Troubleshooting

The problems people write in about, each with its usual cause and the place to check. Most take a minute once you know which one it is.

Open the page, press F12, and read the Console tab; the loader says what is wrong with a line starting [Sellio].

Console says Missing widgetKey in sellioSettings

The snippet ran before window.sellioSettings was set, or the key line was dropped when pasting. Paste the whole snippet from Settings, then Install again. On Astro, add is:inline to the script tag; on a bundled app, set the key before appending the script (see the framework guide).

Console shows a 403 on /api/v1/widget/init

The widget key only loads on the hostnames listed under Settings, then Install, then Allowed domains, and their subdomains; localhost always works. The list starts with the domain you gave when the workspace was created; add a staging site or a second site there.

No error, no launcher

A visibility rule hides it here: Settings, then Visibility (show only on pages, hide on pages, hidden days, countries, IPs) and Settings, then Behavior (hide on mobile, hide when away). Hide when away with nobody online is the common one.
A cache is serving the old page: purge the site or CDN cache and reload in a private window.
The snippet went into a page-level box rather than the site-wide one (Webflow page settings, Wix single page).
On Shopify checkout pages the theme does not run, so the widget cannot appear there.

Console says Widget already initialized

The snippet is on the page twice, often once in a theme and once in a tag manager, or a framework mounted the loader twice. Keep one; the loader guards against the second so nothing breaks, but the warning points at wasted work.

Wrong colour, position or greeting: those are dashboard settings, not code; check Settings, then Branding and Greeting, and reload the page. Changes apply on the next load.
setVisitor has no effect: pass the call through the queue (window.SellioWidget.push(["setVisitor", ...])) or after the ready event, and check that id is a string. With identity verification on, a call with a missing or wrong userHash still shows the name, labeled unverified, and on purpose never links the visitor to a contact; see Identity verification.
Visitors are rate limited too quickly: raise the window under Settings, then Rate limit; the defaults suit a chat, not a form that sends several messages at once.
Attachments or the microphone are missing: Files and Audio are switches under Settings, then Behavior. The microphone also needs the page to be served over HTTPS.

A channel shows an error

The channel card under Settings, then Integrations shows the last error the provider returned. The usual ones:

WhatsApp or Instagram: token expired or invalid. A test token from Meta’s API setup page lasts 24 hours. Create a System User token with the messaging permission and paste it into the channel. See WhatsApp.
WhatsApp or Instagram: messages never arrive. The webhook is not verified or not subscribed. In Meta for Developers, re-enter the webhook URL and verify token from the channel card, then subscribe to the messages field.
A reply fails on WhatsApp or Instagram. The customer last wrote more than 24 hours ago; Meta closes the reply window. Wait for them to write again.
Telegram: token rejected. Copy it again from BotFather; a token being used by another program is also refused, because Telegram delivers updates to one place only.
Email: forwarding not verified. Gmail sends a confirmation to the forwarding address first; it arrives in your Sellio inbox as a conversation. Open it and use the link, then send a test email.
Email: replies come from a Sellio address. The domain is not authenticated. Add the DNS records from the channel card and click Verify domain.
Slack, Discord, Teams: nothing posts. Notify in is set to No notifications, or the bot was removed from the channel. Pick the channel again on the card.

The AI is not replying

The conversation is not on website chat. The agent answers website chat only; WhatsApp, Instagram, Telegram and email wait for a person.
No agent is active. AI agent, then the agent, then Activate.
A limit was reached: the agent's daily answers or monthly tokens, or the workspace's AI credit. The visitor gets the replacement message. Check the agent's Usage page and Settings, then Billing.
A teammate took control or paused AI in that conversation; the agent stays out of it.
It replied with the replacement message because it had nothing to answer from: give it knowledge on the topic, then Re-import knowledge, and test in the playground, which shows the sources it used.

Team and limits

Cannot invite a teammate: the plan’s seat limit is reached, and pending invitations hold seats. Revoke stale invitations under Settings, then Members, or upgrade; see Plans and billing.
Cannot connect a channel or create an agent: the same kind of limit; the button says which plan lifts it.
The invitation link says expired: links last seven days. Resend from Pending invitations.
A member cannot see Settings, delete, export or the AI area: the owner has restricted it under Settings, then Members, Permissions. See Team and permissions.
The sign-in code never arrives: check spam, and that the address is the one invited. Codes last ten minutes; request a new one rather than retrying an old one.

Notifications

The browser has not been asked, or has blocked the site: Settings, then Notifications shows the state and a button to ask again; a block is lifted in the browser's site settings.
The activity you expect is switched off for the situation you are in: each kind (assigned to you, unassigned, someone else's) has its own switch for tab in front and tab in background.
You are Offline, so no chats are routed or assigned to you: Force offline is on, or Set me available when using the app is off. Pick Online from the account menu, or change them in Settings, then Availability.
On the desktop app, notifications come from the system; check the operating system's notification settings for Sellio.

API errors

401: no Authorization: Bearer header, a revoked key, or a key from another environment.
403 with a scope name: the key was created without that scope. Create a new key with it; scopes cannot be added to an existing key.
429: 120 requests a minute per key. Back off and retry after the Retry-After header.
An empty list where you expect rows: the key belongs to a different workspace than the one you are looking at in the dashboard. Keys are bound to one workspace each.

Still stuck

Write to support with the workspace name, the page URL and the console line, or a screenshot of the channel card’s error. Settings, then Logs shows what changed recently in the workspace, which is often the answer when something worked last week.

Updated 14 September 2026. Something wrong or missing? Tell us.

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