What should I do when a live chat shows a network or websocket error?
Answer
Refresh the page, confirm a stable Wi-Fi or cellular connection, then reopen the chat in a private browser window. Messages like “A network error occurred” or websocket connection failures usually mean the browser lost the live session, not that your account was deleted.
Before you start: stop right away if…
- Do not download unofficial chat-fix tools from popups.
Follow these steps
Refresh and reconnect
Reload the page and watch whether the chat reconnects. If it asks to start a new session, do that and briefly restate your issue.
You should see: A new live session opens, or the same error returns.
Check your network
Switch between Wi-Fi and cellular, or reboot the router if you are on home internet. Confirm the clock on your device is set automatically.
You should see: The connection is stable enough for other secure sites to load.
Try a clean browser session
Open a private/incognito window or another browser, sign in again if needed, and reopen the chat. Disable VPN temporarily if you use one.
You should see: The websocket connects without the previous error.
Use another contact channel
If chat keeps dropping, use the company’s official phone or email support from its website instead of staying in a broken session.
You should see: You reach support through a working channel.
Not sure this is the right page? Check here
0 of 5 checked
Extra tips
What to look for: Errors such as “A network error occurred” or “An error occurred while connecting to the websocket,” and a chat that stops updating.
Before you change anything: Note any error text exactly. Try a different network if possible. Avoid installing random “chat repair” browser add-ons.