Support

Get in touch

soporte@pryzmo.ai — this is the main channel and the one we read fastest.

• We reply within the next business day, Monday to Friday.
• We support Spanish and Portuguese.
• If your question is about a store that already has the app, tell us the store URL and, where relevant, the product where you see the problem. That usually gets it solved in our first reply.

You can also reach us through the contact form if you would rather not use email.

Install and set up

1. Install the app from the Tiendanube/Nuvemshop app store, with your merchant account. Installing does not change your store's design and requires no code.

2. Create your account or sign in at app.pryzmo.ai. One account can manage several stores.

3. Upload the garment image under Products, for each product where you want the try-on. It works best with a photo of the garment on its own, front-facing, on a light background, not covered by a model.

4. Configure the button under Button: label, icon, position relative to "Add to cart", and spacing. The preview shows your own product page with the button in place.

5. Optional: upload your size chart under Sizes. Without a chart the try-on still works, but shows no size recommendation — we would rather turn it off than invent a size.

Common issues

The button does not show on the product page

Most likely, in this order:

1. The product has no garment image. The button only appears on products you configured under Products.
2. The monthly quota ran out. At 100% the try-on is disabled until the next cycle. You can see this under Plan.
3. Tiendanube has not enabled the new runtime on your store yet. The platform is rolling it out store by store. Meanwhile we serve an alternative version of the button, so coverage should not break; if it still does not appear, write to us with your store URL.

The button appears twice

This should never happen. If you see it, send us a screenshot and the product URL: it is our bug and we treat it as urgent.

The generated image looks wrong

Quality depends heavily on both photos. On your side, what helps most is a photo of the garment alone, well lit, front-facing and without creases. On the shopper's side, a full-body, front-facing photo wearing close-fitting clothes.

If one specific product consistently gives poor results, send us the link: we will test it with a different garment image and get back to you.

Generation fails or takes too long

The try-on cuts off at 25 seconds and shows an error rather than leaving the shopper waiting. If it happens repeatedly, let us know: it may be an outage at our generation provider and we will check on our side.

A shopper cannot keep trying items on

Each session allows up to 3 generations. There are also hourly and daily limits for the same device and store. This is not a store-wide hourly cap: other shoppers can continue using the try-on.

Privacy and data

• The photo the shopper uploads is deleted when the try-on closes and, at the latest, after 24 hours. So is the generated image.
• As a merchant, you never see or receive your shoppers' photos. Your statistics contain counts and events, never images.
• The garment images you upload are yours and persist while the app is installed; uninstalling deletes them.

Full details are in the privacy policy. For data access or deletion requests, write to soporte@pryzmo.ai.

Account, plan, and cancellation

• Change plan or check usage: Plan, inside the panel.
• Uninstall: from your store's panel in Tiendanube. Uninstalling deletes that store's garment images and configuration; your account and other stores remain.
• Delete your Pryzmo account: that is a separate request, to soporte@pryzmo.ai.