Work through these in order. Most cases are solved by the first three.
1. Your plan is active
The chat only appears to visitors while your plan is active.
- Bought on our website: check Settings > Billing.
- Shopify: open the TideReply app. If you see Your widget is not live yet, choose a plan under Billing. A Payment issue banner means Shopify is retrying your payment, and the chat is hidden until it goes through.
2. The chat is installed on this page
- Shopify: in Online Store > Themes > Customize, open App embeds and check that TideReply chat is on. Click Save: an unsaved theme doesn't count.
- WordPress: in Settings > TideReply, check that the site is connected and Show the chat widget on this site is ticked.
- Script tag or Google Tag Manager: check that the snippet is on the page you're looking at, before
</body>, and that Tag Manager published the latest version.
3. The domain is allowed
The chat only loads on domains you allow. Go to Settings > Chat widget > Allowed domains and check that the domain you're looking at is there. Subdomains of an allowed domain are included. If the list is empty, every domain is allowed.
This catches most "it works on one site but not the other" cases, such as a staging site or a new domain. Changing your website address in Settings > General does not update this list, so add the new domain here too.
4. The snippet is yours and complete
Copy the snippet again from Settings > Script tag and replace the one on your site. An edited, shortened or old snippet won't load.
If you can open your browser's developer console, these messages point to the snippet:
[TideReply] Missing data-business attribute: thedata-business="..."part is missing.[TideReply] Widget config error: Error: HTTP 404: the ID in the snippet doesn't match any business.
5. Your site's security policy allows it
If your site sets a Content Security Policy, it must allow https://app.tidereply.com for scripts (script-src), connections (connect-src) and frames (frame-src). To show your logo in the greeting, it also needs to allow the address your logo is stored at for images (img-src). Your developer or hosting provider can add these.
6. Give it a minute
Changes to the chat's settings can take up to a minute to show. On Shopify it can take a few minutes. Reload the page.
Two chat bubbles
The chat is installed twice, for example by the Shopify app or WordPress plugin and also by a pasted snippet. Remove the snippet and keep the app or plugin.
Still not showing? Email support@tidereply.com with your site's address and we'll look.