1. Is the script on the page?
View source on the page (not the browser inspector — actual view-source) and search for helpshelf. If it isn't there, the snippet isn't being served. Common causes:
- It was added to a template that doesn't render on this page
- A caching layer or CDN is still serving the old HTML — purge it
- It's in a theme file that was overwritten by an update
2. Is the site hash correct?
Open your browser console and look for messages starting [HelpShelf]. If you see "No site hash found", the data-helpshelf-site attribute is missing or empty.
Copy the snippet fresh from Widget in your dashboard rather than typing it — the hash is 8 characters and easy to mistype.
3. Is it disabled on this device?
Check Widget → Behavior. If Show on mobile is off, the widget won't render on small screens. Test on desktop to confirm.
4. Is a page rule hiding content?
A page rule matching this URL can restrict what's shown. Check whether a rule applies to the page you're testing.
5. Is something blocking the script?
Check the Network tab for the request to widget.js. If it's blocked or failing:
- Content Security Policy. If your site sets a CSP, it needs to allow scripts from
app.helpshelf.com. A CSP violation appears in the console as a message about a refused script. - Ad blockers. Some block anything matching "widget" patterns. Test in a private window with extensions disabled.
- Consent tooling. If you deployed via Google Tag Manager with consent gating, the tag may be held back until the visitor accepts.
6. Is it rendering but invisible?
If the console is clean and the script loaded, check for a helpshelf-widget-root element in the inspector. If it exists but nothing is visible, something on your page is likely covering it — a footer or cookie banner with a very high z-index, or a parent with overflow: hidden.
Try switching the widget position to the opposite corner under Customizing the widget.
Still stuck?
Get in touch with your site URL and anything you see in the console starting [HelpShelf]. That message usually identifies the problem immediately.