In some cases, you may not be seeing the Crisp chatbox as you'd expect on your website. Let's find out why.

There are many reasons that may prevent Crisp from being displayed. Find out the most common reasons below:

1. Check your HTML

First thing to check: did you correctly include the chatbox HTML on your website?

• Open Google Chrome
• In Chrome, access your website
• Right click somewhere on your page and click "View Page Source"
• In the source, do a quick search for "crisp"

Now on, if you did not find the "crisp" keyword in your page:

• Did you include the code on all your website pages?
• Do you have any cache running in front of your website? If so, try to purge any cache (eg. if you are using Cloudflare this may be necessary)

2. Your Web browser is too old

We are making our best so that the Crisp Chatbox runs on a wide range of browser versions, from the latest versions of Chrome to years old versions of the same browser. However, at some point, we just can't support a browser that's too old due to modern CSS or JavaScript features that we need to run the Crisp Chatbox.

As we're adding new features in the Crisp Chatbox, we may also deprecate support for older browsers, where the Crisp Chatbox would start appearing as broken (we prefer not to load the chatbox in such cases).

If Crisp does not appear on your website, check that your Web browser is supported:

3. Your browser cache is outdated

An outdated browser cache can cause Crisp to display stale data or incorrect interface states. For example, operators may appear online when they are not, unread indicators may be incorrect, or some views may fail to refresh properly.

You can first try opening Crisp in an Incognito/Private window. If the issue does not happen there, it is very likely caused by cached files.

In most cases, clearing cached images and files is enough and does not remove your passwords, cookies, or saved data.

• Opera: http://help.opera.com/Windows/12.10/en/cache.html
• Edge: https://www.bitdefender.com/support/how-to-clear-the-cache-and-cookies%C2%A0in-microsoft-edge-1914.html

If your website uses a caching plugin or server-side cache, clear that cache as well. For example, WordPress websites using WP Rocket may serve an older version of the Crisp script, which can prevent the chatbox from appearing. After clearing the cache, test again in an incognito/private browser window.

4. Check for JavaScript conflicts

Some websites use a lot of JavaScript "shim" libraries, used to emulate modern browser JavaScript features in older browsers.

4. Make sure Cached images and files is checked
5. Clear the data, then reload the page

Hard refresh in Google Chrome or Chromium-based browsers

If a normal cache clear does not help, you can force a deeper refresh:

1. Open the page where Crisp is loaded
2. Right-click anywhere on the page and click Inspect
3. Keep the developer tools panel open
4. Right-click the browser Refresh button
5. Click Empty Cache and Hard Reload

Please reset your browser cache, here is how to reset your browser cache on most browsers:

• Google Chrome: https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en
• Firefox: https://support.mozilla.org/en-US/kb/how-clear-firefox-cache
• Safari: https://kb.wisc.edu/page.php?id=45060
• Opera: http://help.opera.com/Windows/12.10/en/cache.html
• Edge: https://www.bitdefender.com/support/how-to-clear-the-cache-and-cookies%C2%A0in-microsoft-edge-1914.html

4. Check for JavaScript conflicts

Some websites use a lot of JavaScript "shim" libraries, used to emulate modern browser JavaScript features in older browsers.

Some of those "shim" JS libraries may prevent the chatbox from running. Temporarily disable any "shim" JavaScript library and see if the chatbox now shows up.

Some libraries like PrototypeJS wrongly emulates the Javascript natives features and are known to cause issues.

5. Browser Extensions Interference

Certain browser extensions, especially those aimed at privacy and ad-blocking, might interfere with the visibility of the Crisp chatbox.

Check if you are using any ad-blockers or privacy extensions. Some known ones to potentially block Crisp include:

• Ghostery
• DuckDuckGo Privacy
• Brave Browser (notably when the chatbox is embedded via GTM)
• Avira Browser Safety

6. Ensure chatbox is not hidden if support is offline

You may have enabled the option to hide the chatbox if your support is offline.

Check that this option is disabled and try again accessing your website ( this article explains how to enable it, which will also help you disable it).

7. Check your chatbox block rules

You may have configured block rules on your chatbox (eg. block by country, language, IP, etc.).

Ensure all your block rules are disabled:

• Go to: https://app.crisp.chat
• Go to your settings: click on the settings icon
• Click on "Websites"
• Pick your website
• Click on "Chatbox & Emails settings"
• Open "Chatbox restrictions"
• Remove any active blocking rule
• Important: Clear your blocked visitors rules (ie. when you pressed the "Block user" button in chat)
• Try again accessing your website and check the chatbox now shows up

8. You use a firewall

Crisp is including HSTS to ensure the best security level compliance.

In few cases, companies as using Firewall, Proxies that replace the default Crisp certificate with a custom one. If you are using Fortinet or a Fortigate you might be impacted.

How to check this?

• Go to https://client.relay.crisp.chat/
• If everything is working properly, you should see {"code":0,"message":"No Operation"}

If you see a SSL issue or a security alert, you might be impacted by a Firewall. In this case, ask your network administrator to Whitelist Crisp.

9. Check your $crisp JS SDK calls

You or your developer might be using $crisp JavaScript SDK calls to hide the chatbox programmatically.

Ensure you don't have a JavaScript call that contains chat:hide in your code.

10. DOS Protection

Our network automatically blocks potential DOS attacks. If too many users are connecting to the Crisp chatbox under the same IP, Crisp will raise a 420 error.

Updated on: 24/03/2026