Troubleshooting
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 read
- Checked against MoveBoard
- For sales, owners & admins
On this page
The link has expired
- 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.
The link "is not valid"
- 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.
The address in the link is wrong
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.
Related guides
- Customer portalCustomer linksHow the links in your emails and texts sign customers in, where they open, how long they last, and why old links still work.
- Customer portalHow customers sign inCustomers never need a password — their personal link signs them straight in, and the sign-in page texts them a six-digit code. What they see, and what to tell a customer who's stuck.
- Customer portalSee the customer's portalOpen a customer's portal from the office exactly as they see it — read-only, with a banner, from the order or from a business account — to help them on the phone.
- Booking & paymentsText the deposit linkText the customer their secure link to reserve the move with a deposit — straight from the Deposit row.
- SettingsCompany infoYour company's name, contact, addresses, time zone, licenses, units and the move types you take — what each field does and where it shows.
Still stuck? A person will help.
Open a ticket from Support inside MoveBoard, or email us — we usually reply within one business day.