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Referral Link PageFAQ3 min readUpdated 2026-03-12

FAQ: Why isn't my referral link working?

Q: 1. Your account has exceeded its user limit

This is the single most common cause of referral links suddenly stopping. When your account goes over the user limit included in your plan, all referral links across all campaigns stop working until you are back under the limit. To check: click your name in the bottom-left corner of the dashboard and select Billing . This will show your current user count and your plan's included limit. If you are over the limit, you have two options: Links resume working immediately once you are back within your plan's limit — no waiting period.

Q: 2. The campaign is not active

Referral links only work when the campaign they belong to is active. If a campaign has been paused, deactivated, or is still in draft, its links will return a 404 error. To check: go to your dashboard and click the campaign selector in the top-left corner (where your business name appears). Each campaign has a coloured status dot next to it — green means Launched, yellow means Paused, and dark means Draft. If the campaign is paused or in draft, hover over the campaign name and select Launched to reactivate it, then try the link again.

Q: 3. Custom domain DNS is misconfigured

If you are using a custom domain for your referral links (e.g. referral.yourbrand.com instead of the default Referral Factory URL), DNS issues are a common cause of broken links. Check each of the following:

Q: 4. The link in your email template is wrong

If referred leads are reporting 404 errors after clicking a link in an email, the button URL inside your email template may be pointing to the wrong campaign or an invalid URL. To check: go to Emails → Always On Emails , open the relevant template, click the button element in the editor, and verify the URL is correct. If the URL points to a different campaign or contains a typo, update it and save.

Q: 5. Browser cache issue

Occasionally, a stale browser cache can cause a referral link to render incorrectly. This is more likely if the link was working previously and stopped suddenly for one person but works for others. Ask the affected person to try opening the link in an incognito or private browsing window . If the link works in incognito but not in a regular window, clearing the browser cache will fix it.