Members can chat But I (admin) can't see chat

I have a problem with this chat plugin. Members can chat on it but I cannot see their chat all I can see is my own. They tell me they can see me posting but I cannot see there posts. I am the admin/keymaster. This is a problem for sure.

1.The chat is the popup chat in the corner of the site.

2.The chat is open

3. I highlighted the box with the cursor to check that it wasn’t a styling issue (all colors white for instance)

I am completely stumped now can someone please help.