If you encounter issues with the Reach SDK, check these common solutions.

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Authentication Issues

Problem: Token-related errors or 401 Unauthorized responses. Solutions:
  • Verify your JWT contains all required fields
  • Check that your token is properly signed with the correct secret
  • Ensure your token hasn’t expired (we recommend 1-hour expiration)
  • Confirm your handleReauthRequested callback is properly implemented

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SDK Initialization Problems

Problem: Errors when initializing the SDK or “ReachSDK is not defined”. Solutions: 
// Wait for script to load before initializing
const script = document.createElement('script');
script.src = 'https://cdn.embedreach.com/iframe/sdk/sdk.es.js';
script.async = true;

script.onload = () => {
  // Only initialize after script has loaded
  const sdk = new window.ReachSDK(config);
};

document.body.appendChild(script);
Certain web frameworks, including React/Next.js, can make it easy to accidentally initialize the SDK multiple times.

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Display Issues

Problem: The Reach interface doesn’t display properly. Solutions:
  • Ensure the container element has sufficient dimensions (min-height: 500px recommended)
  • Verify your theme configuration contains valid values
  • Check for CSS conflicts from your application

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Callback Issues

Problem: Callbacks not firing or errors when they execute. Solutions:
  • Ensure callbacks are properly passed to the SDK configuration
  • Check that callbacks are defined before they’re passed to the SDK
  • Return a promise from handleReauthRequested that resolves to the new token
For more targeted troubleshooting, open your browser’s console to check for specific error messages from the SDK.

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Getting Help

A full example of the SDK implementation can be found here. If you continue to experience issues, contact our support team at support@embedreach.com with:
  • A description of the issue
  • Browser and environment details
  • Any relevant console errors
  • Steps to reproduce the problem