The widget form won't submit: error messages explained
The Help button is on your site, but when a visitor clicks Submit Ticket they get an error, or the ticket never reaches your inbox. The widget shows the reason in a red banner at the top of the form. Find it below.
If the button doesn't appear at all, see The widget isn't showing on my website instead.
Messages next to the fields
These are the form checking the visitor's input. Nothing is wrong with your setup.
- Name is required / Email is required / Subject is required / Description is required
- Enter a valid email address
- Add a bit more detail (N more characters)…: the description needs at least 30 characters. This is deliberate, to avoid one-line tickets.
Messages in the banner
| Banner message | Cause | Fix |
|---|---|---|
| Request origin is not on the widget key's allowlist. Update the key's allowed origins in Settings. | The website the form is on isn't on the key's list of allowed websites. | See Fixing the allowed websites below. |
| This widget key requires an Origin header that matches the configured allowlist. | The key has allowed websites, but the request didn't say which site it came from (for example, the page was opened from a local file, or a privacy tool stripped the header). | Test from the real website. If that still fails, see Fixing the allowed websites below. |
| Configuration error. Please contact your administrator. | The key in your embed code is invalid or has been revoked. | Check the key under Settings → Developer. If it's revoked, copy the current code from Settings → Help Desks → desk → Channels and replace it on your site. |
| Too many submissions from this address. Try again later. | More than 30 submissions in an hour from the same internet connection. | Wait up to an hour. This mostly happens while testing from an office network. |
| Too many requests. Retry after the window resets. | More than 120 requests a minute on the same key. | Wait a minute. If it keeps happening, your key may be being misused: restrict its allowed websites (below). |
| Failed to upload file: … | An attachment didn't upload. | Check the connection and try again, or send without the file. |
| file exceeds 25MB limit. / Max 5 attachments… | Files are limited to 5 per ticket, 25 MB each. | Remove or shrink a file. |
| Network error. Please check your connection and try again. | The visitor's browser couldn't reach IntelliDesk. | Usually the visitor's connection, a firewall or a browser extension. |
| Something went wrong. Please try again. | Any other failure. | Try once more. If it persists, contact support. |
Your browser's Console and Network tabs (press F12) show the same message with more detail.
Fixing the allowed websites
When a website key has allowed websites, the form only works on exactly those addresses. The match is strict (capital letters don't matter):
https://yourcompany.comandhttps://www.yourcompany.comare different. Add both if your site answers on both.http://andhttps://are different.- Staging or test sites (
https://staging.yourcompany.com) need their own entry. - The entry is just the scheme and host: no page path and no trailing slash.
To edit them, a manager goes to Settings → Developer, finds the key and clicks Edit (the pencil). Enter the websites under Allowed origins, separated by commas or new lines, each starting with https://. Leaving the list empty lets the key work on any site.
Tip: when you create a key from the desk's Channels tab and type www.yourcompany.com, IntelliDesk saves it as https://www.yourcompany.com, and only that address. If your site also works without www, add the other version in Settings → Developer.
The form says it worked, but there's no ticket
The success screen shows the ticket number (HD-…). If the visitor saw one, the ticket exists. Look for it:
- On the desk the key belongs to. Each key feeds one help desk.
- With the inbox's status filter set to All, in case an automation or trigger has already changed its status.
- By number in the command palette (Ctrl+K, then type the number).
If the ticket is there but the customer got no confirmation email, that's the desk's auto-reply setting, which is off by default. See The embeddable widget: putting a contact form on your site.
Your subscription
The website form keeps accepting your customers' requests even when your workspace is read-only or locked (a trial that has ended, a failed payment or a cancelled subscription), just as email to your support address keeps arriving. Your customers aren't turned away; your team just can't reply until the workspace is subscribed again. Check Settings → Billing.
When to contact support
Contact IntelliDesk support if the form fails with a key that isn't revoked, from a website on its allowed list, under the limits above. Include your website address, the banner message, and a screenshot of the browser console if you can.
Related: The widget isn't showing on my website · The embeddable widget: putting a contact form on your site · IntelliDesk's APIs: REST and MCP