Troubleshooting

If something is wrong, start with three checks:

1. confirm the exact host
2. confirm the exact slug
3. confirm the link state or policy that should apply

Because Nimriz is domain-bound, a correct slug on the wrong host still behaves like a missing link.

Redirect goes to a fallback page

Check these first:

• the request host exactly matches the configured domain
• the slug exists on that host
• the link is not expired
• the link is not disabled
• the domain is still active and usable

If only one campaign link is affected, this is usually a link-level issue. If every link on the same host is affected, look at the domain status first.

A routing rule sends traffic to the wrong destination

Check these first:

• the rule order in the create flow or on the link detail page
• whether an earlier enabled rule already matches the same traffic
• whether a catch-all rule with no conditions is shadowing later rules
• whether the domain is eligible for a deep-link action on that rule

Use routing preview in the create flow or on the link detail page with the same country, device OS, device type, and UTC time you are testing. That usually confirms whether the issue is rule order, a condition mismatch, or a deep-link fallback.

If you are using the create flow, also confirm you are editing the correct routing capability tab: Geo & Device Targeting, Deep links, or A/B Testing.

You cannot create a link

Common causes:

• the destination URL is blocked by policy
• the selected domain is not available to your workspace
• your custom slug is reserved or too short
• the selected expiration is invalid for that domain or plan
• you hit a quota or rate limit

If the error message includes a code, keep it. It helps support narrow the cause faster.

Your custom slug is unavailable

The slug may already be taken, reserved, too short for that domain, or temporarily tombstoned after cleanup. Try a slightly longer or more specific variation instead of repeating the same short word.

Your custom domain will not verify

Go to DNS verification and confirm the host, record type, and latest value. Most verification issues come from publishing a correct record on the wrong hostname.

A password-protected link keeps showing the password prompt

Check these first:

• you are entering the correct password
• the link password was not changed recently
• your browser is allowing the unlock cookie
• you are opening the exact same protected link, not another link on the same domain

For more detail, see Password-protected links.

Analytics look missing or delayed

Allow for short reporting lag first. If the link is redirecting normally but analytics are still missing later, check Analytics definitions.

You are stuck on the two-factor challenge

Check these first:

• the device clock is correct
• you are reading the current code from the same authenticator app you enrolled
• the recovery code has not already been used

If you still cannot get through, see Two-factor authentication.

What to collect before you contact support

• the exact short link you tested
• the destination URL you expected
• the workspace and domain involved
• the time of the last failing test
• screenshots of the UI state or error
• any visible error code
• whether routing rules or deep links are enabled for that workspace yet
• the routing preview inputs and result, if routing rules are involved
• when available, the preview/result identifiers: decision_id, decision_kind, experiment_key, experiment_run_key, and variant_key