FAQ
Quick answers with links to the full guides. New here? Start at Getting started.
Getting started
Section titled “Getting started”How do I turn on try-on for a product?
Section titled “How do I turn on try-on for a product?”Create the product, set its category, upload photos, then choose a try-on mode on the product page — AI Swap works immediately, real-time AR needs a 3D model first. The Try-on Status card has the on/off toggle. See Products.
Why isn’t the try-on button showing on my storefront?
Section titled “Why isn’t the try-on button showing on my storefront?”Check that the product is enabled in the panel, that both snippets are on the page (the button
element and that product’s bootstrap script), and that the script’s shop_slug and product ID
are correct. Storefront integration covers the binding
rules.
Do I need a developer to install try-on?
Section titled “Do I need a developer to install try-on?”You need someone who can paste two snippets into your product template. That’s usually a theme-level edit rather than a development project, but unlike the Shopify app there’s no click-to-install block — you’re adding markup to your own storefront.
How do I preview try-on before it goes live?
Section titled “How do I preview try-on before it goes live?”Every product detail page has a Preview button that opens the widget exactly as a customer would see it, using a short-lived scoped link. Preview doesn’t count against your plan — see Widget & preview.
How do I turn try-on off or remove the button?
Section titled “How do I turn try-on off or remove the button?”Toggle try-on off on the product page to pause it while keeping your setup, or remove the snippets from your template to take the button off the page entirely. Toggling off affects one product; removing the button snippet affects every page it’s on.
Driving try-on usage
Section titled “Driving try-on usage”Where should I place the try-on button so shoppers notice it?
Section titled “Where should I place the try-on button so shoppers notice it?”Directly beside or below Add to Cart, above the fold. See Driving try-on usage.
Can I promote try-on in emails, banners, or campaigns?
Section titled “Can I promote try-on in emails, banners, or campaigns?”Yes — and you can do better than linking to the product page. The Install Widget page’s Advanced section has a URL parameter that auto-opens try-on on load, so campaign traffic lands directly in the experience.
What should the try-on button say?
Section titled “What should the try-on button say?”Something short and action-led like “See it on you”. Since you own the markup, also make sure it reads visually as a primary action rather than a secondary link.
Why aren’t my customers using try-on?
Section titled “Why aren’t my customers using try-on?”Usually placement — the button is below where shoppers stop scrolling, or styled so it reads as a minor link. Check a real mobile device as well as desktop, since templates stack differently on narrow viewports.
How do I get more shoppers to use try-on?
Section titled “How do I get more shoppers to use try-on?”Move the button next to Add to Cart, enable it on your highest-traffic products first, and point campaign links at the auto-open URL parameter rather than the plain product page.
Which products should I turn on first?
Section titled “Which products should I turn on first?”Your highest-traffic items. They’ll give you readable funnel data fastest, which tells you whether your placement works before you roll out further.
Does button placement differ on mobile vs desktop?
Section titled “Does button placement differ on mobile vs desktop?”The widget adapts, but your template probably doesn’t stack the same way. Load a product page on a real phone and confirm the button is still near Add to Cart.
3D models and methods
Section titled “3D models and methods”What’s the difference between real-time AR and AI Swap?
Section titled “What’s the difference between real-time AR and AI Swap?”Real-time AR renders a 3D model live on the shopper through their camera. AI Swap generates a photorealistic image of the product on a photo the shopper provides. See Products.
Which product categories work best with real-time AR vs AI Swap?
Section titled “Which product categories work best with real-time AR vs AI Swap?”Real-time AR is only available for eyewear and watches. All seven categories work with AI Swap, including everything soft or draping.
How do I get the highest-quality 3D result?
Section titled “How do I get the highest-quality 3D result?”Use sharp, evenly lit photos on a plain background showing several angles, with no other objects in frame. Once the asset is analyzed you’ll get a quality grade and a report explaining it.
How do I create a 3D model for eyewear?
Section titled “How do I create a 3D model for eyewear?”On the product page, generate from photos — pick up to four of the product’s images and the model is built automatically. Clear front and side shots of the frames matter most.
What product photos give the best generation results?
Section titled “What product photos give the best generation results?”Sharp, evenly lit, plain background, multiple angles, no props or extra objects. Heavy shadows and busy backgrounds are the two most common causes of a poor grade.
My generated model looks wrong — how do I fix or redo it?
Section titled “My generated model looks wrong — how do I fix or redo it?”If the fit is off, use the AR Fit Editor to correct position, rotation, and scale against a live camera preview. If the model itself is wrong, open its quality report, then regenerate with better photos or request optimization.
What do I do if 3D generation fails?
Section titled “What do I do if 3D generation fails?”An asset that comes back failed almost always had no usable input photo. Try again with cleaner,
higher-resolution images on a plain background, or upload your own model instead.
How do I upload my own 3D model?
Section titled “How do I upload my own 3D model?”On the product page, upload a GLB, GLTF, USDZ, SPZ, or PLY file up to 20MB. It runs through
uploaded → analyzing → analyzed, then use the AR Fit Editor to position it and make it the
active asset.
I chose real-time AR but it switched to AI Swap — why?
Section titled “I chose real-time AR but it switched to AI Swap — why?”Real-time AR is only offered for eyewear and watch categories. Setting any other category moves the product to AI Swap automatically, since AR isn’t an option there.
Why can’t I enable real-time AR for my product?
Section titled “Why can’t I enable real-time AR for my product?”Same reason — the product’s category isn’t eyewear or watch. If the category is wrong, correct it on the product page.
How long does 3D generation take?
Section titled “How long does 3D generation take?”A few minutes. The panel polls in the background and updates the asset status when it’s ready, so you can navigate away.
How many photos or angles do I need for a good model?
Section titled “How many photos or angles do I need for a good model?”Up to four images are used. Front, side, and a 3/4 angle give the most accurate result; for eyewear, clean front and side shots matter most.
Can I edit or replace a model after generating it?
Section titled “Can I edit or replace a model after generating it?”Yes — generate again or upload a replacement at any time. Only one asset is Active at a time, and you choose which from the asset list, so a new model doesn’t go live until you switch to it.
Plans and usage
Section titled “Plans and usage”What counts as a try-on session?
Section titled “What counts as a try-on session?”Two different numbers get called “sessions”. Your plan meters try-on opens by unique shopper per month and AI Swaps per generation started. The dashboard’s Try-on Sessions card counts something else — AR model loads plus swap starts — as an engagement figure. See Billing.
What happens when I reach my monthly limit?
Section titled “What happens when I reach my monthly limit?”Try-on keeps working — limits are soft, and shoppers aren’t turned away mid-month. On Shopify-billed paid plans, usage past the limit is charged per unit through Shopify’s Billing API, up to a capped amount per cycle. See Billing for the detail.
Do my own test try-ons count toward my usage?
Section titled “Do my own test try-ons count toward my usage?”No. Previews aren’t metered, so you can open them as often as you need while getting a product ready. Only real shopper sessions on your storefront count.
How do I change my plan?
Section titled “How do I change my plan?”From the Plans & Pricing section of the Billing page. Upgrades take effect immediately and are prorated; downgrades are scheduled for your next renewal, so you keep the plan you’ve paid for until the period ends. A scheduled downgrade can be cancelled from the same page with Keep this plan. To move to the free plan, use Cancel subscription rather than a downgrade. Only admins and members with the Billing role can do any of this — and see Billing for the full walkthrough.
If one shopper tries several products, is that one session or many?
Section titled “If one shopper tries several products, is that one session or many?”For try-on opens, one — the meter counts unique shoppers per month, so the same shopper across multiple visits still counts once. For AI Swap, each generation counts separately.
What’s the difference between the plans?
Section titled “What’s the difference between the plans?”Plans differ across four limits — try-on opens, AI Swaps, 3D generations, and how many products can have try-on enabled at once — plus feature access like advanced analytics. Current tiers are on the pricing page.
Do short or abandoned try-ons still count as a session?
Section titled “Do short or abandoned try-ons still count as a session?”For AI Swap, yes — a swap counts as soon as it starts, including if generation then fails, so a retry loop can’t run unmetered. For try-on opens it makes no difference, since that shopper is already counted for the month.
Performance, troubleshooting and privacy
Section titled “Performance, troubleshooting and privacy”How do I know if try-on is actually helping me sell?
Section titled “How do I know if try-on is actually helping me sell?”Look at Try-on to Cart Rate and Widget Add-to-Cart Clicks on the dashboard, then the funnel to see where shoppers drop off. See Measuring results.
Where can I see how try-on is performing?
Section titled “Where can I see how try-on is performing?”The Dashboard, over a 7, 30, or 90 day window — sessions, unique visitors, cart rate, saved looks, and a per-mode funnel.
Does try-on work on mobile?
Section titled “Does try-on work on mobile?”Yes, in mobile browsers as well as desktop. Real-time AR uses the phone camera, so shoppers get a consent prompt and then the browser’s camera permission request.
Which products get tried on the most?
Section titled “Which products get tried on the most?”The dashboard ranks products by try-on activity. Detailed per-product breakdowns need a plan with advanced analytics.
Try-on won’t load or looks broken — what should I check?
Section titled “Try-on won’t load or looks broken — what should I check?”Confirm the product is enabled and its asset is active, that the bootstrap script on the page is the one scoped to that product, and that only one bootstrap script is loaded per page — a second one overwrites the first. Developer troubleshooting has the full list.
Do you store my customers’ photos or camera data?
Section titled “Do you store my customers’ photos or camera data?”It depends on the mode. Real-time AR processes the camera feed on the shopper’s device and doesn’t upload frames. AI Swap does upload the shopper’s photo, because generating the result requires it. See Privacy and shopper data.
Is try-on privacy/GDPR compliant, and what data does it collect?
Section titled “Is try-on privacy/GDPR compliant, and what data does it collect?”Try-on collects an anonymous session ID, a per-device visitor ID, the product being tried, and diagnostic details like app version — no customer name, email, or order data. Both modes ask the shopper for consent first, and your own privacy policy and DPA are the authoritative documents for your compliance record.
Still stuck?
Section titled “Still stuck?”The support chat in the panel reaches the team directly. Integrating through the API instead? Developer troubleshooting covers error codes and limits.