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Widget not appearing

What to check when the chat button doesn't show up after embedding the script on your site.

If you don't see the chat button after pasting the script and refreshing the page, the culprit is usually one of the things below. Work through the list one item at a time.

1. Check the cache

In your browser, press Ctrl + Shift + R (Windows / Linux) or Cmd + Shift + R (macOS) to force the page to reload without the cache.

If you use a CMS with its own cache (e.g. WordPress with a cache plugin), clear it in the admin panel.

2. Open the browser console

Press F12 to open the developer tools and go to the Console tab.

Message: Refused to load script ... CSP

Your Content Security Policy is blocking the script. Add https://cdn.fibly.io to the allowed script-src sources and https://api.fibly.io to connect-src, in your server's HTTP headers or in your security plugin's configuration (e.g. Wordfence, iThemes Security).

Message: 404 fibly-widget.js

The script wasn't inserted or the address contains a typo. Open the page source (Ctrl + U) and check that the snippet looks exactly as it does in the Fibly dashboard on the Widget screen, in the Install section.

Message: Mixed Content

Your page loads over HTTPS, but the script was entered as HTTP. Change the address to https://cdn.fibly.io/widget/fibly-widget.js.

3. Check the Network tab

In the developer tools, open the Network tab and refresh the page. Filter the list by the name fibly. A request to cdn.fibly.io with status 200 should appear.

If you see status 403 or 0, the problem lies with a firewall or a plugin blocking scripts.

Then look for a request to api.fibly.io/api/chat/settings, which the widget sends right after loading:

  • status 404: your site's address isn't added under Settings, Domains, or it's added in a different form (see point 4),
  • status 403: your workspace has no active plan (see point 5).

4. Check domain verification

The script loads only on domains that have been verified in the dashboard. If the domain has the status Pending or Verification failed, the widget won't appear on the page.

In the dashboard, under Settings, Domains, check that:

  • your site's domain is added,
  • the address exactly matches the one where you embed the widget (including the subdomain, e.g. www. vs. no www.),
  • the status is Verified.

5. Check your plan

The widget doesn't load when your workspace has no active plan. Check your plan under Usage and billing. If you've only run out of credits, the widget still appears.

The widget is also hidden for visitors whose IP address you've blocked under Settings, Bans. If you're testing from such an address, you won't see the widget either.

6. Blocking plugins

If you use uBlock Origin, AdBlock Plus, or another script- blocking extension, they may be blocking the widget. Check by opening the page in incognito mode with extensions disabled or in a separate browser profile.

Still not working

Write to us at kontakt@fibly.pl and include:

  • the address of the page where you're trying to embed the widget,
  • a screenshot of the Console tab from the developer tools,
  • whether the domain has the status Verified in the dashboard.

We usually reply within a few hours on business days.