Chat never start, keep loading

Developer Support APIs & Integrations
1

Hi,

I just started to integrate Hubspot chat in our iOS mobile app but the chat never start. I have just an infinite loading spinner with the message::
the system isn’t responding to your request right now. Please try again in a minute.
I have the plist setup and also run the HubspotManager.configure() in the delegate and then just call the ChatHubSportView when clicking on a button.
I followed a very simple integration.

Thanks for your help

2

Likely causes are initialisation or chatflow targeting.

Try this:

1) Use the Mobile SDK key (not the website chat snippet). In HubSpot: Chatflows > select your chatflow > Settings/Targeting > enable “Show on mobile SDK” (or create a chatflow for Mobile SDK). Make sure the chatflow is published and available (no business-hours/agent-availability blocking).

2) Initialise the iOS SDK before any UI: in AppDelegate didFinishLaunching, call HubSpot/HubspotManager.configure(…) with the correct SDK key. Ensure your Info.plist entries match the SDK docs exactly.

3) Networking/ATS: allow HTTPS/WSS to HubSpot domains. If you’re seeing the spinner, add NSAppTransportSecurity exceptions for HubSpot resources or set NSAllowsArbitraryLoadsInWebContent = true (or allowlist required *.hubspot.com/*.hubspot.net domains) and test again.

4) Update to the latest HubSpot iOS SDK. Clean build, reinstall the app, and test on a real device and a different network.

If the chatflow is correctly set to Mobile SDK and initialisation/ATS are correct, but it still spins, HubSpot Support will need to investigate your specific account.

3

Thanks for the help. I will check this.
How do I pass de SDK key ? Isn’t in the plist ?
where can I find the key ?
I am not admin on the HubSpot account for my company.

4

Hey, @SCayetanot :waving_hand: Can you grab a link to the doc or knowledge base article you are referring to for @SCayetanot, please? Including links and screenshots in your replies is always helpful for folks trying to follow your steps. Thanks! — Jaycee

5

So I have been able to make it works. It seems that using the plist, it’s not working but when I use the configure and pass the same parameters manually, it works.

6

Thank you very much @SCayetanot for coming back and letting us know what worked! — Jaycee