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Quick Fixes

Running into a hiccup? Try these quick steps before diving deeper:
  1. Clear your browser cache and refresh the page to ensure you’re seeing the latest version.
  2. Check your Genlook subscription status — make sure your billing plan is active.
  3. Verify you have available credits — you can quickly check your remaining usage in the admin panel.
  4. Test on a different browser — rule out any pesky extensions or browser-specific issues.
  5. Disable and re-enable the widget — sometimes “turning it off and on again” in the theme editor resets sticky settings.

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Widget Not Appearing

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The Try-On Button is Missing from Product Pages

Symptoms: The try-on button is missing from product pages, despite being enabled in your dashboard. Solutions:
1

Verify the widget is added to your theme

Navigate to Online Store > Themes > Customize and confirm the Genlook Virtual Try-On block has been added to your active product page template.
2

Check product enablement

Inside the Genlook admin, visit Products or Collections and double-check that the toggle next to the specific item is flipped to “on”.
3

Publish your theme changes

Make sure you actually clicked Save and Publish in the theme editor! Unpublished draft changes won’t ever show up on your live store.
4

Clear your Shopify cache

Sometimes Shopify holds onto old data. Try clearing your browser cache, or making a tiny unrelated edit to the theme to force a fresh render.
Common Causes:
  • The widget block simply wasn’t dragged into the product page template.
  • The product (or its parent collection) isn’t actively enabled in the Genlook dashboard.
  • The theme changes were saved as a draft but never officially published.
  • A stubborn browser cache is showing you an older version of the site.

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The Widget Appears But Doesn’t Work

Symptoms: The try-on button is visible, but clicking it either does nothing, or the modal opens but freezes/fails. Solutions:
  • Check subscription status: Verify your Genlook subscription is active and hasn’t lapsed due to an expired card.
  • Verify credits: Make sure your account actually has available generation credits left for the month.
  • Contact support: If the basics look good, drop a line to Genlook Support and we’ll investigate the logs.
If the widget suddenly stopped working, a recent theme update or a newly installed app might be causing a javascript conflict. Let us know if you’ve recently changed your setup!

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Theme Editor Issues

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The Widget Block isn’t in the List

Symptoms: You click “Add block” in the theme customizer, but Genlook isn’t an option. Solutions:
1

Verify app installation

Double-check that Genlook is fully installed and active in your Shopify admin under the Apps section.
2

Check theme compatibility

Genlook works best with Online Store 2.0 themes. If you’re running a very old or heavily customized legacy theme, contact our support team to verify compatibility.
3

Reinstall the app

As a last resort, try uninstalling and cleanly reinstalling Genlook. (Don’t worry, your settings and credits are preserved securely on our end).

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Theme Editor Bugs

Symptoms: The Shopify theme editor throws an error, or the widget’s settings refuse to save properly. Solutions:
  • Refresh the editor: Simply close the tab and reopen the theme customizer from scratch.
  • Check metafields: Certain themes require metafields to be mapped perfectly.
  • Reach out to the theme developer: If the editor itself is crashing, it might be a bug with the theme code.
  • Ask us for a manual install: If the editor is completely broken, the Genlook support team can help you with a manual Liquid installation to bypass the editor entirely.
From time to time, third-party themes have bugs in how they handle app blocks. If things feel unusually broken, we are happy to help you find a workaround!

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Image Quality Issues

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Poor or Unrealistic Try-On Results

Symptoms: The generated AI try-on images look distorted, blurry, or generally unrealistic. Solutions:
1

Check your product image quality

Ensure your product images are:
  • High resolution (ideally at least 1000px wide)
  • Clear, bright, and well-lit
  • Showing the garment from a straightforward, front-facing angle
2

Advise customers on their photos

The AI needs a good starting point! Customer photos should:
  • Show a clear, front-facing view of their body
  • Be taken in decent lighting
  • Include their upper body (for shirts/jackets)
  • Be taken from a reasonable distance (not too close or too far)
3

Test different products

Some garment types inherently process better than others. Standard clothing items like shirts, dresses, and jackets typically produce the absolute best, most magical results.

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Credit and Billing Issues

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Out of Credits

Symptoms: The widget displays an “out of credits” message to users, or generations silently fail to start. Solutions:
1

Check your credit balance

Open the Genlook admin and navigate to the Usage or Billing tab to check exactly how many credits you have remaining.
2

Upgrade your plan

If you’ve hit your limit and customers are eager to try things on, consider upgrading to a higher tier to immediately unlock more volume.
3

Purchase a top-up

Depending on your plan, you may be able to purchase a one-off batch of additional credits without permanently upgrading your monthly subscription.

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Getting Additional Help

Contact Support

Email our dedicated support team for personalized, hands-on assistance.

Check the FAQ

Browse our frequently asked questions for quick, common answers.

Review Documentation

Head back to the main documentation hub to read the full setup guides.

Shopify App Store

Check our app listing for the latest updates, reviews, and announcements.

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Reporting Bugs

If you’ve genuinely found a bug, we want to squash it! Please help us by providing:
  1. The context: Note exactly what page you were on and what button you clicked when the bug occurred.
  2. Visual evidence: Take a quick screenshot or a screen recording (Loom works great!).
  3. Your environment: Tell us your Shopify plan, the name of your theme, and the browser you’re using.
  4. Send it over: Email everything directly to support@genlook.app.