Troubleshooting

Most problems are one of a few things. Find yours below.

I don’t see the chat tab on my website

• Is the snippet on that page? It has to be on every page. Open the page, view its source, and search for tracker.js.
• Is the chat switched on? In Settings, Show nudges and Offer the contact form should be on and the form style set to Chat.
• Caching: a caching plugin or your host may serve an older copy of the page. Clear the cache and reload.
• Ad blockers can hide it for you personally. Try a private window with extensions off.
• Paused: if your account shows a paused banner in the app, the chat is off until it is resumed.
• Moved addresses: the website address on your account needs to match the site. Tell us if it changed.

I’m not getting alerts

• Check Settings → Email for contact requests is the address you read.
• Look in your spam or promotions folder, and add insights@repcapture.com to your contacts.
• For phone alerts, see Phone notifications and use Send a test notification.

I replied but they say they didn’t get it

• Replies are emailed from “Your business via RepCapture”. Ask them to check spam.
• If they only left a phone number, the reply is shown in their chat, so for those people calling or texting is faster.
• Someone who unsubscribed will not get email, but they still see your reply in the chat.

Something is in my Inbox that should not be

Open it and tap Mark as spam. Future messages from that sender are ignored and will not alert you.

The chat covers something on my site

The tab sits in the lower corner. Tell us which page and we will take a look.

I want my data removed

You can ask us to delete your account and its data at any time. Email insights@repcapture.com. See our Privacy Policy for how long deleted data is kept and how to ask for immediate erasure.