diff --git a/src/app/api/app/load/route.ts b/src/app/api/app/load/route.ts
index 11bbb6d..6eef7e9 100644
--- a/src/app/api/app/load/route.ts
+++ b/src/app/api/app/load/route.ts
@@ -30,12 +30,6 @@ const jwtSchema = z.object({
 });
 
 export async function GET(request: NextRequest) {
-  function appendExchangeToken(url: string, token: string): string {
-    const delimiter = new URL(url, env.APP_ORIGIN).search ? '&' : '?';
-
-    return `${url}${delimiter}exchangeToken=${token}`;
-  }
-
   const parsedParams = queryParamSchema.safeParse(
     Object.fromEntries(request.nextUrl.searchParams)
   );
@@ -65,7 +59,14 @@ export async function GET(request: NextRequest) {
 
   const exchangeToken = await db.saveClientToken(clientToken);
 
-  return NextResponse.redirect(new URL(appendExchangeToken(path, exchangeToken), env.APP_ORIGIN), {
+  // IMPORTANT: product names can contain '#' and BigCommerce may include them in the `url`.
+  // If we append query params by string concatenation, we can accidentally place `exchangeToken`
+  // after the '#' fragment, which browsers do not send to the server. Always mutate `searchParams`
+  // on a URL object so the token is guaranteed to be in the query string.
+  const redirectUrl = new URL(path, env.APP_ORIGIN);
+  redirectUrl.searchParams.set('exchangeToken', exchangeToken);
+
+  return NextResponse.redirect(redirectUrl, {
     status: 302,
     statusText: 'Found',
   });
diff --git a/src/app/productDescription/[productId]/form.tsx b/src/app/productDescription/[productId]/form.tsx
index ee53227..ede2ab3 100644
--- a/src/app/productDescription/[productId]/form.tsx
+++ b/src/app/productDescription/[productId]/form.tsx
@@ -12,6 +12,9 @@ import Loader from '~/components/Loader';
 import { useAppContext } from '~/context/AppContext';
 import { useTracking } from '~/hooks/useTracking';
 
+const sanitizeProductNameForGeneration = (name: string) =>
+  name.replaceAll('#', '').replace(/\s{2,}/g, ' ').trim();
+
 export default function Form({
   product,
   csrfToken,
@@ -43,10 +46,19 @@ export default function Form({
 
   const handleGenerateDescription = async () => {
     setIsLoading(true);
+
+    // BigCommerce product names may contain '#' (e.g. for internal naming). For the
+    // /productDescription/${id} generator flow we strip those symbols only for the AI
+    // generation request, then keep the original name unchanged everywhere else.
+    const productForGeneration = {
+      ...product,
+      name: sanitizeProductNameForGeneration(product.name),
+    } satisfies Product | NewProduct;
+
     const res = await fetch(`/api/generateDescription`, {
       method: 'POST',
       body: JSON.stringify(
-        prepareAiPromptAttributes(currentAttributes, product)
+        prepareAiPromptAttributes(currentAttributes, productForGeneration)
       ),
       headers: {
         'X-CSRF-Token': csrfToken,
diff --git a/src/app/productDescription/[productId]/page.tsx b/src/app/productDescription/[productId]/page.tsx
index d5c2cfa..1098af7 100644
--- a/src/app/productDescription/[productId]/page.tsx
+++ b/src/app/productDescription/[productId]/page.tsx
@@ -6,13 +6,20 @@ import { headers } from 'next/headers';
 
 interface PageProps {
   params: { productId: string };
-  searchParams: { product_name: string; exchangeToken: string };
+  searchParams: { product_name?: string; exchangeToken?: string };
 }
 
 export default async function Page(props: PageProps) {
   const { productId } = props.params;
   const { product_name: name, exchangeToken } = props.searchParams;
 
+  if (!exchangeToken) {
+    // This typically happens when a product name contains an unencoded '#', which turns the rest of
+    // the URL into a fragment (not sent to the server). The /api/app/load redirect now ensures the
+    // exchangeToken is always appended before any fragment, but keep this guard to avoid a hard crash.
+    throw new Error('Missing exchange token. Try to re-open the app.');
+  }
+
   const authToken = await db.getClientTokenMaybeAndDelete(exchangeToken) || 'missing';
 
   const authorized = authorize(authToken);