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The Chatbox Is Not Showing On Mobile

Troubleshooting Mobile Issues

There are a few steps you can take to debug why the chatbox is not appearing on your mobile site.

Check that Mobile is enabled

We enabled mobile by default for all accounts.

You can select the 'Hide chatbox on mobile' option from the Design page. The option is available under Advanced Appearance.

Hide Mobile Chatbox

Check Your Automation Rules

Do you have an Automation Rule that is hiding the chatbox for mobile operating systems? You can see if you have a conflicting rule from your Automation page.

Check If Your Site Is Responsive

Your website must be responsive for the Olark chatbox to be able to appear on your website. Usually you will see a viewport meta tag like this in your page source indicating that it is responsive.

<meta name="viewport" content="width=device-width">

We recommend checking out the CSS-Tricks article on responsive meta tags if you want to learn more about the HTML meta viewport tag.

Check If You Are Viewing Your Site From a Private Browser

Make sure that private browsing is turned off in your device's settings. Olark only loads on devices that allow stored cookies.

Check If You Have the Olark Install Code On Your Mobile Site

Many websites have two versions of their sites - one they serve to desktop and one for mobile devices. Check if this is the case with your site and make sure to include the Olark install code in the code of your mobile site.

Please provide the domain name where your Olark live chat is installed.
Include the relevant transcript URL, if possible. You can send us the specific URL from your Transcripts page.
If you see specific error messages, banners, warnings, notices, etc., please let us know here.
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