Troubleshoot widget installation and verification

If a domain remains Verifying or the widget does not appear, the cause is usually a mismatch between the saved domain, the script on the published website, and the page being tested. Working through those three areas in order is faster than repeatedly reinstalling the code.

This guide starts with the simplest checks and then helps you isolate website changes that may have affected an installation that worked before.

In this article, you'll learn:

• How to check the domain entry
• How to confirm the script is installed globally
• How to test the published website
• How to confirm the widget is enabled
• How to investigate a widget that stopped working

Check the domain entry#

Begin with the hostname because verification is tied to the exact website address. Compare what appears in the browser with what you entered under Installation.

• Enter only the hostname, without http://, https://, a path, or query string.
• Match the exact public hostname. For example, a main domain and a separate shop or help subdomain are different targets.
• Test the public production address, not a local development server or private preview.

Check script placement#

If the hostname is correct, confirm that the public website contains the script for this project:

1. Return to Settings > Chat widget > Installation and select the domain.
2. Use Copy script again to ensure the code belongs to the selected project.
3. Confirm it appears once in the site's shared document head, before </head>.
4. Confirm the shared layout covers every page where chat should load.
5. Publish or deploy the change.

Page-specific placement explains many cases where the widget works on one route but not another. Duplicate placement can also cause loading problems, so keep one copy in the shared head.

Check the published result#

Website builders and hosting layers may continue serving an earlier version after you save. Test what an ordinary visitor receives:

• clear website, CMS, hosting, and CDN caches;
• open a private browser window;
• disable a content blocker temporarily for the test;
• confirm your consent configuration permits the script in the state you are testing;
• inspect more than one public page.

Return to Installation and select Refresh check only after the corrected version is public. Otherwise the next check will see the same unchanged page.

Check enablement#

An Active domain has passed installation verification, but that does not automatically make chat visible. Select the domain, turn on Enable chat widget on this website, and wait for the save to complete.

Open a fresh private window after enabling it. An existing page can still show the state it loaded before the setting changed.

Isolate recent website changes#

If a working widget stopped appearing, start with what changed most recently. Review updates to the global layout, published theme, tag manager, content security policy, consent manager, or domain redirects. A theme switch or framework deployment may have replaced the file that contained the script.

Restore the script in the current shared layout, publish again, and repeat the private-window test before changing unrelated Zeltino settings.

For the full release test, use Test the complete visitor experience.