Support-Center iAdvize

Hmm.. You should check the settings of your account or of your browser !
Please check the following things:

• • Check your iAdvize account settings
  • Check your browser settings

To let the chat/call/video elements be displayed, the iAdvize code has to be installed in the source code of the web site.
To read more about the iAdvize Javascript code, go to the following tutorial.

A defect in the HTML/CSS/JS integration realized by our team of webdesigners may be at the origin of this problem.
Please send your request to theiAdvize support team to let them apply corrective measures.

There may be a conflict between the code of your website and the HTML/CSS/JS integration of the iAdvize contact elements done by our webdesigners.
Please send your request to theiAdvize support team to let them look for corrective measures.

You may have to wait a few minutes before the configuration of the graphic element is taken into account on your website.

If the changes still aren't visible after 10/15 minutes, here are some points that you should check:
- check that the configuration of the graphic elements is still alright in the iAdvize administration
- clear the cache of your browser and make another test - ensure that there are no HTML/CSS conflicts between the graphic elements and your website. Therefore, please send your request to our support team.

There may be a conflict between the code of your website and the HTML/CSS/JS integration of the iAdvize contact elements
Please send your request to theiAdvize support team to let them look for corrective measures.

Two agents can't use the same account to log simultaneously into the discussion panel. Otherwise both agents will be automatically logged out.
If you wish to connect more than one agent to the iAdvize discussion panel, please ensure that you have more than one licence included to your subscription.

Are you having some problems due to an unstable connection to the Internet ?

• • Yes
  • No

If you get the message "The information provided is invalid", please check your username and password.



Please mind the upper and lower case as well as the spaces.
If you still can't log in, please send us your request!

Here is an article which explains you how to reset your password.

Here is an article which explains how to clear your browser.

If, despite having entered your login data correctly, the iAdvize administration isn't loading correctly (no loading at all, error message, etc), this must be due to an iAdvize internal error.
In this case, please send us your request!

All the transactions are not reported by iAdvize because the conversion tag may not be properly installed on your web site.
Here is an article which explains how to install the conversion tag.

Reminder: the iAdvize conversion tag has to be found on all the payment confirmation pages of your website:
<!-- START IADVIZE CONVERSION TRACKING CODE -->
<script type="text/javascript">
var idzTrans = {"tID":"REF-123456789","cartAmount":129.99};
</script>
<!-- END IADVIZE CONVERSION TRACKING CODE -->

The values of both variables « cartAmount » and « tID » have to be replaced by their real values.

Once the conversion tag has been installed on the payment confirmation page, please ensure that it has been correctly configured.
2 variables must be checked:
- tID : which stands for transaction id. This text variable has to be placed inside double quotes. The id has to be unique. iAdvize won't be able to count 2 transactions if they have the same id..
- cartAmount : is the transaction amount. This is a float variable and it doesn't have to be placed within " ". c'est le montant de la transaction. Cette variable est de type float et ne doit pas être entouré de " ". The point has to be used to separate the integer digits from the cents. The amount can't be less than 0.1

Here is a concrete example :
<!-- START IADVIZE CONVERSION TRACKING CODE -->
<script type="text/javascript">
var idzTrans = {"tID":"REF-123456789","cartAmount":129.99};
</script>
<!-- END IADVIZE CONVERSION TRACKING CODE -->

Read more about it, in this article about how to monitor your transactions with iAdvize.

The conversion tag has been correctly installed and configured on your website. Nevertheless, the data reported by iAdvize and by Google Analytics don't match.
This can happen and is due to technical constraints. Here is anarticle explaining the main technical reasons for this discrepancy.

If you keep on having doubts about the figures that you can find in iAdvize, please send a request to our support team.

If you get a Javascript error and if it is related to iAdvize, there may be a Javascript conflict on your website.
To know if the Javascript error comes from iAdvize, let your mouse pointer on the error. Its origine will then be displayed.

Here is an example of a Javascript error related to iAdvize :


In this case, please contact the iAdvize support to let it be analyzed.

The connection with the chat agent can't be made, probably because the iAdvize tag isn't implemented correctly.
Please click here and follow the installation steps described in the article to install the iAdvize solution.

If you keep on having problems, please send your request to the iAdvize support team.

If the agent still can't access to his discussion panel after a new login, there may be a setting error in his account.
Please send your request to the iAdvize support team

The problem is due to the agent's connection. In fact a new login attempt reinitialize his connection to the discussion panel and correct thus a possible bad connection to the discussion panel.
If the problem happens again, please check the network settings of the agent

Maybe another agent received your test. This should be checked with the other agents connected to the discussion panel at this moment.
Here is an article about how to set up the agents accounts.

If the problem remains unchanged despite several tries to chat, there may be a technical internal error due to iAdvize.
Please send your request to our iAdvize support team.

If you see a Javascript error and if it is related to iAdvize, there may be a Javascript conflict with your website.
To know if an error is related to iAdvize, simply move the pointer of your mouse over the error. It's origin will then be displayed.
Here is an example of 2 errors related to iAdvize :

In this case, please send a request to the iAdvize support team to let them analyse the errors.

The connection to the agent can't be made because the iAdvize tag hasn't been implemented correctly or because the call canal hasn't been configured properly. Here are some articles which should help you to check the implementation of the iAdvize tag and the iAdvize Support team.

If you keep on having the same problem despite several call attempts, there may be a technical error, internal to iAdvize.
In this case, please send your request to the iAdvize support.

The use of the Click to Call relies on your configuration within the back office as well as on the configuration of your telephone devices. Please ensure that you are not using a phone number which redirects to a call waiting announcement or which would only be open during specific time slots.
As soon as the Click to Call has been correctly configured within the iAdvize back office, the specified phone numbers have to be reachable.
Please make several tests to be sure that everything is alright.