Troubleshooting
Quick fixes for the most common issues. If you can’t find a solution here, our support team is ready to help.
Check the following:
- Confirm the embed code has been added to the correct product page template in your Shopify theme editor.
- Ensure your preset status is set to Active in Plugin Appearance.
- Clear your browser cache and reload the page.
- Check that your Shopify store is not in password-protected mode.
If the issue persists, contact support with your store URL.
This is usually caused by a CSS conflict with your Shopify theme. Try the following:
- Check your browser console for JavaScript errors.
- Test in an incognito window to rule out browser extension conflicts.
- Try a different Shopify theme to identify if the conflict is theme-specific.
Contact support with a screenshot and your store URL if the issue continues.
The 3D Preview requires a modern browser (Chrome, Safari, Firefox, Edge — all updated within the last 12 months). The AR feature requires a mobile device with a camera and a compatible browser (Safari on iOS, Chrome on Android). Ensure the customer is using a supported device and browser.
Check the following in your preset settings:
- Confirm your Markup Percentage is set correctly in the General tab.
- Verify that base prices are entered for all enabled size options in the Size Options tab.
- Ensure your currency setting matches your Shopify store currency.
Orders appear in the Dezigner.ai dashboard once payment has been confirmed in Shopify. If a customer has completed the design but not checked out, the order will not yet appear. Check your Shopify admin for the order first. If the order is confirmed in Shopify but not in Dezigner.ai, contact support with the Shopify order number.
Visit admin.dezigner.ai/sign-in and use the Forgot Password link to reset your password. If you are still unable to access your account, contact support with your registered email address.
Navigate to User Management in your Dezigner.ai admin dashboard and click Add User. Enter the team member’s name, email address, and phone number. They will receive an email invitation to set up their password and access the dashboard.