Troubleshoot the most common reasons the Crisp chatbox does not appear or work correctly on your website.

When the chatbox is missing, the cause is usually the installation code, browser compatibility, cached assets, a JavaScript conflict, a security rule, or a Crisp setting that hides the widget. Start with the checks below before investigating deeper network issues.

Check the chatbox installation code

First, confirm that the Crisp script is present on the page where you expect the chatbox to appear.

To check your page source:

1. Open your website in Google Chrome or another browser
2. Right-click the page and select View Page Source
3. Search for crisp
4. Confirm that the Crisp script is included on the page

If you cannot find the Crisp script:

• Installation scope → make sure the script is included on every page where the chatbox should appear
• Cache → clear your website cache, CDN cache, and any plugin cache
• Tag manager → confirm that Google Tag Manager or your tag system is publishing the Crisp script on the right pages
• CMS theme → make sure the change was saved in your theme or template

Check browser compatibility and cache

Crisp supports modern browsers and maintains legacy support for older versions where possible. Very old browsers may fail to load the chatbox because they do not support the JavaScript or CSS features required by the current widget.

Supported browser versions

Outdated browser cache

An outdated browser cache can make Crisp display stale data, incorrect unread states, or fail to refresh the interface correctly. Try opening your website in a private or incognito window. If the chatbox appears there, clear the browser cache and test again.

If your website uses a server-side cache, WordPress cache plugin, or CDN cache, clear it as well.

For a hard refresh in Chrome or Chromium browsers:

1. Open the page where Crisp should load
2. Right-click the page and click Inspect
3. Keep the developer tools panel open
4. Right-click the browser refresh button
5. Select Empty Cache and Hard Reload

Check JavaScript and browser extensions

Some JavaScript libraries, polyfills, privacy extensions, and ad blockers can prevent the chatbox from loading.

What to test:

• JavaScript conflicts → temporarily disable old shim or polyfill libraries and test again
• Known problematic libraries → check libraries such as PrototypeJS if they override native JavaScript behavior
• Ad blockers and privacy extensions → test without extensions such as Ghostery, DuckDuckGo Privacy, Avira Browser Safety, or Brave Shields
• Google Tag Manager on Brave → test with a direct installation if Brave blocks the tag-managed script

Check chatbox visibility settings

The chatbox may be installed correctly but hidden by a Crisp setting or by custom JavaScript.

Offline visibility

If you enabled an option to hide the chatbox when support is offline, the widget will not appear outside your configured availability. Review the setting from Crisp in Settings → Chatbox Settings.

Blocking rules

Blocking yourself is a common reason the chatbox is not visible during tests.

To check restrictions:

1. Go to Crisp
2. Open Settings → Chatbox Settings → Chatbox Restrictions
3. Remove any rule that blocks your test device, IP, country, or domain
4. Clear blocked visitors if you previously clicked Block user in a conversation
5. Reload your website in a private browser window

$crisp JavaScript SDK calls

A developer may be hiding the chatbox programmatically. Search your codebase for $crisp calls and make sure there is no chat:hide call running unexpectedly.

Check firewalls, SSL inspection, and traffic limits

Crisp uses secure connections and HSTS. Some company firewalls, proxies, or SSL inspection tools replace Crisp certificates with custom certificates, which can break the chatbox or real-time connection.

To test relay access:

1. Open https://client.relay.crisp.chat/ from the affected network
2. Confirm that the page returns {"code":0,"message":"No Operation"}
3. If you see a security alert or SSL error, ask your network administrator to allowlist Crisp

Crisp may also return a 420 error if too many users connect from the same IP and the traffic looks like a denial-of-service pattern. This is more likely on shared corporate networks, proxies, or public Wi-Fi.

Updated on: 03/05/2026