threedezy docs
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Troubleshooting

The usual reasons something isn't working, and what to do. If none of these fit, email [email protected] with the page's address and a screenshot.

"This 3D viewer isn't available on this site right now."

The page's address isn't on your account. Check the address in your browser: www. is covered by your main domain, but yourstore.myshopify.com, staging sites and preview addresses each need adding. Your console's Websites section lists the blocked address; send it to us and we'll allow it.

The same message appears if the account is paused, for example after a missed payment. Your console shows the account's status at the top.

Nothing appears at all

  • The code was changed or removed when you saved. Some editors remove <script> lines; see WordPress and Squarespace. View the published page's source and look for configkit.
  • You're looking at an editor preview. Some builders don't run custom code inside their editor. Check the published page.
  • It's further down the page. The 3D loads as the configurator scrolls into view, so scroll to it.
  • Your site has a Content Security Policy (below).

It's too tall, too short or squeezed

Set --ck-height (and --ck-stage-height for phones) on the element, and give it a wide enough column: narrower than about 760 pixels, it puts the options under the 3D view. See Size, colors and fonts.

There's no AR button, or AR won't start

  • On a computer, the button shows a QR code that opens the build on a phone; AR itself needs a phone or tablet.
  • iPhones and iPads use AR Quick Look in Safari and most other browsers. Android needs a phone that supports Google Play Services for AR.
  • AR only works on secure pages (addresses that start with https://).
  • Check ar="off" isn't on the element.

Add to cart shows Request quote instead

Add to cart is on Collection and Partner, and needs your add-on products connected first; until then the main button stays Request quote. If the button is there but the cart refuses the build, an add-on product is probably out of stock or not on the Online Store channel. See Shopify: what we need from you.

Leads aren't reaching me

  • Check Analytics & leads in the console: every lead is stored there, whatever happens to the email.
  • Check the address under Settings → Where leads go, and your spam folder for mail from threedezy.
  • For a webhook, check that it starts with https:// and that your plan includes webhooks.

A price or option is wrong

Prices, options and rules come from your product in the console, not from your website. On Collection and Partner, fix it in the console's editor; otherwise, send us the change. The next page load shows it.

Content Security Policy

Most sites don't set one. If your site sends a Content-Security-Policy header, add threedezy to it:

script-src  https://app.threedezy.com
connect-src https://app.threedezy.com blob: data:
img-src     https://app.threedezy.com blob: data:
worker-src  blob:
style-src   'unsafe-inline'

Add these to the sources your policy already lists, not in place of them. Your browser's developer console names anything still blocked.