Troubleshooting

The half-dozen things that go wrong, and how to diagnose them in under five minutes. If none of these match your situation, email hello@innkept.com with as much detail as you can — the more specific, the faster we can help.

The widget doesn't appear on my page

Check, in order:

1. Open the page and view source. Confirm both lines of the snippet are there — the div and the script.
2. Open the browser console (Cmd-Option-J / F12). Look for errors mentioning Innkept.
3. If you see 403 Forbidden: your origin allowlist is blocking this domain.
4. If you see 404 on the loader: check the data-key exists and starts with pk_.
5. If you see no errors at all but no widget: the target div might have display: none or height: 0 from a parent style. Inspect the element.
6. WordPress users: confirm your theme isn't stripping the <script> tag — see install guide.

Leads aren't reaching my CRM

1. Open the lead in the Innkept dashboard. If it's there, the widget submitted fine — the issue is downstream.
2. Open Integrations. Look at the Last pushed at on each card. If it's old, the push isn't running.
3. Look at Last error on each card.
4. Common HubSpot errors: 401 (token revoked) → regenerate. 403 (missing scope) → add crm.objects.contacts.write to the private app.
5. Common Pipedrive errors: 401 (token regenerated) → re-paste. 404 (wrong domain) → check the subdomain.
6. Common webhook errors: timeout → check your endpoint responds within 10s. 5xx → check your server logs.

Dates aren't blocking out properly

1. Open Calendar sources. Confirm the source is active and Blocks availability is ticked.
2. Check Last synced at — if it's hours old, the most recent calendar changes might not have been pulled yet. Click Sync now.
3. For Google Calendar specifically: use the Secret address in iCal format, not the public address. The public one is cached aggressively and lags by hours.
4. If the date should be free but is blocked: there's a manual block in the way. Check Manual blocks.

The total looks wrong

The maths is subtotal + rules + VAT. Walk through:

1. Open the quote in the dashboard. Check each line: name, quantity, unit price, line total.
2. Confirm quantities match — per-guest items multiply by the guest count from step 4.
3. Check the rule adjustment line. Which rule fired? Was that the one you expected?
4. Check VAT: each line shows its own VAT contribution. The most common confusion is items with vat_rate = 0 contributing nothing.

I can't find a guest's lead

1. Open Leads. Clear any status filter — maybe they were marked lost earlier.
2. Search by email. If still nothing, the submission probably failed.
3. If you ran out of monthly leads on the Free plan, submissions get a 429 and don't create a record. Check Billing to confirm you're under quota.
4. If you've recently rotated keys, the widget might have been using the old key for a window — check the new key's Last used at.

The proposal page shows the wrong logo / colours

1. Open Settings → Appearance. Confirm what's saved.
2. Hard-refresh the proposal page (Cmd-Shift-R). Browsers cache the logo aggressively.
3. If the colours look right but the logo is missing: the file may have failed to upload. Re-upload.

Email notifications stopped arriving

1. Check spam.
2. Check the integration is still active in Integrations.
3. Check Last error. If it's "bounce" or "blocked", the recipient mail server has marked us as suspicious — add noreply@innkept.com to your safe-sender list.
4. Try changing the recipient temporarily to a personal Gmail to isolate whether the issue is your inbox.

Still stuck

Email hello@innkept.com. Include:

• The page URL where the widget is embedded.
• The publishable key prefix (first 12 characters — never the full key).
• Any error message in the console or in the integration card.
• A screenshot if visual.

Humans reply within a working day, often within an hour during UK business hours.