Troubleshooting
Common issues, their likely causes, and how to resolve them. Start with the most probable cause and escalate only when the issue crosses normal operating boundaries.
Rendering issues
If the virtual try-on is not rendering correctly, start here:
| Symptom | Likely cause | Resolution |
|---|---|---|
| Garment appears distorted or misaligned | Product image below minimum resolution (1000×1000px) | Replace with a higher-resolution image |
| Color mismatch between product and rendering | Product image has incorrect color profile or poor lighting | Use well-lit, color-accurate product photography |
| Garment not appearing in try-on widget | Product category is not supported (shoes, jewelry, non-apparel) | Verify the product is categorized correctly in your catalog |
| Rendering takes longer than 30 seconds | High traffic volume or large image file | Check your plan usage; contact support if persistent |
Try-on limit reached
If shoppers report that the try-on feature has stopped working, the first thing to check is your usage dashboard: you may have hit your monthly try-on cap. A mid-cycle upgrade increases your limit immediately, or you can wait for the limit to reset at the start of your next billing cycle. Contact support if you believe the counter is incorrect or if you need a temporary limit adjustment.
Integration and setup issues
| Symptom | Likely cause | Resolution |
|---|---|---|
| Widget not appearing on storefront | Integration code not properly deployed | Verify that the widget script is installed on all relevant pages |
| Catalog not syncing | Backend API access not granted or expired | Re-authorize Closku access in your e-commerce platform settings |
| Onboarding delayed | Required product data or access not provided | Confirm all merchant responsibilities have been fulfilled |
First checks before escalation
Before contacting support, run through a few quick checks. Is the product image at least 1000 by 1000 pixels? Is the product categorized as a supported type (top, bottom, or dress)? Have you exceeded your monthly try-on limit, which you can verify in the merchant portal? Was there a recent change to your store theme or platform settings, and is the Closku widget still active in your store backend? These five checks resolve the majority of common issues before escalation is needed.
If none of these resolve the issue, escalate with the timeline, observed symptoms, and actions already taken. Support resolution time is under 24 hours for non-Enterprise plans.
Risk mitigation
Closku has several protections in place to maintain service quality. Our downtime policies provide service credits or extensions for unplanned outages, backed by a 99.9 percent uptime SLA. Merchant data is backed up daily and encrypted both at rest and in transit, and usage caps and tenant isolation keep access fair for all merchants.
Next steps
Service scope, SLAs, and terms.
Support hours and escalation paths.
Related pages
Usage tracking and try-on processing.
Billing and subscription management.