How do I fix a missing help menu or chat icon?

You want to use our support chat but cannot find the way in? Where you should look first depends on whether you are in the ContractHero application or in the Help Center. When the chat really is missing, the most common cause is a browser extension, a cache problem or a firewall — rarely our system. With this guide you will pin down the cause in under five minutes.

Where do I find the chat?

In the ContractHero application (app.contracthero.com): Open the help menu [Hilfe-Menü] in the top navigation bar — the speech-bubble icon with a question mark, directly to the right of the notifications (bell). In the drop-down, click Support chat [Support-Chat]. The same menu also contains the knowledge base, our contact options and the meeting button.

In the Help Center (support.contracthero.com): The chat icon sits in the bottom right of every page — as a floating speech-bubble icon.

Important: In the ContractHero application there is no longer a chat icon in the bottom right. The support chat has moved into the help menu at the top of the navigation bar so that it no longer covers any content.

Your benefit

If the chat is unreachable, you have no quick line to support — questions stay open and tasks stall. This guide covers by far the most common causes, so in most cases you can make the chat visible again yourself, without having to contact us by email.

Case 1: In the ContractHero application — the help menu is missing

The help menu is a built-in part of the ContractHero interface and is not blocked by browser extensions. If you cannot see the icon in the top right (speech bubble with a question mark), check the following:

1. Reload the page

Sometimes the interface has not fully loaded after an update. A quick reload (Windows: F5 or Ctrl + R, Mac: ⌘ + R) resolves this in most cases.

2. Clear the browser cache

An old, cached version of the application may not yet know about the new help menu:

• Keyboard shortcut: Ctrl + Shift + Del (Windows / Linux) or ⌘ + Shift + Del (Mac)
• Select Cached images and files [Bilder und Dateien im Cache].
• Confirm and reload the page.

3. Check that your browser is up to date

Very old browser versions cannot always render new UI elements correctly. Update Chrome, Edge, Firefox or Safari to the latest version and check again.

4. Cross-check in another browser

Open the application in a second browser (for example Chrome if you normally use Firefox). Does the help menu appear there? Then the cause lies with your original browser — back to steps 1–2.

Case 2: In the Help Center — the chat icon in the bottom right is missing

The chat icon in the Help Center is provided by Crisp and can indeed be blocked by extensions, the cache or networks. Work through the steps in order:

1. Test incognito mode

Open the Help Center in a private window:

• Chrome / Edge: Ctrl + Shift + N (Windows / Linux) or ⌘ + Shift + N (Mac)
• Firefox: Ctrl + Shift + P (Windows / Linux) or ⌘ + Shift + P (Mac)

Does the chat icon appear in incognito mode? Then a browser extension is blocking the widget. Continue with step 2.

2. Disable browser extensions

Temporarily disable extensions that are known for blocking widgets:

• Ad blockers: uBlock Origin, AdBlock, AdBlock Plus, Ghostery
• Privacy tools: Privacy Badger, DuckDuckGo Privacy Essentials, Avira Browser Safety
• Tracker blockers in antivirus extensions

Then reload the page. If the icon appears, switch the extensions back on one by one to find the culprit — and set an exception for our domain in the extension concerned.

3. Clear the browser cache

Sometimes the browser holds on to an old, incompletely loaded version of the page:

• Keyboard shortcut: Ctrl + Shift + Del (Windows / Linux) or ⌘ + Shift + Del (Mac)
• Select Cookies and Cached images and files [Bilder und Dateien im Cache].
• Confirm and reload the page.

4. Check your corporate network

If you are connected via corporate Wi-Fi or a VPN, a firewall or a web proxy may be blocking the chat widget. Test:

• A connection via your phone's mobile network (hotspot).
• Or a different internet connection outside the corporate network.

Does the icon appear there? Then it is down to your company's network configuration — have a quick word with your IT team, who can whitelist the domains of our chat provider (crisp.chat, crisp.im).

Frequently asked questions

Where has the chat icon in the app gone — it used to be in the bottom right?
The support chat has moved into the help menu in the top navigation bar so that it no longer collides with buttons and content at the bottom of the screen. Click the speech-bubble icon with a question mark in the top right — the menu contains Support chat [Support-Chat], the knowledge base, contact details and the meeting button.

Which chat provider do you use?
We use Crisp as our chat platform. If your IT team has to allow specific domains, those are the endpoints of crisp.chat and crisp.im.

Why does the chat in the Help Center work in incognito mode but not normally?
In incognito mode, extensions are disabled by default. If the icon appears there, one of your active extensions is the cause — almost always an ad blocker or a privacy tool.

I have tried every step — what now?
Email us at support@contracthero.com with the following details:

• Browser and version
• Operating system
• A list of your active browser extensions
• Is it a corporate network or a private one?
• Does the problem relate to the ContractHero app or the Help Center?

We will then help you individually.

Does the chat also work on a smartphone?
Yes. In the Help Center, the chat icon appears in the bottom right in mobile browsers as well. In the ContractHero app, tap the help icon in the top right. If you cannot see it there, check the cache and your browser version as well.

Does the missing icon affect my contract data?
No. The chat is only a communication channel — your contracts, fields and tasks work exactly as before. Alternatively, you can reach us at any time by email (support@contracthero.com) or by phone (030 / 577 123 32).

Good to know

• In the app: help menu in the top right. Question-mark speech bubble next to the notifications — support chat, knowledge base and contact details all sit together there.
• In the Help Center: chat icon in the bottom right. That is the floating Crisp widget — unchanged from before.
• An exception instead of switching off. There is no need to disable your ad blocker completely — most can be configured per domain. Add our website to your extension's whitelist and the blocker stays active for other sites.
• Avira Browser Safety is a frequent suspect. In many cases this extension blocks chat widgets as supposed tracking — whitelisting or uninstalling it reliably solves the problem.
• Corporate network: telling IT once saves repeat work. If you are working on a corporate network and the chat is unreachable, this usually affects all colleagues at the same site. A one-off whitelist entry by your IT team solves the problem for the whole team.
• Clearing the cache also affects other logins. If you include Cookies when clearing the cache, you will have to sign in again to some web services afterwards — that is normal, not a bug.

Updated on: 08/26/2026