Plan requirement
| Subscription | Any plan |
| Access | Admin |
The widget is missing for some visitors and not others. Six causes, and the first three are outside Zendesk.
Symptoms
- The widget shows for you and not for a customer.
- It appears on some pages and not others.
- It stopped appearing after a website change.
Resolution steps
1. A consent banner is blocking it
The most common cause on European sites. Cookie tooling often blocks third-party scripts until the visitor accepts, so the widget only appears afterwards. Test by accepting and seeing whether it arrives.
2. An ad blocker or privacy extension
Blocks the script outright. Test in a private window with extensions disabled.
3. Your content security policy
A policy on your site can prevent the script loading. The browser console shows this clearly, and it needs a change on your website rather than in Zendesk.
4. The script is not on that page
It has to be on every page you want it on. Pages built from a different template, or added later, often miss it.
5. The allowlist excludes the page
If you restricted where the widget appears, check the list covers the page in question.
6. Business hours or channel settings
Where you hide the widget outside opening hours, this is working as configured and looks like a fault.
The fastest test
Open the page in a private window with no extensions, and look at the browser console. That separates the outside causes from the Zendesk ones in under a minute.
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