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Quick Troubleshooting Guide

Most issues can be resolved quickly with these common solutions. If you need additional help, contact [email protected].

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Button Not Appearing

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Issue: “Try On” button doesn’t show on product pages

Most common cause
  1. Go to Online Store → Themes in Shopify admin
  2. Click “Customize” on your active theme
  3. Find “App embeds” in the left sidebar
  4. Ensure “Looksy Virtual Try-On” is toggled ON
  5. Click “Save”
The button should appear within 1-2 minutes.
Check Looksy dashboard
  1. Open your Looksy dashboard
  2. Go to “Products” or “Collections”
  3. Verify the product is enabled for virtual try-on
  4. If not, enable it and save
Button appears only on enabled products.
Browser caching issue
  1. Clear your browser cache
  2. Test in incognito/private mode
  3. Try a different browser
  4. Check on mobile device
If button appears in incognito, it’s a caching issue.
Theme conflict
  1. Test with a default Shopify theme (Dawn)
  2. If button appears, your theme may have conflicts
  3. Contact support with your theme name
  4. We’ll provide theme-specific guidance
Most themes work fine, but custom themes may need adjustments.
95% of “button not appearing” issues are solved by checking app embed status.

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Upload Problems

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Issue: Can’t upload photos or camera doesn’t work

On mobile devices:
  1. Check browser/app permissions
  2. iOS: Settings → Safari → Camera → Allow
  3. Android: Settings → Apps → Browser → Permissions → Camera → Allow
  4. Reload the page and try again
Alternative: Use “Upload from library” instead of camera
Possible causes:
  • Large file size (> 5MB): Compress photo before uploading
  • Slow internet: Wait longer or try on better connection
  • Browser issue: Try different browser
  • Image format: Use JPG or PNG (not HEIC, WebP, etc.)
Solution: Resize image to < 2MB and retry.
Supported formats: JPG, JPEG, PNGNot supported: HEIC, WebP, GIF, BMPSolution:
  1. Convert photo to JPG/PNG
  2. On iPhone: Settings → Camera → Formats → Most Compatible
  3. Use online converters (e.g., convertio.co)
Possible causes:
  • JavaScript error on page
  • Ad blocker interference
  • Browser extension conflict
Solution:
  1. Disable ad blockers and extensions
  2. Check browser console for errors (F12)
  3. Try incognito/private mode
  4. Contact support with error details

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Poor Try-On Results

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Issue: Virtual try-on looks inaccurate or unrealistic

Possible causes:
  • Need multiple product angles for better accuracy
  • Selfie doesn’t show enough body
  • Very revealing product (protection against misuse)
Solution:
  1. Add multiple product images (max 4) showing different angles and details
  2. Use a full body shot with only one person in the photo
  3. Review image requirements guide
Possible causes:
  • Screen color calibration differences
  • Lighting in selfie affects color perception
  • Product image has poor color accuracy
Solution:
  1. Use selfie taken in neutral lighting (not yellow/blue tinted)
  2. Verify product image colors are accurate
  3. Consider this a visualization tool, not exact color match
Possible causes:
  • Selfie doesn’t show enough body
  • Need multiple product angles for context
  • Very revealing product (may fail to generate)
Solution:
  1. Use a full body shot showing more of the body
  2. Add multiple product images (max 4) with different angles
  3. Disable try-on for very revealing products if needed
Possible causes:
  • Very low resolution photos (selfie or product)
  • Complex garment details
  • Heavy compression
Solution:
  1. Use higher resolution photos (min 800px)
  2. Avoid zoomed/cropped selfies
  3. Ensure product images are high quality
If try-on results consistently look poor for a specific product, that product may not be suitable for virtual try-on. Consider disabling it.

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Mobile Issues

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Issue: Problems specific to mobile devices

Solution:The button is automatically optimized for mobile tap targets. If you’re experiencing issues, it may be a theme conflict. Contact [email protected] for assistance.
Solution:
  1. Test on WiFi vs cellular (network issue?)
  2. Check if other site elements are slow too
  3. Optimize product images (compress large images)
  4. Review performance troubleshooting

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Integration Issues

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Issue: Conflicts with theme or other apps

Solution:
  1. Check theme CSS for conflicts
  2. Add custom CSS to fix styling
  3. Use theme editor to adjust settings
  4. See custom styling guide
Solution:
  1. Ensure Looksy is added to quick view template
  2. Test without quick view to isolate issue
  3. Contact support with theme details
Solution:
  1. Verify app embed is enabled in theme settings
  2. Clear mobile browser cache
  3. Test on actual device (not just browser resize)
  4. Contact support if issue persists - app embed works automatically on mobile
Possible app conflicts:
  • Page builders (PageFly, Shogun)
  • Wishlist apps
  • Quick view apps
  • Custom product page apps
Solution:
  1. Disable other apps temporarily to test
  2. If conflict identified, contact both app supports
  3. Most conflicts can be resolved with CSS adjustments

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Error Messages

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Common Error Messages and Solutions

Meaning: AI couldn’t find a face in the uploaded photoSolution:
  1. Ensure selfie shows your face clearly
  2. Face the camera directly (not profile)
  3. Remove sunglasses or hats
  4. Use better lighting
  5. Don’t crop face out of frame
Meaning: File size exceeds 5MBSolution:
  1. Compress image before uploading
  2. Use online tools (TinyPNG, Compressor.io)
  3. On iPhone: Settings → Camera → High Efficiency
Meaning: Connection or server issueSolution:
  1. Check internet connection
  2. Retry upload
  3. Try different photo
  4. Clear browser cache
  5. Contact support if persistent
Meaning: This product doesn’t have try-on enabledSolution:
  1. Go to Looksy dashboard
  2. Enable product or collection
  3. Save and refresh product page
Meaning: Server took too long to renderSolution:
  1. Check internet connection
  2. Retry (servers may have been busy)
  3. Try during off-peak hours
  4. Contact support if happens repeatedly

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Analytics Not Showing

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Issue: Dashboard shows no data or incorrect data

Possible causes:
  • Recently installed (wait 24 hours for data)
  • No customers have used try-on yet
  • Analytics not properly initialized
Solution:
  1. Wait 24 hours after first try-on
  2. Test try-on yourself to generate data
  3. Check date range filter in dashboard
  4. Contact support if no data after 48 hours
Solution:
  1. Verify date range selected
  2. Check if products were recently enabled (only counts from then)
  3. Compare with Shopify analytics
  4. Contact support with specific discrepancies

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Performance Issues

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Issue: Slow loading or rendering

See the dedicated Performance Troubleshooting Guide for detailed solutions. Quick checks:
  • Test internet speed
  • Check product image sizes (compress if > 1MB)
  • Review total apps installed (> 20 can slow store)
  • Use Google PageSpeed Insights to identify bottlenecks

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Browser-Specific Issues

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Issue: Works in one browser but not another

Common Safari problems:
  • Camera permission handling
  • Modal display issues
  • Older Safari versions (< 13)
Solution:
  1. Update Safari to latest version
  2. Check camera permissions
  3. Try Chrome for comparison
  4. Contact support if Safari-specific
Looksy doesn’t support IEModern browsers only:
  • Chrome, Firefox, Safari, Edge
Solution: Use a modern browser
Supported mobile browsers:
  • Safari (iOS)
  • Chrome (Android, iOS)
  • Samsung Internet
  • Firefox
Solution:
  1. Update browser to latest version
  2. Switch to Chrome if using unsupported browser

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Uninstalling and Reinstalling

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Issue: Nothing else works, need to start fresh

Steps:
  1. Uninstall Looksy:
    • Go to Apps in Shopify admin
    • Find Looksy
    • Click “Delete”
  2. Clear cache:
    • Clear browser cache
    • Wait 5 minutes
  3. Reinstall:
    • Visit Shopify App Store
    • Search for Looksy
    • Click “Add app”
  4. Reconfigure:
    • Enable products
    • Turn on app embed
    • Test
Uninstalling removes all settings and analytics data. Only do this as a last resort.

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Getting Help from Support

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When to Contact Support

Contact [email protected] when:
  • Solutions above don’t fix the issue
  • You’re seeing consistent errors
  • Integration issues with your specific theme
  • Questions about advanced customization

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What to Include

Help us help you faster by including:
  1. Issue description: What’s happening vs. what should happen
  2. Product URL: Link to a product with the issue
  3. Screenshots: Show the problem visually
  4. Browser/device: What browser and device you’re using
  5. Error messages: Any error text or console errors (F12)
  6. Steps to reproduce: How to trigger the issue
Response time: Typically within 24 hours

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Diagnostic Checklist

Before contacting support, verify:
  • App embed is enabled in theme settings
  • Product is enabled in Looksy dashboard
  • Browser is up to date
  • Tested in incognito/private mode
  • Cleared browser cache
  • Tested on different device/browser
  • Product images meet quality standards
  • No conflicting apps or theme customizations
Following this checklist resolves 80% of issues without needing support.

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Next Steps

Image Quality Issues

Fix inaccurate or poor-quality try-on results

Performance Troubleshooting

Resolve slow loading or rendering issues

Theme Integration

Complete integration guide for your theme

Contact Support

Get personalized help from our team