popup doesn’t display

Dear @mathilde-rivoire,

Thank you for the topic.

We checked and noticed that you are using an old version (v. 3.5.1) of the plugin. The latest update of the plugin is the 3.8.6 version.
Please update the plugin to the latest version and check the case in that way.

Besides this, please provide us with screenshots of the options of the General, Settings, and Limitation Users tabs so that we can check the settings configuration.

Thank you.

Dear @mathilde-rivoire,

Thank you for your reply and the info.

Please enable the Display for logged-in users and the Display for guests options and check the case again:

Then, let us know about the outcome.

Thank you.

Dear @mathilde-rivoire,

Thank you for your response.

Please let us know what you mean by saying, offline users.
If you are referring to guests (non-logged-in users), you can either enable or disable the “Display for guests” option for them based on your preferences and the use case of the popup.

As to the close button.
We checked and noticed that you enabled the Hide close button option. This is why you are experiencing this problem.

See the screenshot below:

Please untick this option and check the case again.

Thank you.

Dear @mathilde-rivoire,

Thanks for your response.

I want to mention, that our Development Team needs more information for further investigation of this case.
So, please contact us via this form for further discussion. Our customer care specialists will check your case and guide you accordingly as soon as possible.

Thank you.

Dear @mathilde-rivoire,

Thank you for your reply.

I want to mention, that our Support Specialists have already answered your request via email. So, you can check it out.

Thank you.