Troubleshooting

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Authentication Issues

• 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

// 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);

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Display Issues

• 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
• Verify your security headers (CSP/COOP) allow the SDK and iframe hosts. See Security Headers (CSP & COOP)

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Callback Issues

• 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

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Getting Help

• A description of the issue
• Browser and environment details
• Any relevant console errors
• Steps to reproduce the problem