> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tinyinbox.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fix common TinyInbox widget and inbox setup issues.

## 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.

## 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](/en/guides/pricing).

## 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.

## Attachment upload fails

Check the limits in [Work with conversations](/en/guides/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.

## 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.

## 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](/en/guides/identity-verification).

## 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.