If you’re unable to see the chat bubble for help, it’s usually due to browser or device settings. Follow the steps below - most issues are resolved within the first few steps.
Quick checks
Start here first:
Disable any ad blockers or privacy extensions
Try an incognito or private browser window
Refresh the page
If the chat bubble still isn’t showing, continue below for additional checks:
Disable ad blockers or privacy extensions
Ad blockers and privacy tools are the most common reasons the chat bubble doesn’t appear.
This includes:
AdBlock or AdBlock Plus
uBlock Origin
Privacy Badger
Ghostery
Built-in browser privacy settings (especially in Firefox)
What to do:
Temporarily disable any ad blockers or privacy extensions
Or add our website to your extension’s allowlist
Refresh the page and check for the chat bubble
Try an incognito or private window
Incognito or private browsing disables most extensions automatically.
How to try it:
Open an incognito/private window
(Mac: Cmd + Shift + N | Windows: Ctrl + Shift + N)Visit our website again
Check if the chat bubble appears
If it works here, an extension is blocking it in your regular browser.
Try a different browser
Some browsers have stricter privacy settings that can block chat tools.
Recommended test:
If you’re using Firefox or Brave, try Chrome or Edge
Refresh the page and check for the chat bubble
Using Google Chrome? Try these extra steps
If you’re using Google Chrome and the chat bubble still isn’t showing, try the steps below.
Check Chrome extensions
Open Chrome
Go to Settings > Extensions
Temporarily disable all extensions
Refresh the page and check for the chat bubble
If the chat appears, re-enable extensions one at a time to find which one is blocking it. Once identified, add our site to that extension’s allowlist.
Allow cookies for our site
Go to Chrome Settings
Select Privacy and security > Cookies and other site data
Make sure cookies are allowed
If third-party cookies are blocked, add our site as an exception
Refresh the page
Check site permissions
Visit our website
Click the lock icon next to the address bar
Select Site settings
Make sure JavaScript is allowed
Reload the page
Update Chrome
Go to Chrome Settings > About Chrome
Install any available updates
Restart Chrome and try again
Using Safari?
Try these extra steps
If you’re using Safari on macOS or iOS and the chat bubble isn’t showing, try the steps below.
Disable content blockers for our site
Safari’s content blockers can prevent the chat bubble from loading.
What to do:
Open Safari and visit our website
Click Safari > Settings (or Preferences)
Select the Websites tab
Click Content Blockers
Turn content blockers off for our site
Refresh the page
Allow cross-site tracking (temporarily)
Safari may block features required for chat to load.
Steps:
Open Safari > Settings
Select Privacy
Temporarily uncheck Prevent cross-site tracking
Refresh the page and check for the chat bubble
You can turn this setting back on after testing.
Check JavaScript settings
JavaScript must be enabled for the chat bubble to appear.
Steps:
Open Safari > Settings
Select Advanced
Make sure JavaScript is turned on
Reload the page
Clear Safari website data
Old site data can interfere with loading the chat.
Steps:
Open Safari > Settings
Select Privacy
Click Manage Website Data
Search for our site and remove it
Refresh the page
Try a private window
Private browsing disables many extensions and cached data.
Steps:
Open File > New Private Window
Visit our website again
Check if the chat bubble appears
Update Safari
Outdated versions of Safari can cause loading issues.
Steps:
Make sure macOS and Safari are fully up to date
Restart Safari and try again
Clear the cache and refresh the page
Cached data can sometimes interfere with the chat loading.
What to do:
Clear your browser’s cache and cookies (for our site)
Hard refresh the page
(Mac: Cmd + Shift + R | Windows: Ctrl + Shift + R)
Check your screen, zoom settings (not the platform but zoom settings), and device
The chat bubble usually appears in the bottom-right corner of the screen.
Make sure to:
Scroll to the bottom-right of the page
Reset your browser zoom (Cmd/Ctrl + 0)
Try both desktop and mobile if possible
On smaller screens or high zoom levels, the chat bubble may be hidden off-screen.
Check VPNs or security software
VPNs, antivirus software, or work networks can sometimes block chat tools.
If applicable:
Temporarily disable your VPN
Check antivirus or network restrictions
Refresh the page and try again
Still not seeing the chat bubble?
If the steps above don’t resolve the issue, please contact us another way and include:
The browser and device you’re using
Whether you have ad blockers, extensions, or a VPN enabled
A screenshot of what you’re seeing (if possible)
We’ll help get you connected as quickly as possible.