When a client says "I never got the link," here is the diagnostic ladder.
1. Check the client's email/phone on file
Go to the client detail page. Is the email or phone correct? Typos are surprisingly common — elishagardener.com vs elisahgardener.com (letters transposed) will silently fail.
2. Check the audit log
In the audit log, filter by the client. Look for a magic_link.issued row. If it is there, the link was generated. The issue is delivery, not issuance.
3. Check delivery provider (Postmark / Twilio)
If you have super-admin support access, check the Postmark dashboard for the delivery status. For SMS, check Twilio. Common failures: bounce (email address invalid), blocked (phone number is on a suppression list), carrier rejection.
4. Try the other channel
If you sent the link via email, try SMS. Or vice versa. The magic-link flow supports both; the client can request another link via the other channel from the login page.
5. Spam folders
6. 10DLC limbo
New tenants have a 2-3 day window where their Twilio 10DLC brand registration is still pending. During that window, outbound SMS goes through but might be flagged by carriers. If the issue affects every SMS, not just one client, this is likely.
When to contact support
If the above does not resolve it, email help@servicio.app with the client's name and the approximate time of the failed link. We can see the full provider response and issue a recovery link.