Metorik Docs
Store Connection Errors

We couldn't open a secure connection to your store

What this error means

Metorik connects to your store over HTTPS and checks that your SSL certificate is valid, trusted and issued for the exact address you entered. If any of that fails, Metorik shows We couldn't open a secure connection to your store and stops to keep your data safe. This check can't be turned off.

Your site might still look fine in your browser, because browsers quietly fill in some missing pieces and Metorik doesn't. A test tool shows what's really happening.

Test your certificate

  1. Go to the free SSL Labs Server Test.

  2. Enter your store's address (for example example.com) in the Hostname box, without https://.

  3. Tick Do not show the results on the boards to keep the result private.

  4. Wait a minute or two, then look for these warnings:

What SSL Labs shows

Which fix to follow

MISMATCH next to Alternative names, or grade M

The certificate doesn't match your domain

This server's certificate chain is incomplete, or Chain issues: Incomplete

Incomplete certificate chain

EXPIRED next to Valid until

Expired certificate

NOT TRUSTED or grade T

Any of the above, or see Other causes

A grade of B with no warnings above is fine for Metorik. For a second opinion, try SSL Shopper's SSL Checker.

Fix: the certificate doesn't match your domain

A certificate only works for the addresses listed on it, and example.com and www.example.com count as different addresses. On shared hosting, a domain without SSL set up can also get the host's default certificate.

  1. Open your store in a browser and note the exact address it lands on, with or without www.

  2. In your SSL Labs report, check the Alternative names row to see which addresses the certificate covers.

  3. If the address your site lands on is listed, enter that exact address in Metorik.

  4. If it isn't listed, reissue the certificate so it covers both example.com and www.example.com.

Most hosts can do this for free:

  • cPanel: go to Security → SSL/TLS Status, select your domains, then click Run AutoSSL.

  • Plesk: go to Websites & Domains → SSL/TLS Certificates, and when installing a free certificate tick Include a "www" subdomain for the domain and each selected alias.

  • Cloudways: go to Application Management → SSL Certificate → Let's Encrypt, and add the www address as an extra domain.

  • Other hosts: ask them to reissue it for both addresses.

Fix: incomplete certificate chain

Your server has to send an "intermediate" certificate along with your own, linking it to a trusted authority. Browsers often fetch a missing one themselves, but Metorik doesn't.

If you use your host's free certificate, reinstalling it from your host's SSL tool usually fixes this. If you bought one, download the "CA bundle" (or intermediate file) from your certificate provider and install it:

  • cPanel: go to Security → SSL/TLS → Manage SSL sites, paste the bundle into Certificate Authority Bundle (CABUNDLE), then click Install Certificate.

  • SiteGround: go to Site Tools → Security → SSL Manager → Import, and paste the bundle into Certificate Authority Bundle (CABUNDLE).

  • Hostinger: go to Websites → Dashboard → Security → SSL, and paste the bundle into CA bundle.

  • WP Engine: go to Sites → your environment → SSL → Add certificate, and upload the intermediate certificates with your certificate.

  • Your own server (Certbot): point your web server at fullchain.pem, not cert.pem.

Using Let's Encrypt? Since 2026 its certificates have an extra link in the chain, so install the full chain as issued rather than reusing an old bundle.

Fix: expired certificate

  1. Check the Valid until row in your SSL Labs report.

  2. Renew the certificate from your host's SSL tool (for example Run AutoSSL in cPanel, or Renew SSL in MyKinsta).

  3. Ask your host why automatic renewal failed, such as a firewall blocking the renewal check.

  4. On your own server, run certbot renew --dry-run to test renewal.

Let's Encrypt stopped sending expiry reminder emails in June 2025, so consider a monitoring tool.

If you use Cloudflare

When Cloudflare's proxy is on, Metorik sees Cloudflare's certificate rather than your server's.

  1. In Cloudflare, go to SSL/TLS → Edge Certificates and check that your certificate shows as Active.

  2. In your DNS settings, check that the record for your store's address is Proxied, not DNS only.

  3. On the SSL/TLS overview page, set the encryption mode to Full (strict) and make sure your server has a valid certificate.

With DNS only, Metorik talks to your server directly, and a Cloudflare Origin CA certificate won't be trusted. Avoid Flexible mode, as it can cause redirect loops.

Other causes

  • Old security settings: your server must support TLS 1.2 or newer. Ask your host to enable it.

  • Staging or development sites: self-signed certificates aren't supported. Connect your live store instead.

Verify it worked

  1. Click Clear cache at the top of your SSL Labs report to test again, and check the warnings are gone.

  2. In Metorik, click Retry, enter your store address again (the corrected one, if it changed) and approve the connection.

Still stuck?

Click Get help on the error screen to chat with us, and send your SSL Labs report link and the address you entered.

Further reading

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