Troubleshooting

Search this page (or the whole site with /) for the symptom or the error code you see. Each entry says what causes it and how to fix it. Still stuck? Write to support@tryyoursize.com with the request ID (X-Request-ID header, or requestId / request_id on SDK errors).

The element does not appear

The size guide, button or inline element never shows on the page.

1. The visitor is in the A/B holdout. With an experiment running, 10–50 % of visitors see nothing at all, by design. Check with await tys.experiment() (arm: "holdout"), or stop the experiment in Studio → Results while testing.
2. The mount target does not exist yet. mount("#size-guide") throws mount_not_found when the selector matches nothing. Mount after the container is in the page.
3. The page’s origin is not registered for the key’s mode. Add it in Studio → Settings → Stores → Allowed sites (https:// and no path; http://localhost works in test mode without registering).
4. A Content Security Policy blocks us. Allow script-src https://js.tryyoursize.com and frame-src https://embed.tryyoursize.com. The browser console shows the blocked URL.

window_unreachable or a loaderror event

Our window did not load or connect within 15 seconds. Same causes as above (origin, CSP), or a network filter or ad blocker blocking tryyoursize.com. Listen to loaderror and fall back to your own size chart. See window_unreachable.

secret_key_in_browser or secret_key_in_app

A secret key (sk_…) or restricted key (rk_…) reached a browser or an app. Use the publishable key there, and roll the secret key in Studio if the code was deployed.

app_not_allowed in an iOS or Android app

The app is not registered for the key. Add ios-app://<bundle id> or android-app://<package> (lower case) to the allowed sites for test mode. tys.appOrigin prints the exact value. Live mode for apps is coming soon.

The size guide always says “Size guide”

The shopper is not connected to TryYourSize on your site (status: "signed_out"). That is expected until they sign in once in our window. Each site (origin) has its own connection: a shopper connected on staging.brand.com is not connected on www.brand.com.

The status is always unavailable

The shopper is connected, but there is no size for this product yet:

• The product has no published garment in TryYourSize (live mode answers published versions only; test mode answers drafts). Publish it in Studio or with garments.publish().
• The product you pass is not the SKU or ID synced to TryYourSize. tys.products.retrieve("<your value>") on your server tells you.
• The shopper has not tried this garment on yet. Page views never start a simulation; the shopper starts it with “See it on you”. When it finishes you get another recommendation event.
• The visitor is in the A/B holdout: the holdout always gets unavailable.

The size is not in my size labels

Sizes come back through the product’s size map (Studio size → your label). Without an entry, you get the Studio label. Map them in Studio, or with sizeMap.save(). unmapped_shop_values lists your variant values without a Studio size.

401 unauthorized from the API

The key is missing, mistyped or revoked, or a publishable key was used on the server. Server calls need Authorization: Bearer sk_… (or rk_…). See unauthorized.

403 forbidden from the API

A restricted key lacks the scope (each operation lists its Key scopes), or a test key reads live data (or the other way round). See forbidden.

handle_expired, handle_invalid or handle_mode_mismatch

Recommendation handles last an hour and belong to one mode. Ask the browser for a fresh one with tys.recommendationHandle(); use a test secret key with a handle from a test publishable key. A shopper who disconnected your store gets handle_invalid. See handle_expired.

429 rate_limited

Too many requests. Wait for the Retry-After seconds and retry with backoff; the SDKs do this for you. With an Idempotency-Key, a retried POST is safe. See Rate limits.

409 idempotency_key_in_use or 422 idempotency_key_reused

idempotency_key_in_use: the first request with this key is still running; retry shortly. idempotency_key_reused: you sent the same key with a different body. Use one key per distinct request. See Idempotency.

A webhook signature does not verify

Almost always the body was parsed and re-serialized before verification. Verify the raw bytes: with Express use express.raw({ type: "application/json" }); in Flask use request.get_data(). Check you use the endpoint’s own whsec_… secret (test and live endpoints differ), and that the server clock is right (5 minutes of tolerance). See Webhooks.

Orders do not show up in Results

Results count orders sent with POST /v1/orders in live mode. For the A/B comparison each order needs the arm: send visitor_id (from tys.experiment() in the browser, saved with the cart) or experiment_arm. An order without either is counted outside the experiment.

The shopper picked a size, but my picker changed it

Preselect only until the shopper chooses: keep a “touched” flag and never overwrite their choice when a later recommendation event arrives. See Preselect the recommended size.