--- title: "Troubleshooting" description: "Fix common Chat Thing problems with data source syncing, bot answers, channels, usage limits and your account, or find out where to get help." canonical_url: "https://chatthing.ai/docs/help/troubleshooting" last_updated: "2026-09-25" --- # Troubleshooting Common problems and how to fix them. For problems with a specific feature, check the **Troubleshooting** section at the end of that feature's page. - **The chat widget doesn't appear or looks wrong on your site:** see [Widget troubleshooting](https://chatthing.ai/docs/channels/website/troubleshooting). - **You can't sign in, reset your password or didn't get a confirmation email:** see [Sign-in and account](https://chatthing.ai/docs/account/sign-in-and-account). - **The bot's answers are wrong, made up or "I don't know":** see [Improve your bot's answers](https://chatthing.ai/docs/improve/improve-answers). ## Data sources and syncing ### A website sync fails or times out - **The site blocks crawlers.** Bot protection such as Cloudflare can block Chat Thing. Allow our crawler in your protection settings, or add the content another way, such as [uploading files](https://chatthing.ai/docs/knowledge/files). - **The pages need a login.** For pages behind basic authentication, enter the username and password in the data source's scraping settings. - **The site is slow or very large.** Sync fewer pages at once, or split a large site into several data sources. See [Add a website](https://chatthing.ai/docs/knowledge/website) for all the options. ### Content is missing after a sync - Check the sync finished on the **Data sources** tab. The bot can only use content that has synced. - Check the content selector. If it's too narrow, only part of each page is captured; if unsure, use `body`. - Content that a page loads with JavaScript after it opens may not be captured. Add it with a [manual data source](https://chatthing.ai/docs/knowledge/manual) or [files](https://chatthing.ai/docs/knowledge/files) instead. ### A Notion sync is slow Large Notion workspaces can take a long time to sync. A workspace with hundreds of pages can take 30 minutes or more. To speed it up: - Add only the top-level pages you need. Their child pages are included automatically. - Use several smaller data sources instead of one large one. See [Notion](https://chatthing.ai/docs/knowledge/notion). ## Channels ### The bot doesn't reply in Slack or Discord - Check the channel is connected and turned on in your bot's **Channels** tab. - Check the bot has been invited to the Slack or Discord channel you're using. - Check your team hasn't run out of message tokens (see below). Each channel page has its own troubleshooting: [Slack](https://chatthing.ai/docs/channels/slack), [Discord](https://chatthing.ai/docs/channels/discord), [WhatsApp](https://chatthing.ai/docs/channels/whatsapp), [Telegram](https://chatthing.ai/docs/channels/telegram), [Email](https://chatthing.ai/docs/channels/email). ### The bot replies that it can't help right now If a bot reaches a usage limit, or its channel is turned off, messaging channels reply with a short notice instead of an answer. Check: - Your team's message tokens for the month. See [Message tokens](https://chatthing.ai/docs/account/message-tokens) and [Add-ons](https://chatthing.ai/docs/account/add-ons). - The bot's **Daily token limit** in **General settings**. See [Usage limits](https://chatthing.ai/docs/bot-settings/usage-limits). - That the channel is turned on in the **Channels** tab. ## Power-ups ### A power-up doesn't run - Check the power-up is turned on in the bot's **Power-ups** tab. - Tell the bot when to use it in its **Prompt**, for example "When a customer asks for a person, use the Talk to a human power-up." - Power-ups don't run in Otto's test chats. Test them in a real conversation. See [Otto](https://chatthing.ai/docs/get-started/otto#how-otto-tests-your-bot). See [How power-ups work](https://chatthing.ai/docs/power-ups/how-power-ups-work). ## Still stuck? Email [support@chatthing.ai](mailto:support@chatthing.ai), chat with the support bot on [chatthing.ai](https://chatthing.ai), or ask in our [Discord community](https://discord.com/invite/DGCCR34Fsj). ## Related - [Fix chat widget problems](https://chatthing.ai/docs/channels/website/troubleshooting): What to check when the chat widget doesn't appear, shows old colours, blocks page scrolling or won't load on your website. - [Improve your bot's answers](https://chatthing.ai/docs/improve/improve-answers): Fix a bot that says "I don't know", gives wrong or made-up answers, goes off-topic, rambles, forgets context or replies in the wrong language. - [Sign in and manage your account](https://chatthing.ai/docs/account/sign-in-and-account): Sign up, confirm your email, reset a forgotten password, change your email address, manage email preferences and delete your Chat Thing account.