A short link that does not redirect almost always comes down to one of three things: the URL being tried is not quite the one the app issued, the link was deleted, or the destination itself is broken. Work through these in order and you will normally find it in the first two checks.
Check the URL you are actually using
This catches most reports. Do not retype a short URL — copy it from the app and compare.
Open the link in the app and use the Copy button next to Shortened URL, or the Copy button in that link’s row in the table
Compare it character for character with the URL that is failing. A dropped dash or a wrong letter in the key is indistinguishable from a link that does not exist.
Check the domain - Short links use whichever domain is primary in your store. If you have changed your primary domain since creating the link, an older short URL may be on a domain the store no longer answers on.
Watch for older links - Links created before 29 July 2024 use the longer
yourstore.com/a/s/keyform. The app always shows the right form for each link, which is why copying beats typing.
Check the link still exists
Open the app and search for the link by name or destination.
If it is not there, it was deleted. Deletion is immediate and permanent: the short URL stops resolving and visitors get a “not found” response. The only fix is to create a new link, and you can reuse the same short key on a paid plan since deleting released it.
If it is there, note its status badge. Expired means the campaign end date has passed, which is worth knowing but is not itself the reason a redirect would fail — expiry marks the link as finished in the app rather than switching the redirect off.
Check the destination
The app sends visitors on to whatever destination you gave it, so a broken destination looks like a broken short link.
Open the link in the app and copy the Original URL
Paste it straight into a browser
Confirm the page actually loads
Things to look for:
A typo in the address
A page that has moved or been deleted since you created the link, including a product or collection that was unpublished
A password-protected or geo-restricted page that works for you but not for your visitor
A missing
https://— a destination has to be a full web address
The destination cannot be edited after a link is created, so the fix here is a new link pointing at the corrected address.
Rule out your own browser
Before assuming the app is at fault, confirm the problem is not local to you:
Try a private or incognito window - This sidesteps cached redirects, which is the single most common cause of “it works for everyone but me”
Try a different device or network - Your phone on mobile data is the quickest test
Clear your browser cache if the link previously pointed somewhere else and your browser remembers the old target
Rule out recent domain changes
If you have touched domains recently:
Check the primary domain - Shopify Admin > Settings > Domains, and confirm the one you expect is marked Primary and shows as connected
Allow time for DNS - A newly connected domain can take up to 48 hours to settle, and links may work intermittently in the meantime
Give SSL a day - Certificates are issued automatically by Shopify; if you see a certificate warning on a new domain, wait and retest before reporting it
Confirm the app is still installed
Short links are served by your store handing the request to this app, so an uninstalled app means dead links.
Go to Shopify Admin > Apps
Confirm Short Links is listed
If it is missing, reinstall it from the App Store — your links and their click history are still there
Quick checklist
Copied the short URL from the app rather than typing it
The link still exists in the app
The destination URL loads on its own in a browser
Tested in a private window
Tested on another device or network
No recent domain, DNS or SSL changes
The app is still installed on the store
Next Steps
Learn about Link Expiration
Review How Short Links Work
Check Managing Links for organization tips