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Support ​

Troubleshooting ​

Common issues and how to fix them.

Guide not showing on my page ​

Check the URL match

Open the guide in the Builder and go to Settings. Confirm the URL Match pattern matches the current page URL exactly. If your route is dynamic (e.g. /users/123), use a wildcard: /users/*.

See [[URL Matching]] for pattern syntax.

Check the launch setting

If the guide is set to Once only, it may have already been shown to you. To test it again:

  • Clear your browser's localStorage for your app's domain — GuideSail stores view history there.
  • Or open the page in an incognito window.

Check that GuideSail is initialized

Open the browser console and look for a message that says "GuideSail is active". If you don't see it, the script hasn't loaded yet.

To open the console: press F12 on Windows or Cmd + Option + J on Mac — or right-click anywhere on the page, click Inspect, then select the Console tab.

If "GuideSail is active" isn't there, confirm [[Installation/Installing GuideSail on Your App]] is complete and your API key is correct.

Check the guide is saved

Unsaved guides are drafts — they only appear in preview inside the Builder. Hit Save in the Builder to make the guide live.

Extension not loading / Builder sidebar not appearing ​

Check Chrome permissions

The extension needs permission to run on your site. Click the extension icon and confirm it's enabled for your current page. Some enterprise Chrome policies or browser extensions (like ad blockers) can interfere.

Try refreshing the page

If you just installed the extension, a page refresh is often required before it can inject into the current tab.

Check the extension is up to date

Go to chrome://extensions in your browser, find GuideSail Builder, and confirm it's on the latest version. Enable Developer mode to see version details.

Auth issues — signed in on dashboard but Builder shows as logged out ​

After signing in through the GuideSail dashboard, you need to return to your app tab and refresh the page before relaunching the Builder. The auth state is passed to the Builder on page load via the extension — a stale tab won't pick it up.

Steps to fix:

  1. Sign in at getguidesail.com.
  2. Return to your app tab.
  3. Refresh the page (Cmd+R / Ctrl+R).
  4. Click the GuideSail extension icon again.

If the problem persists, try signing out from the Builder, refreshing, and signing in again.

Still stuck? ​

Open a support request or email support@mail.getguidesail.com. If possible include information on:

  • The URL of the page where the guide should appear
  • The Guide ID from your Builder settings
  • Any errors from your browser console