3. 6 common errors and how to fix

If you have followed how to add Facebook Customer Chat Plugin to your website and still get the error, there are some possible reasons and quick solutions for them.

3.1. You have not connected your Facebook page with the app

Please make sure that you are the admin of your Facebook page and connect to your Facebook page.

3.2. Your page is under restrictions

When your page sets age or country restrictions, only people who meet your requirement can see the chat on the website, in this case, please check whether your page is set to be published and visible to everyone or not. If not, follow the steps to change.


3.3 You have not whitelisted your domain

Whitelist your domain to connect Facebook to your website, if you haven’t done this, the app could not work correctly. It can not be shown on your store or remained unclickable. Make sure that you have whitelisted your store URL, checking these steps. Please note that you must be the admin of your Facebook page.

Simply go to your Facebook page -> Select Settings at the bottom -> Advanced Messaging -> Whitelisted domains and paste your store URL

3.4. Your theme conflict or haven’t installed Facebook’s SDK

It’s not commonly happened but some specific themes that prevent the appearance of Facebook Chat icon, if you encounter these problem, you could simply contact the app developer or you could simply check whether your website include this with the instruction here

3.5. You set up the working time for your chat

On the setting of the app, you choose the working hours and timezone for the app, please test the app within the working hours so you can see it probably.

3.6. Your customers cannot send message to your page

If you see the chat is totally blank without your settings and you cannot send the message. The reason is your Facebook page setting. Make sure you set your page published and allow people to contact you privately.

All of these common reasons and solutions are able to help you out in most cases, however, if you’re still experiencing the issues, contact us here for further support.
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