Chat & Call Support Withdrawn For Non-US Customers

[jpb71]

Why & since when has chat & call support been withdrawn fo Weebly customers outside the US? Will it be re-instated? If so, when? Why have we not been emailed about this?

I have sent email for issues that have not been responded to for up to a couple of weeks.

Is Square closing Weebly down?



Attached is a Weebly information screenshot stating this.

[Bernadette3]

Hi @Justí What is the full address url of the page you are posting? I'm wondering if you see that because you are accessing the US link. Our chat team is still receiving chats from people all over the world. 

[jpb71]

Here is the url:
https://www.weebly.com/app/help/us/en/topics/contact-weebly-via-phone-live-chat-or-a-support-ticket
The chat function hasn't worked for me for weeks. I've had no replies from 2 emails I sent almost 2 weeks ago, & 2 brief responses to an email from more than 2 weeks ago, none of which answered my question & both of which I followed up with replies. I use the latest version of Firefox (will not use Chrome) & have tried in safe mode with all add-ons & native FF protection turned off. I use no anti-virus, anti-spy/malware or firewall. I have been in touch with Weebly staff at FB who have offered intermittent help, but cannot solve this.

[Bernadette3]

The chat box will load in a popup in the bottom left corner. Can you verify that you do not see a popup block warning at the top of your browser if you click on the chat link and nothing happens? 

[jpb71]

The chat pop-up window used to appear at the bottom right. (The call pop-up window still did last time I tested it about 10 days ago). I can confirmn that there is no "blocked pop-up" warning at the top of the page (it is usually a yellow band just below the FF tool bar), as there shouldn't be if FF is in safe mode & all browser add-ons & protections are off.

[Adam7]

Can you try switching to a different browser temporarily, @Justí?

[jpb71 · Accepted solution]

I have tried 4 browsers in total & after testing with numerous add-ons on & off, removing privacy & security protections, etc, I discovered that there is a cross-site 3rd party cookie which needs to be allowed. It is a Square, webchat.helpshift.com cookie. The name gives it away... So, finally, I can access the chat service if I allow all cross-site 3rd party cookies. fortunately I can enable this for only the Weebly tab in FF, but it is a less-than-ideal situation. I will probably just use the Brave browser (as it seems to be focussed on privacy & security from corps) set up specificly & only to use with Weebly. I appreciate all the help that has been attempted. Now you have the knowledge to help others in a similar situation. Also, the page which states that the chat & call services are only available to US customers is totally misleading. Many thanks.

[Adam7]

I'm marking your post as solution for anyone else who can't seem to get the chat popup from working. That cookie is indeed being set by the chat software and is necessary for it to work.