Why are links in my SendGrid dunning emails not working?

If you use SendGrid to send emails, you may notice that the links in your dunning emails (sent when a payment fails) appear broken. Instead of sending customers to the correct Recurly billing update page, the link may display a browser warning such as:

“Your connection is not private.”

This prevents customers from updating their billing information and resolving failed payments.

What’s Causing the Issue?

This happens because SendGrid’s click tracking feature rewrites links in outgoing emails. If the custom tracking domain in SendGrid is not correctly configured with DNS and SSL, the rewritten link will not work. You may see a link that looks like this:

https://url5231.yourdomain.com/ls/click?... 

These links are generated by SendGrid, not Recurly.

How to Fix It (Immediate Solution)

The quickest way to resolve this issue is to disable click tracking in SendGrid. This ensures that Recurly’s original secure link is sent directly to your customers without being modified.

1. Log in to your SendGrid dashboard.
2. Navigate to Settings → Tracking → Click Tracking.
3. Toggle click tracking OFF.

Once disabled, your customers will receive the correct Recurly billing update link and will be able to update their payment information without issue.

Next Steps with SendGrid

If you want to keep click tracking enabled for reporting purposes, you’ll need to work with SendGrid to configure it properly. This requires updating your DNS records (CNAME) and enabling SSL for your tracking domain.

We recommend reaching out to SendGrid Support for assistance with this setup.