If the Churn.io widget is not appearing when a customer clicks your cancel button, this guide walks through the most common causes and how to fix each one.

Check: open your browser's developer tools (F12 or right-click and Inspect), go to the Network tab, and reload your page. Search for "widget.js" to see if the Churn.io script is loading.

Fix: make sure the script snippet from Flows > Embed > Widget is added to your page before the closing </body> tag. If you are using a JavaScript framework, ensure the snippet is loaded after the DOM is ready.

Check: go to your Flows list in Churn.io. Is the flow status showing as Published or Draft?

Fix: open the flow and click Publish in the top right corner. Draft flows are never shown to customers.

Check: open your browser console and look for any JavaScript errors. Try calling rq('show', { email: '[email protected]' }) directly from the console to see if the widget appears.

Fix: make sure your cancel button calls rq('show', ...) and is not simultaneously navigating away from the page or firing a cancellation API call before the widget opens. See Installing the Churn.io Widget on Your Website for the correct trigger code.

Check: if you have audience targeting conditions set on your offers, they may be filtering out the test customer. Check your flow's targeting rules.

Fix: temporarily remove all audience conditions from your offers to verify the widget loads. Then re-add conditions one at a time to identify which one is blocking the session.

Check: test in a private or incognito browser window with all extensions disabled.

Fix: if the widget appears in incognito but not in your regular browser, an extension is blocking it. This is a development environment issue and will not affect your real customers in most cases.