Concierge Troubleshooting
Licence Showing As Unknown After Verification
If the licence status badge shows Unknown immediately after clicking Verify Licence Now, the most likely cause is a Redis or object cache issue on your server.
Restart Redis from your hosting control panel, return to Concierge — Settings, and click Save Settings followed by Verify Licence Now again. The status should update to Active.
If the problem persists, check that your server can reach the White Media licence server at hub.whitemedia.uk. If your hosting environment blocks outbound HTTPS requests to external domains, verification will fail silently.
Proxy Secret Not Saving (Option B)
If the Proxy Shared Secret field does not show the green Stored indicator after saving, or if the widget returns a connection error, the proxy secret has not been persisted correctly.
This is almost always caused by persistent object caching. Restart Redis, return to Settings, and click Save Settings again. The Stored indicator should appear after the page reloads.
If you are using Option B and have recently verified your licence for the first time, the proxy secret is configured automatically as part of domain registration. If the automatic registration did not complete successfully, a notice will appear at the top of the Settings screen with details. In this case, contact White Media and we will complete the registration manually.
Widget Not Appearing On The Frontend
If the chat widget launcher does not appear when you visit your site, check the following in order.
First, confirm that the Widget enabled toggle is ticked in Concierge — Settings. The widget will not appear if this is off.
Second, confirm that your licence status shows as Active. The widget will not load on any page if the licence is not verified.
Third, if you have unticked Inject on every page, confirm that the [concierge] shortcode is present in the content of the page you are testing on.
Fourth, flush your site cache and reload the page. A stale cache may be serving a version of the page built before the widget was activated.
Finally, check your browser console for JavaScript errors. If a caching plugin has cached a partial or previous version of the widget script, clearing the cache and reloading should resolve it.
The Assistant Is Not Responding
If the widget appears but the assistant does not reply to messages, the connection to the API is failing.
For Option B, check that the proxy secret is stored correctly — the green Stored indicator should appear in the Connection section of Settings. If it is not shown, follow the steps in the proxy secret section above.
For Option A, check that your Anthropic API key is entered correctly and that your Anthropic account has available credit. The key should begin with sk-ant-. If you have recently rotated your API key, re-enter the new key in Settings and save.
In both cases, check that the /wp-json/cnc/ path is not being cached by your caching plugin. A cached response from a previous request will cause all subsequent requests to fail.
Leads Not Appearing In WordPress
If conversations are happening but no leads are appearing in Concierge — Leads, check that the lead capture form has actually been submitted by a visitor. The form appears after a set number of messages and must be completed and submitted — the conversation alone does not create a lead record.
If leads are being submitted but not appearing, check for a database write error in your WordPress error log. In rare cases, a permissions issue on the WordPress posts table can prevent the lead post type from being created.
Email Notifications Not Arriving
If email notification is enabled but notification emails are not being received, first check your spam folder. Emails sent via WordPress's wp_mail function using the default server mail configuration are often caught by spam filters.
For reliable email delivery, install a transactional email plugin such as WP Mail SMTP and configure it to send through a service such as Mailgun, SendGrid, or your hosting provider's SMTP relay. This is recommended for all production sites regardless of Concierge.
Check also that the Send notifications to address in Integration settings is correct and that the address is active.
Webhook Not Delivering
If leads are stored in WordPress but not reaching your webhook destination, check the routing log on the individual lead record in Concierge — Leads. The log will show whether the webhook delivery was attempted and whether it succeeded or failed, with a reason if it failed.
Common causes include an incorrect or expired webhook URL, a destination service that requires authentication headers not provided by Concierge, or a timeout if the destination server took longer than 15 seconds to respond.
Page Content Extraction Returning No Content
If the Extract Content button returns a warning that no useful content was found, the most likely cause is that the page is built primarily with a JavaScript framework such as React, Vue, or Next.js. These pages render their content in the browser rather than in the HTML source, so the scraper receives an empty shell rather than the actual page content.
In this situation, add the key information from the page manually using the questionnaire fields rather than relying on extraction. Alternatively, if your site has a plain-text or print version of the content, use that URL instead.
Plugin Update Not Appearing In Dashboard — Updates
If a new version of Concierge is available but does not appear in WordPress Dashboard — Updates, the update check may be cached. WordPress caches plugin update checks for several hours.
To force an immediate check, go to Dashboard — Updates and click Check Again. The Concierge update should appear if a newer version has been released.
If the update still does not appear, ensure your site can reach hub.whitemedia.uk over HTTPS and that your licence is active. The update mechanism requires a valid licence to fetch release information.