--- title: Troubleshoot Live Chat Connectivity Issues description: Wellio chat keeps dropping out or disconnecting? Learn how to fix common chat connectivity issues with four quick troubleshooting steps — browser refresh, clearing cache, checking your internet connection, and switching browsers - before contacting support. --- [Skip to content](https://help.wellioeducation.com/troubleshoot-live-chat-connectivity-issues#main-content) English Show submenu for translations [![Untitled design](https://help.wellioeducation.com/hubfs/Untitled%20design.svg)](https://www.wellioeducation.com) Open main navigation Close main navigation - English Show submenu for translations - [Sign In](https://app.wellioeducation.com/) [Sign In](https://app.wellioeducation.com/) Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Help Centre](https://help.wellioeducation.com/?hsLang=en) 2. [Troubleshooting & Help](https://help.wellioeducation.com/troubleshooting-help?hsLang=en) # Troubleshoot Live Chat Connectivity Issues ## Fix support live chat drop-outs and connection problems quickly so you can keep your lesson running smoothly. If the Wellio chat keeps disconnecting, messages aren't sending, or the chat window appears frozen, don't worry - this is usually easy to fix. Work through the steps below before reaching out to our Support team. ### Step 1: Refresh your browser The quickest fix is often the simplest one. A browser refresh clears temporary glitches that can cause the chat to drop out. - Windows: Press **F5** - Mac: Press **Cmd + R** Wait for the page to fully load, then check if the chat is working again. **Note:** You won't lose your place in Wellio - refreshing simply reconnects you to the session. ### Step 2: Clear your cache and cookies Outdated cached data can interfere with how the chat loads. Clearing your cache and cookies gives you a fresh start. 1. Open your browser's settings. - Chrome: Click **⋮ menu**→ ***Settings*** - Firefox: Click **☰ menu**→ ***Preferences*** 2. Navigate to ***Privacy and Security*** → ***Clear Browsing Data***. 3. Select ***Cached images and files*** and ***Cookies and other site data***. 4. Set the time range to ***All time***, then click ***Clear data***. 5. Close and reopen your browser, then log back into Wellio and test the chat. **⚠️ Important:** Clearing cookies will log you out of most websites, so you'll need to sign back in to Wellio and any other sites you use. ### Step 3: Check your internet connection A weak or unstable internet connection is one of the most common causes of chat drop-outs. 1. Open a new browser tab and try loading a website you haven't visited recently. 2. If pages load slowly or not at all, your connection may be the issue. 3. Try the following: - Move closer to your Wi-Fi router, or switch to a wired (ethernet) connection if possible. - Restart your router by unplugging it for 30 seconds, then plugging it back in. - Ask your school's IT team if there are any known network issues. 4. Once your connection is stable, reload Wellio and try the chat again. **Note:** Wellio chat works best on a stable connection of at least 5 Mbps. You can test your speed at [https://www.speedtest.net/](https://www.speedtest.net). ### Step 4: Try a different browser or device If the steps above haven't helped, the issue may be specific to your browser or device. 1. Try opening Wellio in a different browser. We recommend **Google Chrome** for the best experience. 2. If possible, try on a different device (e.g. another laptop or tablet) to see if the chat works there. 3. Make sure your browser is up to date - outdated browsers can cause unexpected behaviour. ### Still not working? If you've worked through all the steps above and the chat is still dropping out, please reach out to [support@wellioeducation.com](mailto:support@wellioeducation.com).  - [Getting Started](https://help.wellioeducation.com/getting-started?hsLang=en#main-content) - [Getting started as a teacher](https://help.wellioeducation.com/getting-started?hsLang=en#getting-started-as-a-teacher) - [Getting students started](https://help.wellioeducation.com/getting-started?hsLang=en#getting-students-started) - [IT Setup](https://help.wellioeducation.com/it-setup?hsLang=en#main-content) - [SSO](https://help.wellioeducation.com/it-setup?hsLang=en#sso) - [Whitelisting](https://help.wellioeducation.com/it-setup?hsLang=en#whitelisting) - [Teacher & Class Enrolments](https://help.wellioeducation.com/it-setup?hsLang=en#teacher-class-enrolments) - [For Admins](https://help.wellioeducation.com/for-admins?hsLang=en#main-content) - [IT Setup](https://help.wellioeducation.com/for-admins?hsLang=en#it-setup) - [Onboarding](https://help.wellioeducation.com/for-admins?hsLang=en#onboarding) - [Planning your sequences](https://help.wellioeducation.com/for-admins?hsLang=en#planning-your-sequences) - [Managing accounts](https://help.wellioeducation.com/for-admins?hsLang=en#managing-accounts) - [Planning Your Sequence](https://help.wellioeducation.com/for-admins?hsLang=en#planning-your-sequence) - [Lesson Tools & Delivery](https://help.wellioeducation.com/lesson-tools-delivery?hsLang=en#main-content) - [Delivering a lesson](https://help.wellioeducation.com/lesson-tools-delivery?hsLang=en#delivering-a-lesson) - [Editing content](https://help.wellioeducation.com/lesson-tools-delivery?hsLang=en#editing-content) - [For Students](https://help.wellioeducation.com/for-students?hsLang=en) - [Insights](https://help.wellioeducation.com/insights?hsLang=en#main-content) - [Activity Dashboard](https://help.wellioeducation.com/insights?hsLang=en#activity-dashboard) - [Surveys](https://help.wellioeducation.com/insights?hsLang=en#surveys) - [Student Profiles](https://help.wellioeducation.com/insights?hsLang=en#student-profiles) - [Articles For Teachers](https://help.wellioeducation.com/articles-for-teachers?hsLang=en) - [Troubleshooting & Help](https://help.wellioeducation.com/troubleshooting-help?hsLang=en) - [Teacher and Class Enrolment](https://help.wellioeducation.com/teacher-and-class-enrolment?hsLang=en) - [Parent Webinars](https://help.wellioeducation.com/parent-webinars?hsLang=en) - [Knowledge](https://help.wellioeducation.com/knowledge?hsLang=en#main-content) - [Professional Learning Resources for Schools](https://help.wellioeducation.com/knowledge?hsLang=en#professional-learning-resources-for-schools) [![Untitled design](https://help.wellioeducation.com/hubfs/Untitled%20design.svg "Untitled design")](https://www.wellioeducation.com) Teach wellbeing with confidence. Copyright © 2026, Wellio