Chatbot not showing on your website? What to check
Written by the Allinaa team · Updated
You pasted the code and the chat button isn't there. In almost every case the cause is one of a short list, and most are platform rules rather than problems with the code. Work through this page top to bottom.
Run 'Check my site' first
In your Allinaa cabinet, open the "Website installation" card and click Check my site. It reads your homepage and up to two pages it links to, and gives one of three answers:
| Result | What it means | What to do |
|---|---|---|
| Found | Your code is in the page your server sends. | If you still can't see the button, clear caches and look at the sections on checkout pages and on an inactive assistant below. |
| Not found | The pages read don't contain a script tag with your bot id. | The change isn't published, was removed, or sits on a page the check didn't read. Keep reading. |
| Unreachable | The site couldn't be read, or robots.txt blocks the homepage. | Check the website address saved in your account, and whether the site is password-protected. |
You can run the check up to ten times an hour while your trial is running or your service is active.
Changes not published (Webflow, Tilda, GTM and most builders)
Some platforms keep your edit as a draft until you publish:
- Webflow: custom code goes live only when you publish the site, to every domain you use. See the Webflow guide.
- Tilda: a change to the head code reaches each page only after that page is republished. Republish all pages; see the Tilda guide.
- Google Tag Manager: a saved tag does nothing until you Submit and Publish a version. See the Tag Manager guide.
- Framer, Hostinger, Duda, Weebly, Strikingly and most other builders: a saved code setting goes live when the site is published or updated. The guide for your builder names the step.
Plan restrictions: Wix, Squarespace, Webflow, Tilda, WordPress.com and more
Several platforms reserve custom code for paid plans. If the setting is missing or greyed out, this is probably why:
| Platform | What the platform requires |
|---|---|
| Wix | A published site with a connected domain, which needs a paid Wix plan. |
| Squarespace | Core, Plus or Advanced (or some legacy plans); code injection is not on Basic. |
| Webflow | A paid Site plan or a Core, Growth, Agency or Freelancer Workspace, per Webflow's help center. |
| Tilda | Personal or Business; head code is not available on the Free plan. |
| WordPress.com | Personal, Premium, Business or Commerce to install plugins; plugins are not available on the Free plan. |
| Square Online | Plus or Premium for embedded code, which is added per page, per Square's help. |
| Carrd | Pro Standard or higher for the Embed element, per Carrd's docs. |
| HubSpot CMS, Ghost(Pro) | HubSpot says its footer HTML fields depend on the subscription; whether Ghost(Pro)'s Starter plan includes code injection is not confirmed. |
| GoDaddy, Framer, Weebly, Jimdo, Strikingly, Zoho Sites | Plan requirements reported by vendor guides only, or not verified: check in your platform's help. Each guide says what is confirmed. |
Self-hosted WordPress, Shopify and plain HTML sites have no such restriction from the platform for this kind of code, and neither do the self-hosted Joomla, Drupal, PrestaShop, OpenCart and Magento. Google Sites is the opposite case: no script at all, so the hosted chat page is the route there.
A theme update removed the code (Shopify, WordPress)
If the assistant used to work and then vanished, think about what changed:
- Shopify: a theme update, or publishing a different theme, can remove your edit to
theme.liquid. Paste the line again; the Shopify guide shows where. - WordPress: code pasted into the theme's
footer.phpis overwritten by theme updates. Move it to the Allinaa plugin or WPCode, as in the WordPress guide, and it will survive future updates. - Any platform: a plugin or snippet manager that holds the code was deactivated.
Checkout pages
On Shopify and Squarespace, checkout pages don't run your theme's or your injected code, so the assistant never appears there. That's expected. Make sure your approved knowledge covers delivery, returns and payment questions, so the assistant answers them on product and cart pages before the customer reaches checkout.
Other common causes
- Caching: a caching plugin, your host or a CDN may still be serving the old page. Purge the cache and test in a private window.
- The code is shown as text: it was pasted into a text block instead of a code field. Remove it and use the platform's code setting.
- The bot id is wrong: copy the code again from your own cabinet rather than from an example.
- Content Security Policy: if your site sends one, it must allow scripts from and requests to
https://bot.allinaa.com. The browser console names the blocked rule. - Google Tag Manager installs: the check reads only what your server sends, so a tag added by Tag Manager shows as not found even when it works. Open a page yourself; the status turns to installed when the assistant loads.
'This assistant is not active right now': trial ended or paused
If the button appears but the chat says "This assistant is not active right now", the code is installed correctly. The assistant isn't answering because the 14-day trial has ended or the service is paused. Visitors are not left stranded: the inquiry form still works, so you keep receiving their messages by e-mail and in your inquiry inbox. Nothing is deleted. To turn answers back on, arrange activation with Allinaa; there's no automatic card billing. A cancelled service is different: the widget doesn't load at all. Read more about how the free trial works.
Contact support (first response within one business day)
Still stuck? E-mail info@allinaa.com with your website address, the platform you use, and the result of Check my site. A first support response comes within one business day, on Standard and Premium alike, and help with installing the assistant costs nothing extra; see pricing. If you haven't signed up yet, the trial starts at bot.allinaa.com/start.
Frequently asked questions
Why does my chatbot say it is not active right now?
The code is installed, but the trial has ended or the service is paused. The inquiry form still works; arrange activation with Allinaa to turn answers back on.
Why did the chatbot disappear after a theme update?
Theme updates can overwrite code pasted into theme files. On WordPress use the Allinaa plugin or WPCode; on Shopify paste the line into theme.liquid again.
Why does Check my site say unreachable?
The site could not be read, or its robots.txt blocks the homepage. Check the website address in your account and whether the site is password-protected.
Why isn't the chatbot on my checkout page?
Shopify and Squarespace do not run your code on checkout pages. That is expected.