Before posting, READ CAREFULLY!

If you’re here, it’s because you found something that’s not working as expected in WP Live Chat. Before posting, we suggest you perform some checks on your installation, because the problem could be easily not related to our plugin.

1) Read the documentation, many answers are already there: https://www.3cx.com/wp-live-chat/docs/

2) Update WP Live Chat to the latest version. It’s always the best one. Your problem could be already fixed.

3) If you come from an old version or you changed too many parameters, uninstall and reinstall from WordPress plugin directory. This will ensure you have the latest version and will restore correct configuration defaults.

4) Translations: If the plugin is not completely translated in your language, be warned that not all translations are approved by WordPress team yet. We distribute .po/.mo files for Italian, German, Spanish, French, Russian, Portuguese, Dutch, Turkish together with the plugin: just replace appropriate .po/.mo files inside your WordPress language folder, usually /wp-content/languages/plugins, to use our translations, while WordPress community completes the approval process.

5) Themes: Try a standard theme. Many themes are not well designed and commonly break plugins by including JS code from CDNs conflicting with WordPress JS libraries. If our plugin works with a standard theme on your server, you should contact your theme provider and ask for a fix. Still, we’re happy to verify if the compatibility issue can be solved on our side, so let us know.

6) Server Caching: As you can easily understand, caching and live chat are enemies. If you’re using a cache plugin, be sure to exclude live chat requests from your cache configuration. Refer to your cache plugin documentation. How to tell if it works? Disable caching and try our plugin. Be sure to clear browser cache as well. It’s better to use 2 different browsers to simulate a website visitor and WP Live Chat agent.

7) Testing Chat Correctly: Do not initiate a chat as a user while being logged in as an agent in the same session. Use an incognito window instead to initiate a chat if you want to test the system.

8) Check for errors: Is your WordPress installation error free? Disable our plugin, browse your website, check PHP logs and browser JavaScript console. If there are errors, be sure to fix them before asking for support, because there’s a high chance something is broken and it’s causing issues to our plugin as well.

9) Plugin Conflicts: Try to temporarily disable other plugins. Sometimes, plugins can interfere with normal WP Live Chat behaviour. When you find the plugin causing issues, let us know: we’ll be happy to check if we can release a workaround, or at least we can pinpoint the conflict, so you can ask support to the plugin author.

10) Check for similar posts: Still not working as expected? Could be a bug. Search our forum, there’s a chance someone else has the same problem. Add your post to the same thread, you’ll get notified when the error is fixed.

11) Troubleshooting & Bug Reporting: If you come that far, it looks like you found a new bug. Before posting, check your PHP log for errors related to our plugin. Also check your browser JavaScript console. Things to include in your post: any error you find in logs, the list of plugins you’re using, your theme, your PHP version and which chat mode you are using. This information will make it easier for us to try to verify and replicate your issue, troubleshoot it and come back to you with an answer quickly. If it’s a bug, we’ll try to fix it in our next release.