This article covers common reasons the Userback widget isn't showing. Follow the steps that apply to your setup, website, web app, native iOS or Android app, or the Intercom launcher.

Troubleshooting: The Userback Widget isn't Showing for Website or Web App

See here for detailed instructions on installing the Userback Widget: How to Install the Userback Widget.

Step 1: Verify Your Access Token is Correct

The Widget authenticates via your access token. To locate your token:

In your Userback account, click the <> button in the top header.
Check the Access Token in the installation code against that on your site.

Step 2: Confirm your Widget is live

Confirm the widget is set to Live from your Overview Page. If the widget is not set to Live, it will not appear on your App.

Step 3: Verify Domain Configuration

Check that domains have been properly configured for your feedback project.
Domains can be managed via the project page and on the Project Overview. Set the domain to the URL of the site where the widget will be displayed.

Step 4: Verify Installation

Once the code has been installed, verify the installation by clicking the Code button on the top right of the header menu followed by the Verify Installation button.

Troubleshooting: The Userback Widget isn't Showing for iOS SDK

See here for detailed instructions on installing the Userback Widget in your native iOS App: iOS SDK Docs (GitHub) | iOS and Android Installation | Userback Mobile SDK

If the Userback widget isn't appearing in your iOS app, follow the steps below to troubleshoot your installation.

Step 1: Verify Your Access Token is Correct

The iOS SDK authenticates via your access token. To locate your token:

In your Userback account, click the <> button in the top header.
Click the iOS SDK Installation guide and confirm that the Access Token in your code matches.

Step 2: Confirm your Widget is live

Confirm the widget is set to Live from your Overview Page. If the widget is not set to Live, it will not appear on your App.
[insert gif]

Step 3: Check SDK Initialization

Ensure Userback.start() is called early in the app lifecycle. To verify correct initialization:

Open AppDelegate.swift
Confirm Userback.start(accessToken: "YOUR_ACCESS_TOKEN") is called inside application(_:didFinishLaunchingWithOptions:)
Ensure it is not called inside a view or after a delay

Troubleshooting: The Userback Widget isn't Showing for Android SDK

See here for detailed instructions on installing the Userback Widget in your native Android App: Android SDK Docs (GitHub) | iOS and Android Installation | Userback Mobile SDK

If the Userback widget isn't appearing in your Android app, follow the steps below to troubleshoot your installation.

Step 1: Verify Your Access Token is Correct

The Android SDK authenticates via your Access Token. To locate your token:

In your Userback account, click the <> button in the top header.
Click the iOS SDK Installation guide and confirm that the Access Token in your code matches.

Step 2: Confirm your Widget is live

Confirm the widget is set to Live from your Overview Page. If the widget is not set to Live, it will not appear on your App.
[insert gif]

Step 3: Check SDK Initialization

Ensure Userback.init() is called at the correct point in the app lifecycle. To verify correct initialization:

Open your main Activity
Confirm Userback.init() is called inside onCreate()
Ensure the Activity context (this) is passed, not applicationContext

Step 4: Check AndroidManifest.xml

To verify the required permissions are declared:

Open AndroidManifest.xml
Confirm <uses-permission android:name="android.permission.INTERNET" /> is present
Verify configChanges is correctly set on your Activity to prevent widget crashes on orientation changes

Step 5: Check ProGuard / Minification

If your release build uses ProGuard or R8, SDK classes may be stripped. To fix this:

Open your ProGuard configuration file
Add the exclusion rule -keep class io.userback.** { *; }
Rebuild your release app

Troubleshooting Intercom: Widget code not found!

Before connecting Userback to Intercom, the Userback widget code must be installed. Follow this guide to install the Userback Widget code on your website. Install the code on all pages where you need Userback to function (via Intercom)

Below are the necessary steps to verify that you've correctly installed the integration: