The chat does not show: what to check

If the chat does not show on your site, or shows a message saying it is unavailable, check these points in order.

1. The domain: the page must be on the App’s Domain, www. included. Another subdomain is not.
2. Hidden pages: the page must not be in “Hidden pages”, in App settings > Developers > Domain, apps and pages.
3. The code: both script tags must be pasted together, in this order, before </body>, on the page you are testing.
4. The App key: copy the code from App settings > Developers > Getting started rather than typing it again. One wrong letter and the chat stays hidden.
5. A paused App: if your company has more Apps than its Plan allows, the newest are paused and the chat shows “The chat is unavailable for now.” The “Paused” badge then shows next to the App in the sidebar.
6. An ad blocker or a privacy extension: test in a private browsing window, without extensions.
7. A blocked test device: if the chat says you can no longer send messages, unblock that Contact in Contacts, “Blocked” tab.

Read the browser console

Open your browser’s developer tools, Console tab. A message starting with Zean gives the cause: unknown key, another domain, hidden page or incomplete code.

After a fix, reload your site’s page to test again. For the SDKs, the mobile app and Verified Contacts, see Documentation > Troubleshooting.