Virtual try-on not showing in your store
When the try-on button doesn’t show on the product page, either Provei didn’t recognize that product, the account is out of credits, the code isn’t in the theme, or the button is turned off. Go through the checks below in order: the first ones take seconds.
Check in this order
Section titled “Check in this order”-
Reload the product page in a private window.
If you just published the theme or a change, wait a few minutes: the store may be showing a cached version. A private window also rules out extensions that block scripts.
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Check that the product is in the catalog and active.
In Produtos › Catálogo (Products › Catalog), search for the product by name or by link. The button only shows on active products. Open the product and check that the Link do produto na loja (Product link in the store) is the same as the page URL. See Product not found.
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Check credits and plan.
Look at the Créditos (Credits) card on the dashboard’s Início (Home) screen (only the account owner sees it). If the account is out of credits or has no active plan, the try-on may become unavailable in the store. See Out of credits.
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Test the install.
In Instalação (Installation), click Já instalei (I’ve already installed it), paste the product link and click Testar (Test).
- Tudo certo: o código está nesta página. (All set: the code is on this page.): go to the next step.
- Não encontramos o código nesta página. (We couldn’t find the code on this page.): see Code not found.
Changed the theme or updated the store layout? The code may have been removed with it. Paste it again and test.
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Check that the button is turned on.
In Experiência na loja › Elementos › Botão na página (In-store experience › Elements › Button on the page), check that Mostrar o botão na loja (Show the button in the store) is on. If the editor shows Falta escolher o lugar na página (You still need to choose the spot on the page), click Escolher na minha página (Choose on my page) and mark the spot. Then click Publicar alterações (Publish changes). See Button on the product page.
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Check that the store address is enabled.
Provei enables each store address individually. If your store opens on more than one address (with and without
www, or on another domain), send all of them to support. See Store address not enabled. -
Check that the try-on is active on the account.
If the Início screen shows O provador ainda não está ativo na sua loja (The try-on isn’t active in your store yet), or the Instalação screen shows Nada para instalar ainda (Nothing to install yet), the try-on hasn’t been turned on yet. Contact support.
The sizing links don’t show
Section titled “The sizing links don’t show”The Guia de medidas (Size guide) and Descubra seu tamanho (Find your size) links depend on the code being on the page, the product being active, and a linked size chart. If they don’t show on a product, see Size links don’t show on a product.
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). Send:
- your store link;
- the link to a product page where the button doesn’t show;
- a screenshot of the page and, if you have one, of the test result on the Instalação screen.
Don’t send your password or API keys. Support doesn’t need them.
Frequently asked questions
The install test said Tudo certo (All set), 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, on Provei having enabled the store address, and on the account status, such as credits and plan. Follow the checks on this page.
The button shows on some products but not on others. What do I do?
Check the products without a button in Produtos › Catálogo (Products › Catalog). They must be active, and their Link do produto na loja (Product link in the store) must match the page URL.
The size guide shows, but the try-on button doesn't. Why?
The try-on button and the sizing links are set up separately. Check that Mostrar o botão na loja (Show the button in the store) is on in Experiência na loja › Elementos › Botão na página (In-store experience › Elements › Button on the page), that the product is active in Produtos › Catálogo, and the Créditos (Credits) card on the Início (Home) screen. Then follow the checks on this page.