When something isn't working as expected in Smartsupp, this guide walks you through the quick fixes that resolve most common issues — and shows you how to report a bug so our team can help you fast.
We've split this article into four sections:
Basic troubleshooting steps
If something isn't working as expected in Smartsupp, try these steps first before contacting support. They resolve the majority of common issues.
1. Refresh the page
Press Ctrl + R (Windows) or Cmd + R (Mac) to reload the Smartsupp dashboard. This fixes most temporary glitches caused by connection interruptions or outdated page content.
2. Clear your browser cookies and cache
Outdated or corrupted cookies can cause login issues, broken layouts, or missing data. To clear them:
Google Chrome: Settings > Privacy and security > Delete browsing data > select "Cookies" and "Cached images and files" > Delete data
Mozilla Firefox: Settings > Privacy & Security > Cookies and Site Data > Clear Data
Microsoft Edge: Settings > Privacy, search, and services > Delete browsing data
💡 Tip: For a quicker fix, you can clear cookies only for app.smartsupp.com directly in your browser's address bar (click the lock icon > Cookies).
3. Try an incognito / private window
Open a new incognito window (Ctrl + Shift + N in Chrome) and log in to Smartsupp there. This helps determine whether the issue is caused by a browser extension, cached data, or a cookie conflict. If Smartsupp works fine in incognito mode, the problem is likely related to your browser settings or extensions.
4. Disable browser extensions
Some browser extensions — especially ad blockers, privacy tools, or VPN extensions — can interfere with Smartsupp. Try temporarily disabling your extensions to see if the issue goes away.
5. Try a different browser
If the issue persists, try accessing Smartsupp from a different browser (e.g. switch from Chrome to Firefox or Edge). This helps isolate whether the problem is browser-specific.
How to report a bug
If the basic troubleshooting steps above don't resolve the issue, please contact our support team. To help us investigate and fix the problem as fast as possible, include the following information in your report:
Can you reproduce the issue?
Let us know if the issue happens every time or only occasionally. If you can reproduce it consistently, describe the exact steps that lead to the problem. This is the most important piece of information for our team.
Send us a screenshot or screen recording
A visual record is incredibly helpful. You can use:
Screenshot: Press Print Screen (Windows) or Cmd + Shift + 4 (Mac) to capture your screen.
Screen recording: Use a free tool like Loom or your system's built-in screen recorder (Windows: Xbox Game Bar with Win + G; Mac: Cmd + Shift + 5).
💡 Tip: Make sure the screenshot or video clearly shows the error message, unexpected behavior, or the part of the dashboard where the issue occurs.
Include your system information
Please share the following details so we can better understand your environment:
Operating system and version (e.g. Windows 11, macOS Sonoma 14.3)
Browser and version (e.g. Google Chrome 124.0). You can find this in your browser's settings under "About".
Smartsupp account email you're logged in with
URL of the page where the issue occurs (if it's on your website and not in the dashboard)
Common issues and quick fixes
Issue | Quick fix |
Dashboard is slow or freezing | Clear cache, reduce the number of open browser tabs, re-login. |
Chat widget not showing on website | Verify the Smartsupp code is placed between the |
Not receiving notifications | Check notification permissions in your browser and OS settings. |
Login not working | Delete cookies for |
Mobile app not receiving push notifications | Update the app, check notification permissions, re-login. |
What's next?
Why can't I see the chat on my website? — fix a chat box that isn't appearing on your site.
Basic chat box settings — customize the look, language, and behavior of your chat box.
Chat box languages — see the supported languages and how to change them.
💡 Still need help? If you've tried the steps above and the issue persists, contact our support team via chat or email. The more details you include, the faster we can help you!