Troubleshooting

If your virtual try-on failed or returned an error, the good news is that it's almost always quick to fix. Most failures come from the input photos rather than the AI itself, so start by checking your images and trying again.

Quick fixes to try first

• Use a clear, well-lit photo of yourself facing the camera, with your body visible and not heavily cropped.
• Pick a product image where the item is shown clearly on a plain background rather than a busy lifestyle shot.
• Make sure your file is a supported format (JPG or PNG) and isn't corrupted or extremely large.
• Confirm you still have credits available — your balance is shown right in the app.

Failed try-ons normally don't permanently consume credits, so any reserved amount is returned when a job can't complete. Refresh the page or restart the app, then run the TryItOn try-on again with a different photo or product image.

If you keep getting the same error after trying fresh images, it may be a temporary issue on our side. Note the time it happened and any error message you saw, then contact our support team so we can investigate and make things right.

If your AI try-on seems stuck or is taking longer than usual, give it a moment first — generating a realistic preview of how an item looks on you involves processing both your photo and the product, which typically takes only a short while but can occasionally run longer during busy periods.

What to check

• Connection: A weak or unstable internet connection can stall uploads and slow results. Switch to stronger Wi-Fi or cellular and retry.
• Refresh: Reload the web page or fully close and reopen the mobile app or browser extension, then check your try-on history — your finished result may already be saved there.
• Don't double-submit: Avoid tapping the try-on button repeatedly, which can queue multiple jobs and use extra credits.

Try-ons that can't finish in a reasonable time are automatically timed out, and any credits held for the job are released back to your balance rather than being lost. So if something genuinely hangs, you won't be charged for nothing.

Still seeing a result spin endlessly across multiple attempts? That points to a temporary backend hiccup. Please reach out to our support team with the approximate time and what you were trying on, and we'll look into it for you.

If your photo won't upload, the cause is usually the file itself or your connection — and both are easy to resolve. Start by confirming your image is a standard format like JPG or PNG and isn't unusually large, since oversized files can fail or time out on slower networks.

Common upload fixes

• Use a smaller or compressed version of the photo if the original is very high-resolution.
• Check your internet connection and try again on stronger Wi-Fi or mobile data.
• Grant camera and photo-library permissions if you're on the iOS or Android app and the picker won't open.
• Refresh the web page or restart the app and browser extension to clear any temporary glitch.

For the best virtual try-on results, choose a clear, front-facing photo with good lighting where your body is fully visible. This not only uploads reliably but also helps the AI show you a more accurate, realistic preview of how items look on you.

If uploads still fail after switching photos and networks, there may be a temporary service issue. Note any error message you see and contact our support team so we can help get your photo in.

If your try-on result quality looks poor, the single biggest factor is the photos you feed in. The AI builds your preview from your image and the product image, so clearer inputs almost always produce a more realistic, true-to-life result.

Tips for best results

• Lighting: Use a bright, evenly lit photo — avoid harsh shadows, backlighting, or dim rooms.
• Pose: Stand facing the camera in a neutral pose with your arms slightly away from your body.
• Framing: Make sure the relevant area is visible — full body for clothing, head and shoulders for hairstyles, the right body part for tattoos, shoes, or eyewear.
• Fit clothing: Photos in close-fitting clothes help the AI understand your shape better than baggy layers.
• Product image: Pick a crisp item photo on a plain background showing the full garment or accessory.

It's also worth running the same item a second time or trying a different source photo — small changes in pose and lighting can noticeably sharpen the outcome.

If results still look off despite great inputs, we'd genuinely like to know. Share an example with our support team so we can review it and keep improving how TryItOn renders your looks.

If a verification or password reset email hasn't arrived, it's usually waiting in a spam folder or held up briefly in delivery rather than truly lost. Give it a few minutes, then work through the checks below before requesting another one.

Where to look

• Check your spam, junk, and promotions folders, and search your inbox for emails from TryItOn.
• Confirm you entered the correct email address with no typos when signing up or requesting the reset.
• Add our sending address to your contacts or safe-sender list so future messages land in your inbox.
• Request a fresh email from the app, since older links can expire.

One important note: TryItOn blocks disposable and temporary email addresses, and sign-in never auto-links accounts by email for security reasons. If you originally registered with Google Sign-In, you may not have a password to reset — instead, just use the Google option to sign in. You can manage connected accounts later from your account settings.

Still nothing after checking spam and resending? Your mail provider may be filtering us. Contact our support team with the email address on your account and we'll help you verify it or reset access.

If you were charged but your credits haven't appeared, don't worry — payments and credit delivery occasionally lag by a few moments, and the balance usually catches up on its own. Start by refreshing the app or signing out and back in, then check the credit balance shown in your account.

A few things to verify

• Right account: Make sure you're signed in to the same account you used to purchase — credits sync to one account across web, mobile, and the extension.
• Payment status: A pending or declined charge from your card or app store may not have fully completed yet.
• Subscription vs. pack: Subscription allowances and one-time credit packs are applied once the payment is confirmed by the processor.

Web purchases run through a secure card processor, while mobile subscriptions are billed by the Apple App Store or Google Play, so confirmation timing can vary slightly between platforms.

If your credits still haven't arrived after refreshing and confirming the payment went through, please contact our support team with the email on your account and your purchase receipt or order number. We'll track the transaction down and make sure your TryItOn credits are added.

If the TryItOn browser extension isn't working, most issues clear up with a quick refresh and a permissions check. The extension lets you try items on directly from supported online stores, so it relies on both a current browser and an active connection to your account.

Steps to get it working again

1. Reload the store page you're shopping on — the extension activates on supported product pages.
2. Make sure you're signed in through the extension so it can sync your credits and wardrobe.
3. Confirm the extension is enabled and pinned in your browser's extensions menu.
4. Update your browser and the extension to the latest version.
5. Disable conflicting ad blockers or privacy extensions on that page, then retry.

If a particular store isn't cooperating, the product image there may be hard to read — try a clearer product photo or use the web app to upload the item manually. Remember your account, credits, and saved wardrobe are shared everywhere, so anything you do in the extension shows up across your devices.

Still stuck after reinstalling the extension? Let our support team know which browser and store you're using, and we'll help you sort it out.

If you can't sign in, the most common reason is a mismatch in how the account was originally created. TryItOn supports both email/password and Google Sign-In, and for your security we never automatically link the two by email — so the method you sign up with is the method you need to use.

Try these steps

• If you registered with Google, use the Google Sign-In button rather than a password.
• If you used email and password, double-check for typos and reset your password if needed.
• Make sure you're using the same email address you originally signed up with.
• Refresh the page or restart the app, and check your internet connection.

Account linking only happens deliberately from inside your account settings while you're already signed in, which protects you from email-based takeovers. Note that disposable email addresses are blocked, so a temporary inbox won't work for sign-in.

If you've confirmed your method and still can't get in — for example, you're not receiving a reset email or see a persistent error — please contact our support team with the email on your account. We'll help you safely recover access to your TryItOn account.

If your credits or wardrobe aren't syncing, the usual culprit is being signed in to a different account on one of your devices. TryItOn uses one account across the web app, iOS and Android apps, and the browser extension — your credit balance, saved wardrobe, and try-on history all sync to that single login.

How to get everything in sync

• Confirm you're signed in with the same email or Google account on every device.
• Sign out and back in on the device that looks out of date to force a refresh.
• Check your internet connection, since syncing needs to reach our servers.
• Update the app or extension to the latest version.

Because sign-in never auto-links accounts by email, it's possible to accidentally create a second account — for instance, registering with email/password in one place and Google in another. If that happened, you can manage and connect accounts from your settings while signed in, which is the secure way to bring everything together.

After confirming the same account everywhere, your wardrobe and credits should appear consistently. If they still don't line up, contact our support team and we'll help reconcile your TryItOn data.

If the app feels slow or keeps crashing, a few quick housekeeping steps resolve the vast majority of cases. Performance issues are most often tied to an outdated version, a weak connection, or a device that simply needs a restart.

Try these fixes

1. Restart the app fully (close it from your recent apps) and reopen it.
2. Update to the latest version from the App Store or Google Play, or refresh the web app in your browser.
3. Check your connection — virtual try-ons and syncing rely on a stable internet link.
4. Free up space and memory by closing other heavy apps and restarting your device.
5. On the web, clear your browser cache or try a different up-to-date browser.

Because your account, credits, and wardrobe are stored securely and synced to your login, restarting or reinstalling won't lose your data — everything reappears once you sign back in.

If crashes continue after updating and restarting, it helps us a lot to know the specifics. Please contact our support team with your device model, operating system, and what you were doing when it happened, and we'll dig into it so TryItOn runs smoothly for you.

If a particular item or feature isn't showing up for you, there's usually a simple explanation. TryItOn is available across the web app, mobile apps, and the browser extension, and not every capability rolls out to every platform at exactly the same time.

Common reasons

• Platform differences: Some features, like Animate (turning a try-on into a short video), may launch on one platform first. Try the same action in the web app or mobile app.
• Outdated version: Update your app or extension so you have the newest features.
• Credits: Try-ons and animations spend credits, so a feature may be gated if your balance is empty — your balance is shown in the app.
• Availability: Some store items, sizes, or recommendations only appear where supported.

It's also worth signing out and back in to refresh your account, since features and inventory sync to your single login. If you spotted something on one device, make sure you're using the same account everywhere.

If a feature you expect is genuinely missing after updating, let our support team know which platform and version you're on. We're always expanding what you can do on TryItOn and can tell you what's coming.

You can reach TryItOn support quickly through our contact page, where you can send us a message about anything from billing and credits to try-on quality or technical issues. We're here to help across every platform — the web app, iOS and Android apps, the browser extension, and our Shopify integration.

How to get help fastest

To resolve your issue in one go, include a few key details in your message:

• The email address on your account (so we can locate it securely).
• The platform and device you're using, plus the app or browser version.
• A clear description of what happened, including any error message and the approximate time.
• For billing questions, your receipt or order number.

Before reaching out, it's worth a quick check of the rest of our troubleshooting answers — many common questions about uploads, sign-in, syncing, and credits can be solved in a minute or two on your own.

However you get in touch, our team aims to respond promptly and make things right. We want your virtual try-on experience to feel effortless, so never hesitate to ask if something isn't working as expected.