Frequently asked questions
Search answers about Shopify setup, product coverage, widget design, images, email capture, limits, history and analytics. Each answer links to a full guide.
50 of 50 questions
Getting set up
Which app embed should I enable?
Enable Virtual Try-On. The Dashboard's Enable app action opens the theme editor. Save the theme after enabling it.
The widget works in preview but the app says inactive.
The app checks the published theme. An embed enabled only on an unpublished theme can work in preview while the published-theme status remains inactive.
Does my own storefront test use the allowance?
Yes. A real storefront generation uses store usage even when you are testing your own store. The Designs preview only demonstrates the layout.
Does the app include live AR or a 3D viewer?
The implemented shopper experience generates still images. The AR Try-On and 3D Viewer screens are marked Coming Soon.
Products and images
Where do I select products?
Open Try-On → Products. Use Search or Browse to select products and collections, or enable all products, then Save.
Can the button appear on collection cards?
The current embed configures the widget on full product pages. Selecting a collection includes its member products on their product pages; it does not add buttons to collection cards.
I removed a product but its button is still there.
Check Enable for all products and selected collections. Either can still include the product. There is no exclusion list overriding those selections.
Do I need to select every member of a collection?
No. The storefront checks whether the product belongs to an enabled collection. Individual products and collection membership are combined.
Will the selected color's photo be used?
The widget can use the selected variant's assigned image when your theme's variant changes are detected. Assign each visual variant its correct image and test the theme before relying on the switch.
Which photos can shoppers upload?
JPEG, PNG and WebP up to 10 MB. Use a clear person photo with the relevant body area visible. Convert unsupported formats rather than just renaming the extension.
Does the generated photo tell shoppers their exact size?
The result is an AI visualization, not a measurement or fit guarantee. Use the product's size chart for sizing information.
Widget design
Where do I change the button and modal text?
Open Try-On → Designs. Expand Button content, Modal layout, Upload step text or another relevant card, edit the fields and save.
How do I put Try On next to Add to Cart?
Use Custom element in Button position with an appropriate selector, or use the section's Contact us link for placement assistance. Dedicated Before/After Add to Cart options are hidden in the current picker.
The preview looks right but the storefront is unchanged.
Save the edit, resolve any validation errors and refresh the product page. Check translated overrides, custom CSS and the theme you are viewing.
Can I hide or edit the branding footer?
Branding editing and hiding are available on paid plans in Try-On → Designs → Branding. Free keeps branding enabled.
How do I translate the widget?
Use Try-On → Designs → Translations → Add language. Write the overrides, save and open the product in that storefront language.
What happens if a translated field is empty?
It falls back to the default-language text. Styling is shared across languages. Some built-in runtime messages are outside the configurable translation fields.
Will image replacement overwrite my Shopify product photos?
No. Replace product image with try-on result changes the product-page display for the shopper. It does not upload a replacement to the Shopify catalog.
Can I hide download, share or Add to Cart?
Yes. Toggle the corresponding action in Try-On → Designs → Result & Cart and save. Enabled actions need their button text.
Visibility and email
Can I limit try-on to signed-in customers?
Yes. Choose Logged-in customers only in Try-On → Visibility and save. A Shopify admin login is separate from a storefront customer login.
Why are no customer segments available?
Check Customers → Segments in Shopify admin and create the intended segment if needed. Refresh the app. Segment visibility requires at least one selected segment.
Why does the button appear late for a segment customer?
The widget waits for a membership check before showing it to a signed-in visitor in segment mode. A failed check can keep it hidden, and the result is briefly cached in that browser session.
Where do I enable email capture?
Open Try-On → Designs → Email capture, enable it, set a threshold of at least 1, write the prompt and save.
Why am I not asked for an email again?
The widget stores the supplied email and try-on count in your browser for this store. An already-saved email can suppress the prompt. Use a fresh browser profile for a setup test.
Are tries before the email prompt free for the store?
They still use the store's allowance or paid additional usage. The threshold only controls when the visitor is asked for an email.
Does Export CSV export only the selected rows?
No. It exports all records matching the current search, date and consent filters, across pages.
Does email capture automatically send campaigns?
The app records the address and consent flag and offers CSV export. That workflow does not itself send a campaign or automatically subscribe contacts to an external email platform.
Usage and billing
Does a weekly limit of 0 make all usage unlimited?
It removes only the per-user weekly limit. Your store's included allowance and additional-usage spending limit still apply.
When does the weekly limit reset?
It checks job records in the preceding seven days, so activity leaves the window gradually. It is not a reset every Monday, and failed jobs can count in this check.
Is additional paid usage only available on Pro?
No. Starter, Growth and Pro support paid additional try-ons. Check Billing for your store's rate, usage and spending limit.
Can I change the additional-usage spending limit?
Use the limit controls in Billing. You cannot lower it below spending already incurred. Complete any Shopify approval shown, especially when raising the limit.
When does the store allowance reset?
Use the next reset date displayed in Billing. It depends on the store's cycle; do not assume it is always the first of the month.
Are charges automatically reversed when generation fails?
The app attempts to restore included usage on a generation error, but do not assume an additional-usage charge was reversed. Contact support if the usage or charge looks wrong.
Why is Billing read-only?
Subscription actions must be managed from the app inside Shopify admin. The standalone support interface displays billing in read-only mode.
Results and history
Why is my failed try-on not in History?
Merchant History currently lists completed jobs only. Check the visible error and contact support for a failed or unfinished generation.
Why does an old history entry have no image?
History records and local gallery entries can outlive the hosted image. The link may have expired even though the entry remains.
I selected 7 days. Why did a Shopify result expire earlier?
The current Shopify storefront generation path uses default one-day retention even though the editor saves the longer selection. Contact support if you need longer availability.
Does shopper history sync across devices?
No. The gallery is stored locally in the shopper's browser, with up to 20 entries. Hosted images can expire before the local entry disappears.
Why does a saved result add a different variant?
A result opened from shopper history uses its saved variant when available. Check whether you are viewing an older result, then select the intended variant and generate a new one.
Does deleting History erase the image files?
Deleting a History row removes the app record. It is not confirmation that hosted files or browser copies were erased. Contact support for an image-removal request.
Analytics
Why is my test order missing from purchases?
Orders marked as test orders are excluded from purchase tracking. You can verify generation and cart behavior without completing checkout.
Does attributed revenue mean that buyer used try-on?
Not necessarily. The current match checks whether the ordered product had a completed try-on in the store within seven days, without requiring the same customer.
Why does Total Try-Ons differ from History?
Total Try-Ons counts job records in the selected report period, including non-completed statuses. History shows completed records and has its own filters.
How do refunds and cancellations affect revenue?
Recorded refunds reduce effective revenue. Cancelled purchase events are excluded. Headline revenue also avoids mixing incompatible shop currencies.
Settings and uninstalling
Where can I add Custom CSS?
Use the main Settings → Advanced → Custom CSS section. Save, then refresh an eligible storefront product page.
Will App Language translate my storefront widget?
No. App Language changes the admin interface. Translate widget text in Try-On → Designs → Translations.
Does turning off the embed cancel my plan?
No. It changes storefront display. Manage the subscription separately in Billing inside Shopify admin.
What should I do before uninstalling?
Export needed emails, download images while available, keep a copy of custom text and CSS, and review Billing. Do not treat reinstalling as a backup of app data.
Step-by-step troubleshooting
Follow these guides to check the most common problems in order.
Need help?
Open Support in the Shopify app, or contact us with your store address and what you are stuck on.