Hi,
I’m experiencing an issue with visitor Monitoring and real-time notifications.
Property ID: 5f970a81aca01a168835e358
Website: scooterworks.co.uk
The widget and chat functionality work correctly, but real-time visitor monitoring and notifications have stopped working.
Currently:
A visitor loads the website - they do not appear in Monitoring
They start a chat - no live notification and no live Monitoring visitor
The chat is successfully received and is later visible in Chat History/Inbox once the session ends (email notification of missed chat also received)
The tawk mobile app also does not receive notifications for these chats
The Dashboard’s simulated visitor does appear to be working correctly
I’ve already tried to diagnose and looked at:
Property is Active
Correct Property ID confirmed from the site’s twk_uuid cookie
tawk cookies are being created
tawk.to WebSocket connection is successfully established (wss://…tawk.to)
WebSocket traffic is occurring in both directions
Tawk_API is loaded correctly
tawk.to’s own Consent Form is disabled
Temporarily disabled “Hide widget on load” for desktop and mobile with no change
Temporarily disabled Cloudways Redis with no change
Tested using a completely fresh Incognito session, same behaviour
The custom Tawk_API.toggle() button has been bypassed during testing, no change
Weird because the chat messages are reaching tawk.to successfully, but the visitor is not appearing in real-time Monitoring or generating notifications, so cannot actually answer the chats.
Could you please check the real-time visitor and notification services for my Property ID