Troubleshooting - EasyMate

The chat button doesn’t appear

Check these in order:

1. Is your Sales Assistant launched?
   Open your Sales Assistant, go to Launch, and confirm it says Launched (not offline). If you clicked Take offline, the chat won’t appear even when the snippet is installed correctly. This is the single most common cause. Click Launch to bring it back.
2. Did you paste both script blocks?
   The snippet has two <script> parts. The first loads the widget program, the second opens it. If you only pasted the first, nothing will show. Re-copy the full snippet from the Launch screen and paste it again.
3. Are you checking the live site?
   On Wix, Squarespace, Framer, Kajabi, and Google Tag Manager, custom code only runs on the published site, not in the editor or preview. Publish, then check your live URL.
4. Does your plan allow custom code?
   Many website builders only allow custom code on a paid plan (for example Squarespace Business, Wix Premium, Webflow’s paid Site plans, WordPress.com Business, and Kajabi). If the custom-code field was missing, greyed out, or didn’t take effect, check your plan.
5. Is a browser extension blocking it?
   Ad blockers and privacy extensions can block third-party scripts. Try an incognito/private window with extensions disabled.
6. Did the changes get saved?
   Re-open the custom code / footer area on your platform and confirm the snippet is still there and saved. In Google Tag Manager, confirm you clicked Submit / Publish.

How to read the browser console

If you’re comfortable looking under the hood, the browser console will often tell you what’s wrong.

1. On your live site, right-click anywhere and choose Inspect, then open the Console tab.
2. Reload the page.
3. Look for messages mentioning the widget.

• Failed to load widget script: the browser couldn’t load the widget program. This usually points to an ad blocker, a network/firewall issue, or the snippet being altered when it was pasted. Re-copy a fresh snippet.
• No EasyMate messages at all: the snippet probably isn’t on the page. Confirm it’s installed site-wide and saved.

The chat shows the wrong name, color, or assistant

• The name and color come from your Sales Assistant’s settings in EasyMate. Update them there.
• If the chat is connected to the wrong assistant, you likely pasted an older snippet. Copy the current snippet from the correct Sales Assistant’s Launch screen and replace the old one on your site.

It works on one page but not others

The snippet was probably added to a single page rather than site-wide. Move it to your platform’s site-wide custom code area (footer / body-end / all pages). See your platform’s guide:

Still stuck?

Reach out to support from inside your EasyMate workspace. It helps to include:

• The website address where you’re trying to install the widget.
• Which platform you’re using (WordPress, Wix, etc.).
• Any messages you saw in the browser console.