The widget disappeared or doesn't show for some visitors
The chat bubble used to work, or works for some people but not others. Check paused websites, blocked visitors, page rules, allowed domains and overlaps.
On this page
If you’re installing Pengo for the first time and the bubble has never appeared, start with Verify your installation. This article is for when the widget used to show, or shows for some visitors but not others.
#Check that the website isn’t paused
Go to Settings Workspace Websites . If the website’s card says Paused on your plan, the widget doesn’t show on it.
This happens when you have more websites than your plan includes, for example after moving to a smaller plan or to Free when a trial ends. Your oldest websites stay live and the newer ones pause. Nothing is deleted. Upgrade, or remove a website you no longer need, and the paused one comes back. See Paused websites.
#Check that your workspace isn’t on hold
If Account menu Billing says Your workspace is on hold., the widget is hidden on every website until billing is sorted out. Only the workspace owner can see Billing.
#Check the rules that hide it on purpose
These settings hide the launcher for some visitors or pages. That’s often why it shows for one person and not another.
| Setting | Where | Hides the launcher |
|---|---|---|
| Hide on phones | Settings Chat widget Style , under Placement | On small screens |
| Show on these pages only | Same place | On every page that doesn’t match a rule |
| Hide widget while offline | Settings Chat widget Forms , under Offline | For new visitors while nobody can answer |
pengo('hide') | Your site’s code | Wherever your code calls it |
A visitor who already has a conversation keeps the launcher when you’re offline, so they can finish it. And if Pengo Intelligence is answering chats, Hide widget doesn’t hide it, because there’s someone to answer. See Control where the widget shows.
If a developer added pengo('hide'), for example on a checkout page, search your site’s code for it. See the JavaScript API.
#Check that you haven’t blocked yourself
Visitors in Settings Security Blocked visitors can’t use the chat, and the widget hides for them. A block on an IP address applies to everyone who shares that address, such as everyone in your office or on the same network. If a teammate blocked an address while testing, the widget can disappear for your whole team.
Find the entry in the list and click its delete (bin) button, labelled Remove ban. The browser remembers a block for up to an hour, so check again in a new private window.
#Check your allowed domains
If Restrict widget to allowed domains is on in Settings Security Allowed domains , the widget only loads on domains in that list. Each entry is one exact domain, so it stops showing when your site moves to a new address. For example:
- You switched from
www.example.comtoexample.com, or back. - You added a subdomain, such as
shop.example.comorhelp.example.com. - You launched on a new domain.
Add each new domain to the list. See Allowed domains.
#Check that the snippet is still on your site
A new theme, template or site redesign can drop the snippet. View your page’s source and search for Pengo Widget. If it’s gone, add the snippet again from Settings Workspace Websites .
Open your browser’s developer console on your site and look for messages that start with [Pengo]:
| Message | What it means |
|---|---|
[Pengo] Missing propertyId | The snippet on the page has no website ID. Copy it again rather than editing it by hand. |
[Pengo] Failed to load settings | The widget couldn’t load your website’s settings. Check that the website ID matches a website in your workspace, and that nothing blocks https://app.pengo.chat. |
Ad blockers, privacy extensions and a Content Security Policy can also block the widget for some visitors. Verify your installation covers both.
#The launcher is covered, or covers something
The widget sits in its own layer above your page. The launcher is isolated from your site’s styles, and the chat window runs in a frame, so your CSS can’t restyle or break it. Pengo also places the launcher above almost everything else on the page.
If something still overlaps it, such as a cookie banner, a “back to top” button or another chat tool in the same corner, move the launcher:
-
Go to Settings Chat widget Style and scroll to Placement.
-
Pick another Position: Bottom right, Bottom left, Top right or Top left.
-
Or nudge it with From the side (px) and From the bottom (px) (or From the top (px)), from 0 to 120.
-
Click Save changes at the top of the page.
If your site has two chat tools in the same corner, consider removing the one you no longer use.
#Still stuck?
Email support@pengo.chat with your website’s address, the page where the widget is missing, and a screenshot of your browser console.
Common questions
I removed a block but the widget still doesn't show for me. Why?
A browser that was blocked remembers it for up to an hour. Test in a new private window, or wait an hour.
Can my site's CSS break the widget's look?
No. The launcher runs in its own isolated layer and the chat window is a frame, so your site's styles don't reach it. Change its look in Settings › Chat widget › Style.
Why does the widget show for my teammates but not for me?
Usually something specific to your browser or network, such as an ad blocker, a block on your IP address, or the page rules for the page you're on. Try a private window with extensions turned off.
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