Troubleshooting

The block doesn't show on my product page

Check that the product has pricing (Products shows Configured) and that the block is on the template that product uses. If it isn't on your product page, Home shows the banner Shoppers can't size or price your products, with Add block in theme editor. In the theme editor, the block says when the product has no pricing. If some products use a different product template, add the block to that one too.

Shoppers see two prices

Trimsize hides your theme's price on configured products for most themes, including Dawn and Horizon and the themes built on them. If yours still shows it, remove the Price block from the template your configured products use: in the theme editor, create a product template for them without it, so your other products keep their price.

A change on Widget customization doesn't show

The block's own settings in the theme editor take priority. Open the product template in the theme editor, click the Trimsize block, and set the setting back to Use the app's setting, or clear the color. See Settings on the block.

Add to cart is greyed out

The shopper hasn't entered a valid size yet, a required add-on or artwork is missing, or an upload is still running. If the block says the price calculator couldn't load, reload the page; if it stays, contact us.

Checkout says an item "isn't at its calculated price"

Another app that changes cart prices (bundles, product options, some discount apps) is likely pricing the same product. Only one app can price a cart line: turn the other app off for configured products.

This message also shows if a very complex configuration (many add-ons and rules) and a full cart are too much for Shopify's checkout function. Simplify the configuration, or order fewer custom items at once.

Checkout says an item "was added without its size"

The item reached the cart without the Trimsize block: from another app, a quick-add button on a collection page, or a cart link. Shoppers remove it and add it again from the product page. If your theme has quick-add buttons, turn them off for configured products.

Checkout says an item "can't be ordered"

The pricing changed after the item went in the cart, often a renamed or removed material or choice. Shoppers remove it and add it again.

The app says Setup incomplete, or the size check at checkout is off

Setup incomplete means part of Trimsize's setup failed: for example, checkout can't charge the calculated price or check sizes yet. Follow the banner: usually, reload the app and approve the permissions Shopify asks for. If you have 25 active checkout rules, turn one off under Settings › Checkout › Checkout rules, then reopen Trimsize.

Home's The size check at checkout is off means it was turned off in Checkout rules. Click Open Checkout rules and turn it back on.

Artwork won't upload, or won't load on the ticket

Images over 20 megapixels and files over 20 MB are refused: ask for a PDF. If a ticket says Shopify couldn't load the file, ask your customer to send it again, as a PDF if it's large.

The production queue is empty

It shows open, unfulfilled orders from the last 60 days that contain configured products. If you've just granted order access, reload the page. If Production says Shopify isn't sharing orders with the app, contact us.

I can't find a product in Products or Quotes

Search for it: Products searches every product in your store, 50 a page, and its filters and the next page reach the rest. Quotes searches products with pricing. If a product you just added or changed in Shopify doesn't show, or shows old details, choose Resync products from More actions on Products. To put a product on a template, use Add products on the template's Products tab, which opens Shopify's product picker with search.

I changed the app proxy URL

Trimsize's storefront path is /apps/trimsize. If you customized it in Shopify, change it back: the product page needs it, and proof links use it.