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The widget does not appear

Check the script tag first:
  • The src points to your TinyInbox widget script.
  • The data-tinyinbox-site value matches the site key from your dashboard.
  • The snippet is on the page before the closing </body> tag.
  • Your site builder is allowed to load third-party scripts.

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Messages do not reach the inbox

Make sure the page where you installed the widget is listed in the site’s allowed origins. If your dashboard site allows https://example.com, widget messages from http://localhost:5173 need that local origin added too. Also check that the visitor can reach the TinyInbox API from the browser. Browser extensions, strict content security policies, or blocked scripts can prevent the widget from sending messages. If the widget was previously visible and has now stopped appearing on your site, your Pro trial or subscription may be inactive. The widget hides itself when billing lapses. Open Billing in the dashboard to start or restart it. See Pricing and billing.

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I see “Start the Pro trial” when creating a site

Site creation and new conversations are gated behind an active Pro trial or subscription. Open Billing and start the trial — it takes about a minute through Stripe Checkout.

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Attachment upload fails

Check the limits in Work with conversations:
  • Up to 4 images per message, 10 MB each, in JPEG, PNG, GIF, WebP, or AVIF.
  • One video per message, 50 MB, in MP4, MOV, WebM, or M4V.
If the file matches the limits but still fails, the visitor’s network may be blocking large uploads. Ask them to retry on a different network or send the attachment a different way.

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Notification emails are not arriving

Check the spam folder first. Emails come from notifications@notifications.tinyinbox.co; add it to your contacts or allow list. Confirm the email address on your TinyInbox account is the inbox you actually read. New-conversation emails go out within a minute, and unreplied-message follow-ups arrive 3 hours after a visitor’s last unanswered message.

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Visitor names or emails are missing

Browser-provided visitor details are optional. If you want TinyInbox to trust the visitor ID, name, or email for logged-in users, use identity verification.

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Identity verification fails

Check that the token:
  • Is signed with the current site identity secret
  • Uses HS256
  • Omits typ, or sets it to JWT
  • Sets the audience to tinyinbox-widget-identity
  • Includes userId or sub
  • Has not expired
If the secret was exposed, rotate it in the dashboard and update your backend environment variable.