> ## Documentation Index
> Fetch the complete documentation index at: https://docs.virtual.fit/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot Shopify

> Resolve Shopify installation, preparation, theme embed, and storefront issues.

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

## 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.

<Note>
  The control intentionally stays hidden on Inactive products, unsupported products, and pages that are not product pages.
</Note>

## 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.

## 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.

## 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.

## 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.

## 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.

## The result does not enter the gallery

* 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.

## 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.

## 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](https://virtual.fit/support) with this information.