Troubleshooting
Widget not appearing on my site
Check that data-key in your script tag matches the key under Widget → Install. It starts with pk_live_. Also make sure the script tag is in the <body>, not the <head>, and that you clicked Publish after your last widget change.
Messages aren't arriving in Telegram
Open Channels → Telegram. If the status says Not connected or Finish setup, click the button there and follow the checklist. The bot must be in the group, be an admin, and the group must have topics on. Messages still reach your inbox in the meantime.
Origin mismatch error
The widget only works on the domain saved under Config → Website domain, plus its subdomains. Enter just the domain, like example.com, not https://example.com/. Hosting on a shared platform like Vercel or Netlify? Use your full address, like myapp.vercel.app, since vercel.app alone isn’t allowed.
Bot joined the group but messages aren't creating topics
The bot needs admin rights with Manage topics switched on. Open your Telegram group, go to Administrators, tap the bot, and check its permissions. The checklist under Channels → Telegram shows what’s still missing.
Telegram link expired
Links are valid for 10 minutes. Click Regenerate link in the dashboard and try again.
Customers can't attach files
Attachments are on Starter and up. Check that Allow attachments is on under Widget, then click Publish.
I set up forwarding in Gmail but no email arrives
Almost always the last step. Go back to Gmail’s Forwarding and POP/IMAP tab and check that Forward a copy of incoming mail to is actually selected, then scroll down and click Save Changes. Verifying the address does not switch forwarding on by itself, and Gmail throws the setting away if you leave the page without saving. After that, send yourself a test email from a different account. Only mail arriving after you saved gets forwarded.
Gmail says "An error occurred with the secure Google verification"
This is Gmail failing before it sends anything, not a problem with your Bubblegram address. The usual cause is being signed into several Google accounts in the same browser: open an incognito window, sign into just the one account, and try again. On Google Workspace, forwarding may be disabled for your organization, in which case your admin needs to allow it under Admin Console > Apps > Google Workspace > Gmail > End User Access. Ad blockers and privacy extensions can also break the verification popup. If you’ve tried several times in a row, wait an hour before retrying.
The Gmail confirmation code isn't showing in the dashboard
Click Re-send email next to the pending address in Gmail and watch the email page in the dashboard. The code appears within a few seconds and is also posted to Telegram if it’s connected. If it still doesn’t show up, the confirmation never reached us, which usually means the address was pasted with a typo. Compare it against the address in the dashboard character for character, or remove it in Gmail and add it again.
My test email never showed up
Check what you sent. Newsletters, notifications and anything from a noreply@ address are filtered out on purpose, so they make a poor test. Send an ordinary message from a personal mailbox instead. Also check your plan is still Pro. If it lapsed, incoming mail isn’t delivered until you upgrade again.
Replies are coming from @mail.bubblegram.co
That’s the default sender until your own domain is verified. Add the SPF, DKIM and DMARC records from the Sending card at your registrar. Until all three verify, replies still send and thread correctly. They just come from our address rather than yours. Only one project per account can use a custom domain.
The AI isn't replying at all
Open Assistant and check that it’s turned on and the General tab shows no warning. The most common causes: there are no sources yet, credits are used up, or the daily safety limit was reached. The AI also stays quiet after small talk like “hi” or “thanks”. If a teammate replied in the last 10 minutes, it waits 60 seconds so they can answer first. After the customer asks for a person, it stays out of that conversation for 24 hours.
The AI says nothing for a question my website answers
Open Sources, find the page, and check what the AI reads from it. If the fact is missing, edit the page text or add it to Business details. If the page shows an error, it probably needs JavaScript: paste its content into Business details. Also check the Knowledge space meter: anything over the limit is skipped. Use Try it to confirm the fix.
The AI gave a wrong or outdated answer
Its answers come from your sources, so fix the source. Update Business details, which win over website pages, or edit the page text. After a site change, refresh your pages. Until answers look right, use Suggested replies so nothing reaches customers without review.
A reply mentioned a price, then disappeared
Replies with a price or a link that isn’t in your sources are dropped on purpose, and the question goes to Unanswered. Add the exact price or link to Business details.
"AI replies paused for today"
Your project hit its daily safety limit, usually from a burst of spam or a script. The AI resumes the next day (UTC), and customers still reach your team. If this happens on normal traffic, get in touch.
Credits are going faster than expected
Check the model on the General tab: advanced models use up to 10 credits per reply. Suggestions count even when you dismiss them. In auto mode, lower Replies per conversation to cap long chats.
Try it says I've used today's test messages
Try it has a daily limit per account, counted in credits, so a pricier model gets fewer tests. It resets at midnight UTC and never touches your monthly credits.