Frequently asked questions about Provei
Short answers to the most common questions from merchants and their teams, each with a link to the full guide. If your question isn’t here, write to suporte@provei.ai or message us on WhatsApp at +55 11 5296-0168.
Getting started
Section titled “Getting started”What is Provei?
Section titled “What is Provei?”Provei adds a virtual try-on and sizing tools to your store’s product pages. Shoppers see the product on themselves or in their own room, find the right size and add to cart without leaving the page. See What is Provei.
How do I create a Provei account?
Section titled “How do I create a Provei account?”Accounts are created by invitation. The store owner gets access from Provei, and the people who work with them are invited in Conta › Equipe (Account › Team). See Access the dashboard.
Do I have to subscribe to every Provei product?
Section titled “Do I have to subscribe to every Provei product?”No. Each store has the products turned on for its plan, and the dashboard menu only shows what’s active on your account. To turn on another product, contact support. See What is Provei.
Does Provei support need my password?
Section titled “Does Provei support need my password?”No. Never send your password or API keys. Send the store link, the product link and a screenshot of the screen. See Troubleshooting.
Installation
Section titled “Installation”Do I need a developer to install it?
Section titled “Do I need a developer to install it?”No. Just copy the code from the dashboard and paste it into the store theme, at the end of the layout used by every page. If someone else maintains the theme, use the Enviar instruções para quem cuida da loja (Send instructions to whoever maintains the store) button. See Install Provei in your store.
Does Provei work on my platform?
Section titled “Does Provei work on my platform?”The code works on any website. The install wizard has steps for Shopify, Nuvemshop, VTEX and Tray, plus an option for other platforms. See Install on other platforms.
Do I need to paste the code on every product page?
Section titled “Do I need to paste the code on every product page?”No. Paste it once, in the layout used by every page. The button shows up on its own on the pages of products that are in your catalog. See Install Provei in your store.
The install test passed, but the button doesn’t show. Why?
Section titled “The install test passed, but the button doesn’t show. Why?”The test only checks that the code is on the page. The button also depends on the product being active in the catalog, the account having credits, and Provei having enabled the store address. See The button doesn’t show.
Does the install code need an API key?
Section titled “Does the install code need an API key?”No. The try-on install code carries no API key. The key is only for your store’s systems that call Provei from a server. See Best practices for keys.
Try-on
Section titled “Try-on”Does each try-on use credits?
Section titled “Does each try-on use credits?”Yes. Each image generated in the try-on uses credits from your account. Opening the try-on without generating a try-on doesn’t use credits. See How credits work.
Do shoppers need to sign up to use the try-on?
Section titled “Do shoppers need to sign up to use the try-on?”It depends on the rules you chose in Experiência na loja › Regras (In-store experience › Rules). With the Prova direto (Try on right away) option, shoppers try on without signing up. With the other options, they leave their contact details or sign in with their store account before uploading the photo. See Access rules and contacts.
Does the try-on result guarantee the clothes will fit?
Section titled “Does the try-on result guarantee the clothes will fit?”No. The result is a visual preview of how the product looks on the shopper or in the room. To recommend a size, use Provei’s sizing tools. See How the try-on works.
Can I open the try-on from a button in my store?
Section titled “Can I open the try-on from a button in my store?”Yes. Turn off Mostrar o botão na loja (Show the button in the store) in Experiência na loja › Elementos › Botão na página (In-store experience › Elements › Button on the page) and point to the store’s button under Para desenvolvedores (For developers), in the Janela do provador (Try-on window) tab. See Button on the page and Install modes.
I published changes in Experiência na loja, but the store looks the same. What do I do?
Section titled “I published changes in Experiência na loja, but the store looks the same. What do I do?”Check that you clicked Publicar alterações (Publish changes), because the preview doesn’t change the store on its own. Then reload the product page in the store. See In-store experience.
Sizing
Section titled “Sizing”Do I need a size chart for each product?
Section titled “Do I need a size chart for each product?”No. One chart can serve many products. Link the same chart to every product with the same size range. See Link size charts to products.
Does Descubra seu tamanho use credits?
Section titled “Does Descubra seu tamanho use credits?”No. Descubra seu tamanho (Find your size) calculates the recommendation from the shopper’s measurements and your chart, without generating images. See Find your size.
Do shoppers need to know their own measurements?
Section titled “Do shoppers need to know their own measurements?”No. They can enter just height, weight and age. Those who know their measurements can enter bust or chest, waist and hips. See Find your size.
Why doesn’t the size link show on a product?
Section titled “Why doesn’t the size link show on a product?”Check that the product is active and has a linked chart with sizes selected, and that the link is turned on in Experiência na loja. For Descubra seu tamanho, the chart also can’t be set to Somente exibição (Display only). See Measurements and sizes.
Credits and plan
Section titled “Credits and plan”What happens when credits run out?
Section titled “What happens when credits run out?”The try-on stops generating new try-ons until you top up, and it may become unavailable in the store. Check the balance on the Créditos (Credits) card, on the Início (Home) screen. See How credits work.
How do I buy more credits or change plans?
Section titled “How do I buy more credits or change plans?”Plan changes and top-ups are handled with Provei. In Conta › Plano e créditos (Account › Plan and credits), click Falar com a Provei (Talk to Provei). See Plan and credits.
Why don’t I see Plano e créditos in the menu?
Section titled “Why don’t I see Plano e créditos in the menu?”Only the account owner sees that screen. People invited to the team don’t have access to the plan or the credits. See Invite and manage your team.
Does Video Commerce use credits?
Section titled “Does Video Commerce use credits?”No. Video Commerce is a separate product and doesn’t use credits. See Video Commerce.
Privacy
Section titled “Privacy”Are shoppers’ photos stored?
Section titled “Are shoppers’ photos stored?”The photo a shopper uploads is kept for a short period for a quality check and then deleted. It doesn’t appear in the dashboard. The generated images stay in the store’s account, in Resultados › Imagens das provas (Results › Try-on images), until they’re deleted; there is currently no automatic expiration. See Shopper photos.
Can I send offers to every shopper who left their contact details?
Section titled “Can I send offers to every shopper who left their contact details?”Only to those who checked the consent box. In the customer’s profile in Clientes (Customers), those who agreed show Autorizou receber contato de marketing (Agreed to receive marketing contact). See LGPD in your store.
How do I delete the data of a customer who asked for it?
Section titled “How do I delete the data of a customer who asked for it?”In Clientes, open the person’s profile, tap Apagar dados (Delete data) and type EXCLUIR to confirm. The option is available for identified customers and can’t be undone. See Delete a customer’s data.
What do I do if an API key leaks?
Section titled “What do I do if an API key leaks?”Create a new key, swap it into your systems, and revoke the leaked key in Conta › Desenvolvedor (Account › Developer). Systems that use the revoked key stop working immediately. See Create and revoke API keys.
Results
Section titled “Results”Why is Pessoas que provaram lower than Provas virtuais?
Section titled “Why is Pessoas que provaram lower than Provas virtuais?”Provas virtuais (Virtual try-ons) counts every try-on. Pessoas que provaram (People who tried on) counts each person once, even if they try on several times. See Understand the metrics.
Does an add to cart through my store’s own button count?
Section titled “Does an add to cart through my store’s own button count?”It counts when the shopper used the try-on or got a recommendation from Descubra seu tamanho and then clicked the store’s own buy button on the page of the same product. See Understand the metrics.
Why does revenue take a while to show up?
Section titled “Why does revenue take a while to show up?”The numbers come from the store’s Google Analytics, which takes 1 to 2 days to process purchases. See Revenue from shoppers who used the try-on.
Can I download the try-on data?
Section titled “Can I download the try-on data?”Yes. There are CSV exports in Resultados (Results), in Clientes and on the Satisfação (Satisfaction) page. The files open in any spreadsheet app. See Export data to CSV.