Photo rejected or image limit reached
When the shopper’s photo can’t be used, the try-on window shows the reason and lets them pick another photo. The most common reasons are the file format, the file size, and a photo that doesn’t show the person or the room clearly. If the shopper has already done many try-ons, they may have hit the limit set for your store.
Check in this order
Section titled “Check in this order”-
File format.
The try-on accepts JPG, PNG, WebP and HEIC. Anything else shows Formato não suportado. Use JPG, PNG, WebP ou HEIC. (Unsupported format. Use JPG, PNG, WebP or HEIC.) In Comparar tamanhos (Compare sizes), the message is Escolha uma imagem JPG, PNG, WebP ou HEIC. (Choose a JPG, PNG, WebP or HEIC image.) Ask the shopper to save the photo in one of these formats or take a new one.
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File size.
The limit is 10 MB. Above that, the shopper sees Imagem muito grande. Máximo 10MB. (Image too large. 10MB maximum.) or, in Comparar tamanhos, A imagem deve ter no máximo 10 MB. (The image must be 10 MB or less.) A photo taken on the spot with the camera, using Tirar Foto (Take photo), is usually within the limit.
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A usable photo.
If the shopper sees Não conseguimos processar essa imagem. Tente outra foto. (We couldn’t process this image. Try another photo.), the photo may be dark, blurry or cropped. Follow the tips the window shows:
- Clothing: Use uma foto só sua, sem ninguém ao redor (Use a photo of just you, with no one around), with good lighting.
- Eyewear: Olhe de frente, sem óculos, com o rosto bem iluminado (Face the camera, without glasses, with your face well lit).
- Furniture, walls and flooring: a photo of the room, with the area that will change clearly visible.
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Try-on limit per shopper.
If the shopper sees Você atingiu o limite de imagens (You’ve reached the image limit), they’ve used all the try-ons allowed for the period. The window shows Você poderá gerar novas imagens em (You can generate new images in) and the time left. To change the limit, open Experiência na loja › Regras (In-store experience › Rules) and scroll to Limites (Limits). See Limit try-ons per shopper.
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Too many attempts in a row.
In Comparar tamanhos, Muitas tentativas em pouco tempo. Aguarde e tente novamente. (Too many attempts in a short time. Wait and try again.) asks for a short pause. After that, the shopper can try again.
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Connection error.
Ocorreu um erro de conexão, tente novamente (A connection error occurred, try again) is usually the shopper’s internet connection. They can tap Tentar novamente (Try again). If it happens to several shoppers at the same time, 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). Send:
- the product page link;
- a screenshot of the message the shopper saw;
- the type of device and browser, if you know it (for example, iPhone with Safari).
Don’t send the shopper’s photo without their permission, and don’t send your password or API keys.
Frequently asked questions
Do iPhone photos work?
Yes. The try-on accepts HEIC, the default iPhone photo format, as well as JPG, PNG and WebP.
Can I raise the number of try-ons per shopper?
Yes. In Experiência na loja › Regras › Limites (In-store experience › Rules › Limits), change Número de provas (Number of try-ons) or Período do limite (Limit period) and publish.