The chat widget doesn't show on my website

If the chat bubble doesn't appear on your website, work through these checks in order. Most cases are solved by the first two.

1. Check that the code is on the page

Open your website, right-click, and choose View page source. Search for loader.js.

• Not found: the embed code isn't on this page. Add it before the closing </body> tag, as described in Install the chat widget. If you added it to one page only, add it to your shared layout or footer instead.
• Found: check that the widgetId in the code matches the widget in your dashboard's Widget Manager.

2. Clear your website's cache

Caching plugins and CDNs can keep serving an old version of your pages without the new code.

1. Clear the cache in your caching plugin or hosting panel.
2. If you use a CDN such as Cloudflare, purge its cache too.
3. Reload your website in a private browser window.

3. Check Region Control

If you've restricted the widget in some countries, it won't load for visitors there, including you if you're testing from one of them.

Open Region Control in the dashboard and check the widget's restricted countries.

4. Check your subscription

If the dashboard shows that your website's domain is blocked, the domain is linked to an account with an expired or unpaid plan. Open Billing & Plans in the dashboard to renew or upgrade, then reload your website.

5. Look for errors in the browser

1. Open your website and press F12 (or Cmd + Option + I on a Mac) to open the developer tools.
2. Select the Console tab and reload the page.
3. Look for red errors that mention pingu or loader.js.

A security plugin or Content Security Policy can block scripts from other domains. If you see a blocked request, allow admin.pingu.chat and api.pingu.chat in that plugin or policy.

Still not showing?

Contact us with your website address and a screenshot of any console errors, and we'll take a look.