Troubleshooting.

The widget does not appear on my site

• Check the tag is on the page. Open your site, view the page source and search for data-site. If it is not there, the tag was not saved or your site builder needs publishing.
• Clear caches. Caching plugins and CDNs can serve an old copy of your pages. Clear them after adding the tag.
• Check allowed websites. The address in your browser must match one listed under Where the chat may load on the widget's Installation tab, including www. or not. Check you chose Save changes after editing the list.
• Check your consent tool. If the tag is added through Google Tag Manager or a consent tool, it may be waiting for a choice in the cookie banner.
• Check your Content Security Policy. If your site has one, allow the script address in your snippet and the Askbridge address it connects to.
• Check the workspace is active. A read-only or paused workspace does not answer.

The widget appears but says it cannot connect

• Your site key may be wrong. Copy the snippet from the widget's Installation tab again. If someone rotated the site key, the old snippet no longer works.
• Your address may not be on the allowed list (see above).
• Ad blockers or strict privacy settings in the visitor's browser can block chat tools. Try another browser.

Pages from my website are missing

• Pages disallowed in robots.txt are not read.
• Pages that need a login or only load after a click cannot be read.
• Check include and exclude rules on the source.
• Check your plan's page limit on the Knowledge page.
• Choose Refresh content on the source after changing your site.

An answer was wrong

1. Open the conversation and look at the sources the answer used.
2. If a source is out of date, update the page, file or FAQ, then choose Refresh content on the source.
3. If the right information is missing, add an FAQ.
4. If an off-topic page was used, exclude it from the source.
5. If you need time to fix it, turn the AI off in the meantime.

Askbridge keeps saying it cannot find the answer

That means it could not find a good passage. Check Knowledge, Knowledge gaps and add FAQs for the most common questions. Make sure the relevant source is switched on.

Notifications do not arrive

• Check Email me is on in Settings, Notifications, and look in your spam folder.
• For browser notifications, check This device says Notifications on in Settings, Notifications, and that your device allows them. See Notifications.
• Check you are marked available.

A file will not upload or stays "processing"

• Scanned PDFs (pictures of text) cannot be read. Export a text PDF instead.
• Check the file is PDF, DOCX or Markdown, and that you have not reached your file limit.
• Password-protected files cannot be read.

AI answers have stopped

Check, in this order: the AI answers on switch in Settings, AI and answers, the allowance on the Usage page, and whether a payment has failed. See Turning the AI off.

Still stuck

Email support@vitalos.co.uk with your workspace name, the page address and what you expected to happen. A screenshot helps.