Articles on: Troubleshooting & FAQ

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.


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.



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.



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.


Updated on: 18/06/2026

Was this article helpful?

Share your feedback

Cancel

Thank you!