Securify help for Shopify merchants
What to do when a real customer is blocked
Find the visit, see which rule stopped it, then change that rule or let the customer in.
Step 1: Ask for the Trace ID
A blocked visitor sees a page with 403, your block message and a small Trace ID. Ask the customer for it, or for their IP address.
Step 2: Find the visit
- Open Visitor Logs in Securify.
- Search for the Trace ID or the IP address.
- Click the visit to open Visit details. It tells you why the visit was blocked.
See How to check why a visit was blocked.
Step 3: Fix it for the reason you found
Country. If Location Verification Appeal is on in Settings, the customer can click Verify my location on the block page. Their browser asks for permission. If their verified location is in an allowed country, they are unblocked for their current browsing session. If you sell to that country, remove the block.
VPN. Ask the customer to turn off their VPN and try again. They can also try Verify my location, if the appeal is on. A VPN running on a hosting server can still be blocked after that, as Datacenter.
Advanced bot. If the appeal is on, the customer can try Verify my location. It does not lift every block, so if they are still stopped, add their IP address to the Allow List.
Datacenter. This block has no Verify my location button. Ask the customer to turn off any VPN or use another network, or add their IP address to the Allow List.
IP. Remove the address from your IP Block List.
Email. Remove the rule on the Block Emails page. If a domain or a pattern caught them, add their exact email to the Email Allowlist. See How to block an email or a domain.
Let a trusted customer in for good
Add their IP address to the Allow List on the Block IPs page. An address on the list skips your other rules.
If their address changes, add their email to the Email Allowlist on the Block Emails page. On your storefront, this works only while they are logged in and the email belongs to a Shopify customer.
If it keeps happening
If several real customers are blocked by the same rule, the rule is too broad. See When to block a country or When to block VPN users.
Still stuck? Open the chat bubble in the Securify app or email dev@otp.plus.