Cloud Chat 3 has many features one of them is to have different locations. Important here is the ID of the location it should the same in your sign up form.
First make sure you have set the location correctly for your live chat server. More information can be found in this FAQ article.
Now it is important you have set the ID of the location:
In your sign up form, if you use our form it has the name index.html and is placed in the root
It is important that the id matches on both places. In case you have multiple locations you can have a dropdown it is also included in the form but commented out.