> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.keyplace.ai/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# The chat doesn't show on my product page

Most often, the **Ask about product** block isn't in your published theme yet. Go through this list in order.

## What to check
1. Is the block in your published theme? On **Home**, check the **Widget on product pages** row, or the first step of the **Get keyplace running** guide. If it says **Not added**, click **Add in theme editor**, then click **Save** in the theme editor.

![Home in keyplace with the Widget on product pages row, here with the On badge and In your published theme](https://storage.crisp.chat/users/helpdesk/website/-/f/a/1/7/fa17236ecfb11800/en-71-a-home-status_tkuud3.png "=1000xauto")

2. Did you save the block in another theme? keyplace checks only your published theme. Add the block there too.
3. Does the product use another product template? The button adds the block to your default product template. If some products use their own template, open it in the theme editor and add the block there too.

![The theme editor with the template menu open and the list of product templates](https://storage.crisp.chat/users/helpdesk/website/-/f/a/1/7/fa17236ecfb11800/en-71-b-theme-editor_non2qj.png "=1000xauto")

4. Who can see the chat? Open **Settings > On the product page** and check **Who sees the widget**. With **Logged-in customers only** or a required tag, guests don't see the chat. The block in the theme editor has the same setting.
5. Is an A/B test running? During the test, half of the shoppers who allow analytics don't see the chat. Check **Analytics > A/B test**.
6. Does your theme support app blocks? Older themes don't. See [My theme doesn't support app blocks](/en/article/theme-without-app-blocks-1cu3pzf/).
7. Still nothing? Open the product page in a private browser window and reload it.

If the chat shows but doesn't answer, keyplace may be paused. Check the top of **Settings**.

## Common questions
### The theme editor shows the chat, but my store doesn't. Why?
You're probably editing a theme that isn't published, or you didn't click **Save**.

### Can the chat show on other pages?
No. The block works only on product pages.

## See also
- [How to add the chat to your product page](/en/article/add-the-chat-1xeez3e/)
- [My theme doesn't support app blocks](/en/article/theme-without-app-blocks-1cu3pzf/)
- [Pause or uninstall keyplace](/en/article/pause-or-uninstall-12hwa1n/)

Still stuck? Chat with us in keyplace: **Help > Chat with us**. We reply on working days. Never send us passwords, 2FA codes or shopper data.