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Links Not Working

Fix issues with short links not redirecting

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/key form. The app always shows the right form for each link, which is why copying beats typing.

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.

  1. Open the link in the app and copy the Original URL
  2. Paste it straight into a browser
  3. 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  • A page that has moved or been deleted since you created the link, including a product or collection that was unpublished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.

  1. Go to Shopify Admin > Apps
  2. Confirm Short Links is listed
  3. If it is missing, reinstall it from the App Store

Reinstalling within 48 hours restores everything — your short links, their click history and your settings are all intact.

After that, they are gone. Shopify sends us a data redaction request roughly 48 hours after an uninstall, and we permanently delete the store's short links, click history and language settings when it arrives. A reinstall past that point starts empty, and any short URL you had printed or posted stays dead. If you are troubleshooting an uninstall, reinstall promptly rather than leaving it until later in the week.

Quick checklist

  1. Copied the short URL from the app rather than typing it
  2. The link still exists in the app
  3. The destination URL loads on its own in a browser
  4. Tested in a private window
  5. Tested on another device or network
  6. No recent domain, DNS or SSL changes
  7. The app is still installed on the store

Next Steps