Troubleshooting
Fixes for a missing widget, refused reports, missing reports, confirmation emails, identity signing and screenshots.
The widget does not appear
- Check the snippet is on the page, with
type="module",data-userreactand your site'sdata-key. Copy it again from the site's Install the widget card if in doubt. - If your page has its own
#userreactlink, the floating button is hidden on purpose when Floating button is Automatic. Choose Always show on the site's Edit page to force it. - The browser console shows a
[userreact]message when something is wrong, for example a missing key.
Visitors see "Feedback is not available on this site right now"
The report was refused for a reason the visitor cannot fix: the page is not on the site's domain or an accepted origin, the site is archived, the key is wrong, or the account has reached its report limit. The browser console shows the exact reason after [userreact]. Add staging or other hosts under Other accepted origins on the site's Edit page. See What your visitors see and Plans and limits.
A report I expected is not in the inbox
- The visitor was not signed and has not confirmed their email yet. Unconfirmed reports stay hidden until the visitor clicks the link in the confirmation email (valid for 7 days). Signing your users avoids this; see Identifying your users.
- The report's status is Done or Declined: those are hidden by default. Tick them in the inbox's status filter.
- You are at your plan's report limit; see Plans and limits.
A visitor did not receive the confirmation email
Ask them to check their spam folder. Confirmation emails are sent at most every 15 minutes to the same address. If the link has expired, the confirmation page offers Email me a new link. If emails never arrive, contact support (open Help in the top bar and click Talk to a person).
The signed identity is not accepted
Visitors still asked for their email despite signing usually means the user_hash does not match. Check that you hash the external_id (not the email), that external_id is a string, that you use the secret key (not the public key), and that window.userreact is set before the widget script. See "Checking a signature by hand" in Identifying your users.
The screenshot is missing
- In Chrome and Edge the browser asks permission to share the tab; if the visitor refused, or shared another tab or window, no screenshot is attached.
- In Firefox and Safari the screenshot is drawn from the page, and some content (for example cross-origin images or embedded frames) may not appear.
- If capture fails, the report is sent without a screenshot.
No JavaScript errors in the report's context
The widget records errors only after it has loaded. Move the snippet as early in the page as possible, ideally in the <head>. Requests made with XMLHttpRequest are not captured, only fetch.
Slack or Element announcements stop
Check the channel or room is still chosen on the site's integrations page and, for a private channel or Element room, that the bot is still a member. If the integrations page shows that announcements are waiting to be sent, contact support (open Help in the top bar and click Talk to a person).
Still stuck
Open Help in the top bar and click Talk to a person: your question goes to the support team with your conversation attached, and the reply comes by email. See Getting help and contacting support.