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Link not found: fix a review link

Link not found means Trustaroo received a review link it cannot match to a location. The customer sees a short message asking them to check the QR code or contact the business. This page walks you through finding the cause in a few minutes.

What the customer sees

The page reads "Link not found" with the line "We couldn't find this review link. Please check the QR code or contact the business for a new link." Nothing is broken on your account and nothing you collected is lost.

The two causes​

Each location has a short link with a short random code at the end. Codes are case sensitive and every character counts. A link that was retyped by hand, wrapped across two lines in an email, cut off in a chat message or shortened by another tool can lose a character and stop matching.

Always copy the link with Copy link in the locations list, or share the QR code, rather than typing it out.

2. The code points somewhere else entirely​

Old material from another supplier, a code someone printed from a screenshot of a different page, or a code that was overprinted with your logo may not point at Trustaroo at all. Scan the code yourself and read the address that appears before your phone opens it.

Archiving a location is not the cause

An archived location keeps its short link, and that link keeps opening the review page as normal. So a scan that lands on Link not found never points at a location you archived. What archiving does change is your own view: the row leaves the Locations panel, so you can no longer copy its link or download its QR code to compare. See Edit and archive locations.

How to check it​

  1. Sign in at my.trustaroo.app and open Profile.
  2. Scroll to the Locations panel. Each row shows the location name and its Short Link.
  3. Compare that short link, character by character, with the address the customer reached. Look for a missing character at the end.
  4. If no row matches, scan the code yourself and read the full address your phone offers before you open it. A code that points at another domain was never a Trustaroo link.
  5. Choose Copy link on the location you want customers to use and open it on your own phone. If the rating page loads for you, the link itself is fine and the problem is the material in the field.

How to fix it​

  • The link is fine but the print is old. Download the QR code or the printable PDF again from the location you want customers to reach and replace the print. Do not patch a poster with a sticker over the old code unless the new code is opaque and covers it completely.
  • The code is not a Trustaroo link. Nothing in your account can repair it. Print fresh material from the location you want customers to reach, because a short link cannot be moved onto someone else's code.
  • You shared the link in a message. Send it again as a link rather than plain text, so the recipient's client cannot break it across lines.
Archiving does not switch a printed code off

Retiring a location in Trustaroo leaves its short link working, so old posters and table talkers keep opening the review page and keep recording scans against the retired location. Pull the material in yourself rather than relying on archiving to stop it.

Prevention​

  • Keep one location per physical place and never recycle the material between them.
  • Test every batch of printed material with your own phone before it goes out.
  • Order small print runs. If something changes, you throw away less.