🔍 Overview
The live chat widget in Search Atlas lets you get real-time help from our support team without leaving the platform. If the chat widget is not appearing, not loading, or behaving unexpectedly, this article walks you through the most common causes and how to resolve them quickly.
⚙️ Common Live Chat Problems and Fixes
Work through the steps below in order. Most issues are resolved within the first two or three steps.
🛠️ Step 1 — Hard Refresh Your Browser
A cached page can prevent the chat widget from loading correctly.
- Press Ctrl + Shift + R on Windows or Cmd + Shift + R on Mac to force a full page refresh.
- Wait for the page to fully reload, then check whether the chat widget appears in the bottom-right corner of the screen.
🚫 Step 2 — Disable Browser Extensions
Ad blockers, privacy shields, and script blockers are the most frequent cause of a missing or broken chat widget. These tools sometimes block the third-party scripts that power live chat.
- Open your browser's extension or add-on manager.
- Temporarily disable any ad blockers, privacy extensions, or script blockers (for example: uBlock Origin, Privacy Badger, AdGuard).
- Reload the Search Atlas platform and check for the chat widget again.
- If the widget now appears, add app.searchatlas.com to the allowlist of your extension so you do not need to disable it every time.
🌐 Step 3 — Try a Different Browser or Device
If disabling extensions does not help, the issue may be browser-specific.
- Open Search Atlas in a different browser (for example, switch from Firefox to Chrome, or vice versa).
- Log in and check whether the chat widget loads.
- If it works in the second browser, your primary browser's settings are likely blocking the widget. Consider resetting that browser's settings to default or switching browsers for Search Atlas.
🔒 Step 4 — Check Your Network or Firewall Settings
Corporate networks, VPNs, and strict firewall rules can block the scripts that power live chat.
- If you are on a company network, ask your IT team to whitelist the Search Atlas domain and its associated chat services.
- Try disabling your VPN temporarily and reloading the platform to see if the widget appears.
- If you are working from a personal network and still have issues, move to Step 5.
🍪 Step 5 — Clear Cookies and Site Data
Corrupted cookies or stored site data can interfere with platform features including live chat.
- In your browser settings, navigate to Privacy and Security (or equivalent).
- Clear cookies and cached data for app.searchatlas.com.
- Log back in to Search Atlas and check whether the chat widget is now visible and functional.
📋 Step 6 — Verify You Are Logged In
The live chat widget only appears for authenticated users. If your session has expired, the widget may not load.
- Confirm you are fully logged in to your Search Atlas account.
- If your session has timed out, log in again and the widget should reappear in the bottom-right corner.
💡 Still Not Working? What to Tell Support
If you have completed all the steps above and the chat widget is still not functioning, gathering a few details before reaching out will help our team resolve your issue faster. Please note:
- Your browser name and version (for example, Chrome 125)
- Your operating system (for example, Windows 11 or macOS Ventura)
- Whether you are on a corporate network or VPN
- Any error messages or unusual behaviour you observed
- Which steps from this article you already tried
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.