> For the complete documentation index, see [llms.txt](https://docs.selvette.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.selvette.com/troubleshooting-and-faq/feature-unavailable.md).

# Try-on, AR, or video unavailable

## Image try-on

Check that:

* image try-on is available for all products or this product is selected;
* the product is not explicitly Off;
* the product is not marked as Live AR makeup;
* the product image is a valid HTTPS PNG, JPEG, or WebP; and
* the account has enough credits and is below session, IP, and device limits.

## Live AR

Check that:

* the plan includes Live AR;
* the account can cover an AR session;
* the correct product is enabled;
* at least one valid shade is authored;
* the shopper allowed camera access;
* the page uses HTTPS; and
* the device/browser supports WebGL2.

If a tuning link expired, create a fresh QR from the product editor.

## 360° video

Check that:

* the plan includes video—Grow does not;
* video is **On — shopper's choice**;
* image try-on is also active on the product;
* the product is not a Live AR makeup product;
* the account has enough credits; and
* the shopper is below the store and product video caps.

Failed generations return reserved credits. Refresh **Account → Usage** after processing completes.


---

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