We've had a contact say they're unable to access the embedded link. It is working fine for the rest of us. I'm wondering if there are any browsers that are not friendly to FA/technical requirements that should be met in order to open the link/any other suggestions you may have. We've tested in various browsers and it works fine, but I'd like some tech specs to take back to the team.
What you may ask is for the contact to test on a different computer in their environment. If they can get to the link, then it is their PC. You may also check to see if the contact has antivirus enabled. In some cases antivirus software will block things. Just something to check.
In addition to what Martin said, you might ask them to send you a screenshot of what they're saying ( and pass it along to us in a support request ).
Off hand, some of the issues I can think of are: 1. The link being stripped from the text that they are seeing. 2. Popup blocker software keeping the system from opening a new browser window with the link content ( basically martin's idea ). 3. Bad url formatting ( such as accidentally including a period after the url ).