Tellback
Book Demo

Troubleshooting Guide

Resolve whitelisting issues, script configuration errors, and calendar synchronization failures.

Last updated:

Use this guide to diagnose and fix common script integration, telemetry recording, and Google Calendar sync problems.

Script & Widget Loader Errors

1. Widget is not appearing on the page

  • Symptom: The floating feedback tab or Request Demo button is not visible on your site.
  • Likely cause: The loader script tag is missing, the site public key is incorrect, or the active page origin is not whitelisted.
  • How to fix:
    1. Inspect the page DOM and verify that <script data-tellback-site="YOUR_PUBLIC_KEY"> is present.
    2. Open the browser console to check for a warning stating "Tellback: Forbidden origin or invalid configuration."
    3. Ensure your site's exact scheme, domain, and port match your whitelisted Allowed Origins in dashboard settings.
  • Related docs link: Allowed Origins & CORS

2. Forbidden Origin / CORS whitelisting failures

  • Symptom: The console reports a network fetch failure to the config endpoint.
  • Likely cause: Your site is loading from an unlisted domain or localhost port.
  • How to fix: Add the exact root origin (e.g. http://localhost:3000 or https://example.com) to your Allowed Origins list. TellBack does not support wildcard matching.
  • Related docs link: Allowed Origins & CORS

Feedback Capture & Telemetry Failures

3. Voice note recording fails

  • Symptom: The microphone icon shows an error, or clicking it fails to start.
  • Likely cause: The browser blocked microphone access permissions, or secure context (HTTPS) is missing.
  • How to fix:
    1. Ensure the site is running under secure context (https:// or localhost). Browsers block mic access on unsecure http:// sites.
    2. Reset your site's browser permissions and allow microphone access when prompted.
  • Related docs link: Voice Feedback

4. Viewport screenshots are not capturing

  • Symptom: Feedback submissions in the dashboard are missing screenshot thumbnails, or sections are blank.
  • Likely cause: Elements contain data-tellback-ignore attributes, or CORS headers are missing on static resources (images/fonts).
  • How to fix:
    1. Verify elements to ensure they do not have data-tellback-ignore set on parent nodes.
    2. Configure Access-Control-Allow-Origin: * headers on external image CDNs so the canvas renderer can clone them.
  • Related docs link: Screenshots & Element Selection

5. Session replay is not recording

  • Symptom: Feedback entries have no accompanying replay logs.
  • Likely cause: The active Feedback Mode is set to pageviews_only or the session recording duration cap was exceeded.
  • How to fix:
    1. Change your Feedback Mode to sessions_hidden_widget or full_feedback_mode.
    2. Check that the session has not run longer than 15 minutes.
  • Related docs link: Session Replay

Request Demo & Sync Issues

6. No available booking slots are shown

  • Symptom: The scheduling widget shows no slots, or displays an empty calendar state.
  • Likely cause: Availability hours are not enabled for the current weekdays, or the connected Google Calendar Freebusy query failed (which fails safe by returning zero slots).
  • How to fix:
    1. Verify your Availability Timezone and active slot ranges.
    2. Check the Google Calendar connection health in settings. If unhealthy, reconnect your Google account.
  • Related docs link: Google Calendar & Meet

7. Google Calendar event synchronization failed

  • Symptom: The bookings log shows a red failed badge, and no Meet link is generated.
  • Likely cause: The Google account was disconnected, or API permissions have expired.
  • How to fix:
    1. Locate the booking in your dashboard list.
    2. Click Retry Sync to attempt to re-generate the calendar event.
    3. Reconnect the Google account in settings if sync failures persist.
  • Related docs link: Google Calendar & Meet

AI Task Errors

8. AI Task was not generated

  • Symptom: Feedback card displays, but status does not transition to tasks backlog.
  • Likely cause: The project's daily or monthly AI attempt cap has been exceeded, or AI processing is disabled for the workspace.
  • How to fix:
    1. Check your Billing and Usage metrics.
    2. Verify that AI tasks are enabled in project configurations.
  • Related docs link: AI Tasks

Privacy & Consent Responsibility
Site owners are responsible for providing appropriate visitor notices and obtaining any required consent for feedback collection, pageview tracking, session context, replay, audio, screenshots, booking forms, email reminders, and AI processing where applicable.