# Troubleshooting This page covers the most common issues merchants run into and how to resolve them. If something isn't listed here, [contact support](https://hangr.tech/). ## Model quality issues
The model looks distorted or has the wrong shape This is almost always caused by image quality. Work through this checklist: * Are all four angles captured — front, back, left, right? * Is the background plain and clearly contrasting with the product? * Are there shadows falling across the product surface? * Are the images sharp and in focus? * Was the product level and facing the camera squarely for each angle? Fix the images that don't meet these criteria, re-upload, and regenerate. See the [Image Capture Guide](/hangr-docs/hangr-platform/image-capture-guide.md) for full guidance.
The surface texture looks wrong or blotchy Uneven lighting is the usual cause. If one side of the product is in shadow or lit differently from the others, the AI reads it as a surface difference rather than a lighting condition. Reshoot with consistent, diffuse lighting across all angles. Highly reflective or transparent surfaces are also harder to reconstruct. If your product has a mirror-finish or glossy surface, try shooting in an environment that reduces specular highlights — a lightbox or overcast natural light works well.
The model is missing detail on one side You likely didn't provide an image from that angle, or the image from that angle was underexposed or out of focus. Add or replace the relevant angle and regenerate.
The model looks fine in the dashboard but not on the storefront This is usually a caching issue. Try a hard refresh on the product page (`Cmd+Shift+R` on Mac, `Ctrl+Shift+R` on Windows). If the issue persists, check that the model is correctly assigned to the product in the Hangr dashboard and that the Shopify theme block is active on that product page.
## Generation issues
Generation is taking longer than expected Most models complete within a few minutes. During high-demand periods, generation can take longer. If your model has been in progress for more than 15 minutes, refresh the dashboard — it may have completed without triggering a completion. If it's been more than 30 minutes, [contact support](mailto:hello@hangr.tech) with your model ID.
Generation failed If a generation fails, your credits are not charged. You'll see a failure notice in the dashboard. Try the following: 1. Check that your images meet the [file requirements](/hangr-docs/hangr-platform/image-capture-guide.md#file-requirements) — format, resolution, and file size. 2. Try regenerating. Occasional failures can occur due to infrastructure issues and usually resolve on the next attempt. 3. If failures persist across multiple attempts with the same image set, [contact support](mailto:hello@hangr.tech).
I ran out of credits mid-catalogue Purchase a credit pack from the dashboard under **Credits**. Credit packs are available at any time and are added to your balance immediately. Credits never expire, so you can purchase ahead if you're onboarding a large catalogue.
## Viewer issues
The 3D viewer isn't appearing on my product page Work through these steps: 1. Confirm the model is assigned to the correct product in the Hangr dashboard. 2. Confirm the **View in 3D** theme block is active in your Shopify theme editor for that product template. 3. If you're using a custom or third-party Shopify theme, check the [Shopify Integration](/hangr-docs/integrations/shopify-integration.md) guide for theme-specific setup steps. 4. Do a hard refresh on the product page to clear any cached version.
The viewer appears but won't load the model This can occur if the product page is loading faster than the 3D asset. Try refreshing the page. If it happens consistently, check your internet connection.
The viewer loads on desktop but not mobile Confirm your Shopify theme is rendering the product page correctly on mobile — some themes suppress certain blocks on small viewports. Check the theme editor's mobile preview to confirm the block is visible.
## Billing issues
I was charged but I don't see my credits Credit pack purchases are processed immediately, but there can be a short delay before the balance updates in the dashboard. Wait a few minutes and refresh. If credits haven't appeared after 15 minutes, [contact support](mailto:hello@hangr.tech) with your purchase confirmation email.
My view allowance reset at the wrong time Your view allowance resets on the same date each month as your subscription start date — not the first of the calendar month. Check your billing date under **Billing** in the dashboard. If the reset date still looks wrong, [contact support](mailto:hello@hangr.tech).
I was charged after cancelling Cancellations take effect at the end of your current billing period. If you cancelled but were billed again, check the date your cancellation was confirmed — it may have fallen within the next billing cycle. If you believe you were charged in error, [contact support](mailto:hello@hangr.tech) with your invoice number.
I need a VAT or GST invoice Invoices are available under **Billing** in the dashboard. If you require a specific invoice format for accounting purposes, [contact support](mailto:hello@hangr.tech) and include your account details and tax registration number.
## Account issues
I can't log in Try resetting your password from the login page. If still unable to log in, [contact support](mailto:hello@hangr.tech).
I manage multiple Shopify stores — can I connect them all? Yes. You can connect multiple Shopify stores to one Hangr account. Credits are shared across all connected stores. View allowances are counted across all stores. See the [Shopify Integration](#) guide for setup instructions.
## Still stuck? If your issue isn't covered here, [contact support](mailto:hello@hangr.tech). When you reach out, include: * A description of the issue * Your account email * Store ID * The product or model ID (if relevant) * Any error messages you're seeing * Screenshots if helpful We'll get back to you as quickly as we can. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://hangr.gitbook.io/hangr-docs/hangr-platform/troubleshooting.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.