Uploads or generation fail
A failed upload, a usage limit and an AI processing error require different checks. Start with the visible message and the point where the flow stops.
Identify the error
| Message or symptom | Next check |
|---|---|
| File too large | Use a file no larger than 10 MB. |
| Only JPEG, PNG, WebP accepted | Convert the original file to a supported format; renaming its extension is not a conversion. |
| Weekly try-on limit | Check Try-On → Settings and the rolling seven-day per-user limit. |
| Monthly quota or overage cap reached | Check Billing for available usage and the reset date. |
| Your photo could not be processed | Try a different clear person photo with an unobstructed view. |
| Upload failed / Service temporarily unavailable | Check the connection, retry once and contact support if the error repeats. |
Run one controlled retry
- 1
Use a supported file
Choose a clear JPEG, PNG or WebP below the size limit. If a camera photo fails, try choosing an existing supported file.
- 2
Check the product image
Use a product with a working featured image and a correct assigned variant image where needed.
- 3
Review limits
Check the store allowance and additional-usage budget, then the per-user weekly setting.
- 4
Retry and note the outcome
Keep the page open. Record the product, time and exact message if it fails again rather than starting repeated generations.
Why History may show nothing
Merchant History lists completed jobs. A failed or unfinished request may not appear there, so an empty History search does not prove no request was made.
If usage or additional charges look incorrect after failure, contact support with the time and product. Do not assume every charge is automatically reversed.
Need help?
Open Support in the Shopify app, or contact us with your store address and what you are stuck on.