InPose support

A little guidance. A clear next step.

Set up try-on, manage usage, and care for shopper data.

Your first try-on

Install InPose through Shopify and open it from your store’s Apps menu. No separate InPose account is required.
Open Plan & usage. Read and approve the Shopify usage charge, then choose daily and monthly spending limits. A $0 limit blocks generation when automatic stopping is enabled.
Open Catalog. Include the products or collections you want shoppers to try on. Exclusions override inclusions. Confirm that the product appears as eligible.
Open Storefront, enable the widget, and use the theme editor link. On the intended product template, add the InPose app block, customize its label and appearance, and save the theme. Check the published storefront as well as the editor.
Visit an eligible product page, choose the intended variant, read and accept the privacy notice, and upload a clear photo. Keep the page open while the video is generated.

Use JPEG, PNG or WebP files up to 2 MB in the storefront widget. Choose a clear, well-lit photo of one person, with the relevant body area visible.
Upload only photos you are authorized to use. Use your own photo, or obtain permission from the person shown. Avoid sensitive or intimate imagery.
Results are AI-generated visual illustrations. Clothing details, body proportions, colors and motion can differ from reality. A try-on does not determine size or guarantee physical fit.
Generation time varies with the inputs and service availability. Progress labels do not guarantee a completion time. If a request fails, check the message before trying again.

InPose uses one usage plan, billed through Shopify. The current price is shown on the pricing page and Shopify approval screen. There is no free generation allowance.
Completed try-on videos are charged. Failed or cancelled generations release their reserved budget. Reservations can temporarily appear while work or reconciliation is still in progress.
Your Shopify-approved billing cap is separate from the daily and monthly limits in InPose. Turn on “Stop at your spending limits” to enforce the store limits, or use “Pause storefront try-on” to stop new storefront requests.
Uninstalling stops future use. Charges already incurred can still appear on your Shopify bill. Contact support with your store domain, time of the issue and relevant session reference if a charge needs investigation.

Check billing approval, your Shopify billing cap, store spending limits and the storefront pause switch.
Confirm the product is included and not excluded in Catalog. Check its eligibility status and selected variant.
Confirm the app block is present on the product’s actual template and that you saved the published theme. Enabling the widget in InPose does not add the theme block by itself.
Check the file format and size. If generation remains unavailable, contact support@inpose.io with the store, session reference and approximate time. Do not email shopper photos, signed media links, passwords or access tokens.

A try-on session normally expires 24 hours after creation. Media access ends at expiry or when deletion is requested. Storage cleanup runs separately; see the privacy policy for handling details.
Merchants can use Sessions in the Shopify app to inspect retained session metadata. Authorized privacy/support exports are audited and include short-lived media links where data remains available. Downloaded copies must not be used for marketing or kept beyond the original expiry.
Verify the requester and their session reference before sharing or deleting any data. Anonymous try-ons are not automatically matched to Shopify customer IDs. Do not guess someone’s identity from their photo.
Use Delete session media to block further generation and request erasure. If deletion is queued, access remains blocked while cleanup is retried. Record completed handling in Settings only after the requested work is complete.
Shoppers can contact the store or support@inpose.io with their session reference. Never send a replacement identity document or photo unless a secure verification process has been agreed.

Uninstall InPose from Shopify Settings → Apps and sales channels. Shopify revokes app access. InPose processes uninstall and privacy webhooks to stop service and schedule applicable cleanup.
Check your theme after uninstalling. Theme app blocks should no longer render. Retain any billing information required for your own records.
If you reinstall, complete Shopify authorization again, review billing, and verify catalog and storefront settings before enabling generation.

Email support@inpose.io. Include your store domain, a session reference if available, and a short description. Read our privacy policy our Data Processing Addendum, and current pricing.