Help & Support
Our help database contains answers to most of the common questions regarding our products.
If you are unable to locate a satisfactory answer for your query by searching here, please contact us.
Your Cbox embed code is available at your control panel. You need this code to install your Cbox on your website.
Also on that page is your Quick Link — a URL which you can use to access your Cbox directly in your browser or on your mobile device.
If you install your Cbox and all you see is code, or nothing at all, your web host may be removing or otherwise interfering with the HTML iframe tags that Cbox uses. Your Cbox code needs to be pasted into an area of your site that accepts HTML without modification. This may mean switching your editor from "rich text" or "WYSIWYG" mode into HTML-editing or "raw" mode, or you may need to open your template files in a plain-text editor like Notepad.
Remember that you always have the option of posting or sharing your Cbox Quick Link — this gives visitors direct access to your Cbox in a full-screen layout, so it's perfect as a mobile option or for stand-alone use.
Go to the Theme editor in your control panel. There you can specify the fonts and colours of your Cbox, using a point-and-click editor. You can always reset your theme to one of the preset defaults there, if you would like to start again.
If you have a Premium or Pro Cbox, you can create a moderator name for yourself at your Users page, and then log in on your Cbox using the "profile" link. You will see a delete icon [x] next to each message in your Cbox, and you will not have to log in at your control panel at all to delete messages.
Yes. In the Theme editor, simply delete the colour codes for the main and form background ("BG") elements. This will make the Cbox transparent, allowing whatever is behind the Cbox to show through.
Note that any pop-ups generated by a transparent Cbox will have the default background colour — usually white. If your font colour is light, it may be invisible in popups. You can fix this by editing the CSS to introduce a background-color rule for popups.
Cbox Premium will work over SSL and can be installed on an HTTPS-enabled site.
If you are using an older version of the embed code, you may need to modify it slightly to support HTTPS. Simply replace the instances of
If you are using Cbox over SSL, it's possible to get mixed-content warnings if you have any third-party resources on your Cbox that are not delivered over HTTPS – for example, user avatars, emoticons, or notification sound effects. These URLs should start with https:// or // to avoid warnings. Warnings will generally not interfere with functionality, but they may cause your browser's security indicator (often a padlock icon) to change.
This can be caused by Internet security software or other plugins or extensions installed in your browser.
For example, if you have Norton Internet Security, the Chrome browser extension that is installed with this software has been known to cause this issue. Disabling the extension will fix it. To do so, enter chrome://extensions in the browser address bar, locate the Norton extension, and disable it.
If you have McAfee Internet Security installed, your Privacy Service may be interfering with the loading of Cboxes. Try the following steps to resolve the problem:
- Right click the McAfee icon in your system tray.
- Select Privacy Service | Options.
- Click on "Block Ads".
- Uncheck "Block ads on this computer".
If you have installed the Cbox HTML embed code on your site, delete the code there. Then, you can close your Cbox account in your control panel at this page. Note that your account name will remain reserved on our system. If you want to create a new account with the same name, change the name on the old one before deleting it.
If you are a paid customer with a recurring payment profile (or subscription) at PayPal, then you can cancel it at any time. Your Cbox will not automatically be closed and if you have remaining credit it will continue to work. You will be able to upgrade or renew again manually — this is useful if you want to switch to a longer term.
Cancel an active payment profile with the following steps:
- Go to PayPal.com and sign in.
- Go to "Activity" for your transaction history.
- Search for the email address "email@example.com".
- You should see your latest payment to Cbox. Click to view its details.
- Locate the link to the profile or subscription on the payment details page.
- From the recurring profile details, you will be able to cancel your subscription.
If you do not see a link to the profile or subscription from the payment details page, then it may have been a one-off payment with no associated automatic billing.
A Moderated Cbox requires that messages be manually approved before they are published.
Normally, all users can post to your public Cbox, and everyone can see their messages. If you enable Moderated chat, then only voiced users can post directly. Unvoiced users' messages are redirected to a special channel where moderators can view and approve them.
This setting enables proactive moderation. It's important if you are concerned about your platform's brand but still want your Cbox to be publicly-accessible. It's also useful if you host live chats where you may want to control the volume and relevance of published messages by accepting only the ones you want, and at the appropriate time.
Using Moderated chat
For testing, it's helpful to open another instance of your Cbox in an incognito/private tab. This allows you to log in as a guest in one tab and as a Mod in the other.
When you enable this setting, a shadow channel is created. Regular users cannot access it, but a Mod or Admin user on the public Cbox will see a "mod channel" link or "thumbs up" button. Clicking this button opens the shadow channel, and shows any messages that are awaiting approval. These messages can be published (i.e. re-posted) to the public Cbox by clicking the [a]/"tick" button in the mod tools next to each message.
Note that when users register they do not automatically get voice. So, if you have existing registered users, before you enable Moderated chat, you might first want to voice them.
Mods and admins always have voice. This means they can always post directly to your public Cbox. Registered users (other than mods and admins) can be voiced and unvoiced from within your Cbox by clicking the [v]/"plus" button in the mod tools next to their messages. Unregistered guest users cannot be granted this permission, however.
Voice permission grants a user direct publication access to your Cbox, without any of the special permissions of mods or admins. It is useful in cases where the user is trusted and/or conversation established.
Moderation works in conjunction with channels, too. The global setting controls whether new channels are created in Moderated mode or not. The per-channel setting is maintained even if the global setting is later changed.