Skip to main content

​
Quick Fixes

If you’re experiencing issues, try these quick solutions first:
  1. Clear your browser cache and refresh the page
  2. Check your Genlook subscription status - ensure your plan is active
  3. Verify you have available credits - check your usage in the admin panel
  4. Test on a different browser - rule out browser-specific issues
  5. Disable and re-enable the widget - reset widget settings

​
Widget Not Appearing

​
Widget Not Showing on Product Pages

Symptoms: The try-on button doesn’t appear on product pages even though products are enabled. Solutions:
1

Verify widget is added to theme

Go to Online Store > Themes > Customize and check that the Genlook widget block is added to your product page template. If not, add it.
2

Check product enablement

In Genlook admin, verify that products or collections are enabled. Go to Products or Collections and ensure the toggle is on.
3

Publish theme changes

Make sure you’ve clicked Save and Publish in the theme editor. Unpublished changes won’t appear on your live store.
4

Clear cache

Clear your browser cache and Shopify’s cache. In Shopify admin, go to Online Store > Themes and click Actions > Clear cache.
Common Causes:
  • Widget block not added to product page template
  • Products not enabled in Genlook admin
  • Theme changes not published
  • Browser cache showing old version

​
Widget Appears But Doesn’t Work

Symptoms: Button appears but clicking it doesn’t open the widget or widget opens but doesn’t function. Solutions:
  • Check subscription status: Verify your Genlook subscription is active and not expired
  • Verify credits: Ensure you have available credits for generations
  • Contact support for help: If the above steps don’t resolve the issue, reach out to Genlook Support for assistance. Provide details about your issue and any troubleshooting steps you’ve already tried.
If the widget worked before but stopped working, check for recent theme updates or app installations that might have caused conflicts.

​
Theme Editor Issues

​
Widget Block Not Available

Symptoms: Can’t find Genlook widget in the theme editor’s block list. Solutions:
1

Verify app installation

Confirm Genlook is installed and active in your Shopify admin under Apps.
2

Check theme compatibility

Genlook works with most Shopify themes. If you’re using a very old or custom theme, contact support for compatibility check.
3

Reinstall app

As a last resort, uninstall and reinstall Genlook. Your settings will be preserved, but verify after reinstallation.

​
Theme Editor Bugs

Symptoms: Theme editor shows errors or widget settings don’t save properly. Solutions:
  • Refresh theme editor: Close and reopen the theme customizer
  • Check metafield configuration: Some themes require metafields to be properly configured
  • Contact theme support: If issues persist, contact your theme developer or Shopify support
  • Use alternative method: If theme editor doesn’t work, contact Genlook support for manual installation help
Some themes have bugs in the theme editor that affect app blocks. Genlook support can help with workarounds or manual installation.

​
Image Quality Issues

​
Poor Try-On Results

Symptoms: Generated try-on images look unrealistic, distorted, or low quality. Solutions:
1

Check product image quality

Ensure product images are:
  • High resolution (at least 1000px wide)
  • Clear and well-lit
  • Show product from front-facing angle
2

Verify customer photo quality

Customer photos should:
  • Show clear front-facing view of person
  • Have good lighting
  • Include upper body (for clothing)
  • Not be too far away or too close
3

Try different products

Some product types work better than others. Clothing items (shirts, dresses, jackets) typically produce best results.

​
Credit and Billing Issues

​
Out of Credits

Symptoms: Widget shows “out of credits” message or generations fail. Solutions:
1

Check credit balance

In Genlook admin, go to Usage or Billing to see your current credit balance and usage.
2

Upgrade plan

If you’ve used all credits, upgrade to a higher plan or wait for monthly reset.
3

Purchase additional credits

Some plans allow purchasing additional credits. Check your plan details.

​
Getting Additional Help

If you’ve tried the solutions above and still need help:

Contact Support

Email our support team for personalized assistance

Check FAQ

Browse frequently asked questions for quick answers

Review Documentation

Review other guides for detailed information

Shopify App Store

Check app listing for updates and announcements

​
Reporting Bugs

If you’ve found a bug:
  1. Document the issue: Note what you were doing when the bug occurred
  2. Take screenshots: Capture screenshots or screen recordings
  3. Note your setup: Include your Shopify plan, theme name, and browser
  4. Contact support: Email support@genlook.app with details
Bug reports help us improve Genlook. We appreciate detailed reports that help us reproduce and fix issues quickly.