Troubleshooting

The try-on button isn’t showing on the storefront

Work through these in order — each is a separate requirement, and the button needs all of them:

Is the block added to the right template? Open Online Store → Themes → Customize, go to your product template, and confirm the Try On block is there (see Theme extension). In the theme editor’s design mode you’ll see a grey placeholder if it’s missing or on the wrong template.
Is the product enabled? Check its status on the Products page — it needs to say Active. If it’s Inactive, open the product and check the Setup progress card for what’s blocking activation.
Does the product have a category set? Activation is blocked without one. Categories auto-detect on sync but can land empty or wrong — correct it on the product page (see Enable try-on on a product).
For real-time AR: has processing finished? The button only appears once an asset is generated (or uploaded) and active — not while generation is still running. Check the asset section for a processing/failed state.

If all four check out and the button still doesn’t appear, it’s usually a storefront cache delay — give it a few minutes, then hard-refresh the product page.

The 3D model looks wrong

Fit is off (position, size, rotation) — use Adjust Fit on the asset (see 3D model generation) to nudge it live against your own webcam, then save.
The model itself looks off (wrong finish, wrong lens, visible artifacts) — check View report on the asset for the analyzer’s grade and what it flagged. Usually the fix is regenerating with better photo coverage: a clean front shot plus both 3/4 angles gets you to “Good” or “Best” instead of “Fair”.
Not sure what to change? Use Request review on the asset to have the team take a look.

Generation failed or is stuck

A failed generation almost always means the photo set had no usable image — a face in frame, an extra object, or a background that isn’t a clean product shot. The failure card offers Try again (same photos) or Back to images to pick different ones.
Running well past 5 minutes without finishing shows a “taking longer than usual” state with Keep waiting or Cancel & start over — cancelling doesn’t lose your photo selection.

“Model saved, but AI engine sync failed”

Switching a product to AI Swap syncs it to the AI engine as part of saving. If that sync fails, you’ll see this warning instead of the usual “changes saved” toast, and Activate try-on stays blocked with “Product must be synced to AI engine first.” It needs product images uploaded first — check the product has photos, then switch the model away from AI Swap and back and Save again to retry the sync. If it keeps failing, contact support.

Getting help

The support chat bubble is available in the bottom-right corner of every page in the app — messages you send there reach our team directly, and replies show up in the same chat. Use the Help action on any page for quick answers before reaching out.

Also selling outside Shopify? Panel guide covers managing try-on for WooCommerce, BigCommerce, or a custom storefront from the same account.