Troubleshooting
Find the right checks for setup, answers, permissions, channels and billing.
Find the right check
| Symptom | First checks | Guide |
|---|---|---|
| Widget missing | Correct bot snippet, published page, allowed domain and browser errors. | Install the widget |
| Wrong or missing answer | Selected bot, Ready knowledge, source freshness and persona. | Training, refresh and failures |
| Cannot create a bot | Role, unique name, trial restriction and available plan/tier slots. | Create and purchase bots |
| Cannot change a setting | Workspace membership, role and bot assignment. | Team roles and permissions |
| No summary email | Report due date and messages within its period; empty periods are skipped. | Scheduled chat summaries |
| API 401 / 402 / 403 | Credential expiry, plan/live access and required scope/bot restriction. | API errors and limits |
| Ticket email missing | Owner email and ticket alert recipients; not the leads email field. | Email notifications |
| Paid but still inactive | Correct workspace, completed payment confirmation and Billing status. | Renewals and payment recovery |
Collect useful support information
- The workspace and bot name/ID, feature and exact error text.
- The approximate time, timezone and steps that reproduce the problem.
- A screenshot with customer personal data and payment details removed where possible.
- For integrations, the HTTP status and sanitized response or event type.
- Do not send API tokens, webhook secrets, identity signing secrets or full payment card details.
Environment matters
Use the dashboard, API and widget URLs belonging to the same environment. UAT uses its own accounts, configuration and release state; production may intentionally be deployed later. A UAT documentation update does not mean the same change is already deployed to production.