Troubleshooting

Use these checks before changing your integration. Convor is hosted, so customer troubleshooting should focus on the browser, account, public API, and connected services.

Widget does not appearCopy Anchor Link

Confirm the page contains one production embed copied from Settings → Widget → Installation and security:

<script
  src="https://cdn.convor.io/widget.js"
  data-key="convor_wpk_..."
  async
></script>

Then check:

1. data-key matches the public widget key for the selected site.
2. The current hostname is present in the selected site's allowed domains under Sites.
3. The script is not inserted twice by your template, tag manager, or SPA.
4. A content blocker, privacy extension, DNS filter, proxy, firewall, or Content Security Policy is not blocking Convor requests.
5. The problem reproduces in a clean browser profile.

Do not add API, iframe, or WebSocket addresses to the production embed as a troubleshooting step.

Widget loads but chat does not updateCopy Anchor Link

Reload the page and reproduce the problem in a clean browser profile. Use the browser Network and Console panels to check for blocked or failed Convor requests. Corporate networks and aggressive privacy tools can block persistent connections even when the initial script loads successfully.

If only one site is affected, compare its allowed-domain and widget settings with a working site. If several unrelated sites fail at the same time, check the Convor status information available from the product before editing every embed.

Signed-in customer is not verifiedCopy Anchor Link

For Convor.identify() failures, verify all of the following:

• identity verification is enabled for the same site as the widget key;
• your server is using the current site-specific identity secret;
• the browser sends the current visitorId from Convor.ready() to your authenticated backend;
• the backend derives the customer from its own authenticated session;
• the signed JSON uses the exact order visitorId, id, email, name, phone, with empty strings for missing optional values;
• the browser passes exactly the same identity values that the backend signed;
• userHash is the 64-character hexadecimal HMAC-SHA256 digest.

See Convor.identify(identity) for the complete example.

Dashboard access problemsCopy Anchor Link

Refresh the dashboard and sign in again if the session has expired. Confirm your account still belongs to the expected organization and that the correct site is selected. Try a clean browser profile to separate an account problem from a local browser problem.

If an action is unavailable rather than failing, check your role and current plan or module entitlements.

Customer API errorsCopy Anchor Link

For server-to-server API requests:

Record the response correlation ID when available. Never paste a complete API key into a support ticket or log.

Integration connection test failsCopy Anchor Link

Check the credential and URL in the connected service first. Make sure the credential has the permissions described by that integration guide and has not been revoked or rotated outside Convor. For webhook-based integrations, confirm the public callback URL is reachable over HTTPS and that the signing secret matches on both sides.

Use the integration's own delivery or audit log when available to distinguish a provider-side rejection from a Convor-side error.

Notifications are missingCopy Anchor Link

Confirm the notification type is enabled for the affected operator and that the operator has access to the relevant site or conversation. For browser notifications, also check browser permission and operating-system notification settings. For email, check spam filtering and organization mail rules before changing Convor settings repeatedly.

What to send to supportCopy Anchor Link

Include the smallest reproducible case:

• affected page, site, or integration;
• approximate time and timezone;
• browser and operating system for browser issues;
• HTTP status and correlation ID for API failures;
• whether the problem reproduces in a clean browser profile or another network;
• relevant provider delivery ID for webhook/integration failures.

Redact API keys, identity secrets, webhook secrets, session tokens, and customer personal data.