Store address not yet enabled by Provei

Provei only opens the try-on on the store addresses it has enabled for your account. On an address that hasn’t been enabled, the button may not show, or the try-on window shows an unavailability message. The test on the Instalação (Installation) screen also reminds you: O endereço da loja ainda não foi liberado pela Provei. Fale com a gente. (The store address hasn’t been enabled by Provei yet. Talk to us.)

This usually happens when the store opens with and without www, has more than one domain, or has changed domains.

Check in this order

1. Find the address shoppers use.

   Open a product page in your store and copy the address from the browser’s address bar, for example https://www.minhaloja.com.br/produto.

2. Test the same address with and without www.

   Swap www.minhaloja.com.br for minhaloja.com.br (or the other way around). If the store opens on both without the address bar changing, write down both.

3. List your other domains.

   Write down any other addresses the store opens on: a second domain, a new domain after a change, or an address for another country.

4. Ask support to enable them.

   Send the list from the account owner’s email to suporte@provei.ai. Requests to enable an address must come from the account owner. Once the address is enabled, open the product page in a private window and check the button.

Note

Provei enables addresses on its side. There’s no screen in the dashboard for this.

The message continues after the address is enabled

If the address is already enabled and the window still shows an unavailability message, the other common causes are: an account with no credits or plan, a product outside the catalog, or a service under maintenance. Check Início (Home) and Instalação in the dashboard. If the Instalação screen doesn’t offer this try-on, or shows Nada para instalar ainda (Nothing to install yet), it isn’t active on your account yet: contact support.

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:

• every address the store opens on, with and without www;
• the link to a product page where the problem happens;
• a screenshot of the page or the message.

Don’t send your password or API keys. Support doesn’t need them.

Frequently asked questions

My store opens with and without www. Do I need to ask for both?

Yes. If your store opens on more than one address (with and without www, or on another domain), send all of them to support.

I changed my store's domain. Do I need to tell Provei?

Yes. Tell support before or right after the change so the new address can be enabled.

Who can ask for an address to be enabled?

The account owner. Send the request from the account owner's email to suporte@provei.ai.

See also

• Virtual try-on not showing in your store
• Install the virtual try-on in your store
• The try-on stopped working in the store