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Need some help with Assist Me?
Find your answers here

  • Why isn't Assist Me showing up on my site?
    If you have already installed Assist Me on your site, but you still aren't seeing the accessibility icon displayed on your site, this can happen due to a handful of reasons - but it's an easy fix: The code is not installed properly - Having the script installed in the wrong area can cause Assist Me to not work. To check this, please go to your site and press F12. When you do this, a bar will pop up on the bottom portion of your screen which will display your website’s code. After you see this, press Control + F, and a search bar will appear at the bottom. In this search field type “citymaas” and if you see results from this - you should have installed everything correctly. If not, please refer to the installation guide that was emailed to you. Browser cache error - This error can happen if you have a lot of cached files on your browser from your website (stored to improve load speeds when reentering) that makes you see the version you previously had before installing Assist Me. To fix this error, you will simply have to clear your browser’s cache (this can vary depending on the browser). In most cases, navigate to your browser history and clear your cached images and files. Once completed, you should be able to reload your browser and Assist Me should appear. Website cache error - Different systems enable you to optimise your website's loading speed by caching your scripts and your styles. Whenever you need to update your site, for example when installing Assist Me, you will also have to clear your website’s cache if you want to see the update happen. Find the best way to clear your cache in the system that you use and you should be able to see Assist Me. Script Conflict - In very rare cases, a current script on your site may conflict with Assist Me and its ability to load on the site. To check if this is the case we will need to inspect your site in a similar way we did in Step 2 (Press F12). After you see this, click on the 'Console' tab. If you see anything relating to CityMaaS, in this view, it means this is the reason Assist Me hasn't appeared on your site. If this is the case, please contact one of our representatives via live chat or by email at If the issue persists after this troubleshooting, please connect with one of our representatives and we would be happy to look into this and get it resolved for you as soon as possible!
  • Why doesn't the interface look right?
    When you implement Assist Me, the interface should look exactly the same as it does here. If this isn't the case (broken lines, invalid size, etc) then it may just be that there is a clash between your site’s design and style files (CSS) and Assist Me. This is rare and easily fixable. Please reach out to our support team so that we can easily help you fix this.
  • Why aren't the buttons in the interface working?
    This is rare but easily fixable. If Assist Me's interface is displayed on your site but the buttons are not clickable, or they are but nothing is happening, then you’re in the right place. In this case, there may be a conflict between your site scripts and Assist Me's interface script. In order to find out if this is a script conflict, go to the site using Chrome browser and press the F12 key. The panel that you see maybe a bit intimidating but no worries, you don't have to deal with it. In the panel, click on the 'Console' tab and refresh the page. Once the page has refreshed, look in the same 'Console' tab for the word "CityMaaS" underlined in red. If this is showing, then the problem is indeed a script conflict. Just contact our support team so that we can easily take care of this for you!
  • The Assist Me interface loads slowly and shows up after too much time
    Assist Me is designed to load asynchronously with your site, meaning it will only load and appear after your page has fully uploaded. This happens to achieve 2 goals: To make the entire website accessible, not just specific parts of it. So that it does not affect the site speed or performance in any way. Since Assist Me will be the last thing that loads on your site, you will not see the icon or functionality until your website has completely displayed. The Assist Me system itself takes 0.2 seconds to load on any domain, meaning the load time of your site itself, will affect how long it takes for you to see Assist Me. For example: If your site loads in 4 seconds, Assist Me will appear in 4.2 seconds. If your site loads in 8 seconds, then Assist Me will appear in 8.2 seconds. If you are interested in checking the load time of your site, we recommend using a site called Pingdom. You can find a direct link to it here. If you still feel there may be an error with CityMaaS not loading promptly, please connect one of our representatives and we can investigate this for you as soon as possible.

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