FAQ
The same questions answered in the app’s Help page, with links to the full guides. If you’re looking for a specific screen rather than an answer, start at Install the app.
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?”Open the product in Products, set its category, choose a try-on model, add a 3D asset if you picked real-time AR, then use Activate try-on. The Setup progress card tracks what’s still missing. Full walkthrough: Enable try-on on a product.
Why isn’t the Try-On widget showing on my store?
Section titled “Why isn’t the Try-On widget showing on my store?”Four things must all be true: the Try On block is on your product template, the product’s status is Active, it has a category set, and — for real-time AR — its asset has finished processing and is active. Troubleshooting walks through each.
Do I need a developer to install Try-On?
Section titled “Do I need a developer to install Try-On?”No. TryOn installs as a Shopify theme app block, so you add the button yourself in Online Store → Themes → Customize with no code. A developer is only useful if you want placement your theme doesn’t allow through blocks.
How do I enable Try-On for a whole category at once?
Section titled “How do I enable Try-On for a whole category at once?”Switch Products to the By Collection view, open a collection, and use Activate AI swap for all. It skips products without a category and anything already active; real-time AR has no bulk equivalent because each product needs its own 3D asset first.
How do I preview Try-On before it goes live?
Section titled “How do I preview Try-On before it goes live?”Use Preview Try-on on the product’s asset to open the widget exactly as a shopper sees it. Nothing appears on your storefront until you activate, and preview sessions aren’t metered against your plan.
Can I activate several products at once?
Section titled “Can I activate several products at once?”Yes, for AI Swap — filter by collection and activate the whole collection at once. Products already live on real-time AR are left untouched, and the confirmation dialog tells you how many those are before you commit.
How do I turn Try-On off or remove the button?
Section titled “How do I turn Try-On off or remove the button?”Deactivate try-on on the product to pause it while keeping your setup, or remove the Try On block in the theme editor to take the button off the page entirely. Removing the block affects every product at once; deactivating affects only that product.
Will Try-On work with my theme?
Section titled “Will Try-On work with my theme?”Yes — it’s a theme app block, so any Online Store 2.0 theme supports it, and you can place the button anywhere your theme allows blocks. See Theme extension. On a vintage theme that can’t host app blocks, paste the Liquid snippet from Install on a custom or vintage theme instead.
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 on your product template, above the fold. That’s where shoppers are already looking when they’re deciding. See Where to put the try-on button.
Can I promote Try-On in emails, banners, or campaigns?
Section titled “Can I promote Try-On in emails, banners, or campaigns?”Yes. There’s no special try-on URL — link to any product page with try-on active and mention that try-on is available so shoppers arrive knowing to look for the button.
What should the Try-On button say?
Section titled “What should the Try-On button say?”The block defaults to “See it on you”. If you change it, keep it short and action-led so it’s obvious what tapping it does. The optional helper text line underneath adds context if your label is very short.
Why aren’t my customers using Try-On?
Section titled “Why aren’t my customers using Try-On?”Usually placement. Compare pdp_viewed (pages with a button) against button_viewed (buttons
actually scrolled into view) — a large gap means the button sits below where shoppers stop
scrolling, and moving it up will do more than relabelling it.
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, turn on the Quick Icons badge so try-on is visible on collection and search pages too, and enable it on your highest-traffic products first.
Which products should I turn on first?
Section titled “Which products should I turn on first?”Your highest-traffic items. You’ll get readable funnel data from them fastest, which tells you whether your placement works before you roll out across the catalog.
Does button placement differ on mobile vs desktop?
Section titled “Does button placement differ on mobile vs desktop?”The block is responsive, but your theme may stack the product page differently on mobile, so a button above the fold on desktop can end up several scrolls down. Check the theme editor’s mobile preview separately.
3D models and methods
Section titled “3D models and methods”What’s the difference between Real-time and AI Swap?
Section titled “What’s the difference between Real-time 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 Enable try-on on a product.
Which product categories work best with Real-time vs AI Swap?
Section titled “Which product categories work best with Real-time vs AI Swap?”Real-time AR is only offered for eyewear and watches — rigid items that sit in a fixed position. AI Swap covers all seven supported categories, 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?”Feed it sharp, evenly lit photos on a plain background showing several angles, with no other objects in frame. The readiness meter in the generation modal grades your selection before you commit — see 3D model generation.
How do I create a 3D model for eyewear?
Section titled “How do I create a 3D model for eyewear?”Open the product, click Generate 3D, and assign clear front and side photos to the coverage slots. Eyewear adds two extra steps — frame finish and lens type — before generation starts.
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. Photos the system flags as unusable (a face in frame, an extra object) are excluded by default, with an “include anyway” override if you disagree.
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 Adjust Fit to correct position, rotation, and scale against your own webcam. If the model is wrong, check View report for what the analyzer flagged, then regenerate with better photo coverage or use Request review.
What do I do if 3D generation fails?
Section titled “What do I do if 3D generation fails?”A failure almost always means no usable photo in the set. The recovery card offers Try again with the same photos or Back to images to pick different ones; you can also 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 choose Upload 3D and add a GLB, GLTF, USDZ, SPZ, or PLY file up to 20MB. Once it processes, use Adjust Fit to position it, then activate it.
I chose Real-time Try-On but it switched to AI Swap — why?
Section titled “I chose Real-time Try-On but it switched to AI Swap — why?”Real-time AR is only available for eyewear and watch categories. Picking any other category switches the model to AI Swap automatically, since that’s the only option there.
Why can’t I enable Real-time Try-On for my product?
Section titled “Why can’t I enable Real-time Try-On for my product?”Same reason — the product’s category isn’t eyewear or watch. If you believe the category is wrong, correct it on the product page; category is auto-detected on sync and can land wrong.
How long does 3D generation take?
Section titled “How long does 3D generation take?”Typically 2–5 minutes. You can navigate away — you’ll get a notification when it’s ready. If it runs long you’ll see a “taking longer than usual” state with the option to keep waiting or cancel.
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?”The modal takes up to four: front, left 3/4, right 3/4, and an optional detail shot. One clean photo is enough to generate, but front plus both 3/4 angles is what gets you the top grade.
Can I edit or replace a model after generating it?
Section titled “Can I edit or replace a model after generating it?”Yes — regenerate from new photos or upload a replacement at any time. If the product already has an active asset, the new one lands alongside it rather than replacing it, so activate it yourself once you’re happy.
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”, so it’s worth separating them. 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 Sessions and limits.
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 paid plans with overage enabled, usage past the limit is billed per unit as a Shopify usage charge up to a capped amount per cycle.
Do my own test try-ons count toward my usage?
Section titled “Do my own test try-ons count toward my usage?”No. Preview runs with analytics disabled, so try-ons you run from the admin aren’t metered. Only real shopper sessions on your live storefront count.
How do I change my plan?
Section titled “How do I change my plan?”Open the Subscription page and pick a different plan. New limits apply to your current billing cycle.
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 in the app, over a 7, 30, or 90 day window. It covers 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 Active, the Try On block is still on your product template, and the asset has finished processing. If all three check out, it’s usually a storefront cache delay — hard-refresh after a few minutes. 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, and this is the one most often got wrong. 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. The app’s privacy policy and DPA are the authoritative documents for your compliance record.
Still stuck?
Section titled “Still stuck?”The support chat bubble sits in the bottom-right corner of every page in the app, and messages reach the team directly. Selling outside Shopify too? The Panel guide covers the same features for WooCommerce, BigCommerce, and custom storefronts.