My affiliate link is not working or tracking correctly
I keep seeing 'This link is inactive' message
I can't find my past links
I cannot find an advertiser in Link Builder
My links open in an app store instead of a website
Link Builder isn't loading or shows a blank page
Link Builder redirects me to the main dashboard
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If you experience issues when creating affiliate links in the Link Builder tool, the cause is usually related to link format, programme settings, browser behaviour, or advertiser's tracking status. This guide covers the most common issues and how to resolve them.
If your affiliate link isn't working, it may have been generated incorrectly. To ensure your links are created properly, use the Link Builder. This tool converts a standard website URL to a tracking link that includes your unique publisher ID.
For step-by-step instructions, see How can I use Link Builder to create deep links?
If a link does not track when using Link Builder, the most common cause is an incorrect or “dirty” destination URL .
Always use the Link Builder with a clean destination URL, meaning a direct page URL without added parameters.
Example of clean URLs (correct format): https://store.com/product
Example of Dirty URLs (incorrect format): https://store.com/product?utm_source=google&utm_medium=cpc
Dirty URLs include any of the following:
| Type | Example | Why it's invalid |
|---|
| Tracking parameters | ?utm_source=google | Adds tracking data that breaks link generation |
| Fragment identifiers | #int=banner_1 | Points to page sections, not the main page |
| Network/affiliate parameters | awc=, awin1 | Already tracked or modified affiliate links |
To learn more about affiliate links, see What does an affiliate link look like?
Tip: Always paste your generated link into a private/incognito window to see if it lands on the correct product page.
If you see 'This link is inactive', it means the advertiser's tracking has gone offline or is temporarily unavailable. In this case, the link itself may be correctly generated, but tracking is not currently active, so clicks and commissions cannot be recorded.
This is not caused by incorrect Link Builder usage. Instead, it reflects the advertiser's tracking status. For more information, see Link Status: Troubleshooting inactive links.
Link Builder does not store previously generated links. Once you leave the page, they cannot be retrieves.
To avoid losing track of your links, save them externally as you create them, such as in a spreadsheet or document.
Even if links are not saved in Link Builder, they will continue to track clicks and commissions as long as they are active. You can view their performance in Reports > Performance Over Time or in the Transaction Report.
To learn more about the available reporting options, see Where do I find reports?
If an advertiser does not appear in Link Builder, check the following (in order):
- Check if the programme is active: Only live programmes are available in Link Builder. Closed programmes will not be shown.
- Confirm your programme approval status: If your application is still pending, you will not be able to create links. An exception applies to advertisers with auto-approvals. For more information, see Can I automatically join advertiser programmes?
- Refresh your browser session: Clear your cookies and cache to ensure you are seeing the most up-to-date programme data.
If you have completed the steps above and still cannot find the advertiser, it may be because the programme does not support deep linking. In this case, promotion is only available through pre-generated creatives rather than Link Builder. You can confirm this with the advertiser directly.
To learn more about the My Creatives tool, see How do I get banner ads?
To learn how to contact an advertiser, read How can I contact an advertiser?
If your link opens an app store instead of the advertiser's website, this means that the advertiser is prioritising mobile app conversions. In many cases, this is intentional and designed to direct users to the advertiser's mobile app.
If this is not suitable for your promotion, contact the advertiser to confirm whether alternative linking options are available.
For guidance, see How can I contact an advertiser?
Note: Partner Success team cannot assist with programme-specific questions.
If Link Builder does not load or displays a blank page, the issue is usually related to your browser settings or extensions, such as ad blockers or antivirus tools.
Try the following troubleshooting solutions:
- Clear your browser's cookies and cache, then reload the page. If the issue continues, log out and log back into your account.
- Disable your browser extensions such as ad blockers or antivirus tools temporarily or adding the site as an exception.
- Perform a hard reload.
If Link Builder redirects you to the main dashboard instead of opening the tool, this is usually caused by cached browser data or an expired session.
Start by clearing your browser's cookies and cache, then reload the page. After that, log in again and try accessing Link Builder.
If the issue persists, open the tool in a private or incognito window. This helps rule out issues caused by browser extensions or stored session data.
Still need help?
If the issue persists after following the steps above, contact Partner Success using the contact support button below.
