Provei troubleshooting
Each page in this section starts from a symptom: what you see in the store or in the dashboard, or the message that appeared. Find your case in the table and go through the checks in order, from the quickest to the slowest.
What’s happening
Section titled “What’s happening”| What’s happening | Where to fix it |
|---|---|
| The try-on button doesn’t show on the product page. | Button not showing |
| The try-on used to work and stopped, or it doesn’t open in the store. | The try-on stopped working |
| The test on the Instalação (Installation) screen shows Não encontramos o código nesta página. (We couldn’t find the code on this page.) or Não foi possível testar agora. (We couldn’t run the test right now.) | Code not found |
| You see O endereço da loja ainda não foi liberado pela Provei (The store address hasn’t been enabled by Provei yet), or the try-on window shows an unavailability message. | Store address not enabled |
| The dashboard shows Seus créditos acabaram (You’re out of credits) or Esgotados (Used up). | Out of credits |
| The try-on shows Produto não encontrado. (Product not found.), or the size links disappear on a product. | Product not found |
| The shopper’s photo isn’t accepted, or Você atingiu o limite de imagens (You’ve reached the image limit) appears. | Photo rejected |
| The cart button is grayed out or the product doesn’t go into the cart. | Cart not adding |
| You published in Experiência na loja (In-store experience), but the store looks the same, or the invitation pop-up doesn’t show. | Changes not showing |
| The product or size chart import failed. | Import failed |
| Resultados (Results) is empty, shows Indisponível agora (Unavailable right now), revenue doesn’t show, or the CSV doesn’t match the screen. | Results with no data |
| Contacts don’t reach the CRM. | Results with no data › CRM |
| You can’t sign in to the dashboard, or you don’t see Plano e créditos (Plan and credits) and Equipe (Team) in the menu. | Access problems |
| Deleting a customer’s data shows Apagando os dados de … (Deleting the data of …). | Delete a customer’s data |
Checks that solve most cases
Section titled “Checks that solve most cases”Before opening a guide, check the Início (Home) screen:
- Saúde da loja (Store health): inactive products, a try-on with no recent opens, and products without a size chart. See Store health.
- Créditos (Credits): with no credits or no active plan, the try-on may become unavailable in the store. Only the account owner sees this card.
- Notices such as Seu plano ainda não foi configurado (Your plan hasn’t been set up yet) or O provador ainda não está ativo na sua loja (The try-on isn’t active in your store yet): in these cases, contact support.
Still not solved?
Section titled “Still not solved?”Contact support by email at suporte@provei.ai, on WhatsApp at +55 11 5296-0168 or, in the dashboard, under Conta › Ajuda › Abrir conversa (Account › Help › Start a conversation). To speed things up, send:
- your store link;
- the link to a product page where the problem happens;
- a screenshot of the screen or of the message that appeared.
Don’t send your password or API keys. Support doesn’t need them.
Frequently asked questions
Where do I start when something stops working in the store?
Open the Início (Home) screen in the dashboard and look at the Saúde da loja (Store health) list and the Créditos (Credits) card. They show the most common problems, such as inactive products, a try-on with no opens and credits running out.
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.