Check if the itinerary still exists

If the itinerary has been deleted, archived, or disabled, the shared link will no longer work.

1. Open the Itinerary Browser.

2. Search for the itinerary name.

3. Confirm the itinerary is still active and accessible.

Why

Wetu links are directly connected to the itinerary. If it is removed or disabled, the link stops working.

Check if the output is enabled

Different outputs have separate links. If the output is disabled or not available on your package, the link may not open.

1. Open the itinerary in the Itinerary Builder.

2. Navigate to Step 6: Additional Details.

3. Scroll to the Outputs section.

4. Confirm the required output link is available.

Affected outputs

Discovery Itinerary, Classic Itinerary, Discovery Lite, Printable Outputs.

Confirm the correct link was copied

Sometimes only part of a link is copied when pasting into emails, PDFs, WhatsApp, or CRM systems - breaking the URL.

Signs of a broken link

Missing characters at the end of the URL
Spaces added into the URL
The link stops halfway
The page opens with an error

Best practice

Use the Copy Link button in Wetu wherever available
Test the link in a browser before sending it to a client

Why

Some messaging and email platforms shorten or incorrectly format long URLs.

Check if the link is clickable

Some email clients or messaging platforms display links as plain text instead of clickable hyperlinks.

Copy and paste the full URL directly into your browser address bar.
Confirm the URL begins with https://

Why

Some platforms remove hyperlink formatting when text is pasted incorrectly or when automatic link detection is disabled.

Check for browser issues

The issue may be browser-related rather than itinerary-related.

Refresh the page
Open the link in another browser (Chrome, Edge, or Safari)
Open the link in an incognito or private window
Clear browser cache and cookies

Why

Old browser cache or browser extensions can prevent itinerary outputs from loading correctly.

Check your internet connection

Discovery and media-heavy itinerary outputs require a stable internet connection. If the page loads slowly, displays partially, doesn't show images, or times out — test your connection and try again.

Why

Large itinerary outputs rely on maps, images, and media content which may not load on unstable connections.

TravelKey links not working

If a TravelKey App Link is not opening correctly:

1. Confirm TravelKey is installed on the device.

2. Update the app to the latest version.

3. Open the link directly from the mobile device.

4. Confirm the mobile code is still active.

Why

TravelKey App Links are designed to open within the mobile app and may not work on unsupported devices or outdated app versions.

Need Help?

Still not working?

If the issue continues, gather the following before contacting Support:

Include in your support request:

The full link
Screenshots of the issue
The itinerary name or ID
Which output type is affected
Browser and device information
The time the issue occurred

- Contact Support: support@wetu.com
- Live Chat: Available on your Dashboard

Why isn’t my Wetu link clickable or active?

If your Wetu itinerary link isn't opening, appears inactive, or shows an error, work through these common causes to identify and fix the issue.