Troubleshooting
Symptoms, likely causes, and fixes for the problems people actually hit.
Reviewed 24 Oct 2026
Start here
Two questions resolve most reports before you read any further. Are you in the right workspace? Check the switcher at the top of the sidebar. And are you testing in a private browser window, so you are seeing what a stranger sees rather than something cached or something only visible to you while logged in?
A link is not working
| Symptom | Likely cause | Fix |
|---|---|---|
| The link shows an error page instead of redirecting | The link is paused, expired, past a click cap, or not yet at its go-live time. | Open the link and check its state and its Advanced options. |
| Goes to the old destination | Your browser cached the destination page, not the redirect. | Try a private window. If it is correct there, it is your cache. |
| Goes nowhere / DNS error | On a custom domain that is not live, or whose DNS changed. | Check the domain shows as Live on the Domains page. |
| Certificate warning | The certificate is still being issued (a few minutes after DNS verifies), or a CAA record blocks it. | Open the domain on the Domains page. While it reads "DNS confirmed · issuing the certificate", wait or use Check again. If it reads "Certificate never issued", allow Let's Encrypt in your CAA records (see Custom domains), then use Retry verification. If it persists, contact support. |
| Asks for a password unexpectedly | The link is password-protected. | Use the Remove password action on the link, then save. Clearing the field does not work: a blank field is read as "leave the current password unchanged", so the save succeeds and the link stays protected. |
| Different people land in different places | The link has routing rules. | Open Links, click the row to open the link's detail panel, and choose its Routing tab. The rules listed there run before the destination. |
I cannot create something
| Symptom | Likely cause | Fix |
|---|---|---|
| New link offers Upgrade instead | You have used this month's link allowance. | Wait for the reset or upgrade. Deleting links does not return quota. |
| "Slug already exists" | That slug is taken on that domain. | Choose another, or use a different domain. |
| Destination refused | It failed safety screening, or is not a valid http/https URL. | Check the address, and check the destination site has not been flagged. |
| The add-domain form is missing | Your plan grants no more domains. | Remove one, or upgrade. |
| The invite form is missing | No free seats, or your plan does not include invitations. | Cancel a pending invite, remove a member, or upgrade. |
| Advanced options are unavailable | Link protection needs a paid plan. | Upgrade to Starter or above. |
My numbers look wrong
| Symptom | Likely cause | Fix |
|---|---|---|
| A click I just made is missing | The redirect records the click straight away, but the roll-up these figures read from runs hourly. | Wait up to an hour, then refresh. |
| My test clicks do not appear | Requests from scripts and command-line tools look automated and are excluded. | Test from a real browser. |
| Fewer clicks than my server logs | Automated traffic is excluded here. | Expected. The lower number is the more honest one. |
| The chart is shorter than my range | The range exceeded your plan's retention window. | The page says so above the chart. Export sooner in future. |
| No referrer or browser data | Those need Pro or above; and many clicks legitimately have no referrer. | Upgrade, or accept the gap. |
| Campaigns is empty | Your links carry no UTM tags. | Tag them, ideally from a saved preset. |
Access and workspace problems
| Symptom | Likely cause | Fix |
|---|---|---|
| My links have disappeared | You are in a different workspace. | Switch workspaces from the top of the sidebar. |
| A teammate sees nothing | They are in their own personal workspace. | Have them switch to yours. |
| I cannot edit anything | You have the Viewer role. | Ask an owner or admin to change it. |
| I cannot see billing | You are not the workspace payer. | Ask the payer, or transfer ownership. |
| A feature I paid for is missing | You are in a workspace whose payer is on a lower plan. | Features follow the workspace, not the person. Check which one you are in. |
Developer problems
| Symptom | Likely cause | Fix |
|---|---|---|
| API returns unauthorised | Bad header, or a revoked key. | Send exactly "Authorization: Bearer <key>". Keys are only shown once. If you lost it, revoke and recreate. |
| API returns forbidden | The key lacks that scope. | Scopes are fixed at creation. Create a new key with the right ones. |
| API is rate-limited | Over your workspace's hourly allowance, which every key shares. | Back off and retry with increasing delays. |
| Webhook signature does not verify | You signed a re-serialised body. | Sign the raw bytes exactly as received, before any JSON parsing. |
| Duplicate webhook events | Delivery is at-least-once and retries. | Make your handler idempotent. |
| Webhook deliveries all fail | Your endpoint is unreachable, not https, or too slow. | Return 2xx immediately and do the work afterwards. |
When to contact support
If none of the above fits, get in touch using Send feedback in the account menu (your name at the bottom of the sidebar, or under More on a phone), or ⌘K then "Send feedback". Either opens the form without losing your place, and it captures your browser and any recent errors automatically. Include the short link or slug, what you expected, what happened instead, when it started, and whether it happens in a private window. That set of five answers usually turns a long exchange into a single reply.