Messages not sending or receiving

Check Your Internet Connection

First, verify that you have a stable internet connection:

• Check if other websites or services are loading properly
• Try refreshing your browser or restarting your device
• If using Wi-Fi, try switching to a mobile data connection or vice versa
• Check if your firewall or network settings are blocking Squarepaste

Verify Widget Installation

Ensure the Squarepaste widget is properly installed on your Squarespace site:

1. Go to your Squarepaste dashboard
2. Open the project where messages aren't working
3. Go to the Actions tab
4. Check that Install reads "Live" and End this project reads "Active"

The Online/Offline switch on a project is only your availability dot. It doesn't stop messages. If the widget isn't showing on your site, see our guide on troubleshooting widget display issues.

Check Browser Console for Errors

Browser errors can prevent messages from sending:

1. Open your browser's developer tools (F12 or right-click → Inspect)
2. Go to the Console tab
3. Look for any red error messages related to Squarepaste or the widget
4. Take note of any error messages and contact support if needed

Clear Browser Cache

Cached data can sometimes cause message delivery issues:

1. Clear your browser cache and cookies
2. Hard refresh the page (Ctrl+Shift+R on Windows, Cmd+Shift+R on Mac)
3. Try sending a message again

Check Account Status

Verify that your Squarepaste account is active:

• Log in to your Squarepaste dashboard
• Go to Settings → Plan & Billing and check that your trial or subscription is active
• Verify that your card is up to date

Test from Different Devices

To rule out device-specific issues:

• Try sending messages from a different device or browser
• Test from both your dashboard and the widget in the Squarespace editor
• Ask a client to test sending a message, either from the widget or from the project's chat page (the link under the Actions tab → Chat page)
• Check if the issue occurs on mobile and desktop

Check Message Size and Attachments

Large messages or files can sometimes fail to send:

• Try sending a shorter message first to test basic functionality
• If sending files, ensure they're under 10MB
• Check that file types are supported (images, PDF, DOC, DOCX, TXT, ZIP, RAR)
• Try sending without attachments to isolate the issue

Refresh the Real-Time Connection

Squarepaste uses real-time connections for instant messaging:

• If new messages stop arriving, refresh the page to reconnect
• Wait a few moments and try sending again

If none of these steps resolve the issue, contact our support team with details about when the problem started, what you've tried, and any error messages you've seen.