If your chat icon has stopped appearing on your website, work through these checks in order. Most cases turn out to be browser cache or a domain that isn't enabled on the widget.
Who: School admins and whoever manages your website
1. Clear your browser cache
Clear cached images, cookies, and site data, then fully quit and reopen your browser — not just the tab. This resolves the majority of disappearing-widget reports, because an old cached version of the page is being served to you and to nobody else.
2. Check a second browser and a phone
Open the page in a private window, a different browser, and on your phone over mobile data. If the widget appears in any of those, the site is fine and the issue is local to the first browser — go back to step 1.
3. Confirm the domain is enabled on the widget
The widget only loads on domains that have been enabled for it. If you've added a new site, moved to a new domain, or launched a second brand, that domain has to be added before the widget will appear there. See Set Up Lead Capture (Website Widget).
4. Confirm the embed code is still on the page
Site redesigns, theme updates, and plugin changes routinely strip embedded scripts. Ask whoever manages your website to confirm the Lumion embed code is still in place on the affected pages. This is the most common cause when a widget works on two of your sites and not the third.
5. Compare your sites
If you run several sites and the widget works on some, the problem is with the affected site rather than your Lumion account. That narrows it to the domain setting in step 3 or the embed code in step 4.
Still not appearing
Contact support and include the exact URL where it's missing, which browsers and devices you've tried, and which of your other sites the widget is working on. That's enough for the team to reproduce it — see How to Contact Lumion Support.