Troubleshooting Broken Links, Broken Redirects, or Down Links
First off, odds are this is either a user error or a domain registration error. Rebrandly has nearly 100% up-time, and has actually never gone down since first becoming operational in November 2015.
If you feel this is an emergency, you can always submit a ticket or contact support from your Rebrandly dashboard. While we do not have quite 24/7 coverage, we will get back to you ASAP.
Please note: If you just purchased a domain, it takes up to 24 hours for it to begin working. You will receive a confirmation email when the domain is ready.
To begin troubleshooting on your own, let's discuss some of the most common problems:
Note: Make sure your link is active- if you've deleted the link then the redirect will cease to work and you will lose all of the click stats associated with the branded link.
1. Your destination URL is broken.
To test this, simply go into your link, clicking the ellipses:
and then the edit pencil:
Copy and paste the destination URL into a new browser window and hit enter:
If the link did not work, that is your problem. Find the correct destination URL and replace the existing one.
If the link worked, continue troubleshooting.
2. The short link URL was mistyped.
If it wasn't the destination URL, maybe you were testing the wrong short link. To verify this, simply click the copy to clipboard button for the link in question:
Paste (ctrl+v) this link into a new browser and hit enter. If the link directs you to the correct destination, then you've accidentally shared a bad link or made a typo when sharing.
If you got an error page, please continue trouble shooting.
3. You registered your domain through Rebrandly but never verified your email address with OpenSRS.
Note: OpenSRS is the domain registrar Rebrandly uses to register your domains.
If you bought a domain through Rebrandly, you should have received some verification emails. It is required by ICANN international law that you verify your email in order to own and operate a domain.
You must find the email from "OpenSRS" that should have "WHOIS privacy validation" in the subject title.
If you fail to respond to these emails (there should be 5 in total from OpenSRS) within 15 days, your domain will be suspended until verification.
If you believe this has happened to you, first, check your email for a verification email. Don't forget to check your SPAM folder. If you do not find one, please email firstname.lastname@example.org and we will help you through the rest of the process to re-activate your domain.
4. You (or someone with access to your domain account) have accidentally changed your DNS settings or lost control of your connect domain.
If you have NOT registered your domain with Rebrandly, but instead connected it using another party, such as GoDaddy, Name.com, XYZ, etc., then there is a chance someone has changed your DNS settings, or that you have lost control of your domain with them (possibly through not renewing a payment or some other reason).
A quick way to check if this is the case is to go to your domains tab and look for a "green" (working) or "red" (broken) light for your domain:
If none of these are the case, then I would recommend sending an email to email@example.com, or submitting a ticket with support, in order to have us dive into the account and sort out the issue.
This article is about:
- Troubleshooting short URLs broken links
- Why is this short branded URL not working?
- Why is my domain not working?
- Help, my links are down.
- Is Rebrandly Reliable?
- I Just Bought a Domain, But it Isn't Working
- How to Connect a Domain I Already Own
- Where Can I Go To Configure My DNS?
- Where Can I Verify My WhoIS Data?