Find your problem below. Each entry lists the likely causes and how to fix them. If your problem is not here, or the fix does not work, email support@sitegpt.ai with your chatbot ID and a description of what you see.
Many widget problems only happen in one browser, because the widget remembers some choices in that browser. To see what a new visitor sees, open your website in a private (incognito) window.
The chat does not open automatically
Cause: One of these applies:
- Auto-open is set by Open chat window (In desktop) and Open chat window (In mobile). The delay fields do nothing on their own.
- After a visitor closes the chat once, it does not open automatically again in that browser. This is expected.
- The chat does not open automatically on pages in Excluded Pages.
- The chat does not open automatically on phones if the embed code has
mobile=false, or anywhere if it has hideButton=true.
Fix: In Appearance > Auto Open Chat Window, select Always open automatically (after delay) for desktop, mobile, or both. Select Save Changes. Test in a private window.
Cause: The chatbot could not create a reply. This is usually a short, temporary problem. It can also happen when many messages come from the same network in a short time, for example from many people in one office.
Fix: Wait a few seconds, then select Try asking again. If it happens for every message, or on all your chatbots, email support@sitegpt.ai.
The hosted chat page shows “This chat opens on its website”
Cause: The chatbot has Allowed Domains, and the page did not open from a website in the list or from your SiteGPT dashboard. The page says “The owner of this chatbot made it available only on their own website. Open it from there.” This happens when someone types or pastes the link, opens a bookmark or a QR code, or selects the link in an email or an app.
Fix: Open the chat from your website, or select Chat with your chatbot on the chatbot’s Dashboard page. To share a public chat link, remove all domains from Settings > General > Allowed Domains. See Control where the chatbot appears.
The hosted chat page shows “This chat is not available”
Cause: The page also says “It may have been removed, or it is not answering right now.” The chatbot was deleted, the chat link has a wrong chatbot ID, or the chatbot owner has no active plan.
Fix: Check the chatbot ID in the link against your Installation page. Check the owner’s plan on the Billing page. See Manage your plan and billing.
Visitors see a “Verify you are human” box in the chat
Cause: The chat sometimes asks a visitor to confirm that they are a person. The box shows above the message box. Most visitors never see it.
Fix: This is expected. The visitor completes the box, and the chat continues. Your website needs no change. The check runs inside the chat, so your website’s Content Security Policy does not need a new entry.
Visitors see “We couldn’t verify this browser.”
Cause: The chat checks the visitor’s browser before it sends each message, and refuses the message when the check fails. This browser could not complete the check. An ad blocker, a privacy extension, or a company network that blocks challenges.cloudflare.com often causes this.
Fix: The visitor allows challenges.cloudflare.com in the ad blocker or extension, then sends the message again. The message stays in the message box. Your website needs no change.
Cause: The message is longer than the limit. See Chat message length.
Fix: Make the message shorter, or send it in parts.
Visitors see “This message can’t be sent. Please rephrase your question.”
Cause: The message contains a system prompt, a copy of a chat, or a request to ignore the chatbot’s instructions. The chat does not send these messages, and they do not count toward your messages. The message stays in the message box.
Fix: The visitor changes the message and asks the question in plain words.
Visitors see “You have exceeded the allowed usage for your plan.”
Cause: The chatbot owner’s plan has no messages left this month, and the plan stops the chat when this happens. See What happens when messages run out.
Fix: The owner can add messages or upgrade the plan. Usage resets on the 1st of each month.
The terms checkbox shows again after the visitor accepted it
Cause: The acceptance is not saved. After a reload, the visitor must check the box again, even when Hide Terms After Acceptance is on.
Fix: None at this time. See Add a disclaimer and a consent checkbox.
Answers
The chatbot gives a wrong or outdated answer
See Fix a wrong answer. The most common cause is old information that is still in a page, file, or custom response.
Visitors see “You’ve reached the maximum number of messages for this conversation.”
Cause: Limit Messages Per Conversation is on in Settings > General, and the conversation reached Max Messages Per Conversation.
Fix: Visitors can select Start a new conversation. To allow longer conversations, raise the number or turn off the limit. See Keep answers on topic. If the setting shows a lock icon, the plan of the chatbot owner does not include it, and the limit does not apply.
Visitors see “I’m not able to respond to that. Please try rephrasing your question.”
Cause: The automatic check for harmful content blocked the message.
Fix: The visitor can ask again in other words. You cannot change this message or turn off the check. See Keep answers on topic.
Content
A website import failed
In Website Links, find the failed page. Hold the pointer over its Failed status to see the error message. Match it below.
Page limit reached
Cause: Your content uses all the pages in your plan. One page is 2,500 characters of cleaned text. A website import can also pick up large pages that you do not need, such as data feeds or files.
Fix:
- Delete content you do not need from Website Links and Files & Data Sources.
- When you import again, exclude paths you do not need. See Add your website.
- If you still need more pages, upgrade your plan. See Plans and limits.
Leads
Lead settings do not save: ”… is a reserved field name”
Cause: A custom field in your lead form uses the field name message or reason. These names are reserved.
Fix: In Leads > Leads Settings, rename the field, for example to message_details. Then save. See Collect leads.
Chat channels
A reply from Chat History did not reach the person
Cause: On WhatsApp, Messenger, and email, SiteGPT sends your reply to the person, but the channel can refuse it. The reply then stays in the transcript, and SiteGPT shows a message that says why. Most often, too much time passed since the person’s last message: 24 hours on WhatsApp, and on Messenger 24 hours, or 7 days if your Meta app has Meta’s Human Agent approval. On Slack, Google Chat, Crisp, Freshdesk Messaging, Zoho SalesIQ, and Zendesk, replies from Chat History never go to the person.
Fix: Follow the steps for the message that you see. See WhatsApp, Messenger, and Email. On the other channels, reply inside that tool. See Integrations.
Sign-in and account
The sign-in email does not arrive
Cause: Email filters often hold sign-in emails. A sign-in email has the subject “Sign in to SiteGPT”. An invitation email has the subject You are invited to <chatbot name> on SiteGPT. Both come from hello@auth.sitegpt.ai or hello@tx.sitegpt.ai.
Fix:
- Check your spam and quarantine folders.
- Ask your IT team to allow mail from
auth.sitegpt.ai and tx.sitegpt.ai.
- Request a new link from the sign-in page. You can request a new link at any time.
The sign-in link does not work
Cause: The sign-in page shows “Sign-in failed. Please check your details and try again.” when the link no longer works. Each link expires after 1 hour and works one time. SiteGPT uses the link when you select Continue to SiteGPT on the page that the link opens. If you selected Continue to SiteGPT before, or the hour passed, the link no longer works. Email security tools that only open the link, for example Microsoft Safe Links, do not use it up.
Fix:
- Request a new link from the sign-in page and open it within 1 hour.
- On the page that opens, select Continue to SiteGPT.
- If the page says “This page no longer has your sign-in link.”, it was reloaded before you selected the button. The link still works. Open it from the email again.
- If it still fails, email support@sitegpt.ai.
See Sign in and profile.
An invited person does not see the chatbot
Cause: The person did not accept the invite yet, they declined it, or they signed in with another email address. Signing in alone does not accept an invite, also in the iPhone app. The invitation email has the subject You are invited to <chatbot name> on SiteGPT. It comes from hello@auth.sitegpt.ai or hello@tx.sitegpt.ai. The Accept invitation button in the email works for 1 hour.
Fix:
- Ask the person to sign in at sitegpt.ai with the invited email address. On the Chatbots page, under Pending Invitations, they select Accept and confirm.
- Check that the invite still shows under Pending Invitations on the Members page. If it is not there, invite the person again.
- To send the invitation email again, invite the same email address again with the same role. SiteGPT sends the email for the pending invite again.
See Invite a team member.
An integration is locked
Cause: When you select a locked integration, you see “You do not have access to this integration.” Integrations need the Growth plan or above, and some need a higher plan. Integrations are not available in HIPAA workspaces.
Fix: Check your plan in Plans and limits and upgrade if needed. If the integration is still locked after you upgrade, sign out and sign in again. If it is still locked, email support@sitegpt.ai. See Integrations.
I cannot find my API key
Cause: SiteGPT has two kinds of credentials, and they work with different tools:
- An API token works with API v2, the TypeScript, Python, and Go SDKs, the CLI, and the local MCP server. You create it yourself on the Agents page. API tokens need the Growth plan and above.
- The legacy API key works only with the old API (v0 and v1) and with widget identity verification. It shows on the Billing page as “Your API Key is …”. It shows only on the Growth plan and above, and only to the account that owns the plan. You cannot create or change it.
Fix:
- For API v2, the SDKs, the CLI, or the local MCP server, create an API token. AI apps that use the remote MCP server connect with OAuth instead. See Create a token.
- For the old API or identity verification, sign in as the account owner and open Billing. The key is under Current Plan.
- If the legacy key is not there on the Growth plan or above, reload the page. Then email support@sitegpt.ai.
For all credential types, see Authentication. 
