> ## Documentation Index
> Fetch the complete documentation index at: https://docs.scayla.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently asked questions

> Common questions and quick answers about Redirect Pro

## Getting Started

<AccordionGroup>
  <Accordion title="What's the difference between 301 redirects, live redirects, and redirect rules?">
    **301 redirects:**

    * Permanent, server-side redirects
    * Only work on broken pages (404 errors)
    * One redirect per URL
    * Unlimited visits (don't count toward quota)
    * SEO benefits — search engines transfer rankings
    * Instant redirect (no delay)

    **Live redirects:**

    * JavaScript-based redirects for active pages
    * Only work on pages that are still live on your store
    * One redirect per URL
    * Counts toward monthly tracked visits quota
    * No SEO benefits
    * Brief delay before redirect (page loads first)

    **Redirect rules:**

    * JavaScript-based pattern matching with wildcards
    * Only work on broken pages (404 errors)
    * One rule handles multiple URLs
    * Counts toward monthly tracked visits quota
    * No SEO benefits
    * Brief delay before redirect

    Use **301 redirects** for permanent changes to broken URLs where SEO matters. Use **live redirects** when you need to redirect visitors from an active page. Use **redirect rules** for managing bulk URL changes with patterns.
  </Accordion>

  <Accordion title="Do I need to do anything after installing Redirect Pro?">
    Yes - activate the app embed in your theme:

    1. Shopify admin → **Online Store → Themes**
    2. Click **Customize** on your live theme
    3. Click **App embeds** icon (puzzle piece)
    4. Find **Redirect Pro** and toggle **ON**
    5. Click **Save**

    Without this step, redirect rules, live redirects, and broken link tracking won't work. 301 redirects work without the app embed.
  </Accordion>

  <Accordion title="What counts toward my monthly quota?">
    **Counts toward quota:**

    * 404 page visits (broken links)
    * Redirect rule activations
    * Live redirect visits

    **Does NOT count (unlimited):**

    * 301 redirect visits
    * Normal page visits

    Each plan has different quota limits:

    * Free: 10 tracked visits/month
    * Starter: 50 tracked visits/month
    * Growth: 500 tracked visits/month
    * Enterprise: Unlimited
  </Accordion>
</AccordionGroup>

## Most Common Issues

<AccordionGroup>
  <Accordion title="Why aren't my redirect rules working?">
    **Most common causes:** **1. App embed not activated (90% of cases)** -
    Shopify admin → Online Store → Themes - Click Customize → App embeds - Turn
    ON Redirect Pro toggle - Click Save **2. Usage quota reached** - Check
    dashboard for quota usage - Upgrade plan or wait for monthly reset - Convert
    patterns to 301 redirects **3. Pattern doesn't match the URL** - Verify
    wildcard tokens are correct: `⑴` `⑵` `⑶` - Test with multiple URLs that
    should match - Check for case sensitivity **4. URL has an active page** -
    Redirect rules only work on 404 error pages - To redirect from active pages,
    use [live redirects](/redirect-pro/guides/using-live-redirects/create-live-redirect)
    instead See [Redirect rule not
    working](/redirect-pro/help/redirect-rule-issues/redirect-rule-not-working) for complete
    troubleshooting.
  </Accordion>

  <Accordion title="Why isn't broken link tracking working?">
    **Most common causes:** **1. App embed not activated** - Same fix as
    redirect rules above - Must be turned on in theme editor **2. Usage quota
    reached** - Check quota usage on dashboard - Tracking pauses when quota is
    full **3. No broken link visits yet** - Table only populates when customers
    visit 404 pages - Test by visiting a non-existent URL - Wait 60 seconds for
    data to appear **4. URLs are already redirected** - URLs with 301 redirects
    don't appear as broken - URLs covered by redirect rules appear in rule
    matches (Enterprise) See [Broken link tracking not
    working](/redirect-pro/help/broken-link-issues/broken-link-tracking-not-working) for
    complete troubleshooting.
  </Accordion>

  <Accordion title="Why do my redirect rules have a delay?">
    This is expected behavior. Redirect rules use JavaScript that runs in the
    browser after the 404 page loads, creating a brief visible delay. **To
    eliminate the delay:** - Enterprise users: use rule matches to identify and
    convert high-traffic URLs to 301 redirects - 301s redirect instantly with no
    delay The delay is a trade-off for rule flexibility. Use 301 redirects when
    instant redirects are important. See [Redirect rule has
    delay](/redirect-pro/help/redirect-rule-issues/redirect-rule-has-delay) for details.
  </Accordion>

  <Accordion title="Why was my CSV file rejected during import?">
    **Common reasons:** **Wrong file format:** - Must be `.csv` (not .xls,
    .xlsx, .tsv) - Save as "CSV (Comma delimited)" **Missing or incorrect
    headers:** - Row 1 must have: `Redirect from,Redirect to` - Exact spelling
    and capitalization required **Wrong delimiter:** - Must use commas (not
    semicolons, tabs, or pipes) Download a copy of our [spreadsheet
    template](https://docs.google.com/spreadsheets/d/1WjPgXRC3c1XXkzrksNq5DXDbSRtxzPjPqWLtjhALTXo/edit?usp=sharing)
    to make sure you have the right column headers. See [Import file
    rejected](/redirect-pro/help/redirect-issues/import-file-rejected) for fixes.
  </Accordion>
</AccordionGroup>

## Broken Link Tracking

<AccordionGroup>
  <Accordion title="Why is my broken links table empty?">
    The table only populates when customers visit 404 error pages.

    **Common reasons it's empty:**

    * App embed not activated (tracking disabled)
    * Usage quota reached (tracking paused)
    * No one has accessed broken URLs yet
    * All your URLs are working or already redirected

    **Test it:** Visit a non-existent URL on your store, wait 2-3 minutes, then check the table.
  </Accordion>

  <Accordion title="Does broken link tracking find all broken links on my site?">
    No. It's **visit-based tracking**, not a site crawler.

    **What it tracks:**

    * Actual customer visits to 404 pages
    * Broken links when people click them

    **What it doesn't track:**

    * Internal broken links until someone visits them
    * Broken links that no one accesses

    This minimizes noise and focuses on broken links that actually impact customers.
  </Accordion>

  <Accordion title="Can I export my broken links list?">
    No. Currently Redirect Pro doesn't have a feature to export broken links.

    However, if you [contact us](https://support.scayla.io/hc/requests/new) we'll be more than happy to provide this manually for you.
  </Accordion>
</AccordionGroup>

## Redirect Rules

<AccordionGroup>
  <Accordion title="How do wildcard tokens work?">
    Wildcard tokens (`⑴` `⑵` `⑶` `⑷` `⑸`) match any set of characters in a URL
    between two forward slashes or at the end of the URL and let you reuse them
    in the destination. **Example:** - Redirect from: `/old-products/⑴` -
    Redirect to: `/products/⑴` **Result:** - `/old-products/shirt` →
    `/products/shirt` - `/old-products/pants` → `/products/pants` The `⑴`
    captures whatever comes after `/old-products/` and reuses it in the new URL.
    You can use up to 5 tokens per rule.
  </Accordion>

  <Accordion title="Can I see which URLs are triggering my redirect rules?">
    Yes, if you're on the **Enterprise plan**. **Rule matches** show: - Specific
    URLs that triggered each rule - How many times each was accessed - Ability
    to convert high-traffic URLs to 301 redirects **How to access:** 1. Go to
    Redirect Rules 2. Click **View matches** next to any rule This feature is
    only available on Enterprise.
  </Accordion>

  <Accordion title="Can redirect rules redirect external domains?">
    Yes. In the "Redirect to" field, include the full URL:
    `https://example.com/page` The redirect rule will send visitors to that
    external domain.
  </Accordion>

  <Accordion title="How many redirect rules can I create?">
    Unlimited redirect rules on all plans. However, each time a rule is
    activated (when a visitor triggers it), it counts toward your monthly
    tracked visits quota.
  </Accordion>
</AccordionGroup>

## 301 Redirects

<AccordionGroup>
  <Accordion title="How many 301 redirects can I create?">
    Up to 200,000 on all plans. Each 301 redirect has unlimited visits - they never count toward your quota.
  </Accordion>

  <Accordion title="Can I redirect from an active page with a 301 redirect?">
    No. 301 redirects only work on broken links (404 errors).

    If you need to redirect visitors from an active page, you have two options:

    1. **Use a [live redirect](/redirect-pro/guides/using-live-redirects/create-live-redirect)** — redirects visitors from the active page (no SEO benefits)
    2. **Delete or unpublish the page first**, then create a 301 redirect for SEO benefits
  </Accordion>

  <Accordion title="How long before 301 redirects start working?">
    301 redirects take effect immediately after creation.

    Test in an incognito browser to avoid cached results.
  </Accordion>

  <Accordion title="Can I redirect to external websites?">
    Yes. Use the full URL in "Redirect to":

    `https://example.com`

    This works for 301 redirects, live redirects, and redirect rules.
  </Accordion>
</AccordionGroup>

## Live Redirects

<AccordionGroup>
  <Accordion title="What are live redirects?">
    Live redirects let you redirect visitors away from active pages on your store. Unlike 301 redirects (which only work on broken 404 pages), live redirects work on pages that are still live and accessible.

    They use JavaScript running in the browser, so they don't provide SEO benefits. Use them when a page must remain active but you want to send visitors elsewhere.

    See [Understanding live redirects](/redirect-pro/guides/using-live-redirects/live-redirects-overview) for details.
  </Accordion>

  <Accordion title="Do live redirects help with SEO?">
    No. Live redirects use JavaScript in the browser, which search engines cannot follow. They provide no SEO benefits.

    If you need SEO benefits, use a [301 redirect](/redirect-pro/guides/managing-301-redirects/create-301-redirect) instead. 301 redirects only work on broken pages (404 errors) but transfer search engine rankings to the new URL.
  </Accordion>

  <Accordion title="Can I use live redirects on 404 pages?">
    Live redirects are designed for active pages. While they may technically work
    on any page, you should use a [301
    redirect](/redirect-pro/guides/managing-301-redirects/create-301-redirect) for 404 pages to
    get SEO benefits and unlimited visits that don't count toward your quota.
  </Accordion>

  <Accordion title="Do live redirects require the app embed?">
    Yes. Live redirects require the Redirect Pro app embed to be enabled in your
    Shopify theme. This is the same app embed used for broken link tracking and
    redirect rules.
  </Accordion>

  <Accordion title="What page types support live redirects?">
    Live redirects work on the following active page types: products, collections, pages, blogs, articles, list collections, and search.
  </Accordion>
</AccordionGroup>

## Plans and Billing

<AccordionGroup>
  <Accordion title="What's included in each plan?">
    **All plans include:** - Unlimited 301 redirects - Live redirects -
    Unlimited redirect rules - Broken link tracking - Bulk import - Analytics
    **Plan differences:** - **Free:** 10 tracked visits/month - **Starter:** 50
    tracked visits/month - **Growth:** 500 tracked visits/month -
    **Enterprise:** Unlimited tracked visits + rule matches feature See the
    pricing table on the [welcome page](/index) for details.
  </Accordion>

  <Accordion title="Can I upgrade or downgrade my plan?">
    Yes, anytime. Plan changes and quota adjustments take effect immediately.
    See [Manage your
    subscription](/redirect-pro/guides/account-and-settings/manage-subscription) for details.
  </Accordion>

  <Accordion title="What happens when I reach my quota?">
    **At 100% quota:** - Broken link tracking pauses (new 404 visits not
    recorded) - Redirect rules pause (pattern redirects stop working) - Live
    redirects pause (active page redirects stop working) - 301 redirects
    continue working (unlimited) - Existing data remains accessible **Options:**

    * Wait until next month (quota resets automatically) - Upgrade to higher
      plan for instant quota increase
  </Accordion>

  <Accordion title="Do unused tracked visits carry over?">
    No. Your quota resets to the full amount every month. Unused visits from one
    month don't roll over to the next.
  </Accordion>

  <Accordion title="Is there a free trial?">
    No. Redirect Pro doesn't have a free trial of paid plans but has a Free
    forever plan you can use for testing out the app.
  </Accordion>
</AccordionGroup>

## Still need help?

Can't find your answer? Check more detailed resources on our knowledge base or [contact support](/redirect-pro/help/support/contact-support).