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How do I troubleshoot Looksy?

First identify whether the problem is theme visibility, product targeting, photo input, generation, or reporting. Reproduce it on a specific product and record exact evidence before changing several settings at once.

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Button is missing

On a normal eligible product page, the Try On button should appear over the main product image. You do not need to add a separate app block to the product template.
  1. Confirm you are viewing the intended published or preview theme.
  2. Confirm the product or collection is enabled in Looksy and review variant-specific behavior.
  3. Open Online Store → Themes → Customize → App embeds and verify Looksy Try-On Button is enabled and saved.
  4. Test a normal product page, not only a collection, quick-view, or custom page template.
  5. Test a private window to separate cached storefront code from a persistent problem.
  6. If it is theme-specific, capture the theme name, template, product URL, and screenshot.

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Photo cannot be selected or uploaded

  • Use a real photo of one person.
  • Try a common supported format such as JPG, PNG, HEIC, or WebP.
  • Check browser photo/camera permission when taking a new image.
  • Retry with a clear, smaller image and a stable connection.
  • Test another current browser or device to isolate a local permission or extension problem.
Do not use an online image converter for a private customer photo unless its privacy terms are acceptable.

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Generation fails or the preview is weak

  1. Confirm the product, variant, and source images are correct.
  2. Retry with the relevant body area visible and without heavy blur or obstruction.
  3. Try another representative product to determine whether the issue is product-specific.
  4. Review image guidance and known limitations.
  5. Record the exact message and time; do not repeatedly spend credits without changing the input.

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Mobile-only problem

Check the real device width, browser permissions, theme overlays, sticky controls, and whether another app covers the button. Compare against desktop and a second mobile browser before describing it as a general Looksy failure.

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Analytics looks wrong or empty

Verify the selected date range, that a test try-on completed, and that required tracking or integrations are available. Read each metric’s definition; add-to-cart activity, completed revenue, and email capture have different coverage requirements. See the analytics overview.

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Contact support

Contact caleb@withlooksy.com with:
  • store and product URL;
  • product and variant;
  • theme name and template;
  • device, operating system, and browser;
  • time and timezone;
  • exact message, screenshot, or short recording;
  • steps already tried.
Never include a customer’s private photo unless support explicitly requests an approved secure path and the customer has consented.