Question 1

Why are my tools not displaying on my website?

Accepted Answer

Please click the ‘refresh’ button on our setting page or press ctrl F5 (ctrl R on Mac) to display your tools (after saving your changes or ‘x’ closing the tools on your browser). You can also add /#zbrefresh to your website url (Ex. www.mywebsitename.com/#zbrefresh )

OR you can open website in private/incognito browser window (for temporary browser cache issues) or open your website on another computer or browser.

Note: Some display options such as display tools for ‘new visitors only’ require you to test in private browser mode.

To open Chrome/Firefox private browser, go to top right corner of browser, look for 3 dots (Chrome) or 3 bars (Firefox) and right click. Choose “New Incognito Window” or “New Private Window”.

If you ‘X’ (close) your tools, they will not display again for 1 session (session length depends on browser settings). Please CLOSE your browser after testing and refresh your website again.

Some tools such as popups will only display once per session (website visit) to avoid annoying your customers.

Browser session length depends on individual browser settings:

For example, IF you browser ‘remembers’ your tabs when you reopen your browser it will be the ‘same’ browser session. Please unclick this option on your browser settings when testing. You can select to display tools ‘once per day/hour’ on the display options IF you would like certain tools like popups to

Question 2

My tools will not display on my Wordpress website

Accepted Answer

To avoid conflicts with custom Wordpress themes, we recommend installing our Zotabox embed code manually using our easy instructions. If you added Zotabox to a 2nd Wordpress site but it is displaying the settings from your 1st site, please follow these instructions to reconnect it properly. Please disable any Wordpress cache plugin.

Question 3

How do I delete a website from my Zotabox account?

Accepted Answer

Please LOGIN to the website you wish to delete on your Zotabox dashboard, then go to ‘Advanced Settings’ to delete this website.

If you wish to delete your WHOLE Zotabox account, please go to your Zotabox account page (upper right corner of your Zotabox dashboard).

IMPORTANT: Once you delete a website or your WHOLE Zotabox account, it can not be recovered.

Question 4

Does Zotabox offer a refund policy for purchased subscription plans?

Accepted Answer

Yes, Zotabox offers a refund policy for subscription plans as follows:

For monthly subscription plans, you can request a full refund within 7 days of the purchase date.
For annual subscription plans, you can request a refund within 30 days of the purchase date. However, a fee equivalent to one month of service (based on the monthly subscription rate) will be deducted. After these periods, no refunds will be provided for either the monthly or annual subscription plans.

Question 5

What happens if I reach my customer visit limit for the month?

Accepted Answer

Your Zotabox tools will be automatically turned OFF if you reach 120% of your existing plan visits for the current calendar month.

(Your monthly/yearly payment date may fall on another day during the month).

For example on our starter plan, your Zotabox tools will be turned OFF when you reach 6,000 website visitors for the current calendar month (30,000 for the express plan etc).

You will be sent reminder emails automatically when you reach 95% and 120% of your visit limits for the current month.

Your limit will be automatically reset to zero at the beginning of the next calendar month (12:00 am GMT + 0) and your tools will be automatically displayed again.

Our pricing plans are based on general website sessions (not tool impressions or clicks) to easily compare with your Google analytics and to avoid complications with multiple active tools and complex display options.

You can compare your visits with your Google Analytics (ours should be lower). If you see a large discrepancy, please give us a screenshot of your Google Analytics – Audience – Overview – Sessions – current month.

There is no website visit limits while on our 30 day premium trial.

You can request a one-time ‘reset’ of your monthly visits for free if there is unusually high traffic on your website this month. Please email customerservice@zotabox.com requesting your reset.

To increase your monthly limits, please go to our [pricing

Question 6

Can I set up a greeting message or schedule?

Accepted Answer

Everything ‘inside’ the chat box is controlled by Messenger. Please go to your facebook fanpage or business page “settings – messaging” to create a greeting, instant message and scheduling.

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