# Troubleshooting: fix the most common Frosvo problems Source: https://frosvo.com/docs/troubleshooting Updated: 2026-10-22 Start here when something does not work: the chat is missing, emails or channel messages do not arrive, notifications are silent, a mailbox will not connect, or you cannot sign in. 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 1. View the page source and search for `w.js` to confirm the snippet is on the page, and that it is this website's snippet. 2. Check the website's address is listed in **Settings → Websites**. The chat only opens on the addresses listed there. 3. Clear your site's cache or your builder's published version, then reload. 4. Press **Check my site** on the Get started screen to see what Frosvo finds. 5. On WordPress, administrators do not see the chat by default, so test in a private window. Full guides: [install the chat](/docs/install-widget) and [platform plugins](/docs/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](/docs/own-email-sending) and the [SPF, DKIM and DMARC records](/docs/email-deliverability-spf-dkim-dmarc). Read [reply emails to visitors who left](/docs/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](/docs/queue-health) and [problems and alerts](/docs/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](/docs/read-a-mailbox-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](/docs/telegram-setup), [WhatsApp](/docs/whatsapp-setup), [Messenger](/docs/messenger-setup), [Instagram](/docs/instagram-setup), [SMS](/docs/sms-twilio-setup), [Viber](/docs/viber-setup), [LINE](/docs/line-setup), [Discord](/docs/discord-setup), [X](/docs/x-direct-messages-setup), [Google Play](/docs/google-play-reviews-setup) and [eBay](/docs/ebay-setup). ## 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](/docs/notifications-and-presence). ## A call will not connect Allow the microphone and camera, and read the Calls card in **Settings → Integrations**. See [audio and video calls](/docs/audio-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](/docs/security). ## The assistant says the wrong thing or has stopped answering Check that your [knowledge base](/docs/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](/docs/ai-budget-and-usage). Run the [safety check](/docs/assistant-safety-check) after changes. ## Still stuck? Tell [support](/docs/support) which website it is, what you expected, what happened, and any message you saw. ## Common questions ### Where can I see what has gone wrong in my workspace? Open Settings, then Operations, then Problems. It lists failed emails, rejected channel tokens, mailbox failures and switched-off webhooks, with the reason. ### Who should I contact if nothing here helps? Use the support page. Tell us the website, what you expected, what happened, and any message you saw on screen.