Troubleshooting

Start with the section that matches the symptom. Each one goes from the most common cause to the least.

The widget does not appear

1. Wrong Organization ID. Compare the value in your snippet with Widget Setup. A wrong ID shows "Organization not valid" inside the window if you manage to open it; a missing attribute logs "data-organization-id attribute is required" in the browser console and draws nothing.
2. The site is not on your allowed domains. Open the launcher: the message "This website is not allowed to use this chat widget" means the page's domain is missing from Widget Customization → Allowed Domains. Add it and save; the change is immediate for new sessions.
3. A cache is serving the old page. You see the widget while logged in to your CMS but visitors do not: your host or a caching plugin is serving pages rendered before the snippet was added. Purge the cache. The WordPress plugin does this for you on save.
4. The snippet is on one page only. Paste it into the site-wide footer or layout, not a single page's embed block.
5. An ad blocker or strict privacy extension on your own browser can block the frame. Test in a private window.
6. The visitor's country is blocked. "Chat is not available in your region." means their country is on Widget Customization → Blocked countries. Remove the code and save; the visitor clicks Try again.

The widget opens but stays blank or errors

• "The chat couldn't load" or "The chat is taking too long to load" point to a network problem between the visitor and PepoChat, or a content-security policy on your site that blocks frames from widget.pepochat.com. Allow that origin in your CSP frame-src.
• "This chat session has ended" appears after a tab has been open for a very long time; the Start a new chat button fixes it.
• The hosted chat page shows the allowed-domains error. A non-empty allowed-domains list blocks the hosted page until you switch on Allow the hosted chat page on the Widget Setup card.
• The Test the agent drawer says "This test session has expired." Test sessions last a day. Close the drawer and open it again.

The agent gives wrong or missing answers

• "I don't have specific information about that" means retrieval found nothing relevant. Check that the page or document with the answer is in Knowledge Base, and that it states the fact plainly. See Best practices.
• An outdated answer usually means the page changed or two sources disagree. Click Sync website pages in the Knowledge Base to re-fetch your site now (it also refreshes weekly on its own), delete the stale source, or re-upload the document with the same name to replace it.
• The answer is right but incomplete for a "how do I…" question: publish a Help Center article for it.
• One specific question keeps going wrong. Add a Q&A pair with the question as visitors ask it and the answer you want; it takes effect in moments.
• The agent ignores an instruction. Instructions shape tone and add refusals, but the base rules win: they cannot make the agent invent facts or skip the handoff. Check the text is saved (reload the page) and try it in the Test the agent drawer. See Agent instructions.

A Notion or Google Drive sync fails

• "Access revoked" on the connection row means the provider no longer accepts the connection, usually because PepoChat was removed under Notion's Connections or your Google account's third-party access. Click Reconnect; your selection is kept.
• "Sync failed" shows a short reason on the row. A common one is the plan's knowledge-base limit; free space or upgrade, then Sync now.
• A page is missing. In Notion, the page must be shared with PepoChat on the consent screen and, if you picked specific pages, ticked under Choose pages. In Google Drive, only files picked in the picker are synced; folders are not expanded, so pick the files inside them.
• A Google Sheet is incomplete. Only the first sheet of a spreadsheet is synced.
• Nothing happens after Save and sync. One import runs at a time per workspace; the sync starts when the running website import or sync finishes.

The agent stopped replying

• The conversation is escalated or resolved. The agent only replies while a conversation is unresolved. Set it back to unresolved from the inbox if you want the agent to continue.
• A Free workspace has used its 200 replies for the month. Visitors see "Our team will reply to you right here" and conversations land in your inbox until the first of next month, or until you upgrade.
• Replying from the inbox escalates the conversation on purpose, so the agent does not talk over you.

Booking does not offer times

• No meeting type is enabled under Appointments, or the PepoSmart API key is invalid ("Could not load event types from PepoSmart").
• The meeting type is a paid event, which the agent never offers.
• The next 14 days are fully booked; the agent will say so and offer a person.

An integration action fails

Click Test on the action; the status and message tell you what the tool answered.

Actions you add with a key start disabled; check the switch on the card after testing.

Verification emails do not arrive

Codes come from PepoChat's sending domain and expire in 10 minutes. Ask the visitor to check spam and to use Resend code after the 60-second cooldown. "Too many attempts" means five wrong codes; request a new one.

Escalation emails do not arrive

• The member has switched off Email me when a visitor needs a person under Profile → Notifications.
• The same conversation was escalated less than 6 hours ago; a conversation emails at most once in that window.
• The escalation was caused by your team, by changing the status or replying from the inbox. Only the agent's own escalations send email.
• Check spam: the sender is PepoChat's sending domain and the subject starts with "A visitor needs a person".

A two-factor code is not accepted

• Codes change every 30 seconds; make sure your phone's clock is set automatically and type the current code.
• "This sign-in attempt has expired" means more than 10 minutes passed since you entered your password. Sign in again.
• Use Use a backup code instead with one of your saved codes; each works once and letter case matters.
• Lost the app and the codes? Contact support to reset two-factor authentication on your account. See Two-factor authentication.

Team invitation problems

• The invitee must accept with the same email the invitation was sent to, and that email must be verified. Otherwise they see "Invitation unavailable".
• Invitations expire after 7 days; use Resend.
• "All seats are taken": pending invitations count as seats. Cancel one or add seats under Plans & Billing.

Still stuck?

Contact support with your workspace, the page where it happens, and the exact error text.