When setting up Boost Facebook Chat app for the first time, you may see that the chat box won't show up correctly, the minimized icon is unclickable, or this widget shows up instead:



Here are some common reasons why you don't see Boost Facebook Chat on your store.

1. You have not connected your page with the app.

This is the required step to get the app up and running. In order to fix it, please check your setting by following this instruction.

2. Page restrictions prevent users who are not logged in Facebook or restricted from seeing the chat box.

Some business pages are restricted to some specific countries and age limits. Thus, users who are not logged in Facebook or restricted by the page's restriction rules cannot see the chat box. In this case, you need to set your page to be visible to everyone. Please click here for the instruction.

3. Your theme conflicts with Boost Facebook Chat's style that prevents the chat box from showing on your store.

This case is not so common, but some stores have themes that contain special elements which conflict and prevent Facebook chat box from showing up on site. Kindly contact us to get this sorted.

4. Your browser has Adblock Plus installed.

Adblock Plus is a tool that people often use for their pages to prohibit unexpected advertisements. You can turn this off by following the instruction in the screenshot below:



5. You have not whitelisted your domains.

Another common reason is that users forget to whitelist their 2 domains with their Facebook page settings. Please follow this instruction to fix the problem.

Step 1: Remove all domains in the white-listed domain box of your Facebook page settings.



Step 2: Log in Boost Facebook Chat to re-connect the app with your fanpage by following onboarding instruction.

In this step, you'll see your domains (platform domain and public domain) have been automatically filled in the white-listed domains box again. It's the correct settings and the app can work properly on your site now.

6. Boost Facebook Chat shows up with a blank box chat.

After installing Boost Facebook Chat and setting up the welcome screens, you might see it's totally blank on your site.

To fix this, go to your Facebook page Settings and tick the option Allow people and Pages to contact my Page privately.



If you have tried 5 solutions above and still cannot get your chat box up, you probably fall into other issues. If so, please contact us at support@shopbase.com to get support.
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