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The customer's link doesn't work

When a customer says their link won't open, has expired, shows the wrong page or won't let them book — the reasons and how to send them a working one.

2 min readChecked October 4, 2026
SalesOwner & admin
  • Your link has expired. Please request a new one. or This link has expired. Please ask for a new one. — a sign-in link works for 90 days. The customer can sign in with their mobile number and a texted code instead. See How customers sign in.
  • Send a fresh link: send any message from the order — the quote, the deposit link, the inventory link — and it carries a new link.

The code doesn't work

Invalid or expired login code. Please try again. — the code was mistyped or is old. Ask for a new code; use the latest one.

  • This link is not valid. — the link was cut short or changed (often when copied by hand, or split over two lines in an email). Send it again rather than retyping it.
  • That document link is not valid. Please contact your moving company for a new one. (also for claim and storage links) — send the document, claim link or storage link again from the order or account.

They can't book

  • This order has been cancelled. Please contact your moving specialist. — the order is cancelled. If they still want the move, change the status back and send the link again.
  • This order is already booked. — it's done; nothing more to do.
  • The Book button doesn't show — the order isn't open for online booking. Set the status to Can Book Online. See Let the customer book online.

Already signed

This document is already signed. · Your bill of lading is already signed. — nothing more to do. The signed copy is on the order.

It opens the wrong page

  • The move was marked Bad Lead or archived — it's hidden from the portal, so the link opens the customer's portal home instead.
  • The link was sent to the additional contact — their copy opens the sign-in page.

Customer links use your company's own website address — the branch's Domain URL, or the one in Settings › Company & branches › Company info. If links point to an old or wrong website, fix it there.

See what they see

Open the customer's portal yourself from the order to check what they get. See See the customer's portal.

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