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

# Troubleshooting

> Fix the most common Genlook Virtual Try-On issues: missing button, block not in the theme editor, poor try-on results, and credit errors.

Work through the section that matches your symptom. If none of them solves it, [contact support](#still-stuck) with the details listed at the bottom; we usually find the cause in the logs quickly.

## The try-on button is missing from product pages

The button renders only when three things are true: the app embed is enabled, the button block is in the template, and the product has try-on enabled. Check them in order:

<Steps>
  <Step title="Check the app embed">
    In **Online Store > Themes > Customize**, open **App embeds** (bottom of the left sidebar) and confirm **Genlook Try-On** is toggled on. This embed loads the SDK; without it the button hides itself.
  </Step>

  <Step title="Check the button block">
    In the same theme editor, open the product template the page uses and confirm the **Genlook Try-On Button** block is present. Stores with multiple product templates often have the block on the default template only.
  </Step>

  <Step title="Check the product is enabled">
    In the Genlook app, open **Manage**. Confirm the product is enabled directly, through one of its collections, or via **Enable try-on on all products**. Also check it is not listed in the **Excluded** tab.
  </Step>

  <Step title="Check you saved and published">
    Theme edits saved on an unpublished draft theme never reach your live store. Confirm you edited the published theme, or publish the draft.
  </Step>
</Steps>

Two rarer causes:

* **Out of stock**: if the block's **Hide on Out-of-Stock Products** setting is on, the button hides on unavailable products by design.
* **Stale cache**: if you just changed settings, hard-refresh the product page (Cmd+Shift+R / Ctrl+Shift+R) before concluding something is wrong.

## The button shows but clicking it fails

If the modal does not open, opens blank, or generations fail immediately:

1. **Check your plan and credits.** In the Genlook app, open **Billing** and confirm the subscription is active and you have generations left this month. An expired card or an exhausted monthly cap is the most common cause of a widget that "suddenly stopped working".
2. **Check for a JavaScript conflict.** If the failure started right after a theme update or a new app install, that change is the prime suspect. Test in an incognito window; if it works there, a browser extension was interfering instead.
3. **Contact support.** If neither explains it, email [support@genlook.app](mailto:support@genlook.app) with the product URL. We can see the failed requests on our side.

## The Genlook block is not in the theme editor's block list

* Confirm the app is installed and active under **Settings > Apps and sales channels** in your Shopify admin.
* If your theme is a Shopify 1.0 (vintage) theme, app blocks are not supported by the theme itself. Use the [vintage theme installation](/docs/virtual-tryon/vintage-theme) instead; it takes about five minutes.
* Still missing on a modern theme? Reinstalling the app safely re-registers the extension; your settings and credits are preserved.

## Try-on results look distorted or unrealistic

Result quality depends heavily on the two input photos.

**Your product images** should be high resolution (at least 1000px wide), well lit, and show the garment front-facing. Flat lays and ghost mannequin shots work; heavily angled or cropped shots do not. You can choose which image the AI uses per product via **Settings > Default product image**, or per product in **Manage**.

**Shopper photos** should be front-facing, in decent light, and include the body area the garment covers. Use the **Upload info text** field in **Widget Design** to tell shoppers what to upload (for example, "a full-body photo works best").

Some categories generate better than others: shirts, dresses, jackets, and tops are the strong cases. If one specific product consistently generates poorly while others are fine, its imagery is almost always the reason; try a cleaner front-facing shot.

## "Out of credits" or generations silently blocked

1. In the Genlook app, check **Billing** for your remaining monthly volume.
2. If you set a **Monthly Generation Cap** in **Settings**, check whether you hit it. The cap blocks generations even when your plan has volume left.
3. Upgrade the plan or raise the cap; both take effect immediately.

Per-shopper limits (**Generation Limits** in Settings) can also block an individual shopper who used up their daily or weekly allowance. That shopper sees a limit message while everyone else generates normally, which is easily mistaken for a bug.

## Still stuck?

Email [support@genlook.app](mailto:support@genlook.app) with:

1. **The product page URL** where the issue happens.
2. **What you did and what you expected**, one or two sentences.
3. **A screenshot or short recording** of the issue.
4. **Your theme name** and whether you changed themes or apps recently.

That is everything we need to reproduce most issues on the first pass. You can also check the [FAQ](/docs/virtual-tryon/faq) for questions that are not bugs.