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FAQ

Common questions and troubleshooting tips for Genlook.

General Questions​

How does Genlook work?​

Genlook uses advanced AI technology (Google's Gemini virtual try-on model) to generate realistic images of customers wearing your products. Customers upload a photo, and our AI creates a new image showing how the garment would look on their body.

What types of clothing work best?​

Genlook is optimized for upper body garments:

  • ✅ Dresses
  • ✅ Tops and blouses
  • ✅ T-shirts
  • ✅ Shirts
  • ✅ Jackets and outerwear

For best results, use product images with:

  • Clear, high-resolution photos
  • Plain or simple backgrounds
  • Good lighting

Is there a free plan?​

Yes! The free plan includes:

  • 100 lifetime generations
  • 5 monthly refreshes
  • Full access to all features

Perfect for testing or low-volume stores.

How do I upgrade to Premium?​

  1. Go to your Genlook dashboard in Shopify admin
  2. Click on Pricing or Upgrade
  3. Select the Premium plan
  4. Confirm your subscription

Premium gives you 300 monthly generations, usage-based pricing, and removes Genlook branding.

Setup & Configuration​

Why isn't the try-on button showing?​

Check these common issues:

  1. Product not enabled: Make sure you've enabled Genlook for that specific product or collection in your dashboard
  2. App embed not activated: Go to Themes → Customize → App embeds and enable "Genlook Virtual Try-On"
  3. Theme cache: Try clearing your browser cache and reloading the page

Can I customize the button appearance?​

The widget automatically adapts to your theme's styling. Premium users can remove the "Powered by Genlook" branding for a fully white-label experience.

For additional customization options, contact our support team at support@genlook.app.

How do I enable Genlook for multiple products at once?​

Use collection-based enabling:

  1. In your Genlook dashboard, go to Collections
  2. Select the collections you want to enable
  3. Toggle Genlook on for those collections

All products in the selected collections will now have the virtual try-on feature.

Privacy & Security​

What happens to customer photos?​

Customer privacy is our priority:

  • Photos are encrypted in transit and at rest
  • Used exclusively to generate the try-on image
  • Automatically deleted after 7 days
  • Never used to train AI models
  • Never shared with third parties

Read our full Privacy Policy for details.

Is Genlook GDPR compliant?​

Yes, Genlook is designed with GDPR compliance in mind. Customer photos are processed securely and deleted after 7 days. Customers have full control over their data.

Troubleshooting​

The generated image doesn't look right​

If the AI generation doesn't meet expectations:

  1. Check the source photo: Make sure the customer photo is clear, well-lit, and shows the upper body
  2. Check the product image: Ensure your product image has a clean background and good lighting
  3. Try a different photo: Different poses and angles can produce different results

I'm running out of generations​

You have a few options:

  1. Upgrade to Premium: Get 300 monthly generations
  2. Purchase additional generations: Premium users can buy extra generations at $0.90 per 10
  3. Wait for refresh: Free plan gets 5 generations refreshed monthly

The app isn't working after installation​

Try these steps:

  1. Refresh your Shopify admin
  2. Make sure you've enabled at least one product or collection
  3. Activate the app embed in your theme settings
  4. Clear your browser cache
  5. Contact support if the issue persists

Billing & Pricing​

When am I charged for Premium?​

Premium is a monthly subscription billed through Shopify. You'll be charged when you subscribe, then automatically each month. You can cancel anytime from your Shopify admin.

What happens if I cancel Premium?​

If you cancel Premium:

  • You'll retain Premium features until the end of your billing period
  • After that, you'll revert to the free plan
  • Your remaining generations will be replaced by the free plan's limits

Can I get a refund?​

Refund requests are handled on a case-by-case basis. Contact us at support@genlook.app to discuss your situation.

Support​

How do I contact support?​

We're here to help:

Do you offer onboarding assistance?​

Yes! We offer personalized onboarding calls to help you get set up. Book a time that works for you.

Still have questions? Reach out to us at support@genlook.app — we're happy to help!