Troubleshooting

Facebook Messenger is not loading

There are a few known situations where Facebook Messenger can have trouble loading. Please check to see whether your issue is displayed below and then follow the suggested steps. If your issue is not…

Updated 3 years ago by HelpShelf

I'm having issues integrating with HelpScout Beacon 1.0

If you use HelpScout, then integrating it into your HelpShelf widget is straight forward (please see our HelpScout setup guide ). However, there are two versions of HelpScout Beacons - 1.0 and 2.0. 1…

Updated 4 years ago by HelpShelf

My chat provider is not loading when I click the Contact button

When you click the Contact button within HelpShelf (circled below), the chat provider you linked during Setup will appear so that your site visitors and users have a way to reach out to you. However,…

Updated 4 years ago by HelpShelf

Changes to my widget are not appearing on my site

When you make changes to your widget, it will be sent to a queue to be synchronised to the server. This process can take anywhere between 1 and 10 minutes (depending on how busy the queue is at the t…

Updated 4 years ago by HelpShelf

(opens in a new tab)