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Start with the affected product page, then compare it with one known-good Active product.

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Try On does not appear

Check these conditions in order:
  1. App connected — Your Shopify store appears as connected in virtual.fit.
  2. Account linked — The setup checklist does not ask you to finish linking in Shopify.
  3. Correct theme — Virtual Fitting Room is on under App embeds in the theme serving the page.
  4. Theme saved — The theme editor has no unsaved changes.
  5. Product Active — The exact Shopify product is Active in virtual.fit.
  6. Preparation complete — Product Details show at least one usable garment image.
  7. Real storefront test — You are testing the saved storefront, not only the editor preview.
The control intentionally stays hidden on Inactive products, unsupported products, and pages that are not product pages.

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The store is still preparing

Initial catalog preparation can take several minutes, especially for a large catalog. You can activate the app embed and configure its appearance while it runs.
  • Keep the preparation page open if prompted.
  • Wait until at least one product changes from Preparing to Active and ready.
  • Refresh the catalog view if progress has not updated.
  • Confirm the Shopify app is still installed and connected.
If the same product remains in preparation for an unusually long time, record its Shopify product ID and contact support.

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Recommendations are unavailable

Recommendation readiness does not block try-on. If the product is Active and has a usable garment image, test the fitting room normally. For a product stuck on Preparing recommendations…, allow preparation to finish. Include the product ID and approximate start time if you contact support.

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Theme setup stays incomplete

After activating and saving the app embed:
  1. Open an Active product on the storefront in a new tab.
  2. Hard refresh the page.
  3. Return to virtual.fit and refresh the setup checklist.
  4. Confirm you edited the theme that serves that URL.
For password-protected stores, enter the storefront password before testing.

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The control is misplaced

  • Test product thumbnails, media zoom, and sticky layouts.
  • Check desktop and mobile product templates separately.
  • Temporarily turn off other overlays to identify a conflict.
  • Record the theme name, version, product URL, and screenshots before contacting support.
Do not paste a second copy of the integration into theme code. This can create duplicate controls and measurements.

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A product became Inactive

virtual.fit can mark a product Inactive when it cannot find supported garment content.
  • Confirm the product is apparel.
  • Open Details and review its images.
  • Add a clear garment image when the Shopify media is unsuitable.
  • Prepare the product again.
  • Test after selecting different variants.
  • Close image zoom and the media carousel before another test.
  • Check whether another theme app replaces the gallery after the page loads.
  • Confirm the try-on completed under Results in virtual.fit.
If the result appears in virtual.fit but not on the product page, capture a screen recording of the affected flow.

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Analytics are incomplete

  • Confirm the Shopify app remains installed and connected.
  • Reconnect Shopify if virtual.fit shows a permissions warning.
  • Allow time for recent activity to appear.
  • Use one distinctive test product and order.
  • Confirm your storefront consent settings allow the expected measurement.

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Contact support

Include:
  • Your .myshopify.com domain.
  • Theme name and version.
  • Affected product URL and Shopify product ID.
  • Product status and preparation status.
  • Desktop or mobile browser and version.
  • Screenshot or screen recording.
  • Visible browser errors, if any.
  • Approximate test time and timezone.
Contact virtual.fit support with this information.