Some Apple iPhone users are unable to contact our customer service team.

Community Discussion Feature Requests
1

We’ve discovered that on certain older Apple devices, users are unable to click on the pop-up chat interface. Whether this is due to network issues or incompatibility with older iOS versions, it has significantly impacted our service. We hope to improve troubleshooting. This isn’t just one customer’s feedback—multiple users have reported this issue. Android users experience no problems.
The models currently known to have this issue are iPhone 6, iPhone 7, iPhone 8, and iPhone X.

2

Hi @tianyu ,

Thanks for bringing this to our attention and for providing those details. We’re definitely keen to help investigate this further and improve our troubleshooting around it. To get started, could you please share the website URL where the pop-up chat interface is affected?

This will allow us to check the setup on our end and see if we can identify any compatibility or behavior issues related to older iOS versions.

Looking forward to your response so we can assist further.

3

We have found that on older versions of iOS, Safari displays the content correctly, but when opened in WeChat, a blank page appears. Therefore, when calling the customer service code, please ensure compatibility with the WeChat client.

4

HI tianyu,

Since the page loads correctly in Safari but appears blank when opened within the WeChat browser, this does not immediately indicate an issue with tawk.to. The behavior suggests a compatibility issue with WeChat’s embedded browser or another script running on the page.

To isolate the cause, please test the page without the tawk.to widget installed. If the blank page still occurs, the issue is likely unrelated to tawk.to. If the issue only occurs when the widget is present, please provide the page URL, affected WeChat version, iOS version, and any browser console logs so we can investigate further.

Looking forward to your response.

Regards,

5

In older versions of iOS, when you tap a link on the WeChat chat screen to open it directly within WeChat, the page appears blank.

6

Hi @tianyu ,

I hope you’re doing well.

Could you please share a screen recording demonstrating the issue on the older version of WeChat? It would be helpful to see the exact behavior and the steps leading up to the problem so we can investigate it further with our team.

Thank you in advance. I look forward to your response.