Troubleshooting
Practical fixes for the most common issues you'll run into in Informly, from widget loading problems to failed payments and stuck campaigns.
Things go wrong sometimes. This page is a quick reference for the issues we see most often. Each section describes a symptom, the usual causes, and what to do next. If your problem isn't here, jump to Still stuck? at the bottom.
The widget isn't loading on my site
The chat bubble doesn't appear on the page where you added the embed snippet.
Check these in order:
Confirm the script tag is on the page
View source on your live page and search for the Informly embed snippet. If it's not there, the deploy probably stripped it or it was added to the wrong template.
Check the public key
The snippet includes your widget's public key. If you copied it from a different widget or a different organization, the widget won't initialize.
Check allowed origins
Open the widget and confirm the page's domain is in the allowed origins list. If your production domain isn't there, the widget refuses to load. See Widget security for the full rules.
Open the browser console
A loading failure almost always logs to the console. Look for messages mentioning informly or widget for the exact reason.
My document failed to process
A new document shows as Failed after upload.
Common causes:
| Cause | What to do |
|---|---|
| Scanned PDF with no text layer | Run the PDF through OCR before re-uploading. Informly extracts text but doesn't read images of text. |
| File over 20 MB | Split the file or strip non-essential pages. |
| Corrupted file | Re-export from the source application and try again. |
| Password-protected | Remove the password before upload. |
If none of the above apply, delete the failed record and try uploading again — transient failures during ingestion are rare but possible.
The AI is giving wrong answers
The widget is responding, but the answers aren't right.
Confirm the source is assigned
Open the widget and check the documents tab. The article that should answer the question must be assigned to this widget.
Check the chunk count
A very long document with no headings can produce useless chunks. If the document is long and the answer is missing the specific detail, rewrite the source with clear section headings and re-upload. See Documents.
Review low-rated conversations
Open Conversation feedback and filter to low ratings. The AI's document suggestions on each chat point at exactly the article you should add or fix.
Tighten the persona
A vague persona makes the AI guess. Specifically tell it what to do when it doesn't know the answer.
A teammate can't sign in
A colleague says they're locked out.
Confirm they're a member
Check your organization's team list. If they were never invited (or were removed), invite them again.
Check their role
A viewer can sign in but can't change anything. If they expected to edit, raise their role.
Help with 2FA recovery
If they've lost their second factor, an organization owner can disable 2FA on their account so they can sign in and re-enroll a new device.
My voice agent isn't responding
A voice-enabled widget loads, but the customer's audio doesn't reach the AI or the AI's audio doesn't come back.
Check microphone permissions
Voice needs the browser to grant mic access. A blocked mic icon in the address bar is the first thing to check.
Check the LiveKit region
If most of your customers are in one region and the widget is connecting to a distant one, latency can break the call. Confirm the region selected on the widget matches where customers are.
Confirm a voice is assigned
A voice-enabled widget needs a voice assigned to it. If the voice was deleted or unassigned, the agent can't speak. See Widget voice.
Stripe says my payment failed
The most recent charge didn't go through.
Common card issues:
- Expired card
- Insufficient funds
- Bank declined the cross-border charge
- Card replaced and the new one wasn't added
Update the card in the Stripe portal. The next retry will use the new card. Stripe retries failed charges automatically for a few days before pausing the subscription.
If the retries fail and the subscription pauses, your organization drops to read-only access. See Usage limits for what stays available.
A campaign won't send
You scheduled a campaign and it didn't go out.
Check the recipient list
A campaign with zero matching contacts won't send. Open the list and confirm it isn't empty after filters apply.
Check the schedule
A campaign whose send time is in the past won't send retroactively. Reschedule for a future time.
Check the notification channel
The notification channel the campaign uses has to be healthy. If it shows an error, fix the channel first and retry the campaign.
I can't change my plan
The Change plan flow blocks the switch.
This almost always means your current usage is above the new plan's limits. The confirmation screen lists what's blocking. Delete the called-out resources first — usually extra widgets, projects, or CRM records — then retry.
Still stuck?
If none of the above match your problem, contact Informly support from the in-app help menu. Include:
- A description of what you were doing
- What you expected to happen
- What actually happened, with any error messages
- The URL of the page you were on, and the organization name
The more concrete the report, the faster we can help.