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Troubleshooting the embed

The widget isn't appearing on my website​

Check these things in order:

  1. Is the embed code saved and published? If you're using Google Tag Manager, make sure you've published the container after adding the tag. Changes in GTM don't go live until published.

  2. Is the allowed domain set correctly? Go to App settings and check the Allowed domain field. Make sure it matches your website's domain exactly — including or excluding www. as appropriate. See Allowed domains for the exact format required.

  3. Is the app active? Go to App settings and check the Active toggle. If it's off, visitors see the inactive message, not the widget.

  4. Check the browser console — open your browser's developer tools (F12) and look for any JavaScript errors related to Karo.

The widget appears but won't open / is broken​

Open the browser console (F12 → Console tab) and look for errors. Common causes:

  • A content security policy (CSP) on your website blocking the iframe
  • A conflicting script on the page

If you see CSP errors, your web developer will need to allow app.heykaro.com in your site's content security policy.

The widget works on desktop but not mobile​

Karo is designed to be fully responsive. If you're seeing issues on mobile, check for CSS on your website that might be constraining iframes or affecting z-index stacking. Contact SynapTix support with the specific device and browser for investigation.

The widget isn't working on our staging site​

The allowed domain setting only permits the domain you specify. To test on staging, temporarily update the allowed domain to your staging URL, then change it back before going live.

Alternatively, use the demo link: https://dashboard.heykaro.com/demo/your-app-id.

The widget works but www. / non-www. is inconsistent​

Make sure your website consistently redirects to one canonical domain (either with or without www.) and that your allowed domain setting matches that canonical form.