Troubleshooting

Having issues? This guide covers the most common problems and how to fix them. If you don't find your answer here, contact our support team.

Widget Issues

Widget not appearing on my website

The chat icon doesn't show up in the corner of my page.

Solutions:

  1. Check the embed code placement - Make sure the script is placed just before the closing </body> tag
  2. Verify your Bot ID - Check that the ID in your embed code matches the one in your dashboard
  3. Clear your browser cache - Hard refresh with Ctrl+Shift+R (Cmd+Shift+R on Mac)
  4. Check for JavaScript errors - Open browser DevTools (F12) and look for red errors in the Console tab
  5. Disable browser extensions - Ad blockers or privacy extensions might block the widget

Widget loads but shows an error

The chat opens but shows "Something went wrong" or similar.

Solutions:

  1. Check your account status - Log in to verify your account is active
  2. Verify you have content indexed - Go to Sources and make sure you have at least one active source
  3. Check your plan limits - You may have reached your conversation limit for the month

Widget appears but in wrong position

The widget shows up but overlaps with other elements.

Solutions:

  1. Change widget position - In Settings, change between bottom-right and bottom-left
  2. Check z-index conflicts - Other elements on your page might have a higher z-index
  3. Adjust your page CSS - Add padding to the bottom of your page if needed

Bot Response Issues

Bot gives wrong or irrelevant answers

The responses don't match the question or contain incorrect information.

Solutions:

  1. Check your indexed content - Go to Sources and verify the right pages are indexed
  2. Re-crawl your website - If your content changed, click Re-crawl to update
  3. Improve your system prompt - In Settings, add more specific instructions about how to answer
  4. Add more relevant content - Upload documents or crawl additional pages that cover the topic

Bot says it doesn't know the answer

The bot responds with "I don't have information about that" for questions it should answer.

Solutions:

  1. Verify the content is indexed - Check Sources to see if the relevant pages are listed
  2. Check for crawl errors - Some pages might have failed to crawl (blocked by robots.txt, authentication required, etc.)
  3. Try different phrasing - Ask the question using words that appear in your content
  4. Upload the content directly - If a page won't crawl, copy the text into a document and upload it

Bot responses are too slow

It takes several seconds before the bot starts responding.

Solutions:

  1. This is normal - AI responses typically take 1-3 seconds to generate
  2. Check your internet connection - Slow connections can increase response time
  3. Consider Priority Mode - Available as an add-on for faster response times during peak hours

Crawling Issues

Crawl stuck or not completing

The crawl seems to run forever or stops partway through.

Solutions:

  1. Wait for completion - Large sites can take several minutes to crawl
  2. Check the page limit - Crawls stop at your plan's page limit
  3. Reduce max depth - Try a lower depth setting (2-3) for faster crawls
  4. Check your site's robots.txt - Make sure you're not blocking our crawler

Pages are missing from crawl results

Some pages on my site weren't indexed.

Solutions:

  1. Check if pages are linked - Our crawler follows links from your homepage. Orphan pages won't be found
  2. Increase max depth - Pages buried deep in your site might need a higher depth setting
  3. Check robots.txt - Pages blocked by robots.txt won't be crawled
  4. Check for JavaScript rendering - We crawl HTML content; heavily JS-rendered pages might not index well
  5. Upload the content manually - Copy content from problematic pages into a document and upload

WooCommerce products not indexed correctly

Product information is missing or incorrect.

Solutions:

  1. Enable WooCommerce toggle - In Sources, make sure the WooCommerce Products option is enabled
  2. Re-crawl after enabling - Changes to settings require a new crawl
  3. Check product pages are accessible - Products must be public and not password-protected
  4. Verify schema markup - We detect products via standard WooCommerce markup

Webhook Issues

Webhooks not being received

My server isn't getting any webhook requests.

Solutions:

  1. Check your webhook URL - Make sure it's correct and uses HTTPS
  2. Verify your server is accessible - Test the URL from an external network
  3. Check webhook logs - In Settings → Webhooks, view delivery attempts
  4. Check your firewall - Our servers need to reach your endpoint

Signature verification failing

My server rejects webhooks due to invalid signature.

Solutions:

  1. Use the raw request body - Don't parse JSON before verifying the signature
  2. Check your secret - Make sure you're using the correct webhook secret from the dashboard
  3. Use timing-safe comparison - Always use constant-time string comparison for security

Account Issues

Can't log in to my account

Getting "invalid credentials" or can't access my dashboard.

Solutions:

  1. Reset your password - Use the "Forgot password" link on the login page
  2. Check your email address - Make sure you're using the email you signed up with
  3. Clear browser cookies - Old session data can cause issues
  4. Try incognito mode - This rules out browser extension conflicts

Reached my plan limits

Getting errors about conversation or page limits.

Solutions:

  1. Check your usage - View current usage in your dashboard
  2. Upgrade your plan - Get higher limits with a paid plan
  3. Purchase a usage boost - Add extra pages or conversations without changing plans
  4. Wait for monthly reset - Conversation limits reset at the start of each billing cycle

Still Need Help?

If you couldn't find a solution to your problem, our support team is here to help.

Contact Support