Troubleshooting the Frill Script

If widgets or surveys aren't appearing, or you're seeing console warnings, this guide walks through common issues and fixes.

Check installation status

First, verify the script is installed:

1. Go to Settings > Frill Script in your dashboard

2. Click Check Status

3. If the status shows "Not installed", the script isn't reaching Frill's servers

If the check fails, confirm:

• The script is pasted in your site's HTML before </body>

• Your site changes are deployed (not just saved locally)

• You're testing on the correct domain (not localhost if the script is only on production)

Adblockers and browser extensions

Adblockers and privacy extensions (uBlock Origin, Privacy Badger, Brave Shields) often block widget scripts. To test:

1. Open your site in an incognito/private window

2. Disable browser extensions temporarily

3. Check if widgets appear

If widgets work with extensions disabled, the script is being blocked by an extension. This affects your users too—consider mentioning this in your support docs if applicable.

Common console warnings

Open your browser's developer console (F12 or Cmd+Option+I) and look for Frill-related messages:

"Missing container key"

The script is installed but the key parameter is missing or incorrect. Verify your script matches the snippet in Settings > Frill Script. Copy it again to ensure the key is correct.

"Ignored because it is not a valid JWT"

Your SSO token is malformed or signed with the wrong key. Check:

• You're using the HS256 algorithm to sign the token

• The SSO secret key matches the one in Settings > SSO

• The token is generated server-side (not in client JavaScript)

See Configuring SSO with the Frill Script for detailed setup instructions.

"User asked to login" or "Enable guest auth"

A widget requires authentication, but the user isn't identified. Either:

• Pass a user object or ssoToken in the Frill Script

• Enable Allow guest users in the widget's settings (Dashboard > Widgets > [Widget] > Settings)

"No container on identify"

You're calling Frill('container', {...}) after the script has already initialized. This is usually harmless—the script queues the call and processes it when ready. If widgets still don't appear, check targeting settings.

Widgets not appearing

If the script is installed but widgets don't show:

1. Check targeting — Go to the widget's Targeting settings. Confirm:

   • URL rules match your current page (no typos, correct wildcards)

   • User segment rules match your user attributes

   • Device targeting includes your current device (desktop/mobile)

2. Check widget status — Ensure the widget is published (not paused or draft)

3. Clear cache — Hard refresh your page (Cmd+Shift+R or Ctrl+F5)

Use the debug helper

In your browser console, run:

Frill('help')

This prints a debug log showing:

• Whether the script loaded successfully

• Your container key

• Active widgets and surveys

• User identification status

Use this output to diagnose configuration issues or share it with Frill support.

Still stuck?

If none of these steps resolve the issue:

1. Run Frill('help') and copy the output

2. Take a screenshot of any console errors

3. Contact Frill support at [email protected] with:

   • The URL where you're testing

   • The widget/survey that isn't appearing

   • Debug output and console screenshots