# Troubleshooting

> The problems we hear about most, what causes each one, and how to fix it.

Source: https://www.hey.support/docs/help/troubleshooting

---

Each section starts with the most likely cause. If none of them fits, [contact us](/docs/help/contact) with your workspace name and roughly when it happened.

## The widget is not showing on my site

<Accordions>
  <Accordion title="The domain is not allowed">
    If you turned on **Only on these domains** on the Deploy page, the widget paints nothing on any domain you have not listed, and says so in the browser console. Add every host the agent should run on, staging and preview hosts included. See [Embed on your site](/docs/launch/embed).
  </Accordion>

  <Accordion title="The script is not on the page">
    View the page source and search for `embed.js`. If it is missing, the snippet is not in a template that this page uses. On WordPress, check the plugin is active and the agent is connected.
  </Accordion>

  <Accordion title="The agent is paused or the workspace has no plan">
    A paused agent, or a workspace whose trial has ended without a plan, serves nothing. Check the agent's status at the top of its pages and [Billing](/docs/billing/plans).
  </Accordion>

  <Accordion title="A content blocker or firewall">
    Some ad blockers and corporate proxies block third-party scripts. Try the page in a private window with extensions off.
  </Accordion>
</Accordions>

## The agent gives wrong or thin answers

<Accordions>
  <Accordion title="The page it needs is not indexed">
    Open **Knowledge** and search for the page. If it is not there, add it: crawl more of your site, or add the single URL. If it is there but the answer still misses, the page may be mostly images or a JavaScript shell; paste the facts as [text](/docs/knowledge/text) instead.
  </Accordion>

  <Accordion title="It paraphrases a fact that must be exact">
    Prices, hours and policies belong in [quick answers](/docs/knowledge/quick-answers), which the agent repeats word for word.
  </Accordion>

  <Accordion title="It keeps answering questions outside your business">
    Set [guardrails](/docs/behavior/topics-and-language) so it politely says no and offers what it can help with.
  </Accordion>

  <Accordion title="See what it could not answer">
    [Unanswered questions](/docs/knowledge/unanswered-questions) groups what visitors asked and the agent could not answer, with the page that would fix each one.
  </Accordion>
</Accordions>

## A page would not crawl

The scan shows a reason per page:

| Reason                               | What to do                                                                                     |
| ------------------------------------ | ---------------------------------------------------------------------------------------------- |
| Not found, HTTP error                | Fix or remove the URL on your site, then scan again.                                           |
| Timed out, rate limited, unreachable | Try again later. If your host blocks crawlers, allow our fetches or add the content as a file. |
| Not HTML                             | The URL is a file or feed. Upload it under [Files](/docs/knowledge/files) instead.             |
| No text                              | The page renders only with JavaScript. Paste the content as [text](/docs/knowledge/text).      |

## A domain is stuck on Pending

A domain verifies itself the first time a real visitor loads a page with the script. Your own visits from the dashboard do not count. Open the site in a private window, load a page, and wait a minute.

## WhatsApp stopped replying

The WhatsApp row on the Deploy page says **Not replying** and why. The usual cause is payment: once your number has used Meta's free monthly allowance, Meta only delivers replies if your WhatsApp Business account has a working payment method. Fix it in Meta Business Settings under **Billing and payments**. The row turns back to **Live** after the next reply goes through. See [WhatsApp](/docs/integrations/whatsapp).

## Webhook deliveries are failing

Check the delivery log under **Settings → Developer**. After ten consecutive failures we mark the endpoint unhealthy, disable it, and email the owner. Fix the receiving end, then re-enable it there. Your endpoint must answer with a 2xx within the timeout, over `https`, on a public address. See [Delivery and retries](/docs/developer-guide/webhooks/delivery).

## I cannot sign in

* **Email and password:** use **Forgot password** on the sign-in page. The link is single use.
* **Google:** sign in with the same Google account you signed up with. A Google account with a different address is a different user.
* **Invited to a workspace:** accept the invitation from the email first; it creates your account.

<NextSteps>
  <IconCard icon="mail" title="Contact us" href="/docs/help/contact" description="Still stuck? A person replies within one business day." />

  <IconCard icon="newspaper" title="Changelog and status" href="/docs/help/changelog-and-status" description="Check whether something changed or is down." />
</NextSteps>