Website Builder Isn't Loading or "Edit Site" Is Greyed Out
If the "Edit Site" button is greyed out or doesn't respond, or if the Website Builder opens to a blank screen, the most common causes are: Website Builder isn't included in your current plan, the purchase hasn't activated yet, or a browser compatibility issue. Check your plan first, then try the browser steps below.
Is Website Builder Included in Your Plan?
Website Builder is not included with all ZenBusiness plans. Before troubleshooting, confirm you have an active Website Builder subscription.
Check your subscription
- Log in at zenbusiness.com
- Go to Account Settings → Subscriptions
- Look for "Website Builder," "Online Tools Bundle," or "Website & Marketing"
Plans that include Website Builder:
- Premium formation plan (included)
- Online Tools Bundle ($149/year)
- Website Builder standalone ($129/year)
Plans that do NOT automatically include Website Builder:
- Starter plan
- Pro plan (not included unless purchased separately)
If Website Builder isn't in your subscriptions, it hasn't been purchased. You can add it from your dashboard under Web Tools → Website.
"Edit Site" Is Greyed Out
The most common reasons the "Edit Site" button is greyed out:
Your purchase hasn't activated yet. After purchasing Website Builder, activation can take up to a few hours. Log out, wait 30 minutes, and log back in.
You're using an unsupported browser or version. Website Builder requires a modern browser. Try Chrome (recommended), Firefox, or Edge — updated to the latest version.
Your session is stale. Log out completely and log back in. If that doesn't work, clear your browser cache and cookies.
You're viewing the wrong site. If you have multiple businesses under your ZenBusiness account, confirm you're viewing the correct one under the correct login.
Website Builder Opens a Blank Screen or Won't Load
If the editor opens but shows a blank/white screen, a loading spinner that never finishes, or a JavaScript error:
Browser troubleshooting steps
- Hard refresh — Press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
- Clear cache and cookies — Chrome: Settings → Privacy → Clear browsing data → select Cached images, Cookies → Clear
- Disable extensions — Ad blockers, privacy extensions, and VPNs can block the Website Builder editor. Try disabling them or use an incognito window
- Try a different browser — Chrome is the best-supported browser for the Website Builder
- Try a different network — Corporate firewalls and some home network filters block the editor's resources
If the editor still won't load after all these steps, contact our support team.
Can't Find the Simple Editor Option
The Website Builder offers two editors: Simple (AI-guided, quick start) and Advanced (full design control, 100+ templates).
The Simple editor is available to accounts with a new site (no previous edits). If you've already been using the Advanced editor, the Simple editor option won't appear — you're committed to the Advanced editor for that site.
If you want to switch editors, you would need to start a new site. Contact our support team to discuss your options.
"You Need to Purchase Website Builder" Message
If you see a purchase prompt and you believe Website Builder is already included in your plan:
- Check Account Settings → Subscriptions — confirm Website Builder is listed as active, not expired
- Check the order status — if you just purchased and it's showing as "processing," wait 1–2 hours
- Log out and log back in to refresh your entitlement
If your subscription is active and you're still seeing a purchase prompt, contact our support team — this is an entitlement sync issue that requires a manual fix.
Frequently Asked Questions
I purchased the Online Tools Bundle but still can't access Website Builder. What's wrong?
Check that you've completed domain selection — the Online Tools Bundle requires you to select a domain before all services activate. Go to Web Tools → Domains and look for a "Select your domain name" prompt. After selecting your domain, Website Builder should activate within a few hours.
How long after purchase before Website Builder is active?
Most purchases activate within minutes. If you've waited more than 2 hours and Website Builder still isn't accessible, log out, clear your cache, and log back in. If the issue persists, contact our support team.
My Website Builder was working and now it's broken. What happened?
Common causes: a browser extension was added that blocks the editor, a browser update broke compatibility, or your session expired. Try an incognito window first — if it works in incognito, a browser extension is the cause. Disable extensions one at a time to identify the culprit.
The Website Builder works in Chrome but not Safari. Is Safari supported?
Website Builder is not fully optimized for Safari. Use Chrome for the best experience. If you must use Safari, ensure it's fully updated and disable any Safari-specific privacy settings that might block scripts.
Can I access Website Builder on my phone?
The Website Builder editor is designed for desktop use. On mobile, you can preview your site and make basic edits, but for full editing capabilities, use a desktop or laptop browser (Chrome recommended).