Published changes not showing in the store

Everything you change in Experiência na loja (In-store experience) goes to the preview first. The store only gets the changes after Publicar alterações (Publish changes), and they show up the next time the product page loads. If the store looks the same, the change wasn’t published, a part of it failed, or another setting is overriding it.

Check in this order

1. Look at the bar at the bottom of the editor.

   If it shows 1 alteração não publicada (1 unpublished change) or N alterações não publicadas (N unpublished changes), click Publicar alterações. When it’s done, the bar shows Tudo publicado (Everything published) with the time.

2. Look for a notice about a part that wasn’t published.

   The editor publishes each part separately. If you see 1 parte não foi publicada (1 part wasn’t published), click Corrigir em … (Fix in …), fix the field and publish again. The most common notices:

   • Escolha onde o botão aparece na página antes de publicar. (Choose where the button appears on the page before publishing.): mark the button’s spot. See The button shows in the wrong place.
   • Envie a imagem da marca d’água antes de ativar. (Upload the watermark image before turning it on.): upload the image or turn off the watermark.
   • Peça pelo menos e-mail ou telefone. (Ask for at least email or phone.): turn on Pedir e-mail (Ask for email) or Pedir telefone (Ask for phone) in the access rules.
   • Informe o WhatsApp da loja, como (11) 99999-9999. (Enter the store’s WhatsApp number, like (11) 99999-9999.): complete the number.
   • Informe o link de login da loja. (Enter the store’s login link.) or Informe um link válido. (Enter a valid link.): paste the full address of the store’s login page.
   • Não conseguimos publicar esta parte. Tente de novo. (We couldn’t publish this part. Try again.): publish again in a moment.

3. Reload the product page.

   Changes apply from the next page load. Open the page in a private window. If the store uses a cache, wait a few minutes and reload.

4. Check whether the element has its own value.

   A global setting in Estilo (Style) doesn’t change an element that has its own value. Inside that element, the setting shows Personalizado aqui · voltar ao global (Customized here · back to global). Click that label so the element follows the global setting, and publish.

5. Check the button style.

   In the Padrão (Default) style, the button doesn’t follow the global settings. Click Personalizar o botão (Customize the button) and publish. See Store style.

6. Check whether your plan includes the setting.

   Settings with a lock depend on the plan. When you apply a kit, the ones your plan doesn’t include appear in the O que não mudou (What didn’t change) list and stay as they were.

7. Satisfaction survey.

   The CSAT survey doesn’t use the publish bar. Click Salvar pesquisa CSAT (Save CSAT survey). See Result rating.

The invitation pop-up doesn’t show

Check, in this order:

• Mostrar convite (Show invitation) is on in Experiência na loja › Elementos › Convite (pop-up) (In-store experience › Elements › Invitation (pop-up)).
• Mostrar o botão na loja (Show the button in the store) is on in Botão na página (Button on the page). Without the button, the invitation doesn’t show either.
• The try-on window isn’t using the Dentro da página (Inside the page) format.
• The page belongs to an active product in the catalog.
• No celular (On mobile) isn’t set to Esconder no celular (Hide on mobile), if you’re testing on a phone.
• With Uma vez por visita (Once per visit) or Uma vez por dia (Once per day), people who already saw it don’t see it again. Test in a private window and wait for the Aparece depois de (seg.) (Appears after (sec.)) time.
• The account has credits. Without credits, the try-on and the invitation are removed from the store. See Out of credits.

See every setting in Invitation pop-up.

The button shows in the wrong place

• 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), load a product page and mark the spot.
• For Sobre a foto do produto (Over the product photo), mark the area around the photo. If you see “Sobre a foto, use o contêiner da imagem, não a tag <img>.” (Over the photo, use the image container, not the <img> tag.), click Escolher de novo (Choose again).
• If the store’s theme changed, mark the spot again on a current page and publish.

See Button on the product page.

The image won’t upload

The logo and watermark accept PNG or WebP, ideally with a transparent background:

• Use uma imagem PNG ou WebP. (Use a PNG or WebP image.): convert the image and upload it again.
• A imagem pode ter até 5 MB. (The image can be up to 5 MB.): make the file smaller.

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 link to a product page in the store;
• what you changed and when you published it;
• a screenshot of the editor showing the bottom bar, and a screenshot of the store page.

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

Frequently asked questions

The preview shows a different font from my store. Is that a bug?

No. The preview is approximate, and your store's theme can change fonts and spacing. Check the result on a real product page after publishing.

I applied a kit and the store didn't change. Why?

The kit only changes the preview. The store gets the new style when you click Publicar alterações (Publish changes).

See also

• In-store experience editor
• Store style, kits and global settings
• Pop-up invite to try on
• Button on the product page