> ## Documentation Index > Fetch the complete documentation index at: https://sitegpt.ai/docs/llms.txt > Use this file to discover all available pages before exploring further. # Solve common problems > Find the cause and the fix for common problems with the widget, answers, content, sign-in, and plans. 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](mailto: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 widget ### The chat button does not show on my website Check these causes in order. | Cause | Fix | | ------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | The embed code is not on the page. | Open the page source and search for `widget/YOUR_CHATBOT_ID.js`. If it is missing, add the code again. See [Add the chatbot to your website](/docs/guides/install/add-to-website). | | Your website is not in **Allowed Domains**. | If **Settings** > **General** > **Allowed Domains** has any domains, the widget only shows on those domains and their subdomains. Add your domain. The browser console shows: "SiteGPT: the chat widget is not enabled for ... Add this domain under Settings > General > Allowed Domains in the SiteGPT dashboard." | | The page is in **Excluded Pages**. | Remove the page from **Settings** > **General** > **Excluded Pages**. See [Control where the chatbot appears](/docs/guides/install/control-where-it-appears). | | Your website or CDN serves an old, cached copy of the page. | Clear the cache in your website builder, caching plugin, or CDN. Then check the page in a private window while signed out of your website. | | Your subscription is not active, for example because a trial ended. | The widget does not load for chatbots whose account has no active plan. Check your plan on the **Billing** page. See [Billing](/docs/guides/account/billing). | | The button is hidden only on phones. | If the embed code has `mobile=false`, the button does not show on screens narrower than 640 pixels. Remove it to show the button on phones. | ### 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](/docs/guides/widget/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 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. ### The chatbot shows a "Try asking again" button **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](mailto: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](/docs/guides/answers/add-disclaimer-and-consent). ## Answers ### The chatbot gives a wrong or outdated answer See [Fix a wrong answer](/docs/guides/answers/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](/docs/guides/answers/keep-answers-on-topic#limit-messages-per-conversation). ### 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](/docs/guides/answers/keep-answers-on-topic#what-happens-with-harmful-messages). ## 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. | Error | Cause | Fix | | ----------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | "The website blocked access to this page. Check that the URL is publicly reachable and not behind a login or bot protection." | Bot protection, such as a firewall, blocked the import. Or the page needs a login. | Ask your website team to allow the import, or add custom headers that your firewall accepts. For pages behind a login, add them as a list of links with a login cookie or token in **Custom Headers (Optional)**. See [Pages behind a login](/docs/guides/content/add-website#pages-behind-a-login). | | "The page could not be found (404). Check that the URL still exists." | The URL is wrong, or the page was removed. | Check the URL in a browser. Fix it or delete the link. | | "The page took too long to respond. Please try syncing again." | The website was slow. | Try the import again later. | | "Your plan's page limit was reached while processing this source." | You used all the pages in your plan. | See [Page limit reached](#page-limit-reached). | ### 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:** 1. Delete content you do not need from **Website Links** and **Files & Data Sources**. 2. When you import again, exclude paths you do not need. See [Add your website](/docs/guides/content/add-website). 3. If you still need more pages, upgrade your plan. See [Plans and limits](/docs/reference/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](/docs/guides/leads/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:** 1. Check your spam and quarantine folders. 2. Ask your IT team to allow mail from `login.sitegpt.ai` and `tx.sitegpt.ai`. 3. 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](mailto:support@sitegpt.ai). See [Sign in and profile](/docs/guides/account/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](/docs/reference/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](mailto:support@sitegpt.ai). See [Integrations](/docs/integrations/overview). ### 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:** 1. 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](/docs/developers/authentication#create-a-token). 2. For the old API or identity verification, sign in as the account owner and open **Billing**. The key is under **Current Plan**. 3. If the legacy key is not there on the Growth plan or above, reload the page. Then email [support@sitegpt.ai](mailto:support@sitegpt.ai). For all credential types, see [Authentication](/docs/developers/authentication).