If the chat window won't open, or opens but stays blank, something in your browser is usually blocking it. Ad blockers, privacy extensions and private browsing can all stop the chat from loading.
Work through the steps below in order, and try opening Penny again after each one.
Check your browser is up to date
An out-of-date browser can stop the chat from loading properly. If you're using Google Chrome:
Click the three dots in the top-right corner of Chrome.
Go to Help > About Google Chrome.
Chrome will check for updates and install any that are available. Click Relaunch when it's finished.
If you use a different browser, check that it's on the latest version.
Check your browser extensions
Ad blockers and privacy extensions can stop the chat from loading. To see if one of these is the cause:
Open your browser's extensions list. In Chrome, click the puzzle piece icon next to the address bar, then Manage extensions.
Turn off any ad blocker, privacy blocker, script blocker or tracking protection extension.
Reload the PaySauce page and try opening Penny again.
If Penny loads, the extension was the cause. To keep using the extension without it blocking the chat:
Add js.intercomcdn.com to the extension's allowlist (this may also be called a whitelist or trusted sites).
Turn the extension back on.
Use a normal browser window
Private and incognito windows can block the chat. If you're using one, close it and log in to PaySauce in a normal browser window.
Clear your browser cache
Your browser stores copies of websites to help them load faster. Sometimes these stored copies get out of date and stop the chat from loading. Clearing your cache removes them so your browser loads a fresh version of PaySauce.
To clear your cache in Google Chrome:
Click the three dots in the top-right corner of Chrome.
Click Delete browsing data. You can also press Ctrl + Shift + Delete (Windows) or Cmd + Shift + Delete (Mac).
Set the time range to All time.
Tick Cached images and files. You can untick the other options if you don't want to clear them.
Click Delete data.
Reload the PaySauce page and try opening Penny again.
If you use a different browser, follow the steps for your browser:
Clear cache in Microsoft Edge
Clear cache in Safari
Clear cache in Firefox
Still not working?
If the chat is still blank, contact our support team: [email protected] and include:
a screenshot of the blank chat window
a screenshot of any errors in your browser console
To find errors in your browser console in Chrome:
On the PaySauce page, press Ctrl + Shift + J (Windows) or Cmd + Option + J (Mac).
Look for any messages in red.
Take a screenshot and send it to us with your message.