Troubleshooting

How to use this page

Pick the tab that matches what you’re actually seeing, not what you think the cause is. Each symptom lists the most common root cause, how to verify it, and how to fix it.

If you also see a non-Synced status on the Lens admin page, cross-check with Sync Status and Errors first — that page maps the status indicator to the underlying problem.

Widget not visible

The Lens admin page reports Synced and Connected, but no widget appears on the site.

The widget is disabled

Root cause

The Enable widget master switch in Lens → Widget is off. The widget will not render on the site even if the plugin is fully connected.

• Verify: open Lens → Widget and check the Enable widget toggle.
• Fix: turn it on and save.

Audience excludes the user you’re testing as

Root cause

Audience is set to Logged-in users and you are testing in a private window, or audience is set to All visitors but you have an extra access rule applied in TMXIO.

• Verify: open the site once in a normal window (signed in to WordPress) and once in a private/incognito window (signed out). Compare against the configured audience.
• Fix: either sign in to WordPress in the testing browser, or change audience — see Enable Widget and Audience.

A caching layer or theme is stripping the widget script

Root cause

Some hosting providers, page caches, or themes strip or defer footer scripts. Lens injects via wp_footer, so anything that breaks footer hooks breaks the widget.

• Verify: view the page source. Search for lens or tmxio. If the script tag is missing, the issue is on the WordPress side, not TMXIO.
• Fix: purge the page cache for that URL, then reload. If the script is still missing, ask your host or theme author about footer script stripping.

Widget visible but no feedback received

The widget appears on the site, but nothing shows up in TMXIO when reviewers submit.

The plugin is connected to the wrong workspace

Root cause

The site was connected to a different workspace than the one you are checking inside TMXIO. Feedback is going to the connected workspace, not the one you are viewing.

• Verify: in Lens → Connection settings, read the Connected workspace name. Confirm it matches the workspace you are checking.
• Fix: if the workspace is wrong, disconnect and reconnect through Connect to TMXIO, choosing the correct workspace.

The browser is blocking the widget’s network calls

Root cause

An aggressive ad blocker, content blocker, or corporate proxy is preventing the widget from posting feedback back to TMXIO.

• Verify: open the browser dev tools network tab while submitting feedback. Look for failed requests to a tmx.io or tmxio.com domain.
• Fix: allowlist the TMXIO domains in the blocker or test from a different network.

Sync errors

The Lens admin page is in Pending or Error state, or the Last sync time is not updating.

Sync is stuck on Pending

Root cause

The latest settings save is in flight, the connection is slow, or the TMXIO acknowledgement was lost.

• Verify: refresh the Lens admin page. Compare Last sync time with the time you saved settings.
• Fix: wait 30 seconds and refresh once more. If still Pending, save again. If still Pending, treat it as Error and reconnect.

Sync shows an error after settings changes

Root cause

The plugin could not push or confirm the latest configuration. Common causes: authentication expired, workspace permission changed, or transient network failure.

• Verify: read the visible error text on the admin page. Note which setting you changed immediately before the error appeared.
• Fix: retry the save once. If the error persists, capture the exact error string and see Sync Status and Errors for the message-by-message reference.

Authentication

The plugin reports an authentication problem, refuses to connect, or keeps disconnecting on its own.

Connection fails immediately on first connect

Root cause

The TMXIO account used during the connection flow does not have access to any workspace, or the workspace token pasted in the legacy flow has been rotated.

• Verify: sign in to TMXIO directly and confirm you can see at least one workspace. For the legacy flow, copy a fresh workspace token from TMXIO.
• Fix: retry the connection — see Connect to TMXIO. For account-based flows, sign in with the correct account.

Connection drops after a while

Root cause

The TMXIO session for this site expired, the user who connected the site had their access revoked, or a workspace admin rotated tokens.

• Verify: check Last sync time and the error text on the admin page.
• Fix: reconnect from Lens → Connection settings. If the original connecting user no longer has access, reconnect with an account that does.

The wrong people can see Lens

If reviewers, customers, or search engines are seeing the widget when they should not:

• Confirm the audience setting in Lens → Widget.
• For internal review only, set audience to Logged-in users — see Enable Widget and Audience.
• Verify in a private window that the widget is invisible to signed-out visitors.

Still stuck

If none of the above fixes the issue:

• Capture the exact text of any error on the Lens admin page.
• Note the Sync status, Connection status, and Last sync time values.
• Confirm which audience the widget is configured for.
• Open a support request with this information attached.