Web Widgets troubleshooting

Symptom, cause and fix for the OnePath widgets, starting with the ones that come up most: the button says OnePath is not active, or does nothing.

Before anything else, open dev tools, reload the page, and look at two things:

Network → filter "onepath" → sdk.onepath.ai/v1/sessions → status 200 or 403?
Console  → window.onepath.config → an object, or undefined?

Symptom → cause → fix

Symptom	Likely cause	Fix
Clicking the button shows "Onepath is not active for this website. Please contact the website owner.", `sessions` request is 403	The page's domain is not on the account's Allowed websites list	Add the domain (root domain covers subdomains) under Account settings → Lead Capture → Channels → Web Widgets card → Allowed websites. Channels
A widget that was open shows the same message	Web Widgets was turned off, or the domain was removed, after the page loaded	Turn Web Widgets back on, or add the domain again, then reload the page
Button does nothing, `sessions` is 200	The Web Widgets toggle is off	Turn it on under Channels → Web Widgets card. Channels
Button does nothing, no `onepath` requests at all	The loader tag is missing, or a speed/delay-JS plugin held it back	Confirm the tag is in the head; safelist `cdn.onepath.ai` in the plugin (details)
Button does nothing, `sessions` is 200 but no `cdn.onepath.ai/modules/…` scripts load	A speed plugin is rewriting the scripts the loader injects	Safelist the whole `cdn.onepath.ai` domain, not just the loader tag
Button does nothing, loader tag has `integrity="sha384-…"`	The file changed since the hash was computed, so the browser refused to run it	Remove the `integrity` attribute. Do not pin the loader
Two `loader.js` tags in the page source	The theme and a plugin, or the theme and Tag Manager, both add it	Keep exactly one
Scheduler opens, chat button does nothing (or the reverse)	That widget's channel is disabled on the account	The Web Widgets toggle enables both together; check with the account owner
Wrong colors	Channel colors override account colors	Set Channels → Web Scheduler / Web Chat brand and text color, or clear them to fall back to the account colors
Wrong or missing logo	The logo comes from Business Info	Upload it there (Business Info). If an older logo was attached to the widget itself, it still wins; ask OnePath to clear it. The chat header never shows a logo
Typed text is invisible, or the widget renders tiny	Your site's CSS set a global text color or a 10 px root font size	Current builds set their own text color and pixel sizes; make sure nothing on your page overrides `#onepath-web-scheduler-container` or `#onepath-web-chat-container`
Pre-selected service is ignored	`serviceable_type` / `service_type` do not match the account's Services exactly	Copy the strings from app.onepath.ai/settings/account/service_details. Matching is exact
Pre-filled name is ignored	The phone number belongs to an existing customer; the record on file wins	Expected. Only new visitors take the name you pass
"Outside our service area" banner	The zip code is not in Service Areas	Add it under Service Areas
"This service is handled by our office"	The service's Desired Outcome is Escalate	Expected: the lead goes to your team instead of the calendar. Change it under Services
No dates available	Availability comes from your field service software and its lead time; nothing is open in the visible range	Check schedules and lead time there, and Business Hours
"Your session timed out, so we started fresh."	Three minutes without activity past step 1	Expected. Nothing was booked; the visitor starts over
Events never fire	The visitor never reached the address step, or your listener was attached after the event fired	Booking events need a captured service address. Attach listeners early, in the head after the loader
Works in production, not on staging	The staging domain is not on the list	Add it. A different host, such as `acme.webflow.io`, needs its own entry
Works with the button, `onepath:webscheduler:open` from a form does nothing	The event was dispatched before `loader.js` ran, often because the loader is injected by Tag Manager	Move the loader to a direct head tag ahead of the form script (why)

"Onepath is not active for this website"

The visitor sees this when the button is clicked on a page whose domain the account does not list. The v1/sessions request answers 403, and no widget loads on that page. Add the domain to Allowed websites. This is the cause nine times out of ten on a new site, and on a staging copy of a live one.

The button does nothing

Work down this list; stop at the first thing that is wrong.

Web Widgets is off. v1/sessions answers 200, but window.onepath.config.channels shows both widgets disabled. Turn the Web Widgets toggle on.
Speed plugin. NitroPack, WP Rocket, LiteSpeed Cache, Perfmatters, Flying Scripts, Cloudflare Rocket Loader and similar tools delay or rewrite injected scripts. The loader retries for a while, then gives up. Safelist cdn.onepath.ai.
Two loader tags. Remove one.
integrity attribute. Remove it.

Colors and logo

The scheduler and chat take their colors from Channels → Web Scheduler and Channels → Web Chat. When those are blank, the account's brand color and text color apply. The logo comes from Business Info. Styles live inside the widget; there is no way to restyle it from your site's CSS, and no attribute on the tag changes it.

Events not firing

appointment_created and task_created require a service address. A visitor who closes the modal on step 1 fires nothing.
widget-ready fires after the scheduler is first opened, not on page load, and never for chat. Do not wait for it before showing buttons.
Attach listeners before the event can fire. A listener added inside a lazily loaded component may miss a fast booking.
Check the console: an open event sent while the scheduler is disabled logs a warning and is dropped.

Still stuck?

Reach out in your OnePath Slack channel or email your account manager. Include the page URL, the status of the v1/sessions request from the Network tab, and anything printed in the Console so we can help fast.