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Troubleshooting messenger issue

Use these steps to troubleshoot issue with our messenger such as not seeing our agent's replies.

Updated over 3 months ago

Quick steps (in this order)

  1. Open a single Incognito / Private window (not multiple windows)

    • If agent replies appear, an extension (often an ad-blocker / privacy extension) is blocking content — turn extensions off one-by-one to find the culprit.

  2. Try a different browser (Chrome ↔ Firefox ↔ Edge ↔ Safari).

    • This rules out browser-specific protections or settings.

  3. Clear cache & cookies, then hard-refresh the page (Ctrl/Cmd+Shift+R or Ctrl+F5).

    • Helpful for stale or corrupted local files.

  4. Disable browser extensions (or disable them all, then re-enable one-by-one).

    • Focus on ad-blockers, privacy tools, or security extensions.

  5. Turn off VPN / corporate proxy / security software temporarily (if applicable).

    • Company VPNs or proxies sometimes block or modify content.

  6. Try a different network — e.g., connect via your phone’s mobile hotspot.

    • If that fixes it, the company network or home ISP is likely blocking/altering traffic.

  7. Try another device (phone, tablet, or another computer).

    • Confirms whether issue is device-specific.

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