> ## 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.

# 301 redirect not working

> Fix issues with 301 redirects that aren't redirecting properly

## 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.

## Common causes

### 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:** You have two options:

* **Use a [live redirect](/redirect-pro/guides/using-live-redirects/create-live-redirect)** to redirect visitors from the active page (no SEO benefits)
* **Delete or unpublish the page first**, then the 301 redirect will activate with full SEO benefits

<Tip>
  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 301 redirects.
</Tip>

### 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.

<Info>
  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.
</Info>

### 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](/redirect-pro/guides/managing-301-redirects/create-301-redirect) again.

### 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.

## Additional troubleshooting

<AccordionGroup>
  <Accordion title="HTML file extensions">
    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`
  </Accordion>

  <Accordion title="Query strings and special characters">
    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.
  </Accordion>

  <Accordion title="404 page redirects to home page in theme editor">
    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.
  </Accordion>
</AccordionGroup>

## Still not working?

[Contact support](/redirect-pro/help/support/contact-support) with:

* Your myshopify.com URL
* The "Redirect from" URL
* The "Redirect to" URL