Troubleshooting

Find your problem below and work through the checks in order — they are arranged from most to least likely. If nothing helps, contact support from Support in the app.

The Design Now button does not appear

1. Is the designer enabled for the product? Open the product in Customezo. If it says Enable designer, the designer is off.
2. Is the product Active and published to the Online Store channel? A draft product has no live page.
3. Is the block in the right template? The Design Now block must be added to the product template that product actually uses — themes often have several.
4. Is the theme you edited the published one? Editing a theme preview does not change your live store.
5. Press Re-check on the dashboard’s Theme status card after saving theme changes.
6. Legacy Liquid template? Automatic detection cannot see the block. Add it, then mark the step with I’ve installed it.

Setup details: Storefront setup.

The designer opens but there is nothing to design on

The product has no print area configured for the selected variant.

• Open Print Area Designer and check the checklist at the top.
• If the product has color variants, confirm the selected variant has a background and print area — a variant added later through Shopify drift will not have one until you apply it.

See Print Area Designer and Publishing & sync.

Cart shows no Edit design or Preview link

1. Enable the Customezo Cart UX app embed in your theme and save.
2. If your theme uses custom cart section names, set them in the embed’s Cart section IDs setting.
3. If the item is locked or in production, the locked label shows instead — that is intended.

New variants are missing print areas

Shopify changes arrive as drift. Review and accept them, then open the Print Area Designer and apply a background and print area to the new variants. Until then those variants cannot be designed.

Print sizes look wrong

• Not calibrated? Without product-size calibration, the print area is positioned by eye. Enter the real product size and align the frame — see Print Area Designer.
• Unit confusion? The display unit (cm or inches) is a display setting only; values are stored in inches. Switching it never changes your configuration.
• Print file too small in pixels? The print file is print area × DPI. Raise the DPI on the print method or enlarge the print area.

Customers complain about blurry prints

Set a minimum image DPI on the print method and choose whether to warn only or block checkout. Without it, a small phone screenshot can be stretched across a large print area with no warning at all. 300 DPI is the usual target for full-colour printing.

Offer the AI upscale tool so customers can fix low-resolution artwork themselves.

Fees are not being charged

1. Is the pricing profile active?
2. Is the product assigned to the profile?
3. For side fees on a canvas product — those never apply; canvas products are a single sheet. Use add-on fees.
4. Check the Fee Product Status banner on the Pricing & Discounts page; if it asks for it, press Sync Fee Product.
5. Check the Fee charging card says Fee charging active, not Activating….
6. Was the product bought with a subscription? Shopify does not allow fees on subscription lines.

See Pricing & fees.

Bulk discount does not apply at checkout

1. Is the discount profile Active and the product assigned?
2. Is the variant selected in the profile? If you ticked only some variants, the others get no discount.
3. Is Checkout Enforcement Enabled rather than Pending? Pending means the change is still on its way to Shopify.
4. Is the Discount scope what you think it is? Under Per Variant, 5 shirts in S and 5 in M do not add up to a 10-item tier. Older profiles may still use Per Design, which counts each design separately.
5. With New unit price, is the new price lower than the variant’s list price? Checkout does not discount a variant whose new price is higher.
6. Not on Shopify Plus? Shopify applies only one product discount per cart line. If another discount app or an automatic discount also applies to the line, only one of them wins.
7. Did you hide prices? With Show prices in the designer off, the designer does not show the discount — check the cart instead.

See Bulk discounts.

Print file export failed

The order shows an export failed status.

• Open the design and save it again to re-trigger the render.
• Check the print method’s export settings — for example CMYK requires PDF as the primary format.
• If it keeps failing, contact support from Support in the app with the order number.

Preview is still generating

Previews render in the background and normally appear within moments. If a preview stays pending for a long time, the render queue is backed up or the render failed; re-saving the design re-queues it.

“Storefront Design Now button couldn’t be updated”

The change was saved in Customezo, but the metafield write to Shopify did not go through. Retry the action. If it persists, open the app from your Shopify admin to refresh the session and confirm the store connection in Settings → Store.

AI tools are missing or greyed out

Cause	Fix
Master switch off	Turn AI tools on in Settings → AI Tools.
Feature off	Turn on the specific tool.
Disabled by platform	Temporarily unavailable platform-wide; your settings are kept.
Not in your plan	Upgrade — see Plans & billing.
Customers cannot see them	Turn on Buyer access (off by default).
Out of credits	Buy a top-up pack.

Uploads are rejected

Check the allowed image formats and maximum file size: formats come from the print method, size from your plan. The error message names the limit that was hit.

SVG files are rejected

SVG uploads are checked for safety first. Files that contain scripts, embedded web content, or links to images or fonts on other websites are rejected, and so are SVGs without a usable width and height. Ask the customer to export the file again as a plain SVG from their design program, or as a PNG.

Upload from phone does not work

• “This QR code expired” — codes work for 10 minutes. Photos already sent are kept. Press New QR code and scan again.
• HEIC photos are skipped — iPhones save photos as HEIC by default. Change Settings → Camera → Formats to Most Compatible, or share the photo as JPEG.
• “The upload limit for this QR code is reached” — one code takes up to 20 photos. Create a new code for more.
• No Upload from phone button — it only appears on computers. On a phone, the normal upload opens the photo library directly.

See QR codes & phone upload.

“This design was updated elsewhere. Reload to continue.”

The same design was changed in another browser tab or window — usually because the customer has the designer open twice. Reloading the page loads the latest version. Nothing is lost that was already saved.

A confirmation shows “Unverified”

Under Customer confirmations on the order:

• Unverified — answers changed after add to cart — the answers on the order no longer match the ones the customer gave in the designer.
• Unverified — cart line was modified — the cart item lost its verification data, often because another app or a theme script rebuilt the cart line.
• Answers unavailable — design draft expired — the saved answers could not be found.

In all three cases, confirm the answers with the customer before production. If it happens often, test your cart with other cart apps switched off. See Add-to-cart confirmations.

The customer did not get a summary or proof e-mail

1. Check the Communication mode in Settings → Customer communication, and on the product — a product can override the store setting.
2. Open the order’s Customer review panel. If the previews are still being made, the e-mail goes out once they are ready.
3. Does the order have a customer e-mail address? Without one, nothing can be sent and Customezo notifies you.
4. Ask the customer to check their spam folder.
5. Send it again from the order: Send summary e-mail, Send reminder or Send proof.

See Proof approval & customer e-mails.

Still stuck

Open Support in the app and send us the details — the store, the product, the order number if there is one, and what you expected to happen. You get a reference number and a reply within 24 hours.