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Quick diagnostics

Test the redirect:
  1. Open an incognito browser window
  2. Visit the “Redirect from” URL
  3. Check if you’re redirected to the “Redirect to” URL
If not redirecting, continue troubleshooting below.

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Common causes

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1. Active page at redirect from URL

Issue: 301 redirects only work on broken links (404 errors). You cannot redirect from a URL that has an active page. Check: Visit the “Redirect from” URL directly. If a page loads instead of showing 404, the redirect won’t work. Fix: Delete or unpublish the page first, then the redirect will activate.
**If you set a product to Draft or remove it from all sales channels, or set a collection to “Hidden” in Online Store visibility, the URL will return a 404 error and become eligible for redirects.

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2. Browser caching old page

Check: Test in incognito mode or a different browser. Fix: Clear your browser cache or use incognito to verify the redirect is working.
301 redirects are cached by browsers and search engines. If you recently removed a redirect after customers have accessed it, then the redirect might continue to work in their browsers until the cache expires.

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3. Redirect doesn’t exist

Check: Verify the redirect exists in your URL Redirects list and the Redirect from and Redirect to URLs are correct without any typos. Fix: If missing, create the redirect again.

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4. Reached redirect limit

Check: Check that you haven’t exceeded Shopify’s redirect limits:
  • Standard stores: 100,000 redirects maximum
  • Shopify Plus stores: 20,000,000 redirects maximum
Fix: If you’ve reached the limit, delete old unused redirects to free up capacity.

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Additional troubleshooting

You cannot redirect from a URL ending in .html to the same URL without .html. Shopify treats these as the same URL because the platform automatically handles HTML formatting for cleaner URLs.Example that won’t work:
  • ❌ /old-page.html → /old-page
Workaround: Redirect to a completely different URL:
  • ✓ /old-page.html → /new-page
URLs with complex query strings or special characters (such as /brands/dell.html?_bc_fsnf=1&interface=type) may not redirect as expected.Test these redirects thoroughly after creation. Consider using simpler URLs when possible.
If your 404 page redirects to the home page when viewing it in the theme editor, this is likely caused by a redirect.Check: Do you have a redirect set up from /404 to / (home page)?Why it’s a problem: This redirect interferes with the theme editor’s ability to display your 404 page and execute other redirects.Fix: Delete the /404 → / redirect. Your 404 page template will handle visitors who land on broken URLs.

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Still not working?

Contact support with:
  • Your myshopify.com URL
  • The “Redirect from” URL
  • The “Redirect to” URL