Troubleshooting guide: Why is the widget not showing on my website?

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  • Daniel Garcia

    Please make a warning some minutes before you close the chats, I was fixing my order on a website which has support until 2pm and at around 1:40 the chat just disappeared (both times are central time), tried incognito mode the chat box is not there anymore.

  • Tilly Martin

    Hello, I have a customer who has been in touch to say that the chat widget (on our help centre and in their software application that we supply) no longer appears at all. Is there anyway this could be being blocked somehow? Or is there a way I can check any common issues?


    All agents are online and it appears for other customers. He is using the latest version of Chrome and tried Edge too. 

  • Brett Bowser
    Zendesk Community Team

    Hi Tilly,

    If this issue is only occurring for a single customer then most likely this is being blocked on their end.

    You'll also want to confirm this visitor hasn't been banned. If a visitor or their IP address has been banned in the Chat interface, then Chat will be suppressed for that user, or all users at the banned IP address. See Banning visitors for more information.

    The user may also want to double check on their end to make sure the Chat widget is not being blocked by their internet provider since this appears to be happening in multiple browsers.

    Hope this points you in the right direction!

  • Renee


    I have my help center enabled, and I have 4 different sites with 4 different departments set up on chat. I have my departments set up, with the agents set up in them and those departments are linked to each website.  My problem is that despite me setting up the operating hours per department.  The chat widget still appears across all of my websites when one of my agents is online and it is not displaying the help center widget instead?


  • Brett Bowser
    Zendesk Community Team

    Hey Renee,

    We'll most likely need to dig into your Chat configuration to determine the cause here. I'm going to generate a ticket on your behalf and pass this over to our Customer Advocacy team for further assistance.

    You'll receive a follow-up email shortly stating your ticket has been created.


  • Torsor

    Brett Bowser Renee - What was the solution for this problem? I'm having somewhat similar issue.

    My issue is that the Help widget appears, but when I click on "Help", the Chat feature appears. I then decided to do the following:

    • go to Settings --> Widgets
    • Turn off Chat
    • Leave Help Center On

    Results: The web widget stopped appearing. 

    Here's the end-user experience that I'm trying to achieve:

    • User clicks on the "Help" button
    • Help Search widget opens up where the user can ask a question and receive top recommendations 
  • Brett Bowser
    Zendesk Community Team

    Hey Torsor,

    It looks like you were able to get your issue resolved from this post: Help center is not visible to end user

    Let us know if you have any other questions!


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