Troubleshooting
Most issues have simple solutions. Work through these diagnostics before reaching out to support.
Widget Not Appearing on Your Website
Verify Code Placement
The embed script must be placed just before the closing </body> tag in your HTML. If it's in the <head> or in the middle of the page, it may not initialize correctly.
Check Widget ID
Copy the embed code fresh from your dashboard—don't rely on old saved versions. The widget ID must match exactly. Even a single character difference will cause the widget to fail.
CORS Configuration
The website URL in your widget settings must match the domain where you're embedding. If your site is https://example.com but the widget settings say https://www.example.com, CORS will block the connection.
Browser Diagnostics
Open your browser's developer console (F12), then check the Console tab for JavaScript errors. Look for messages mentioning CORS, widget initialization failures, or network errors. These will point you toward the specific problem.
Ad blockers sometimes interfere with embedded widgets. Test in incognito mode with extensions disabled to rule this out.
Simple Test
Hard refresh your browser (Ctrl+Shift+R on Windows, Cmd+Shift+R on Mac) to clear any cached versions of the widget script. This fixes surprisingly many issues.
Bot Not Responding to Messages
Knowledge Base Check
Lumi operates in strict RAG mode. If your knowledge base is empty or doesn't contain information relevant to the user's question, the bot will say "I don't have that information." Add at least 5-10 comprehensive memories covering the topics users are likely to ask about.
RAG System Status
Navigate to the Gitbook tab and click "Test Google AI". This verifies that embeddings are working. If this test fails, RAG is broken and the bot cannot search your knowledge base. Contact support if you see errors here.
Message Quota
Check your usage on the Dashboard or Billing page. If you've hit 100% of your monthly quota, the bot will stop responding. Upgrade your plan or wait for the next billing cycle.
System Prompt
Make sure you've configured a system prompt. While the bot can technically function without one, it won't have clear instructions on tone, style, or behavior.
LLM Model Selection
Verify that a model is selected in your widget settings. The default is llama-3.3-70b-versatile, which works well for most use cases.
Network Connectivity
Check your internet connection and try sending a message from a different network. Browser console errors mentioning network failures or timeouts indicate connectivity issues.
Bot Always Says "I Don't Know"
This is the strict RAG mode working as designed—the bot refuses to answer when it can't find relevant information in your knowledge base.
Improve Memory Coverage
Add more memories that directly address the questions users are asking. Be specific and comprehensive. A memory saying "We're great!" won't match "What are your business hours?"
Test Similarity Search
Think about how the RAG system processes questions. It converts questions to embeddings and finds the most similar memory. If your memory says "Operating hours: Monday-Friday 9-5" but the user asks "When are you open?", the similarity might be below threshold.
Add variations:
Adjust Link Confidence Threshold
In Gitbook RAG settings, lower the link confidence threshold from 50% to 30%. This makes the system more liberal in matching memories to questions.
Check Memory Quality
Short, vague memories don't match well. Each memory should be 100-500 words, focused on one topic, written in natural language.
Voice Messages Not Working
HTTPS Requirement
Voice recording only works over HTTPS. If your site uses HTTP, browsers block microphone access for security reasons. There's no workaround—you must use HTTPS.
Browser Support
Chrome, Safari, and Edge support voice recording. Firefox has limited support and may not work reliably. Internet Explorer is not supported.
Microphone Permission
Look for a microphone icon in your browser's address bar. Click it and ensure the site has permission to access your microphone. If you denied permission earlier, you'll need to grant it again.
After granting permission, refresh the page and try recording again.
Transcription Failures
Speak clearly and minimize background noise. Very short recordings (under 1 second) may fail. Keep messages under 30 seconds for best results.
Audio files are automatically deleted after 3 days. If you're trying to play back a very old voice message, it may have been purged.
LINE Integration Issues
Webhook Verification
Go to the LINE Developers console, find your channel, and navigate to Messaging API settings. Look for the Webhook URL field and click Verify. You should see a success message. If verification fails, double-check that you copied the exact webhook URL from Lumi.
The webhook URL format should be:
https://[project].supabase.co/functions/v1/make-server-36a84ccb/webhooks/line/[integration-id]
Enable Webhooks, Disable Auto-Reply
In LINE console, ensure "Use webhook" is toggled ON. Then scroll down and toggle OFF both "Auto-reply messages" and "Greeting messages". These LINE features conflict with Lumi's AI responses.
Token Issues
If messages suddenly stop working, your channel access token may have expired. Generate a new one in the LINE console and update it in Lumi's integration settings. Don't forget to save.
User Profile Not Showing
Check that your LINE channel has permission to access user profiles. This is in the channel settings under Permissions. If disabled, Lumi can still process messages but won't have the user's name or avatar.
Facebook Integration Issues
Webhook Callback Verification
In the Facebook Developers console, go to Webhooks and add your callback URL. You'll need both the webhook URL and verify token from Lumi. Copy them exactly—even extra spaces will cause verification to fail.
Subscription Fields
Make sure you've subscribed to messages and messaging_postbacks webhook fields. Without these, Facebook won't forward messages to Lumi.
Page Subscription
Your Facebook page must be subscribed to your app. In the app dashboard, find your page in the Messenger settings and ensure it's connected and subscribed.
Testing
Send a test message to your Facebook page from a personal account (not the page owner account, as those sometimes behave differently). The bot should respond within a few seconds.
Rate Limiting
If you see "Too many requests" or "Rate limit exceeded" errors, you're hitting API limits. This is rare because Groq API keys auto-rotate across four keys, but it can happen during traffic spikes.
Wait 60 seconds before trying again. If rate limiting persists, you may be experiencing a genuine API outage—check Groq's status page or contact support.
Performance Issues
Slow Response Times
Response time is typically 1-3 seconds with RAG, 0.5-2 seconds without. If you're seeing 10+ second delays consistently, check your internet connection first.
Large knowledge bases (over 1,000 memories) can slow down RAG search. Consider consolidating or removing duplicate memories.
Extremely long system prompts (over 2,000 characters) increase processing time. Keep prompts focused and concise.
Slow Widget Loading
The widget should load in under 1 second. If it's taking longer, check that the embed script is placed just before </body> and has the async attribute.
Look in the browser console for errors or warnings that might indicate network issues.
Payment Failures
Card Declined
Verify your card has sufficient funds and hasn't expired. Check that the billing address matches your card's registered address. Some banks block international transactions by default—contact your bank to authorize charges from Stripe.
Updating Payment Method
Go to the Customer Portal from the Billing page, add a new card, set it as default, and remove the old card. Try the payment again.
Persistent Issues
If your card continues to be declined despite having funds, try a different card. Some prepaid cards and virtual cards don't work with subscription billing.
Browser Compatibility
Supported Browsers
Chrome 90 and newer, Edge 90 and newer, Firefox 88 and newer, Safari 14 and newer. Older versions may work but aren't officially supported.
Not Supported
Internet Explorer is not supported in any version. Users on IE will see errors or broken layouts.
Voice Features
Voice recording works in Chrome, Safari, and Edge. Firefox has limited support. Voice playback works in all supported browsers.
Gitbook Import Stuck
If a Gitbook source shows "Processing" for more than 10 minutes, something likely went wrong.
Auto-Refresh
The interface auto-refreshes every 5 seconds while imports are processing. Make sure you're seeing these refreshes—if the timestamp isn't updating, try manually refreshing your browser.
Force Complete
Click the Force Complete button (checkmark icon) on the stuck source. This marks it as completed without corruption. The system will have imported whatever it successfully processed before getting stuck.
Delete and Retry
If forcing completion doesn't help, delete the source and re-import. Make sure the Gitbook URL is publicly accessible—private Gitbooks can't be scraped.
Check Console
Open browser developer tools and look in the console for error messages during import. These will help support diagnose the issue if you need to contact us.
When to Contact Support
If you've worked through the relevant sections above and still can't resolve the issue, we're here to help.
Before Contacting Support
Gather this information to speed up resolution:
Clear description of the problem and what you expected to happen
Steps to reproduce the issue
Screenshots showing the problem
Browser name and version
Operating system
Widget ID (if relevant)
Any error messages from the browser console (F12 → Console tab)
Contact Information
Email: [email protected]
Response Time
Free and Starter plans: 24-48 hours Pro plan: 12-24 hours Enterprise plan: Under 4 hours (under 1 hour for urgent issues)
Business Hours
Monday through Friday, 9am to 6pm Indochina Time (ICT)
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