Messages not sending or receiving

If you're experiencing issues with sending or receiving messages through Bridge, follow these troubleshooting steps to resolve the problem.

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 Bridge

Verify Widget Installation

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

1. Go to your Bridge dashboard
2. Navigate to the Squarespace website where messages aren't working
3. Check that the widget code is correctly installed
4. Verify the website status shows as "Active" in your dashboard

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 Bridge 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 Bridge account is active:

• Log in to your Bridge dashboard
• Check that your subscription is active and not expired
• Ensure you haven't exceeded any plan limits
• Verify that your payment method 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 on your Squarespace site
• Ask a client to test sending a message from their device
• 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 the size limit (typically 10MB)
• Check that file types are supported (images, PDFs, documents)
• Try sending without attachments to isolate the issue

Verify Real-Time Connection

Bridge uses real-time connections for instant messaging:

• Check if you see a connection indicator in your dashboard
• Look for any "Disconnected" or "Reconnecting" messages
• Refresh the page to re-establish the connection
• 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.