Find your problem below. Each entry lists the likely causes and how to fix them. If your problem is not here, or the fix does not work, email support@sitegpt.ai with your chatbot ID and a description of what you see.
Many widget problems only happen in one browser, because the widget remembers some choices in that browser. To see what a new visitor sees, open your website in a private (incognito) window.
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 has hideButton=true.
Fix: In Appearance > Auto Open Chat Window, select Always open automatically (after delay) for desktop, mobile, or both. Select Save Changes. Test in a private window.
Cause: The chatbot could not create a reply. This is usually a short, temporary problem.
Fix: Select Try asking again. If it happens for every message, or on all your chatbots, email support@sitegpt.ai.
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The chatbot gives a wrong or outdated answer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.
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
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 name message or reason. These names are reserved.
Fix: In Leads > Leads Settings, rename the field, for example to message_details. Then save. See Collect leads.
Sign-in and account
The sign-in email does not arrive
Cause: Email filters often hold sign-in emails. The email has the subject “Sign in to SiteGPT”. It comes from hello@login.sitegpt.ai or hello@tx.sitegpt.ai.
Fix:
- Check your spam and quarantine folders.
- Ask your IT team to allow mail from
login.sitegpt.ai and tx.sitegpt.ai.
- Request a new link from the sign-in page. You can request a new link at any time.
The sign-in link does not work
Cause: Each link works once and expires after 1 hour. Some email security tools open or rewrite links before you click them. This can use up the link.
Fix: Request a new link and use it within 1 hour. If it still fails, ask your IT team to stop rewriting links from sitegpt.ai, or email support@sitegpt.ai. See Sign in and profile.
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.
- 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.
Fix:
- 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.
For all credential types, see Authentication. 
