Troubleshooting common issues

The chat bubble does not appear on my site

Three usual causes:

1. The script wasn't saved. Reload your site with hard refresh (Cmd+Shift+R / Ctrl+Shift+R) and check the page source — the <script src="...aurora.4os.ai/widget.js"...> tag should be present.
2. Content-Security-Policy is blocking it. If your site has a CSP, add aurora.4os.ai to script-src and connect-src.
3. Wrong widget ID. Copy the snippet from your dashboard fresh; the data-widget-id must match your enterprise.

I never received the signup verification email

Check spam first. If still missing, the most common cause is your domain's spam filter quarantining the OTP. Sign up using a personal email (Gmail, Outlook) and add your work email later from the Team panel.

AI drafts feel generic

Drafts get noticeably better around the 30–50 resolved-ticket mark. Until then, seed your common questions and your preferred tone under Bot Agent → Examples. See How AI-drafted replies work.

My trial says "begins when you reply to your first customer" — when does it actually start?

The 14-day trial timer starts the moment you send your first reply on a chat-channel ticket. Until then, you have a 90-day grace window to set up the widget and invite your team. The dashboard reflects the active trial date once the clock starts.

Billing showed a charge I didn't expect

Open Owner Panel → Billing & Seats → Manage billing. The Stripe-hosted portal shows every line item, invoice, and seat count. If something still looks wrong, email hello@4os.ai with the invoice ID and we'll dig in.

Still stuck?

Email hello@4os.ai. Include your enterprise name, what you tried, and any error messages — we'll respond within one business day.