Find the symptom, try the fixes in order, and follow the link for the full guide. Many problems also appear in Settings → Operations → Problems with the exact reason, so look there first.
The chat does not appear on my website
- View the page source and search for
w.jsto confirm the snippet is on the page, and that it is this website's snippet. - Check the website's address is listed in Settings → Websites. The chat only opens on the addresses listed there.
- Clear your site's cache or your builder's published version, then reload.
- Press Check my site on the Get started screen to see what Frosvo finds.
- On WordPress, administrators do not see the chat by default, so test in a private window.
Full guides: install the chat and platform plugins.
Visitors do not get my replies by email
Replies are emailed only when the visitor has left, gave an email address, and has not asked to stop. Ask them to check their spam folder. If you send from your own address, check your mail server settings and the SPF, DKIM and DMARC records. Read reply emails to visitors who left.
Emails are failing or stuck
Open Settings → Operations. Queue health shows delayed and held items; Problems shows the reason for each failure. Guides: queue health and problems and alerts.
My support mailbox will not connect
Check the server, port, username and password. Gmail and Outlook need an app password. See reading a mailbox over IMAP.
A channel stopped working
Open Channels, find the connection (its status and any error are shown in the list), click Edit and then Save and check. An expired or rejected token is the usual cause: save a new one and turn messaging on again. Setup guides: Telegram, WhatsApp, Messenger, Instagram, SMS, Viber, LINE, Discord, X, Google Play and eBay.
I do not get notifications
Allow notifications for the desk in your browser, then check Settings → Notifications. Tick Notify this device even when the desk is closed on each device. On an iPhone or iPad, add the desk to your Home Screen first. If the desk shows You're offline or Reconnecting…, it catches up by itself once the connection is back. See notifications and your status.
A call will not connect
Allow the microphone and camera, and read the Calls card in Settings → Integrations. See audio and video calls.
I cannot sign in
- Use Forgot password? on the sign-in page.
- With two-step sign-in, use a backup code if your phone is not to hand.
- If your workspace was suspended, the sign-in page says so. Contact support.
More in security and privacy.
The assistant says the wrong thing or has stopped answering
Check that your knowledge base covers the topic. If the AI budget is used up, the assistant hands chats to your team until next month: see AI budget and usage. Run the safety check after changes.
Still stuck?
Tell support which website it is, what you expected, what happened, and any message you saw.