Frequently asked

Somebody with at least one chat window open, at that moment. The same person in two rooms and two private conversations is one concurrent user, not four.

It is not a visit and not a registered member. A site with fifty thousand members and thirty people online at once needs a plan that covers thirty.

Open your own site, find the widget, and sign in to it:

1. Open the widget at the bottom of the page.
2. Choose Menu → Log in or sign up.
3. Use the email address and password you joined Flyzoo with.

The main button changes from Leave a message to We are online, which is what your visitors will now see.

Yes. Sign up with the address of the site you intend to put it on — that is what the Application ID is tied to — and it will also run on your local copy while you are building.

Ask us and we will extend the trial. We would rather you were sure than subscribed and disappointed.

Yes, and it is three settings in the dashboard:

1. Setup → Customisation → Features: set the main button action to Live Support.
2. Setup → Live support engagement: write the online and offline invitations.
3. Open your site, sign in to the widget, and you are online.

No. The script loads asynchronously after your page content, so it never blocks rendering, and the chat traffic goes to our servers rather than yours.

Almost always a cache. In order of likelihood:

1. Your browser’s own cache — reload past it.
2. A caching plugin or a CDN in front of the site — force a purge rather than waiting for expiry.
3. A second copy of the snippet you forgot about, usually in a theme footer such as footer.php, separate from the one you removed.

Yes, from the dashboard. Moving to a six-month or yearly term starts a new subscription and refunds the unused part of the old one, so you are never paying twice for the same days.

That is an embedded room — how embedding works.