If you’re having any issues at all, please contact our friendly support team at
firstname.lastname@example.org. Before contacting us, please make sure that your server has all the requirements listed above.
For any issue you can check the system requirements from
Settings > Miscellaneous > System requirements. We can not provide support about solving the issues reported by the system requirement function, please contact your hosting or server support if you need help.
If you want to use the same chat installation on multiple domains, your server should allow cross-origin requests. To enable cross-origin requests on your server follow the steps below:
Cross-domain configuration via server
Apache servers — Edit the
.htaccess file of the domain where the software is installed and enter the code
<IfModule mod_headers.c>Header set Access-Control-Allow-Origin "*"</IfModule> or <IfModule mod_headers.c="">header('Access-Control-Allow-Origin: *');</IfModule> at the very top of the file. To make it works you need to have at least
AllowOverride +FileInfo or
AllowOverride All in the
nginx servers — Edit the
file /etc/nginx/nginx.conf of the domain where the plugin is installed and enter the code
add_header Access-Control-Allow-Origin "*"; at the very top of the file. If you’re using
Plesk go to
Domains > example.com > Apache and
nginx settings > Additional nginx directives and insert
add_header 'Access-Control-Allow-Origin' '*';.
OpenLiteSpeed servers — Visit https://openlitespeed.org/kb/setting-up-cors-on-openlitespeed/.
You can view tutorials for the most common server administration software in the list below:
Blocking zoom on iOS devices
When using the chat on iPhones the textarea is automatically zoomed when the user’s start typing a new message. To stop the zoom Enter the code below into the
<head> area of all the pages that include the chat.
<meta name="viewport" content="width=device-width, initial-scale=1, maximum-scale=1.0, user-scalable=no" />
Hide admin.php from URL
By default, the
admin URL is something like
https://your-website.com/support/admin.php. You can hide the
admin.php part of the URL and make it like
https://your-website.com/support/ by inserting the following code in your
<ifmodule mod_dir.c> DirectoryIndex admin.php</ifmodule>
Chat widget not displaying
You cannot see and test the chat as a user if you’re logged-into the admin area. To test the chat as a user, please log out of your admin account. Alternatively, you can use another browser window in “private” or “incognito” mode. Additionally, you can force a logout by executing the
SBF.reset() function in the browser console.
Reset email or password of the admin account
If you can no longer log in to the admin area you can reset your password and email by emailing us at:
Admin account deleted
If you have accidentally deleted all your admin and agent accounts and you can no longer log in to the admin area, you can resolve this issue by emailing us at:
If your server and/or website goes down or suddenly stops working after a few minutes of chat usage, the issue could be related to your server’s Firewall. This usually happens as a result of an IP Address Banning (Fail2Ban) or Web Application Firewall (ModSecurity) settings. The multiple AJAX requests from the chat to the database are recognized as a “server attack” and so your server places a temporary block on your IP address. This issue should only affect you and/or your developers; visitors/users should not be affected. To confirm whether or not this is the issue, use a VPN service like Hotspot Shield. When the server goes down, activate the VPN to change your IP and try accessing your website again. If the website works normally, the issue is confirmed. To solve it temporarily disable fail2ban or contact your hosting support for additional support.
Disable chat via JS
Enter the code
var SB_DISABLED = true; into a page to prevent the chat from loading.