Fix a widget that doesn't appear or is cut off

You can find out what's stopping your widget by checking the page and browser where the problem happens. The debugger shows whether the widget and its flow can run for that visitor.

Before clearing any data, record the page URL, widget name and ID, device, and browser. Note whether you're using a draft preview or the published site, and take a screenshot if the widget is cut off or looks wrong.

The widget appears in preview but not on the website

1. Check that the website uses this project's snippet.
2. Check the widget's Enabled setting.
3. Check that you've published the changes.
4. Open the debugger on the affected page.
5. Inspect the widget and its flow for this browser, then try an ordinary visit outside the debugger too.

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RightMessage debugger on This page, showing the homepage campaign, team assessment widget, and visitor segmentationOriginalOriginal

An unpublished draft, a disabled widget, or a missing or blocked snippet can stop the widget from appearing. The visitor's flow path may also have no visible content.

Try a fresh page load if a cached page still has an older installation. Consent controls, browser extensions, and script blockers can also stop the snippet. Keep browser and site security in place while you investigate.

The editor can show sample or fallback content when its entire-flow preview ends before a visible step. Check the actual visitor path rather than relying on that fallback.

The page matches, but the widget still doesn't open

For a floating widget:

1. Open Display, then When it appears.
2. Check the trigger and its number of seconds or scroll percentage.
3. Check whether Desktop, Tablet, and Phone are enabled for the devices you want.
4. Perform the actual trigger in the affected browser.
5. Inspect the flow's conditions and the content at the end of its path.

Page targeting and display timing are separate. The Shows on page index filter reports a page match, not whether the trigger has fired.

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Widget trigger choices, device targeting and placement under When it appearsOriginalOriginal

For Manually, compare the page button's ID with the editor's fragment or JavaScript command. For After a form is submitted, the CSS selector needs to select the form itself, not its submit button. An external form's custom JavaScript may behave differently from a normal form submission.

Check the debugger for a widget that's already showing. A Bar or Toaster can block another widget of the same type. An open Popup or Full-screen takeover can block a Popup.

When they're about to leave is available only for Popup and Full-screen takeover. On desktop, it uses cursor movement near the top of the page. On mobile, it uses 5 seconds of inactivity after page load or the most recent tracked interaction. Test on the device where the problem happens.

Embedded widgets don't have these trigger or device controls. Use the Embedded widget checks instead.

A returning visitor doesn't see the same questions

1. Check Question handling.
2. If you've chosen Ask questions we don't know the answer to, check which answers are already known.
3. For a floating widget, check After it's dismissed for a session, timed, or permanent dismissal.
4. Compare a clean browser session with the affected returning session.

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Question handling settings for skipping known questions and showing a back buttonOriginalOriginal

Remembered answers and dismissal can change what someone sees. These are separate from targeting based on whether someone is an identified contact.

Keep the affected visitor's state before trying a clean session. If every relevant question is already answered and no offer applies, the flow can have nothing to show. Add a fallback if you'd like those visitors to see something.

If the widget asks everything again, check for Ask every question, every time, the default for new widgets. Change that setting rather than changing the questions themselves.

The wrong visitors or pages see the widget

For a floating widget, check Targeting rules separately from triggers. For an Embedded widget, check its placement settings.

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Widget targeting rules excluding the welcome and landing pagesOriginalOriginal

Compare the rule with the affected browser's identity and answers. Connecting your email platform doesn't identify every visitor. An explicit No visitors rule doesn't mean everyone can see the widget.

For URL rules, check which part you're matching. The hostname, path, and query string are different parts of a URL. A condition about the current page is also different from one about the visitor's page history.

An Embedded widget leaves a blank space

1. Compare the widget's shortname with the page's rm-area- class.
2. For placement spots, check the domain, Path is or Pages under, selector, and Above, Below, or Inside position.
3. Check that the selected page element still exists after any redesign.
4. Use the debugger to check whether remembered answers or a branch leave the flow without visible content.

The embed needs a matching placeholder or a complete placement spot. An existing embed placeholder takes precedence over a generated placement anchor. Removing a placement spot doesn't remove copied HTML, and switching the placement-method view doesn't erase the other method's configuration.

If page discovery is loading or unavailable, check the actual HTML for the embed. A missing discovery entry doesn't necessarily mean the embed is missing. See how to embed a widget.

The widget is cut off, covered, or in the wrong position

Compare the full-size preview with the same widget on your website. If only the website is affected, inspect its CSS, fixed headers, parent overflow, transforms, and custom widget rules.

Review custom CSS in a draft and compare with the suspected rule removed. Check the narrowest affected viewport and both themes. Find the conflicting element before adding offsets, global resets, or large z-index values.

For a Bar, Pinned to the top of the page pushes content down. It behaves differently from an ordinary floating trigger. A Popup's built-in position is centered. See widget types and supported controls.

A reopened form keeps old values or won't submit

Test fresh and returning visitors separately. Reopening a widget doesn't clear browser identity, remembered answers, or provider data used to prefill fields. A third-party form has its own reset logic.

If the form appears but won't submit, inspect required fields, Actions, mappings, and provider permissions. Fix an invalid destination action before changing the design. See form submission actions.

The widget still isn't working

Send support the page URL, widget ID, browser and viewport, screenshots, expected visitor state, and the trigger you performed. Include whether the problem happens with custom CSS removed in a draft, and whether the debugger reports missing content or a targeting problem.

Keep your notes about installation, display, and form submission separate. If another browser works, include that comparison, but keep the report focused on the browser where the problem remains.