📌 Overview
It can be worrying when you open the platform and can't see a support conversation from the day before, especially if it was about an active request such as a citation order. In most cases the conversation still exists and is simply hard to find. This article explains where to look, why a conversation can seem to disappear, and how to check the status of your citations.
🔎 Where to Look for a Previous Conversation
Work through these steps before reaching out. They resolve most cases in a minute or two.
- Open the chat widget in the bottom-right corner of the platform.
- Look for your conversation history or recent messages inside the widget and scroll through the list.
- Check that the conversation isn't just collapsed or scrolled out of view. Older messages may need a scroll to appear.
- Refresh the page and open the widget again. A stale page can show an incomplete history.
- Confirm you are looking at the same account and project you used when you started the conversation.
🤔 Why a Conversation Might Seem Missing
A conversation that isn't visible doesn't mean your request was lost. These are the most common reasons:
- Different login: You may be signed in with a different account than the one you used before. This is common if your team has more than one login.
- Different workspace or project: If you manage several projects, switch to the one you were working in when you opened the conversation.
- Browser or device change: Using a new browser, a private window, or another device can change what the widget shows. Cleared cookies can have the same effect.
- Ad blockers or extensions: Some browser extensions interfere with the widget and prevent history from loading. Try disabling them or using another browser.
- A new session started: If the widget opened a fresh chat, your earlier messages may be in a separate thread.
🧰 Quick Fixes to Try
- Sign out, sign back in, and reopen the chat widget.
- Try a different browser, or an incognito window with extensions turned off.
- Clear your browser cache and reload the platform.
- Check that you are on a stable internet connection, then reload.
📍 How to Check Your Citation Status
If your earlier conversation was about citations, you can usually check progress yourself without waiting on a reply.
- Sign in and select the project or business location the citations were ordered for.
- Open the citation or local SEO section for that project.
- Find your most recent citation order or submission list.
- Review the status shown next to each listing or order.
Statuses vary by directory and may be labeled slightly differently, but they generally fall into these groups:
- Pending or in progress: The request has been received and is being processed. Directories can take time to review and publish listings.
- Live or completed: The listing has been published or the submission finished.
- Needs attention: Something such as business details or verification may need to be corrected or confirmed.
Citations are not always published right away. Many directories have their own review times, so a pending status a day or two after ordering is normal.
✅ Tips to Avoid Losing Track of a Request
- Always sign in with the same account and use the same browser when following up.
- Note the date, time, and topic of your conversation when you open it.
- Keep your business name, address, and phone details consistent so citation submissions don't get flagged.
- Check your citation status inside the project before asking for an update.
💬 Need a Human to Confirm Your Request?
If you've tried the steps above and still can't find your conversation, or you want to confirm that your request is still open, our team can look into it for you. It helps to have the following ready:
- The project or business name the request relates to
- A short description of the topic, such as a citation order
- The approximate date and time you first reached out
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.