Why isn't Loox loading for my customers?

[CalmingCape]

Hey! I want to use Loox and every time I go to the store from my mobile or laptop, it just loads normally. But when I check the recordings of my customers sessions (I use Browsee to see where people stop scrolling or where they run into issues), it seems like Loox is not loading for them (see screenshot as example). 

What's the issue? I use Dawn as a theme FYI. 

[Rotem_Loox]

Hey,

Rotem from the Loox team here 🙂

Could you please contact our support team?

We'd be happy to assist you with what you're experiencing.