The widget
The chat button does not show on my website
Check these causes in order.The chat button is there, but I cannot see the icon
Cause: The launcher shows a white icon on a colored background. The background is your Icon Background Color, or your Primary Color if that is empty. If this color is white, or Transparent Icon Background is on over a white page, the icon is white on white. Fix: In Appearance, set Icon Background Color to a dark color, or change Primary Color. You can also turn off Transparent Icon Background. Select Save Changes. See Appearance.The tooltip does not show
Cause: The tooltip shows on each page load until the visitor closes it or opens the chat. After that, it stays hidden in that browser. This is expected. The tooltip is also hidden when Hide Tooltip is on, and on pages in Excluded Pages. Fix: Open your website in a private window to see the tooltip again. Check that Hide Tooltip is off in Appearance.The chat does not open automatically
Cause: One of these applies:- Auto-open is set by Open chat window (In desktop) and Open chat window (In mobile). The delay fields do nothing on their own.
- After a visitor closes the chat once, it does not open automatically again in that browser. This is expected.
- The chat does not open automatically on pages in Excluded Pages.
- The chat does not open automatically on phones if the embed code has
mobile=false, or anywhere if it hashideButton=true.
The chatbot shows a “Try asking again” button
Cause: The chatbot could not create a reply. This is usually a short, temporary problem. It can also happen when many messages come from the same network in a short time, for example from many people in one office. Fix: Wait a few seconds, then select Try asking again. If it happens for every message, or on all your chatbots, email support@sitegpt.ai.The hosted chat page shows “This chat opens on its website”
Cause: The chatbot has Allowed Domains, and the page did not open from a website in the list or from your SiteGPT dashboard. The page says “The owner of this chatbot made it available only on their own website. Open it from there.” This happens when someone types or pastes the link, opens a bookmark or a QR code, or selects the link in an email or an app. Fix: Open the chat from your website, or select Chat with your chatbot on the chatbot’s Dashboard page. To share a public chat link, remove all domains from Settings > General > Allowed Domains. See Control where the chatbot appears.The hosted chat page shows “This chat is not available”
Cause: The page also says “It may have been removed, or it is not answering right now.” The chatbot was deleted, the chat link has a wrong chatbot ID, or the chatbot owner has no active plan. Fix: Check the chatbot ID in the link against your Installation page. Check the owner’s plan on the Billing page. See Manage your plan and billing.Visitors see a “Verify you are human” box in the chat
Cause: The chat sometimes asks a visitor to confirm that they are a person. The box shows above the message box. Most visitors never see it. Fix: This is expected. The visitor completes the box, and the chat continues. Your website needs no change. The check runs inside the chat, so your website’s Content Security Policy does not need a new entry.Visitors see “We couldn’t verify this browser.”
Cause: The chat checks the visitor’s browser before it sends each message, and refuses the message when the check fails. This browser could not complete the check. An ad blocker, a privacy extension, or a company network that blockschallenges.cloudflare.com often causes this.
Fix: The visitor allows challenges.cloudflare.com in the ad blocker or extension, then sends the message again. The message stays in the message box. Your website needs no change.
The send button is turned off and the count under the message box is red
Cause: The message is longer than the limit. See Chat message length. Fix: Make the message shorter, or send it in parts.Visitors see “This message can’t be sent. Please rephrase your question.”
Cause: The message contains a system prompt, a copy of a chat, or a request to ignore the chatbot’s instructions. The chat does not send these messages, and they do not count toward your messages. The message stays in the message box. Fix: The visitor changes the message and asks the question in plain words.Visitors see “You have exceeded the allowed usage for your plan.”
Cause: The chatbot owner’s plan has no messages left this month, and the plan stops the chat when this happens. See What happens when messages run out. Fix: The owner can add messages or upgrade the plan. Usage resets on the 1st of each month.The terms checkbox shows again after the visitor accepted it
Cause: The acceptance is not saved. After a reload, the visitor must check the box again, even when Hide Terms After Acceptance is on. Fix: None at this time. See Add a disclaimer and a consent checkbox.Answers
The chatbot gives a wrong or outdated answer
See Fix a wrong answer. The most common cause is old information that is still in a page, file, or custom response.Visitors see “You’ve reached the maximum number of messages for this conversation.”
Cause: Limit Messages Per Conversation is on in Settings > General, and the conversation reached Max Messages Per Conversation. Fix: Visitors can select Start a new conversation. To allow longer conversations, raise the number or turn off the limit. See Keep answers on topic. If the setting shows a lock icon, the plan of the chatbot owner does not include it, and the limit does not apply.Visitors see “I’m not able to respond to that. Please try rephrasing your question.”
Cause: The automatic check for harmful content blocked the message. Fix: The visitor can ask again in other words. You cannot change this message or turn off the check. See Keep answers on topic.Content
Add Multiple Links shows an error
Cause: The form could not start the import. The message at the top of the form says why, for example “urls: Add at least one link, such as https://example.com/pricing” or “You added links many times in a short while. Try again in N minutes.” Fix: Match the message in If adding the links fails. The form repairs a list that you paste, for example a column copied from a spreadsheet. See How the form reads a pasted list.A website import failed
In Website Links, find the failed page. Hold the pointer over its Failed status to see the error message. Match it below.Page limit reached
Cause: Your content uses all the pages in your plan. One page is 2,500 characters of cleaned text. A website import can also pick up large pages that you do not need, such as data feeds or files. Fix:- Delete content you do not need from Website Links and Files & Data Sources.
- When you import again, exclude paths you do not need. See Add your website.
- If you still need more pages, upgrade your plan. See Plans and limits.
Leads
Lead settings do not save: ”… is a reserved field name”
Cause: A custom field in your lead form uses the field namemessage or reason. These names are reserved.
Fix: In Leads > Leads Settings, rename the field, for example to message_details. Then save. See Collect leads.
Chat channels
A reply from Chat History did not reach the person
Cause: On WhatsApp, Messenger, and email, SiteGPT sends your reply to the person, but the channel can refuse it. The reply then stays in the transcript, and SiteGPT shows a message that says why. Most often, too much time passed since the person’s last message: 24 hours on WhatsApp, and on Messenger 24 hours, or 7 days if your Meta app has Meta’s Human Agent approval. On Slack, Google Chat, Crisp, Freshdesk Messaging, Zoho SalesIQ, and Zendesk, replies from Chat History never go to the person. On Messenger, AI answers, away and hand-off messages, and replies from your team that Facebook refused show a red line under them that starts with “Not delivered to Messenger”. Fix: Follow the steps for the message that you see. See WhatsApp, Messenger, and Email. For the red lines on Messenger, see Messages that Facebook refuses. On the other channels, reply inside that tool. See Integrations.A file cannot be attached to a reply
The file shows the reason in red above the reply box. If the file is refused when you select send, the dashboard shows the reason in a message that does not name the file. Then remove each file with the x and attach the files again. Files that show an error also go away when you attach new files.Sign-in and account
The sign-in email does not arrive
Cause: Email filters often hold sign-in emails. A sign-in email that you ask for on the sign-in page has a subject that starts with the code, for example123456 is your SiteGPT sign-in code. An invitation email from your team has the subject You are invited to <chatbot name> on SiteGPT and no code. If you asked for a new email after an invitation button stopped working, you get the invitation email again, with a code under Accept invitation. Both come from hello@auth.sitegpt.ai or hello@tx.sitegpt.ai.
Fix:
- If the Please check your email page still shows an address, check it. SiteGPT sent the email to that address only. If it is wrong, select Change it under the address, correct it, and select Sign in / Sign up.
- Select Can’t find the email? on the same page and follow the steps. They fit your mailbox, for example the quarantine for Microsoft 365, or the Promotions and Updates tabs for Gmail. For many mailboxes, the page also has a button that opens the mailbox, for example Open Gmail. See If the sign-in email is not in your inbox.
- If the page says to ask your IT team, ask them to release the email and to allow mail from
auth.sitegpt.aiandtx.sitegpt.ai. Name both domains. In Microsoft 365, allowingsitegpt.aidoes not cover them. - Select Send a new email on the same page, or request a new email from the sign-in page. Only the newest email works.
The sign-in link does not work
Cause: The sign-in page shows “That sign-in link has expired, was already used, or a newer link replaced it. Send yourself a new one below.” when the link no longer works. Each link expires after 1 hour and works one time. Only the newest email works: when you ask for a new email, the earlier link stops working. SiteGPT uses the link when you select Continue to SiteGPT on the page that the link opens. If you selected Continue to SiteGPT before, signed in with the code from the same email, the hour passed, or you asked for a newer email, the link no longer works. Email security tools that only open the link, for example Microsoft Safe Links, do not use it up. Fix:- On the sign-in page, enter your email if it is not filled in. Select Sign in / Sign up to get a new email, and open the newest email within 1 hour.
- On the page that opens, select Continue to SiteGPT.
- If the page says “This page no longer has your sign-in link.”, it was reloaded before you selected the button. The link still works. Open it from the email again.
- If it still fails, email support@sitegpt.ai.
The sign-in code does not work
Cause: The Please check your email page refuses the code and says why. Each code works one time, for 1 hour, and only while the link in the same email is unused. A newer email replaces it. Five wrong tries end a code. After 20 wrong codes in 24 hours for your address, codes stop working for that address until the period ends. The link still works. Fix:
If the page with the code box is gone, for example after 10 minutes or in another browser, use the button in the email. An invitation email from your team has no code. Use Accept invitation in it. The iPhone app sends its own code with the subject “Your SiteGPT sign-in code”. That code works only in the app. See iPhone app.
See Sign in and profile.
The sign-in page says the security check did not go through
Cause: The sign-in page shows “The security check did not go through. Please try again.” when the automatic security check on the page did not pass, for example because the page was open for a long time, the form was sent two times, or the check could not load in your browser. Your email address was not the problem, and SiteGPT did not send an email. Fix:- Reload the sign-in page, enter your email again, and select Sign in / Sign up.
- If it fails again, turn off ad blockers and other browser extensions for sitegpt.ai, or try another network or browser.
- If it still fails, email support@sitegpt.ai.
An invited person does not see the chatbot
Cause: The person did not accept the invite yet, they declined it, or they signed in with another email address. Signing in alone does not accept an invite, also in the iPhone app. The invitation email has the subjectYou are invited to <chatbot name> on SiteGPT. It comes from hello@auth.sitegpt.ai or hello@tx.sitegpt.ai. The Accept invitation button in the email works for 1 hour.
Fix:
- Ask the person to sign in at sitegpt.ai with the invited email address. On the Chatbots page, under Pending Invitations, they select Accept and confirm.
- Check that the invite still shows under Pending Invitations on the Members page. If it is not there, invite the person again.
- To send the invitation email again, invite the same email address again with the same role. SiteGPT sends the email for the pending invite again.
An integration is locked
Cause: When you select a locked integration, you see “You do not have access to this integration.” Integrations need the Growth plan or above, and some need a higher plan. Integrations are not available in HIPAA workspaces. Fix: Check your plan in Plans and limits and upgrade if needed. If the integration is still locked after you upgrade, sign out and sign in again. If it is still locked, email support@sitegpt.ai. See Integrations.I cannot find my API key
Cause: SiteGPT has two kinds of credentials, and they work with different tools:- An API token works with API v2, the TypeScript, Python, and Go SDKs, the CLI, and the local MCP server. You create it yourself on the Agents page. API tokens need the Growth plan and above, on your own account or on the account that owns the chatbot. See Which plan applies.
- The legacy API key works only with the old API (v0 and v1) and with widget identity verification. It shows on the Billing page as “Your API Key is …”. It shows only on the Growth plan and above, and only to the account that owns the plan. You cannot create or change it.
- For API v2, the SDKs, the CLI, or the local MCP server, create an API token. AI apps that use the remote MCP server connect with OAuth instead. See Create a token.
- For the old API or identity verification, sign in as the account owner and open Billing. The key is under Current Plan.
- If the legacy key is not there on the Growth plan or above, reload the page. Then email support@sitegpt.ai.