Troubleshooting
Check the script, merchant origin, mapped product, image, and subscription before repeating a failed try-on or contacting support.
Reviewed by Closku documentation team ·
First checks
- Confirm the intended merchant script loads on the affected page.
- Check widget configuration succeeds from an explicitly allowed storefront origin; an empty list denies production access.
- Confirm the product is active and mapped to its Closku UUID, with a usable garment image.
- Use a clear JPEG, PNG, or WebP shopper photo up to 10 MB with permission to process it.
- Review subscription status and recorded activity in the dashboard.
Common symptoms
| Symptom | Check | Next action |
|---|---|---|
| Button missing | Script loading and product element detection | Install the script and map data-product-id to a Closku UUID |
| HTTP 403 configuration error | Storefront origin and active widget configuration | Confirm intended origins with Closku |
| Missing product or garment image | Product UUID, active status, and import image errors | Correct mapping or the catalog image before retrying |
| HTTP 402 entitlement error | Subscription state and recent checkout | Review billing status; keep any payment confirmation |
| Session error on submission | Session existence, matching merchant, and expiration | Create a fresh session for the correct merchant instead of replaying an expired or mismatched session |
| Processing does not finish | Known job status and client waiting state | Retain the job ID and avoid automatically submitting duplicate jobs |
| Distorted preview or wrong color | Garment and shopper photo quality, category, and variant image | Use clear, accurate images and retest the affected product |
Catalog changes and imports
The current workflow has no live store sync. A changed store product or image will not automatically change the Closku catalog. Check your import preview and result and reconcile records through the available tools. Re-importing can create duplicates; preserve product mappings and get help before replacing a large catalog.
For an image import error, check that the source is a direct HTTPS URL on a public hostname without credentials. Local/private network hosts, literal IP addresses, too many redirects, and downloads over 15 MiB are rejected. A CSV product-image URL is distinct from shopper upload: the shopper photo must be sent as a base64 data URL.
Before escalating
Send your merchant ID, page origin, affected product UUID, job ID, response code/error, timestamp with timezone, and the actions already taken. Describe shopper impact and recent changes. Keep photos, cookies, and secrets out of ordinary support messages.
Read widget errors and reliability for transport and job failures. Contractual support terms follow your agreement; this guide does not promise an unverified resolution time or service credit.
Next steps
Recheck script installation and mapping.
Prepare an effective support request.
Related pages
Resolve subscription access.
Check imported images and product status.