Links Not Working
If your short links aren’t redirecting visitors to the destination URL, use this guide to diagnose and fix the issue.
Checking Link Status
First, verify the link’s status in your dashboard:
Active Links
Active links should redirect properly. Check that:
The link appears in the “Active” tab
There’s no “Expired” badge
The status indicator is green/active
Expired Links
If the link has an expiration date that has passed:
The link will show “Expired” status
Visitors see “Not Found” instead of redirect
You cannot reactivate expired links
Solution: Create a new link if you need the redirect to work again.
Viewing Link Details
Click on the link in your dashboard to see:
Current status
Expiration date (if set)
Destination URL
Creation date
Verifying Destination URL
The destination URL must be valid and accessible:
Check the URL
Open the link details
Copy the destination URL
Paste it directly in a browser
Verify the page loads correctly
Common URL Issues
Typos - Check for spelling errors
Missing protocol - URL should start with
https://orhttp://Broken link - The destination page might have been moved or deleted
Access restrictions - Page might require login or be geo-restricted
Solution: Edit the link notes to document the issue, then create a new link with the correct URL.
App Proxy Configuration
Short Links relies on Shopify’s app proxy system. Issues here are rare but can occur:
Verifying App Installation
Ensure the app is properly installed:
Go to Shopify Admin > Apps
Confirm Short Links is listed
If missing, reinstall from the App Store
App Proxy Status
The app proxy should be configured automatically. If links aren’t working:
Try uninstalling and reinstalling the app
This refreshes the app proxy configuration
Existing links should continue working after reinstall
Testing the Proxy
Visit a short link directly:
If you see “Not Found” - the link may not exist or be expired
If you see an error page - there may be a proxy configuration issue
If the page hangs - there may be a connectivity issue
Cache Clearing
Browser and CDN caching can sometimes cause issues:
Browser Cache
Clear your browser cache and cookies:
Open browser settings
Clear browsing data
Select cached images and files
Try the link again
Try Incognito/Private Mode
Test the link in a private browsing window:
This bypasses local cache
Helps identify if caching is the issue
Different Device/Network
Test from a different device or network:
Your phone on cellular data
A colleague’s computer
This rules out local network issues
DNS and Domain Issues
If you recently changed domains or DNS settings:
DNS Propagation
After domain changes, DNS can take time to propagate:
May take up to 48 hours
Links might work intermittently during this period
Wait and test again later
Domain Configuration
Ensure your domain is properly set up in Shopify:
Go to Shopify Admin > Settings > Domains
Verify your primary domain is correct
Check domain status shows “Connected”
SSL/HTTPS
All Shopify domains have automatic SSL. If you see certificate errors:
Wait 24 hours for SSL provision
Contact Shopify support if issues persist
Quick Troubleshooting Checklist
☐ Is the link active (not expired)?
☐ Does the destination URL work directly in a browser?
☐ Is the Short Links app installed correctly?
☐ Have you cleared your browser cache?
☐ Does the link work in incognito/private mode?
☐ Does the link work on a different device?
☐ Were there recent domain or DNS changes?
Still Not Working?
If you’ve tried everything above:
Go to Settings > Support in the app
Contact support with:
The short link URL that isn’t working
The expected destination URL
What you see when clicking the link
Steps you’ve already tried
Next Steps
Learn about Link Expiration
Review How Short Links Work
Check Managing Links for organization tips