Troubleshooting

Start with the browser's console on a product page. Every message from the script starts with [Labbesne], and most problems are named there. The dashboard's Install page also checks a page for you: Check this page.

The button isn't showing

The usual causes, most likely first.

The page isn't on the store's list of sites

The button shows, but a tap opens a loading sheet that never fills. The console says:

[Labbesne] The try-on frame didn't load. Check that https://www.example.com is allowlisted for key pk_your_store_key.

Add the address the page is really served from, with or without www, under Sites and key. See Sites.

The same happens when the tag carries another store's key: each store's key only works on that store's sites. Paste the tag from the right store's Install page.

The tag has an old key, or a mistyped one

Rotating a key ends the old one, and a key that doesn't exist is treated the same way. The console says:

[Labbesne] Try-on is switched off for key pk_…: no button is shown, and open() does nothing.

Paste the tag from the store's Install page again.

The store is paused, or the credits have run out

The console shows the same "switched off" line. A paused store shows no button, and neither does an account with no credit left. Check the store and the Credits page in the dashboard. A change reaches your pages within about two minutes. See When try-on is off.

The script can't find Add to bag

[Labbesne] No add-to-bag button found. Add <div data-labbesne-button></div> where the button should go.

The script looks for the button the way common shop themes mark it up. If yours is unusual, mark the place yourself. See Your own button.

The script can't find the product

[Labbesne] No product found on this page (JSON-LD Product or og: tags), so no button was added.

The page needs a product name and picture in its product data, or passed in code. See Product data.

Both of these two lines appear 15 seconds after the page loads, not at once: the script waits that long for pages that draw themselves in the browser.

A Content-Security-Policy blocks it

[Labbesne] No answer from https://app.labbesne.com: no button is shown. If this page has a Content-Security-Policy, add https://app.labbesne.com to connect-src.

Allow https://app.labbesne.com in script-src, connect-src and frame-src. See Content-Security-Policy.

The same line appears if Labbesne can't be reached at all, or if a content blocker in your browser stops the request. Try a private window with extensions off.

There is no key

[Labbesne] No publishable key. Add data-key="pk_…" to the script tag or pass { key } to init().

The button shows, but looks wrong

• It is plain and unstyled. Your Content-Security-Policy has a style-src without 'unsafe-inline'. See What to allow.
• It doesn't match your Add to bag button. It copies that button's look when it is placed next to it. Set the look yourself with CSS variables. See Restyle it.
• It is in the wrong place. Mark the place with <div data-labbesne-button></div>. See Move it.
• It shows on pages that aren't product pages. Load the tag only in your product page's template.

The try-on opens, but something is wrong

• The camera doesn't start. Your site's Permissions-Policy may forbid the camera. Shoppers can still pick a photo. See The camera.
• It says "This item can't be tried on". The product's picture is on a host your store doesn't allow. See the next section.
• It says the image can't be used. The product's picture is not a JPEG, PNG or WebP, or is too big. See The picture.
• It says "We couldn't open that page". The product's picture can't be fetched from the public internet: it is behind a sign-in, on a private network, too slow, or it redirects too often. See The picture.
• It tries on the wrong picture. The script uses the picture your page's product data names. For the selected colour, see The selected variant.
• There is no Add to bag on the result. That button shows only when your page listens to addToBag. See Add to bag and checkout.
• Add to bag says it didn't work. Your handler returned false, threw, or took more than 10 seconds. When it threw, the console has the line [Labbesne] addToBag handler failed: … with the error.

Shoppers see "This item can't be tried on"

The shopper takes their photo, and then the try-on says the item can't be tried on. Your page gets an error event with the code garment_host_not_allowed.

The product's picture is served from a host that isn't on the store's list of image hosts. Your store's own sites are always on it. A CDN, or any other address your pictures come from, is not until you add it.

1. Open the store's Sites and key page in the dashboard. Under Image hosts, the notice Try-ons were refused names the host.
2. If the host is where your pictures are, press Allow beside it.
3. Wait a minute, and try again.

To find out before a shopper does, use Check this page on the Install page: it names the host of that page's product picture when it isn't allowed. It can't see a picture you pass in code.

A site's host is exact here too: with the site https://www.example.com, a picture on example.com or cdn.example.com is refused. See Image hosts.

Other console messages

Message	What it means
init() was called more than once; the first call wins.	Add data-auto="false" to the tag if you call init() yourself.
mountButton: nothing matches …	The selector you gave mountButton() matched nothing when it ran.
Unknown command: …	A queued command names a method that doesn't exist. Check the spelling.
No product to try on: add JSON-LD Product markup, or pass { title, imageUrl }.	open() was called on a page with no product.
Could not find the loader script tag.	The script was loaded in a way that hides its tag. Use the tag as given.

Still stuck

Write to [email protected]. Tell us the store and the address of a product page, and we can look with you.

To see a working install, open the demo store: it uses the same tag.