Trusty is not loading on Help Center or Support Portal

Trusty is the Billtrust Support chat widget.

If Trusty doesn't appear on the Help Center or Support Portal, only partially loads, or disappears after loading, work through the steps below in order. Most cases are resolved by the first two.

1. Allowlist the Widget Domain (Most Common Fix for Business Networks)

If you're on a corporate network, VPN, or behind a firewall or web filtering service, your IT or security team may be blocking the script that loads the widget. This is the most common cause for users on managed networks.

To confirm this is the cause: try loading the page on a personal device using a different network - such as your home Wi-Fi or a mobile hotspot - outside your corporate network or VPN. If the widget loads there, your corporate network is likely blocking it.

Ask your IT or security team to allowlist the following domain:

solve-widget.forethought.ai

This is the domain used by Forethought, the vendor that powers the Trusty chat widget. Allowlisting it tells your firewall or web filter to trust and allow traffic from that domain.

2. Clear Your Browser Cache and Cookies

A corrupted cache is one of the most common causes of a widget that won't load.

  1. Clear your browser's cache, cookies, and local storage.
  2. Reload the page in an incognito or private browsing window - these rules out browser extensions and stored data as the cause.
  3. Try a different browser to confirm whether the issue is browser specific.

3. Check for Ad Blockers and Privacy Extensions

Ad blockers, script blockers, and privacy tools can prevent the widget's scripts from loading. Common ones include uBlock Origin, AdBlock, AdGuard, Brave Shields, Ghostery, and Privacy Badger.

Try disabling any of these extensions temporarily, then reload the page.

4. Check Your Network Connection

An unstable or restricted network can interrupt the widget while it's loading.

  • Confirm you have a stable internet connection.
  • If you're on a VPN or corporate Wi-Fi, try a different network (for example, a mobile hotspot) to see if the widget loads.
  • Network security tools such as Zscaler, Cisco Umbrella, Palo Alto, and Fortinet can also block the widget. If you suspect this is the cause, see the allowlist step above.

5. Confirm Cookies Are Enabled

The widget needs cookies enabled to load and maintain your session. Check your browser settings to confirm cookies are allowed for this site.

6. Update Your Browser and Operating System

An outdated browser or operating system can prevent the widget from rendering correctly. Make sure both are on a current, supported version.

Still Having Trouble?

If you've worked through all the steps above and the widget still won't load, contact the Billtrust Support team and include the following details so we can help faster:

  • A screenshot of the issue
  • The exact page URL where you're seeing the problem
  • Your browser name and version, and your operating system
  • Whether you're on a home network or a corporate/VPN network
  • Any errors your IT team can capture from the browser console (press F12 to open it), if available