# Troubleshooting & FAQ

> Solutions to common issues: widget not appearing, invalid origins, auth errors, and more.

Product: Clad Widget SDK
Source: https://docs.useclad.ai/widget/troubleshooting

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**The widget doesn't appear.**
Check the browser console for errors, confirm `workspaceId`/`widgetId`, and that
your page's origin is in the widget's **allowed origins**. The `GET /config`
call must succeed.

**`invalid_origin` when starting a session.**
Add your site's exact origin (scheme + host + port) to the widget's allowed
origins. Wildcards are single‑label (`https://*.customer.com` matches
`app.customer.com` but not `a.b.customer.com`).

**`auth_required` / `auth_expired` for logged‑in users.**
Ensure `tokenProvider` returns a valid JWT signed with the widget secret and
including `sub`, `widget_id`, `workspace_id`, and a future `exp`. The SDK
refreshes automatically; a thrown `tokenProvider` surfaces as `error`.

**Agent replies don't appear in real time.**
Confirm the page can reach the API over HTTPS **and** WebSocket
(`wss://`). Corporate proxies sometimes block WebSocket; the widget falls back
but with slightly higher latency.

**Conversations from before login disappeared.**
Use `identify()` (not a fresh `boot` with a new user) to merge anonymous
history. Ensure `allowAnonymousToIdentifiedMerge` is enabled.

**Multiple users on one browser see each other's chats.**
Call `shutdown({ clearStorage: true })` on logout.

**How do I theme it to match my brand?**
Theming is code‑owned. Set `theme` in `window.SupportChatSettings` (or
`SupportChat.createChat`) for the first paint, or call `setTheme(...)` at
runtime. See [Theming, locale & z‑index](#theming-locale--z-index) for the full
token list, custom CSS, header/branding, fonts, and icons.