Widget Not Appearing
The report button doesn't show up on your site or app.
Start with the status on the project's Install tab. It reads Waiting for your site… (or Waiting for the app to connect…) until the widget loads once, then Live on your-site.com. If it never turns live, work through these in order:
Check the browser console
Open DevTools and look for JavaScript errors around the SnagRelay script. A typo in the API key or a Content Security Policy block are the most common causes.
Confirm the script is loading
In the Network tab, check that a request to app.snagrelay.com/widget/load/YOUR_API_KEY
returns 200. A 404 usually means the API key is wrong or the project was deleted. A CSP or
ad-blocker problem shows the request blocked entirely.
Check your API key
Compare the key in your snippet with the one on the Install tab. Make sure it wasn't truncated.
Is the project active?
A project over your plan's limit, or paused, doesn't load the widget. Check Plans & Limits, and look for an upgrade prompt on the Projects page.
Is it hidden on purpose?
If Invited reporters only is on, the widget stays hidden until someone unlocks it from their invite email. See Your access. Also check Launch: with the floating button off, reporters can only open the widget from your own link, a shortcut, or a gesture.
Check for CSS conflicts
The button is fixed-position. An aggressive global CSS rule (for example
* { z-index: 0 !important; }) can hide it behind other elements.
WordPress: check visibility rules
In the WordPress plugin, confirm the frontend and admin toggles and the visibility rules (all visitors, logged-in, or specific roles) match who you're testing as. Clear any WordPress or CDN cache after changing settings.
React Native: env key and rebuild
Confirm .env has EXPO_PUBLIC_SNAG_RELAY_API_KEY and that you pass
apiKey={process.env.EXPO_PUBLIC_SNAG_RELAY_API_KEY} from your app file (Expo does
not inline env vars inside node_modules). Restart Metro after changing .env. After
installing the SDK or its peers, rebuild the native app (pod install on iOS).
In local development, shake opens the Expo menu — pick Report a Snag, or tap the button. Screenshots work in Expo Go.
Screenshots fail, but the button shows up
That's usually HTTP Basic Auth. If your site or staging environment requires a password, turn on Site behind a password on the Install tab and enter the credentials.
If screenshots are missing entirely, check your plan: screenshots and markup are part of paid plans. See Plans & Limits.