Zendesk Web Widget Not Loading or Not Showing

How to fix it

Try these in order — the most common fix is first.

1. 1. Verify the snippet

   Copy steps
   1. View page source and search for static.zdassets.com/ekr/snippet.js
   2. Place it directly in the page HTML, not inside an iframe
   3. Copy the code again from the correct channel (Classic vs Messaging)
   Did this fix it? Yes No

2. 2. Check the widget is enabled

   Copy steps
   1. Admin Center > Channels > Messaging and social > Messaging
   2. Confirm the widget exists and is on for the right brand
   Did this fix it? Yes No

3. 3. Allow Zendesk domains

   Copy steps
   1. Open the browser console and look for blocked requests or CSP errors
   2. Allowlist zdassets.com and zendesk.com in CSP, firewall or ad blockers
   Did this fix it? Yes No

4. 4. Check status

   Copy steps
   1. Review status.zendesk.com for your pod
   2. Hard refresh or test in a private window
   Did this fix it? Yes No

Symptoms

The chat or help widget never appears on your site or shows a 'Couldn't load messages' error.

Why it happens

• Snippet missing, misplaced or injected late by a tag manager
• Using the Classic snippet when the messaging widget is enabled, or the reverse
• Messaging widget embedded in an iframe (not supported)
• Content Security Policy or firewall blocks zdassets.com / zendesk.com
• Widget not enabled for the brand
• Zendesk incident on your pod

This guide also covers

• zendesk widget not loading
• zendesk web widget not showing
• zendesk chat widget not appearing

The same problem in other apps

All missing or lost data guides →

• Intercom Messenger Not Showing on Website (Intercom)

Other Zendesk errors

• Zendesk Emails Not Creating Tickets
• Zendesk Triggers Not Firing
• Zendesk Email Notifications Not Sending
• Zendesk SSO Login Error (Redirected to Logout URL)
• Zendesk Macros Not Working or Not Showing
• Zendesk API Errors 401, 422 and 429
• Zendesk Attachment Too Large or Upload Refused
• Zendesk AI Agent Not Answering