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# A buyer says the room link is broken

Your prospect or customer reached out saying the link you sent them doesn't work. Here's how to diagnose and fix it.

## Step 1 — Ask what they're seeing

Specific error messages narrow this down fast. Ask them to share:

- **The exact URL** they're trying to open
- **The error message** (if any)
- **What happens when they click** (blank page? redirect? login prompt?)
- **The browser and device** they're using

Screenshot, if possible.

## Step 2 — Check on your side

Open the room yourself. Does it load?

- **If no** — the room may have been deleted or has an issue. Check with the Admin or recreate.
- **If yes** — the problem is specific to the buyer.

## Step 3 — Common causes and fixes

### "Access denied" or "You're not authorized"
The buyer's email isn't on the authorized list.
**Fix:** Open the room → **Share** → **Participants** → add their email with the correct role.

### "Link expired"
The specific magic link they have is older than 48 hours.
**Fix:** Re-send their invitation from the room's Participants page — they'll get a fresh link.

### Blank page or generic error
Could be browser extensions or corporate network issues on their end.
**Fix:** Ask them to try:
- A different browser (Chrome is most broadly supported)
- Incognito / private mode
- Mobile phone
- Home Wi-Fi (not corporate network)

### Room content is missing
If they report "the room loads but looks empty," check whether you have sections hidden.
**Fix:** Open the room, check that sections are visible (not set to "Hide from buyers"). Show them if needed.

### They're seeing the wrong content
They may be logged in as a different user.
**Fix:** Have them open the link in an incognito window, or log out first and click the email link fresh.

## Step 4 — If the link was forwarded

If the buyer forwarded the link to you (or vice versa), that's a clue:

- **Magic links are tied to a specific email.** Forwarding breaks authentication.
- **Fix:** Invite the actual person who needs access directly — they'll get their own magic link.

## Step 5 — Room access setting might be too strict

If you used **Magic code verification** and the buyer keeps failing it:

- They may not be getting the code email
- Consider switching to a less strict access setting for just this buyer (or this room)

## Step 6 — Use "Present" to test

From inside the room, click **[Present]** to see the buyer's view. If it looks right, send them the link again. If not, fix what you see in Present mode.

## Step 7 — Share the link differently

If email delivery is a recurring issue with this buyer:

- Use Slack, Teams, or another channel to share the link
- Walk through the link on a call together
- Use Screen Share — sometimes seeing it live helps them spot a simple misstep

## Step 8 — Escalate to support

If you've tried everything and it still doesn't work:

**Contact contact@katalyz.co** with:
- The room ID
- The buyer's email
- What they're seeing on their side

We can check audit logs and see exactly what happened.

## Related articles
- [The link doesn't work — what to do (buyer-facing)](https://katalyz.crisp.help/en/article/the-link-doesnt-work-what-to-do-1cg8z7m/)
- [Sharing your first room](https://katalyz.crisp.help/en/article/sharing-your-first-room-2ov7gj/)
- [Choosing the right access setting](https://katalyz.crisp.help/en/article/choosing-the-right-access-setting-6jc04c/)