Troubleshooting & FAQ
Quick fixes for the most common issues. Find your problem below, then follow the link for the full details.
Account & login
My account is locked
After 5 failed login attempts, your account is temporarily locked. You'll get an email with an "Unlock my account" button to unlock it immediately, or you can wait 2 minutes for it to unlock automatically with no action from you — whichever comes first.
If you can't log in at all even after waiting 2 minutes, your account may be set to inactive by an admin. Contact your organization owner.
See Password help and Logging in.
I didn't get a confirmation email
Email confirmation is required before you can log in. Check your spam folder; the confirmation link stays valid for about 3 days. If it didn't arrive or has expired, request a new one from the login page.
I didn't get the password-reset / unlock email
Check your Spam folder. Password-reset links expire in about 6 hours, so request a new one if it's delayed. The account unlock happens automatically after 2 minutes regardless of whether the email arrives. See Password help.
Short links
My custom back-half is taken
Back-halves are unique per domain, so if the one you picked is taken, choose a different one. See Create a normal link and the Glossary.
My short link isn't redirecting
It may be expired, paused, or archived. Expired links redirect visitors to advantage.sa. To restore it, edit the link's expiry date. See Managing links.
Subscription & plans
A feature says it needs an upgrade
Some features such as UTM and Channels and various quotas require a plan that enables them. Also, an expired subscription becomes read-only until you renew it. See Subscription & billing.
Not sure about terms like UTM, back-half, or fallback? See the Glossary.