Troubleshooting

• Confirm feedback is enabled for the domain in the dashboard
• Confirm your plan includes feedback (Pro or higher — not on Starter)
• Check the browser console for [usertraxFeedback] warnings
• Verify data-key matches the domain’s auth key
• Check hideOnPages: the widget may be intentionally hidden on the current route
• Hard-reload / clear cache if an old script is cached

Feedback is available on Pro and above (including Trial and Business). On Starter the config API does not serve the widget — the dashboard shows a notice when you try to enable it.

Fix: upgrade the plan, or test feedback only on domains that belong to a Pro team.

The widget calls GET /api/tracker/feedback/config with header X-Auth-Key. Ensure:

• The API is reachable from the visitor’s browser
• CORS allows your site origin (same as tracker endpoints)
• The auth key is valid for the domain and not mixed up (staging vs. production)
• For local development: apiBase points at a reachable API (Installation)

In the browser network panel you should see a successful config request before the widget renders.

Screenshots use the browser Screen Capture API. The visitor must click Add a screenshot and share their tab.

• Requires HTTPS (secure context)
• Not available on mobile — feedback without a screenshot is expected
• Cancelling the share dialog submits feedback without an image
• Some browsers block capture inside iframes or embedded WebViews