Out of credits: try-on generates no images
When credits run out, the try-on stops generating new try-ons and may become unavailable in the store. The dashboard warns you with Seus créditos acabaram: o provador não gera novas provas até você recarregar. (You’re out of credits: the try-on won’t generate new try-ons until you top up.) The same can happen when the account has no active plan.
What uses credits
Section titled “What uses credits”Try-ons in the virtual try-on, the eyewear try-on and the room try-on, the photo preview in Comparar tamanhos (Compare sizes), and Studio images use credits. In Studio, with no balance, the screen warns A configuração está completa, mas o saldo é insuficiente. (Setup is complete, but the balance is too low.) See the full list in How credits work.
Check in this order
Section titled “Check in this order”-
Look at the Créditos card on the Início screen.
The Créditos (Credits) card on the Início (Home) screen shows the balance and roughly how many days it should last. Only the account owner sees this card.
-
Open Conta › Plano e créditos.
In Conta › Plano e créditos (Account › Plan and credits):
- Esgotados (Used up) under Seus créditos devem durar cerca de (Your credits should last about): the balance has run out.
- Sem plano ativo (No active plan) under Plano atual (Current plan): the account has no plan, and the try-on doesn’t show even with a balance.
-
Ask for a top-up or a plan change.
Click Falar com a Provei (Talk to Provei). The conversation opens in WhatsApp. Say whether you want more credits or a different plan.
-
Check the store after the top-up.
Reload a product page. If the button still doesn’t show, wait a few minutes and reload again. If it still doesn’t appear, see The button doesn’t show.
Comparison not completed
Section titled “Comparison not completed”If a size comparison with a photo doesn’t finish, its credits are returned. The shopper can try again later.
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:
- your store link;
- a screenshot of the Créditos card or the Plano e créditos screen;
- the link to a product where the button doesn’t show.
Don’t send your password or API keys. Support doesn’t need them.
Frequently asked questions
I'm on the team and can't see the credits. How do I check?
Only the account owner sees the Créditos (Credits) card and the Plano e créditos (Plan and credits) screen. Ask the owner to check the balance.