None of them know what's going on. 
  • I move to Hover. Wait a week or so. Contact Hover support. They're like "Everything looks perfect on our end...but something is wrong. Go talk to Squarespace."
  • I FINALLY find a SQS support person who sees the issue. I feel seen. But they email me that they can't fix it, and direct me to the same support article that everyone else has given me.

Guys, something is wrong. I need help. I'd pay anything if anyone knew how to fix it. Squarespace support is doing nothing but telling me to tell users to, what? Clear their cache? That's not the issue. 

I'll try anything at all. Hopeful someone here can find the answer.

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There's a lot of finger pointing going on.

I don't have a solution but some observations. Likely this is not a domain hosting or website hosting provider issue.

Moving your domain from registrar to registrar does nothing as that is not where the problem most likely is.

As soon as you mention another party is involved naturally each one will say it's the other fault. Customer supports job is to get you to go away as quickly as possible so as not to spend money on your support. If everything was on Squarespace, then what would Squarespace say?

I suspect this is not a hosting issue but a blacklist issue which you touched on. Your domain has gotten on a blacklist. Please see the following.

Let us know how it goes.

Find my contributions useful? Please like, upvote, mark my answer as the best ( solution ), and see my profile. Thanks for your support! I am a Squarespace ( and other technological things ) consultant open for new projects.

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10 hours ago, creedon said:

I suspect this is not a hosting issue but a blacklist issue which you touched on. Your domain has gotten on a blacklist. Please see the following.

So....what do I do..........i've reached out to all the ISPs and nothing. Only one response.

That thread you linked to is EXACTLY what I'm going through but no one has answers in that thread either. You mention going to Spectrum and asking to get unblocked - okay, I've done that and McAffee and Norton. I can't keep just emailing and emailing.

If someone put me on a blacklist, okay, I need to know how to solve that and clear it. This can't seriously be a thing that just happens to people?

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Hi Olivia

I don't have any additional advice for removing warnings from some ISPs and filtering products. It can be a slow and laborious process and I'm sorry you are experiencing this. If only website filtering was regulated!

However, I hope it is reassuring to know that your site is not blocked or marked as blacklisted on any of the trusted sites that I checked (screenshots below). I can also search and view your website without difficulty.

image.thumb.png.b5388782713890f3f1d0bf5bc2a2453f.png

 

image.thumb.png.bfd4775ffffea24f256acd4831fb267b.png

 

image.thumb.png.0a0cc425c148b1c324c356a205872e0e.png

 

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About me: I'm Paul, a SQSP user for over 18 yrs and a Circle Leader since 2017. I value honesty, transparency, diversity and good design ♥.
Work: Founder of SF.DIGITAL, providing high quality original extensions to supercharge your Squarespace website. 
Content: Views and opinions are my own. Links in my posts may refer to my own SF.DIGITAL products or may be affiliate links.
Forum advice is completely free. You can thank me by selecting a feedback emoji below. Buying a coffee is optional.

Book paid help with domains: Connect a GoDaddy domain. Connect a Squarespace Domain. Domain assistance

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Thanks @paul2009 for checking - I just checked back in with a few of my pals and they still can't see it. They're getting "site not secure" or "site doesn't exist" or getting blocked.

It's still happening and I have no way of fixing it.........so I'm just going to keep losing business to who knows who. There seem to be many other threads talking about this issue with no resolution.

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@paul2009 welp...just like that, it's magically fixed. after this thread today, everyone who couldn't see it before can now see it and it DOES look clear.

Looks like somehow, someway, my site was flagged as malicious and the constant emailing and attention finally untangled it. I'm still lost as to how a site can be flagged like that and the steps to take it down, but now I know how to help others in the future: contact every single ISP and antivirus software and beg. That's the only thing i can see that worked!

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I'm still lost as to how a site can be flagged like that and the steps to take it down

I vaguely touched on this in the posts of the thread to which I pointed. Getting on and off blacklists is  amorphous.

Find my contributions useful? Please like, upvote, mark my answer as the best ( solution ), and see my profile. Thanks for your support! I am a Squarespace ( and other technological things ) consultant open for new projects.

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  • 2 weeks later...

Hi all,

Three days ago we launched wearemama.org. The Squarespace site wearemama.squarespace.com works fine everywhere but certain browsers and certain ISPs have flagged it as insecure or a phishing site. Our SSL certificate is approved and live. It's very random when this problem appears and it only appears about 10% of the cases.  Some have said wait 72 hours but we're just about at that timing and it's still happening. I've checked for mixed content on the site but there doesn't seem to be any.

 

Any thoughts?
Thanks!

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