If the chat function is not visible in the bottom right-hand corner of the Help Centre, this is usually due to the browser you are using or to browser extensions that block the chat function (such as AI blockers).
In this article, you will learn:
which browsers are supported;
what factors may be blocking the chatbot;
what checks you can carry out yourself to make the chatbot visible again.
Supported browsers
The chatbot is officially supported in the latest versions of the following browsers: Google Chrome, Mozilla Firefox, Safari 8 (or later), Microsoft Edge (15 or later).
Are you using a different browser? The chatbot may still work, but these browsers are not officially supported. As a result, the chatbot may function differently or may not be displayed at all.
Possible causes
In some cases, the chatbot is blocked by browser extensions or privacy settings. This can happen with, amongst other things: ad blockers, privacy extensions, AI-blocking extensions, script blockers (such as NoScript), and private or incognito windows with additional privacy protection.
Commonly used extensions that may block the chatbot include: uBlock, Ghostery, Adblock and NoScript.
Note: Using one of these extensions does not automatically mean that the chatbot will be blocked. This depends on the filter lists set and the extension’s configuration. Some users may still be able to use the chatbot whilst these extensions are active.
Possible solutions
If the chatbot is not visible, you can carry out the following checks.
Disable ad blockers or privacy extensions
Temporarily disable your ad blocker or privacy extension, then refresh the page.
If the chatbot appears afterwards, Lusia is probably being blocked by the extension.Use a private or incognito window
Open the Help Centre in a private or incognito window.
If the chatbot is visible there, Lusia is probably being blocked by an extension.
Does the chatbot not appear there either? Then the cause may be a different browser setting or an unsupported browser.Whitelist the Help Centre
If an ad blocker or privacy extension is the cause, you can add the Help Centre to the exceptions (also known as a whitelist).
This will allow the chatbot to load and Lusia will become visible (again).
Is the chatbot still not visible?
Have you carried out the checks above and is the chatbot still not visible?
Please contact our support team. When doing so, please state:
which browser and version you are using;
which extensions (such as ad blockers or privacy extensions) are active;
whether or not Lusia is visible in a private or incognito window;
any other steps you may have taken.
This information will help us identify the cause more quickly.