Troubleshoot Live Chat Connectivity Issues

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.

The quickest fix is often the simplest one. A browser refresh clears temporary glitches that can cause the chat to drop out.

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.

Outdated cached data can interfere with how the chat loads. Clearing your cache and cookies gives you a fresh start.

Open your browser's settings.
- Chrome: Click ⋮ menu → Settings
- Firefox: Click ☰ menu → Preferences
Navigate to Privacy and Security → Clear Browsing Data.
Select Cached images and files and Cookies and other site data.
Set the time range to All time, then click Clear data.
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.

A weak or unstable internet connection is one of the most common causes of chat drop-outs.

Open a new browser tab and try loading a website you haven't visited recently.
If pages load slowly or not at all, your connection may be the issue.
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.
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/.

If the steps above haven't helped, the issue may be specific to your browser or device.

Try opening Wellio in a different browser. We recommend Google Chrome for the best experience.
If possible, try on a different device (e.g. another laptop or tablet) to see if the chat works there.
Make sure your browser is up to date - outdated browsers can cause unexpected behaviour.

If you've worked through all the steps above and the chat is still dropping out, please reach out to support@wellioeducation.com.

Fix support live chat drop-outs and connection problems quickly so you can keep your lesson running smoothly.