Troubleshooting

Start with the smallest reproducible case: one environment, one product, one variant, one browser, and one action.

The SDK returns null

Authentication did not complete. Confirm the client ID and partner ID came from the current onboarding handoff and are being used with the correct environment. Do not place or test a client secret in browser code.

The Try-On button is missing

Check, in order:

1. the product maps to an ingested garment;
2. the garment is Ready;
3. the garment is enabled for Try-On;
4. the app block or SDK container is present;
5. the active product variant maps to the expected identifier; and
6. the page being tested is the intended staged build or theme.

The wrong garment or variant appears

Log the product, variant, and garment identifiers at the integration boundary. Compare them with the catalogue record and the arguments passed to the SDK. Do not log access tokens or customer imagery.

Add to Cart does not complete

Confirm the SDK callback is connected to the retailer’s existing cart workflow, the current variant is in stock, the payload is mapped to the store’s cart identifier, and loading/error callbacks are resolved on both success and failure.

The product page feels slower

Measure the same page before and after the integration. Confirm initialization is not duplicated, the SDK is loaded only where needed, route transitions are not rendering multiple entry points, and other product-page scripts are not competing for the main thread.

The result is visually incorrect

Confirm the source image meets the asset baseline and maps to the correct product and variant. Keep the garment disabled and request review with the garment ID, environment, source image reference, and a concise description of the problem.

What to include in a support request

• environment;
• storefront URL or reproducible route;
• product, garment, and variant IDs;
• browser, operating system, and device;
• approximate timestamp and timezone;
• expected and actual behavior; and
• screenshots or recordings with customer data removed.

Never include client secrets, API keys, bearer tokens, or customer imagery that has not been approved for support use.