---
title: "Why is Chat not loading in Private or Incognito mode?"
slug: "how-do-i-delay-the-loading-of-the-chat-widget-on-our-website"
description: "Allow Glad App Chat to load in Private mode by injecting the widget code directly in the site's HTML."
updated: 2026-04-03T06:52:30Z
published: 2026-04-03T06:52:30Z
canonical: "help.gladly.com/how-do-i-delay-the-loading-of-the-chat-widget-on-our-website"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why is Chat not loading in Private or Incognito mode?

If Google Tag Manager is use to install the Chat widget, make sure you're using the full Gladly loader script exactly as documented, in a GTM Custom HTML tag. Set the trigger to "Window Loaded – All Pages". Avoid wrapping it in any other JavaScript that dynamically injects it via createElement(). This ensures the widget is injected after the page has fully loaded, which avoids timing issues that may cause the widget to fail silently.

Safari Private Browsing (Incognito) mode with Intelligent Tracking Prevention (ITP) can also interfere with Google Tag Manager or completely block it from executing, which prevents Gladly widget from loading.

To ensure full functionality across all browsers and privacy modes, we recommend one of the following:

- Embed the Gladly script directly in your site's HTML, outside of GTM.
- Adjust the browser privacy settings to allow trackers or disable ITP (not recommended for general users). In Safari, this under Settings -> Advanced -> Use advanced tracking and fingerprint protection.