# Error messages

> Understand the messages shoppers see when a try-on cannot be completed.

Source: https://docs.tryicona.com/virtual-try-on/shopper-experience/error-messages/  
App: Icona: AI Virtual Try On  
Last updated: 2026-09-07

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](https://docs.tryicona.com/virtual-try-on/billing/free-plan/) or [Overage and usage cap](https://docs.tryicona.com/virtual-try-on/billing/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](https://docs.tryicona.com/virtual-try-on/funnels/publish-or-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.                                                                                                                                           |

## Related pages

For other merchant-side issues, see [Common errors](https://docs.tryicona.com/virtual-try-on/troubleshooting/common-errors/).