> ## Documentation Index > Fetch the complete documentation index at: https://sitegpt.ai/docs/llms.txt > Use this file to discover all available pages before exploring further. # Solve common problems > Find the cause and the fix for common problems with the widget, answers, content, chat channels, sign-in, and plans. 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](mailto:support@sitegpt.ai) with your chatbot ID and a description of what you see. > [!TIP] > > 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 widget ### The chat button does not show on my website Check these causes in order. | Cause | Fix | | - | - | | The embed code is not on the page. | Open the page source and search for `widget/YOUR_CHATBOT_ID.js`. If it is missing, add the code again. See [Add the chatbot to your website](/docs/guides/install/add-to-website.md). | | Your website is not in **Allowed Domains**. | If **Settings** > **General** > **Allowed Domains** has any domains, the widget only shows on those domains and their subdomains. Add your domain. The browser console shows: "SiteGPT: the chat widget is not enabled for ... Add this domain under Settings > General > Allowed Domains in the SiteGPT dashboard." | | The page is in **Excluded Pages**. | Remove the page from **Settings** > **General** > **Excluded Pages**. See [Control where the chatbot appears](/docs/guides/install/control-where-it-appears.md). | | Your website or CDN serves an old, cached copy of the page. | Clear the cache in your website builder, caching plugin, or CDN. Then check the page in a private window while signed out of your website. | | Your subscription is not active, for example because a trial ended. | The widget does not load for chatbots whose account has no active plan. Check your plan on the **Billing** page. See [Billing](/docs/guides/account/billing.md). | | The button is hidden only on phones. | If the embed code has `mobile=false`, the button does not show on screens narrower than 640 pixels. Remove it to show the button on phones. | ### The chat button is there, but I cannot see the icon **Cause:** The launcher shows a white icon on a colored background. The background is your **Icon Background Color**, or your **Primary Color** if that is empty. If this color is white, or **Transparent Icon Background** is on over a white page, the icon is white on white. **Fix:** In **Appearance**, set **Icon Background Color** to a dark color, or change **Primary Color**. You can also turn off **Transparent Icon Background**. Select **Save Changes**. See [Appearance](/docs/guides/widget/appearance.md). ### The tooltip does not show **Cause:** The tooltip shows on each page load until the visitor closes it or opens the chat. After that, it stays hidden in that browser. This is expected. The tooltip is also hidden when **Hide Tooltip** is on, and on pages in **Excluded Pages**. **Fix:** Open your website in a private window to see the tooltip again. Check that **Hide Tooltip** is off in **Appearance**. ### 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. ### The chatbot shows a "Try asking again" button **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](mailto: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](/docs/guides/install/control-where-it-appears.md#allow-only-your-own-websites). ### 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](/docs/guides/account/billing.md). ### 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. ### The send button is turned off and the count under the message box is red **Cause:** The message is longer than the limit. See [Chat message length](/docs/reference/plans-and-limits.md#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](/docs/reference/plans-and-limits.md#what-happens-when-messages-run-out). **Fix:** The owner can [add messages or upgrade the plan](/docs/guides/account/billing.md). 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](/docs/guides/answers/add-disclaimer-and-consent.md). ## Answers ### The chatbot gives a wrong or outdated answer See [Fix a wrong answer](/docs/guides/answers/fix-a-wrong-answer.md). 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](/docs/guides/answers/keep-answers-on-topic.md#limit-messages-per-conversation). 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](/docs/guides/answers/keep-answers-on-topic.md#what-happens-with-harmful-messages). ## 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. | Error | Cause | Fix | | - | - | - | | "The website blocked access to this page. Check that the URL is publicly reachable and not behind a login or bot protection." | Bot protection, such as a firewall, blocked the import. Or the page needs a login. | Ask your website team to allow the import, or add custom headers that your firewall accepts. For pages behind a login, add them as a list of links with a login cookie or token in **Custom Headers (Optional)**. See [Pages behind a login](/docs/guides/content/add-website.md#pages-behind-a-login). | | "The page could not be found (404). Check that the URL still exists." | The URL is wrong, or the page was removed. | Check the URL in a browser. Fix it or delete the link. | | "The page took too long to respond. Please try syncing again." | The website was slow. | Try the import again later. | | "Processing stopped before it finished. Resync the document to train it." | Processing of the page stopped and did not finish. | Resync the page. See [Fix failed links](/docs/guides/content/add-website.md#fix-failed-links). | | "Your plan's page limit was reached while processing this source." | You used all the pages in your plan. | See [Page limit reached](#page-limit-reached). | ### 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:** 1. Delete content you do not need from **Website Links** and **Files & Data Sources**. 2. When you import again, exclude paths you do not need. See [Add your website](/docs/guides/content/add-website.md). 3. If you still need more pages, upgrade your plan. See [Plans and limits](/docs/reference/plans-and-limits.md). ## 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](/docs/guides/leads/collect-leads.md). ## 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](/docs/integrations/whatsapp.md#reply-from-the-dashboard), [Messenger](/docs/integrations/messenger.md#reply-from-the-dashboard), and [Email](/docs/integrations/email.md#reply-from-chat-history). On the other channels, reply inside that tool. See [Integrations](/docs/integrations/overview.md). ## 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 on SiteGPT`. Both come from `hello@auth.sitegpt.ai` or `hello@tx.sitegpt.ai`. **Fix:** 1. Check your spam and quarantine folders. 2. Ask your IT team to allow mail from `auth.sitegpt.ai` and `tx.sitegpt.ai`. 3. 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:** 1. Request a new link from the sign-in page and open it within 1 hour. 2. On the page that opens, select **Continue to SiteGPT**. 3. 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. 4. If it still fails, email [support@sitegpt.ai](mailto:support@sitegpt.ai). See [Sign in and profile](/docs/guides/account/sign-in-and-profile.md). ### 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 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:** 1. 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. 2. Check that the invite still shows under **Pending Invitations** on the **Members** page. If it is not there, invite the person again. 3. 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](/docs/guides/account/team-members.md#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](/docs/reference/plans-and-limits.md) 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](mailto:support@sitegpt.ai). See [Integrations](/docs/integrations/overview.md). ### 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:** 1. 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](/docs/developers/authentication.md#create-a-token). 2. For the old API or identity verification, sign in as the account owner and open **Billing**. The key is under **Current Plan**. 3. If the legacy key is not there on the Growth plan or above, reload the page. Then email [support@sitegpt.ai](mailto:support@sitegpt.ai). For all credential types, see [Authentication](/docs/developers/authentication.md). This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.