Conversion Widgets - General Troubleshooting Guide

Last Updated: December 2025

Quick Troubleshooting Checklist

Before diving into specific issues, run through this quick checklist:

• ☐ Widget is enabled in Settings → Enabled Widgets
• ☐ Subscription is active (not expired or in trial grace period)
• ☐ Installation code is correctly pasted on website
• ☐ Website is published/live (changes saved)
• ☐ Browser cache is cleared (or testing in incognito mode)
• ☐ JavaScript is enabled in browser
• ☐ No ad blockers or privacy extensions interfering
• ☐ Client ID in installation code matches dashboard
• ☐ At least one configuration is set up (headlines, offers, hours, etc.)

If all items are checked and issue persists, continue to specific troubleshooting below.

Installation Issues

Installation Code Not Working

Problem: Pasted the code but widgets don't appear.

Common Causes:

1. Wrong location: Code pasted in wrong section of website
2. Incomplete code: Part of the code was cut off during copy/paste
3. Multiple installations: Code installed multiple times causing conflicts
4. Platform restrictions: Website builder blocking custom JavaScript
5. Syntax errors: Extra characters or formatting issues

Solutions:

WordPress:

• Use a plugin like "Insert Headers and Footers"
• Paste in footer section (before </body>)
• Verify plugin is active
• Check that theme supports custom code injection

Wix:

• Dashboard → Settings → Custom Code
• Add to "Body - End" section
• NOT in "Body - Start" or Head section
• Ensure code is set to load on "All Pages"

Squarespace:

• Settings → Advanced → Code Injection
• Paste in Footer section (not Header)
• Use Code Block if injecting on specific pages
• Verify site is published (not just saved)

Shopify:

• Online Store → Themes → Actions → Edit Code
• Find theme.liquid file
• Paste before </body> tag (near bottom of file)
• Save and verify no syntax errors

Custom HTML Sites:

• Paste before closing </body> tag
• Add to template/master page (not individual pages)
• Verify no HTML errors in validator
• Check that script tag is properly formatted

Verification Steps:

1. View page source (right-click → View Page Source)
2. Search for your client ID in the source code
3. Verify entire script tag is present
4. Check browser console (F12) for errors

Code Installed But Widgets Still Don't Appear

Problem: Installation code is confirmed in page source but widgets not visible.

Troubleshooting:

Check widget-gateway.js is loading:

1. Open browser console (F12)
2. Go to Network tab
3. Refresh page
4. Look for widget-gateway.js in file list
5. Should show status 200 (success)
6. If 404 or failed, CDN may be blocked

Check for JavaScript errors:

1. Open browser console (F12)
2. Look for red error messages
3. Errors mentioning "widget" or your domain
4. Copy exact error message for support

Check enabled_widgets setting:

1. Log into dashboard
2. Settings tab → Enabled Widgets section
3. Verify at least one widget is checked
4. Save settings even if already checked (forces refresh)

Check subscription status:

1. Dashboard → Billing tab
2. Verify status is "Active" not "Expired" or "Suspended"
3. If expired, update payment method

Domain verification:

• Widgets only load on authorized domains
• Verify your domain matches the "booking_url" in Settings
• If testing on staging/dev domain, contact support to authorize additional domains

Widget Display Issues

Widget Appears on Wrong Pages

Problem: Widget shows on pages where it shouldn't or doesn't show where expected.

For Sidebar & Smart Button Widgets:

Check URL Groups:

1. Dashboard → Widget Configuration tab
2. Review each URL group's settings:
   • Primary Page URL: Main page for this headline group
   • Additional URLs: Extra pages to include
   • Excluded URLs: Pages to specifically exclude

URL matching logic:

• System checks if current page path matches any of your URLs
• Matching is flexible (contains, not exact)
• /services matches /services, /services/landscaping, etc.
• Excluded URLs take precedence (always hide if matched)

Testing:

• Test on each type of page (home, service, blog, etc.)
• Note which URL groups are configured for each
• Verify no overlapping/conflicting rules

For Smart Coupons Widget:

Check Per-Offer URL Targeting:

1. Dashboard → Smart Coupons section
2. Each offer has its own URL targeting
3. Review "Use Custom URL" checkbox per offer
4. Check Primary, Additional, and Excluded URLs for each offer
5. Multiple offers can appear on same page (system picks one)

For After-Hours Widget:

Check business hours:

1. Settings → After-Hours Configuration
2. Verify current time is outside business hours
3. Check timezone is correct
4. Verify day of week is enabled with hours set

Widget Appears Multiple Times

Problem: Same widget displays 2-3 times on the page.

Common Causes:

1. Installation code pasted multiple times
2. Plugin/theme auto-injects code
3. Global template + page-specific injection

Solutions:

1. View page source (right-click → View Page Source)
2. Search for your client ID
3. Count how many times the script tag appears
4. Remove duplicate installations
5. Keep only one instance (preferably in global footer)

Note: It's normal to have ONE script tag that loads ALL enabled widgets. The issue is when the script tag itself appears multiple times.

Widget Covers Important Content

Problem: Widget overlays or blocks site content.

For Sidebar Widget:

Solutions:

• Switch position (Left ↔ Right) in Settings
• Adjust your website's content margins/padding
• Use CSS to modify widget position (advanced)
• Consider Smart Button widget instead

For Smart Button Widget:

Solutions:

• Enable Transparent Mode for less intrusive display
• Adjust colors to blend better with page
• Widget auto-positions but may need custom CSS for specific layouts
• Contact support for positioning help

For Smart Coupons Widget:

Solutions:

• Coupon appears as overlay modal (designed to be prominent)
• Visitors can dismiss by clicking outside modal
• Session-consistent (won't re-appear constantly)
• Adjust modal size with custom CSS if needed

For After-Hours Widget:

Solutions:

• Modal only appears outside business hours (temporary)
• Visitor can close by clicking button or outside modal
• Purpose is to block calls, so prominence is intentional
• Adjust hours if appearing too often

Analytics Issues

No Analytics Data Showing

Problem: Analytics tab shows zero impressions and conversions.

Troubleshooting:

Verify widgets are loading:

1. Visit your website in incognito mode
2. Widgets should be visible
3. Click widget buttons/CTAs
4. Return to dashboard and refresh Analytics tab

Check analytics API:

1. Open browser console on your website
2. Look for API calls to /api/analytics/
3. Should see successful (200) responses
4. If 401 errors, authentication issue
5. If 404 errors, API endpoint problem

Common causes:

1. Widgets not actually displaying (see installation issues above)
2. Ad blockers blocking analytics calls (test without extensions)
3. Very recent installation (data may take a few minutes to appear)
4. Database connection issue (rare, contact support)

Test procedure:

1. Open incognito browser
2. Visit your website
3. Wait for widget to fully load
4. Click the widget CTA button
5. Wait 1-2 minutes
6. Refresh dashboard Analytics tab
7. Should see at least 1 impression and 1 conversion

Analytics Shows Impressions But No Conversions

Problem: Widgets are displaying (impressions tracked) but no one is clicking (zero conversions).

Analysis:

This may be normal if:

• Very low traffic volume (need time to accumulate clicks)
• Offer/headline isn't compelling
• Button isn't working properly

Troubleshooting:

Test button functionality:

1. Click widget button yourself
2. Verify it navigates to correct destination
3. Check that destination page loads
4. Test on mobile and desktop
5. Try different browsers

Check button configuration:

1. Dashboard → Settings → Widget Configuration
2. Verify booking URL is complete and correct (include https://)
3. For phone buttons, verify number includes country code
4. Test URL in separate browser tab to ensure it works

Optimize for conversions:

1. Review headline messaging - is it compelling?
2. Check button text - is it action-oriented?
3. Verify colors have good contrast (button stands out)
4. Test different headlines via A/B testing
5. Analyze if placement is visible (not hidden below fold)

Industry benchmarks:

• 2-5% conversion rate: Typical for most websites
• 5-10%: Strong performance
• 10%+: Exceptional performance
• <1%: Indicates a problem (button broken or very weak offer)

Analytics Data Seems Inaccurate

Problem: Numbers don't match expectations or seem inflated/deflated.

Understanding the metrics:

Impressions:

• Counted each time widget is displayed on page load
• One visitor viewing 5 pages = 5 impressions
• Refreshing page counts as new impression
• Bot traffic may inflate numbers slightly

Conversions (Clicks):

• Counted when visitor clicks widget CTA button
• One click per session is normal
• Multiple clicks from same visitor in one session = multiple conversions
• Only actual clicks count (not impressions)

Conversion Rate:

• Clicks ÷ Impressions × 100
• Can be >100% if visitors click multiple times per session
• Typically 2-10% for most sites

Common discrepancies:

Higher than expected impressions:

• Your own testing (use incognito mode for testing to minimize this)
• Bot traffic crawling your site
• Auto-refresh pages or SPAs (single page apps)
• Multiple widgets enabled (each counts separately)

Lower than expected conversions:

• Ad blockers preventing tracking
• Button not working (test manually)
• Weak offer/headline not compelling
• Widget not visible (below fold, hidden)

Data doesn't match Google Analytics:

• Different tracking methods
• Widget analytics track widget-specific actions only
• GA tracks all site activity
• Some discrepancy is normal (5-10%)

Performance Issues

Website Loading Slowly After Installing Widgets

Problem: Website seems slower after adding widget code.

Analysis:

Widget performance characteristics:

• CDN-hosted (fast global delivery)
• Asynchronous loading (non-blocking)
• Lightweight (10-30KB total)
• Should NOT noticeably impact load time

Actual causes of slowness:

1. Coincidental: Website was already slow
2. Other recent changes: Different plugin/script added
3. Hosting issues: Server performance degraded
4. Large images: Unrelated to widgets
5. Many plugins: WordPress/CMS overhead

Testing:

Isolate widget impact:

1. Use browser dev tools (F12) → Network tab
2. Refresh page and analyze load times
3. Look for widget-gateway.js file
4. Should load in <100ms typically
5. Should be very small file size

Test with/without widgets:

1. Temporarily remove installation code
2. Test page load speed (use tools.pingdom.com or gtmetrix.com)
3. Re-add installation code
4. Test page load speed again
5. Compare results (should be minimal difference, <0.1s)

Solutions if widgets are causing slowness:

1. Verify CDN is loading (not blocked by firewall)
2. Check for console errors preventing code optimization
3. Ensure you're not installing code multiple times
4. Contact support with speed test results

Most likely resolution:

• Slowness is unrelated to widgets
• Check other recent changes to website
• Review hosting performance
• Optimize images and other large assets
• Consider upgrading hosting plan

Widgets Not Loading on Mobile

Problem: Widgets appear on desktop but not on mobile devices.

Troubleshooting:

Check responsive design:

1. Widgets are designed to be responsive
2. May appear differently on mobile (smaller, repositioned)
3. Some styling may adapt to screen size

Test on actual mobile device:

1. Don't rely solely on desktop browser mobile emulation
2. Test on real iPhone, Android, tablet
3. Try multiple mobile browsers (Safari, Chrome, Firefox)

Common mobile issues:

JavaScript disabled on mobile:

• Some mobile browsers block scripts
• Privacy settings may interfere
• Try different browser

Mobile site vs. Desktop site:

• Some platforms serve completely different mobile sites
• Installation code may only be on desktop version
• Need to add code to mobile template separately

Mobile app vs. Mobile web:

• If site has a mobile app, widgets won't work in app
• Widgets only work in mobile web browsers
• App would need native integration

Content blockers on iOS:

• iOS Safari allows content blocking extensions
• These may block widget scripts
• Disable content blockers to test
• Not much you can do if user has blockers enabled

AMP (Accelerated Mobile Pages):

• AMP restricts JavaScript for speed
• Custom widgets typically don't work on AMP pages
• May need to disable AMP or use AMP-compatible alternatives

Solutions:

1. Verify code installed on mobile template
2. Test on multiple devices and browsers
3. Check for mobile-specific JavaScript restrictions
4. Review platform documentation for mobile code injection
5. Contact support with specific device/browser details

Configuration Issues

Changes Not Appearing on Website

Problem: Made changes in dashboard but they don't show on live site.

Troubleshooting:

Clear all caches:

1. Browser cache: Hard refresh (Ctrl+Shift+R or Cmd+Shift+R)
2. Website cache: If using caching plugin (WP Rocket, W3 Total Cache, etc.), clear it
3. CDN cache: If using Cloudflare/CDN, purge cache
4. Server cache: Some hosts have server-level caching

Test in incognito mode:

1. Open private/incognito browser window
2. Visit your website
3. Incognito bypasses all browser cache
4. If changes appear here, it was a caching issue

Verify you saved changes:

1. Return to dashboard
2. Check that settings match what you configured
3. Look for "Save Settings" or "Save" button
4. Re-save if unsure

Check which configuration affects which widget:

• Settings tab: Global widget settings (colors, button text, enabled widgets)
• Widget Configuration tab: Headlines and URL groups (Sidebar/Smart Button)
• Smart Coupons section: Coupon offers and targeting
• After-Hours section: Business hours and off-hours message

Wait for propagation:

• Changes to widget code on GitHub → CDN can take 2-5 minutes
• Database changes are instant
• If changes still don't appear after 5 minutes, likely a cache issue

Can't Save Settings

Problem: Clicking "Save" button doesn't work or shows error.

Common Causes:

JavaScript error:

1. Open browser console (F12)
2. Try clicking Save again
3. Look for red error messages
4. Error may indicate what's wrong

Required fields missing:

1. Some fields are required before saving
2. Check for red outlines or error messages
3. Fill in all required information
4. Try again

Authentication expired:

1. You may have been logged out
2. Try refreshing the page
3. Log in again if prompted
4. Re-enter changes and save

Network issue:

1. Check internet connection
2. Look for network errors in console
3. Try different browser
4. Try different device/network

Database error:

1. Rare but possible
2. Error message may mention "500" or "database"
3. Try again in a few minutes
4. Contact support if persists

Browser compatibility:

1. Dashboard works best in modern browsers
2. Update to latest Chrome, Firefox, Safari, or Edge
3. Avoid Internet Explorer
4. Disable browser extensions that might interfere

Settings Reset or Disappear

Problem: Previously configured settings are gone or reverted.

Possible Causes:

Admin changed settings:

1. If admin has access, they can modify your settings
2. Check with admin or team members
3. Review account access

Account issue:

1. Verify you're logged into correct account
2. Check client ID in Account tab
3. Ensure subscription is active (expired accounts may lose access)

Database issue:

1. Rare but possible data loss
2. Contact support immediately
3. Provide details on what was lost and when

Browser auto-fill:

1. Browser may auto-fill forms incorrectly
2. Disable auto-fill for dashboard
3. Manually re-enter settings

Prevention:

1. Export analytics regularly (Pro/Premium/Expert plans) for backup
2. Take screenshots of important settings for reference
3. Document configuration in external notes
4. Notify support immediately if data loss occurs

Account & Billing Issues

Trial Expired - Widgets Stopped Working

Problem: Free trial ended and widgets no longer appear.

Expected Behavior:

• After 14-day trial, subscription required
• Without active subscription, widgets won't display
• Settings and data are preserved for 30 days

Solution:

1. Log into dashboard
2. Go to Billing tab
3. Select a plan (Starter, Pro, Premium, or Expert)
4. Enter payment information
5. Subscribe
6. Widgets will resume immediately

Grace Period:

• You have 30 days to subscribe after trial
• After 30 days, account may be deactivated
• Data is preserved but requires support to restore

Payment Failed - Widgets Not Working

Problem: Payment was declined and widgets stopped.

Timeline:

1. Day 0: Payment fails, email notification sent
2. Day 3: Automatic retry
3. Day 7: Second automatic retry
4. Day 10: Account suspended, widgets stop appearing

Solution:

1. Update payment method in Billing tab
2. Click "Update Payment Method"
3. Enter new card information
4. Payment will process immediately
5. Widgets will resume within minutes

Prevention:

• Keep card information up to date
• Watch for expiration dates
• Ensure sufficient funds available
• Update before card expires

Changed Plan - Features Missing

Problem: Upgraded or downgraded plan but features don't match.

After Upgrade:

• Changes should be immediate
• Refresh dashboard to see new features
• If features still locked, contact support
• Verify payment processed successfully

After Downgrade:

• Takes effect at next billing cycle (not immediate)
• Current plan continues until renewal date
• On renewal date, new plan features apply
• Lose access to features above new tier

Plan-Specific Features:

Starter Plan ($29/month):

• 2 widgets enabled
• 1 website
• 3 URL groups
• 3 headlines per group
• Manual headline editing (unlimited)
• 4 AI headline generations/refreshes
• 2 AI headline evolutions
• 3 Smart Coupon colors/button texts
• Includes branding
• No auto-evolve
• No data export
• 48-hour support response

Pro Plan ($49/month):

• 2 widgets enabled
• 1 website
• 5 URL groups
• 5 headlines per group
• Manual headline editing (unlimited)
• 8 AI headline generations/refreshes
• 8 AI headline evolutions
• Auto-Evolve every 30 days
• 5 Smart Coupon colors/button texts
• CSV export
• No branding (white-label)
• 24-hour support response

Premium Plan ($79/month):

• 3 widgets enabled
• 3 websites (multi-site)
• 10 URL groups
• 5 headlines per group
• Manual headline editing (unlimited)
• Unlimited AI headline generations/refreshes
• Unlimited AI headline evolutions
• Auto-Evolve every 14 days
• 5 Smart Coupon colors/button texts
• CSV export
• No branding (white-label)
• 12-hour support response

Expert Plan ($99/month):

• All 4 widgets enabled
• 3 websites (multi-site)
• 10 URL groups
• 5 headlines per group
• Manual headline editing (unlimited)
• Unlimited AI headline generations/refreshes
• Unlimited AI headline evolutions
• Auto-Evolve every 14 days
• 5 Smart Coupon colors/button texts
• CSV export
• No branding (white-label)
• 12-hour support response

If features don't match plan:

1. Verify current plan in Billing tab
2. Check feature limits in Settings (should match plan)
3. Contact support if mismatch persists

Browser & Compatibility Issues

Widgets Look Different in Different Browsers

Problem: Widget styling varies between Chrome, Firefox, Safari, etc.

Expected:

• Minor differences are normal
• Browsers render fonts/colors slightly differently
• Overall appearance should be very similar

Significant differences indicate:

1. Browser not supported: Very old browsers may not work
2. CSS conflicts: Website CSS overriding widget styles
3. Font availability: Some fonts may not load on all browsers

Supported Browsers:

• Chrome (recommended)
• Firefox
• Safari (desktop and iOS)
• Edge
• Opera
• Mobile browsers (Chrome Mobile, Safari iOS, Samsung Internet)

Not Supported:

• Internet Explorer (all versions)
• Very old browser versions (5+ years old)

Solutions:

1. Test on multiple modern browsers
2. Accept minor variations as normal
3. Report major differences to support with screenshots
4. Encourage users to update browsers

Ad Blocker Blocking Widgets

Problem: Users with ad blockers don't see widgets.

Why This Happens:

• Ad blockers may flag marketing widgets
• Some blockers are aggressive (block all third-party scripts)
• Privacy extensions may interfere

Your Options:

1. Accept it: Some users will block widgets (small percentage)
2. Messaging: Add note to site asking users to disable ad blockers
3. Detection: Use script to detect ad blocker and show message

What You Can't Do:

• Force widgets to bypass ad blockers (violates user choice)
• Guarantee widgets work with all privacy settings
• Prevent users from blocking

Minimize Impact:

• Ensure widgets are valuable, not spammy
• Don't show widgets too frequently
• Respect user privacy preferences
• Focus on organic conversion optimization

Getting Help

Before Contacting Support

Gather this information:

1. Website URL: Where issue is occurring
2. Client ID: Found in Account tab of dashboard
3. Widget Type: Sidebar, Smart Button, After-Hours, or Smart Coupons
4. Browser & Device: Chrome on Windows, Safari on iPhone, etc.
5. Screenshots: Show the issue and relevant dashboard settings
6. Error Messages: Copy exact text from browser console (F12)
7. Steps to Reproduce: What actions lead to the issue

Try these first:

1. Clear browser cache / test in incognito mode
2. Verify widget is enabled in Settings
3. Check subscription is active
4. Review installation code is correctly pasted
5. Test on different browser/device
6. Check browser console for errors

How to Contact Support

Support Channels:

• Dashboard: Click support link in Client Dashboard
• Email: Contact information provided in dashboard

Response Times (by plan):

• Starter Plan: Within 48 hours
• Pro Plan: Within 24 hours (priority support)
• Premium Plan: Within 12 hours (premium support)
• Expert Plan: Within 12 hours (premium support)

Include in Your Message:

1. Clear description of the problem
2. What you expected to happen
3. What actually happened
4. All information from "Before Contacting Support" above
5. What you've already tried

Example Good Support Request:

Subject: Smart Coupons not appearing on website

Website: https://mywebsite.com
Client ID: abc123-def456-ghi789
Widget: Smart Coupons
Browser: Chrome 120 on Windows 11

Issue: Configured Smart Coupon offer 1 with URL targeting for /services page,
but coupon doesn't appear on that page. Verified widget is enabled and offer
is fully configured.

Screenshots:
- [Screenshot of Smart Coupon settings]
- [Screenshot of /services page without coupon]
- [Screenshot of browser console]

Already tried:
- Cleared browser cache
- Tested in incognito mode
- Verified installation code present in page source
- Checked subscription is active (Pro plan)
- Tested on different browser (Firefox) - same issue

Browser console shows: [copy any error messages here]

Please advise. Thank you!

What NOT to do:

• Send vague message "it's not working"
• Leave out website URL or client ID
• Skip screenshots
• Not mention what you've already tried
• Demand immediate response (respect plan SLA)

Useful Resources

Documentation:

• FAQ Document
• Project Context (for developers)
• Widget-Specific Guides (Support Articles folder)

Dashboard Tools:

• Tooltips: Hover over "?" icons for quick help
• Preview: Test changes before going live
• Analytics: Monitor performance and identify issues

Browser Tools:

• Console (F12): View JavaScript errors
• Network Tab (F12): Check if resources are loading
• Inspect Element: Examine widget HTML/CSS
• View Source: Verify installation code present

Testing Tools:

• Incognito/Private Mode: Test without cache
• Multiple Browsers: Cross-browser testing
• Mobile Devices: Real-world mobile testing
• Speed Tests: tools.pingdom.com, gtmetrix.com

Appendix: Error Messages & Meanings

Common JavaScript Errors

"Cannot read properties of null"

• Element not found in DOM
• Usually harmless if widgets still work
• May indicate timing issue (widget loading before element ready)

"Failed to fetch"

• Network request failed
• Could be API endpoint down
• Could be internet connection issue
• Check browser console for specific URL

"401 Unauthorized"

• Authentication issue
• Dashboard: Token expired, log in again
• Widget: Shouldn't happen (widgets use anon key)

"404 Not Found"

• Resource doesn't exist
• Could be missing API endpoint
• Could be CDN file not published yet
• Contact support if persists

"CORS error"

• Cross-origin resource sharing blocked
• Should not happen with properly configured widgets
• May indicate browser security settings
• Contact support

Common Dashboard Messages

"Please enable at least one widget"

• Must check at least one box in Enabled Widgets
• Can't save settings with all widgets disabled
• Enable desired widget and save

"Booking URL required"

• Must provide URL for booking/CTA button
• Enter complete URL including https://
• Validate URL is correct

"Invalid date format"

• Date entry doesn't match expected format
• Use date picker if available
• Follow format example shown

"Subscription expired"

• Need to renew subscription
• Go to Billing tab
• Update payment method and subscribe

"Error saving settings"

• Generic save error
• Check browser console for details
• Try again or contact support

Need More Help? Don't hesitate to contact support with any questions not covered in this guide. We're here to help you succeed!