Error messages

When a try-on cannot be completed, the popup shows the shopper a simple message. Use this table to understand the cause and decide what to do next.

Messages

Message	Meaning	What you can do
“Couldn’t detect a body in your photo. Upload a clear, full-body shot facing the camera.”	Icona could not find a body in the uploaded photo.	Ask the shopper to upload a clear, full-body photo.
“Generation failed. Try a different photo.” / “Generation finished without a result. Try a clearer photo.” / “Generation timed out. Try again with a different photo.”	Icona could not produce a result, often because of the photo quality.	Ask the shopper to try a clearer photo.
“Invalid image data. Pick a different photo and try again.”	The file is damaged or uses an unsupported format.	Ask the shopper to choose another PNG or JPEG photo.
“Try-on service is busy right now. Please try again in a moment.” / “Service is temporarily unavailable. Please try again shortly.”	The Icona service is temporarily unavailable.	Ask the shopper to try again shortly.
“Virtual try-on is temporarily unavailable for this store. Please contact the store owner.”	Your store is out of credits or paused at its usage cap.	See Free plan or Overage and usage cap.
“This product is not set up for try-on. Please contact the store owner.”	The product is not in a published funnel.	See Publish or save as draft.
“Store not configured. Please contact the store owner.”	The app is not fully installed.	Reinstall the app or contact support.
“Connection problem. Please check your network and try again.”	The shopper’s device has a network problem.	Ask the shopper to check their connection and try again.
“Something went wrong. Please try again.”	An unexpected error occurred.	Contact support if the error continues.

For other merchant-side issues, see Common errors.