The main route to accessing Countfire’s support is our in-app support widget.

This widget can be found in the bottom right-hand corner of your screen and looks like this:

What to do if the in-app support widget is missing?

If you don’t have an orange circle on the bottom right of your screen, this means it’s being blocked by something.

There are two main ways this is usually blocked:

Google Chrome extension block

There are a number of Google Chrome extensions that can block the in-app support widget (generally these are extensions like ad-blockers etc).

To check whether you have a Google Chrome extension installed that is blocking the widget, take the following steps:

  1. Open Google Chrome.
  2. At the top right, click More and then New Incognito Window.
    (Shortcut = Windows: Ctrl + Shift + N, Mac: Press ⌘ + Shift + N).
  3. Visit app.countfire.com and check whether the widget appears.

Google Chrome extensions aren’t generally available in incognito mode, however, if you have specifically set an extension to be allowed within incognito mode, you will also need to turn those extensions off.

Once you’ve ruled out a Chrome Extension blocking the in-app support widget, the next likely cause is a block put in place by your IT network administrator.

IT network administrator block
It’s possible for your IT network administrator to specifically block access to certain websites or domains. 

If they have rules in place that block domains the in-app support widget needs to function, these domains will need to be whitelisted for the widget to appear.

The domains that need to be whitelisted are below:

*.intercom.io
*.intercom.com
*.intercomcdn.com
*.segment.io
*.segment.com

The best way of doing this is to contact your IT administrator and direct them to this help centre article.

Learn more

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