Product not found or size links disappeared

Produto não encontrado. (Product not found.) means Provei didn’t find an active product in your catalog with the link of the page the shopper opened. The same cause makes the button or the sizing links disappear on only some products.

Check in this order

1. Search for the product in the catalog.

   In Produtos › Catálogo (Products › Catalog), search by name or by part of the link. If it isn’t there, add it. See Add products by link.

2. Check that it’s active.

   The No provador (In the try-on) column must show the product as active. If activating it shows Limite de produtos ativos atingido! (Active product limit reached!), deactivate another product or talk to Provei about your plan. See Activate and deactivate products.

3. Compare the saved link with the page.

   Open the product and compare the Link do produto na loja (Product link in the store) with the page URL copied from the browser’s address bar. If the store changed the product’s URL, for example after renaming it, paste the new URL and click Salvar (Save).

4. Check the product line.

   In stores with more than one line, the Tipo de produto (Product type) filter shows each product’s line (Roupas, Móveis, Pisos, Revestimentos, Óculos: clothing, furniture, flooring, wall coverings, eyewear). A product registered under the wrong line doesn’t open in the right try-on. If that’s the case, contact support.

5. Look for duplicate links.

   Search for the page’s link. If the same link is saved on more than one product, keep only one and delete the others.

6. If the window shows an unavailability message.

   The most common causes are: a store address that hasn’t been registered yet, an account with no credits or plan, a product outside the catalog, or a service under maintenance. Check Início (Home) and Instalação (Installation) in the dashboard, or contact support. See Store address not enabled.

Tip

To check a product without going to the store, open it in the catalog and click Testar no provador (Test in the try-on).

Size links don’t show on a product

The Guia de medidas (Size guide), Descubra seu tamanho (Find your size) and Comparar tamanhos (Compare sizes) links depend on the product’s size chart. If they show on other products but not on this one:

1. Go through steps 1 to 3 above. The product must be active and have the right link.

2. Link a size chart and select the sizes. In the product’s Tamanhos e medidas (Sizes and measurements) card, choose the Tabela de medidas (Size chart) and select the Tamanhos aplicáveis (Applicable sizes). In the catalog, the Sem tabela de medidas (No size chart) card shows how many active products have no chart. See Link size charts to products.

3. Check that the link is on and published. In Experiência na loja › Elementos › Medidas e tamanho (In-store experience › Elements › Measurements and size), turn on Mostrar (Show) for the link and click Publicar alterações (Publish changes). See Measurements and size in the store.

4. For Descubra seu tamanho, check the measurement basis. If the Tamanhos e medidas card warns Descubra seu Tamanho exige uma tabela classificada como medidas do corpo ou medidas da peça (Find your size requires a chart classified as body measurements or garment measurements), the chart is set to Somente exibição (Display only). Open the chart, change the Base das medidas (Measurement basis) and save.

5. Fill in the key measurements. If the warning is Os tamanhos selecionados não têm medidas comparáveis em comum para este produto (The selected sizes have no comparable measurements in common for this product), some selected size is missing measurements that matter for that type of garment. Complete the chart. See Create size charts.

6. Check the product name. Provei identifies the garment type from the name, such as calça (pants), saia (skirt), vestido (dress) or camiseta (T-shirt). Without a garment type in the name, the product is treated as a top, like a blouse. Pants without the word “calça” in the name may get no recommendation. Include the garment type in the product name.

Messages the shopper may see

• Não há tamanho comparável para este perfil. (There’s no comparable size for this profile.): the chart has no measurements that can be compared with the shopper’s. Complete the chart.
• Nenhum tamanho está disponível nesta seleção. (No size is available in this selection.): the sizes are sold out on the store page.
• Mais próximo pela tabela (Closest by the chart) or Mais próximo disponível (Closest available): no size fell within range for every body area. This isn’t an error: the shopper sees the closest size and the fit alerts.

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 the product page in the store;
• the product name as it appears in the catalog;
• a screenshot of the message or of the page without the button.

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

Frequently asked questions

I changed the product page URL in my store. Do I need to change it in Provei?

Yes. Provei recognizes the product by its link. Open the product in Produtos › Catálogo (Products › Catalog), update the Link do produto na loja (Product link in the store) and save.

The product is active, but the try-on says Produto não encontrado (Product not found). Why?

The saved link is different from the URL of the page that was opened, or the product is registered under another product line. Check the Link do produto na loja.

See also

• Manage your product catalog
• Turn products on and off in the try-on
• Link size charts to products
• Size recommendation with Descubra seu tamanho