The try-on stopped working in the store
When the try-on was working and suddenly stopped, or its window shows an unavailability message, the cause is usually a recent change: the account status (credits or plan), the store theme, the domain or the product. Go through the checks in order.
Check in this order
Section titled “Check in this order”-
Does the account have credits and an active plan?
Check 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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Does the window show 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 and Instalação (Installation) in the dashboard, or contact support. For addresses, see Store address not enabled.
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Did the store theme change?
Theme changes and layout updates often remove the code. On the Instalação screen, the notice Não vemos o provador na sua loja há N dias (We haven’t seen the try-on in your store for N days) confirms this. Copy the code again, paste it into the theme and test. See Test the installation.
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Did the store domain change?
A new address has to be enabled by Provei. See Store address not enabled.
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Did the product change?
If the problem happens only on some products, they may have been deactivated or changed their URL in the store. See Product not found.
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Did someone change Experiência na loja?
Check that Mostrar o botão na loja (Show the button in the store) is still on in Experiência na loja › Elementos › Botão na página (In-store experience › Elements › Button on the page). If only some shoppers complain, they may have reached the try-on limit: see Photo rejected or image limit reached.
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 link to your store and to a product where the try-on stopped;
- when it stopped and what changed around that date (theme, domain, plan, team);
- a screenshot of the message the shopper sees.
Don’t send your password or API keys. Support doesn’t need them.
Frequently asked questions
The try-on won't open in the store. Where do I start?
On the Início (Home) screen, check the Créditos (Credits) card and the Saúde da loja (Store health) list. On the Instalação (Installation) screen, read the notice at the top. Then follow the checks on this page.
The try-on window shows an unavailability message. What do I do?
Check that Provei has enabled the store address, that the account has credits and an active plan, and that the product is active in the catalog. If everything is in order, contact support.