Configurator questions
Short answers about prices, grey options, pictures, limits and the beta of the new configurator.
The price in the editor is not the price that customers see
- Edit mode shows a price for any combination, also one that a rule blocks. Select Hide edits to see the prices of a customer.
- Customers see the published prices. Select Back to publish your changes.
- A failing price test keeps the older prices for customers. The save status says "The last save kept the older version".
For a configurator with no price at all, refer to My configurator shows no price.
An option is grey and cannot be picked
| Cause | What to do |
|---|---|
| A rule blocks it with the other picks. | Read the reason below the row. Change the rule in Manage → Rules. |
| Its combination has no 3D file. The preview says "This combination cannot be built yet. Add its files in Manage." | Add the file in Manage → Files, filter No file. Refer to Your own 3D models. |
Option pictures do not show
| Cause | What to do |
|---|---|
| The page did not load them. | Reload the page. |
| The configurator is private, so your own pictures and models are private too. | Make it public. This makes every file of the configurator public. |
| The configurator was published before the pictures changed. | Open it in the editor and select Back to publish again. |
If a picture is still missing, contact support with the link of the configurator.
My customers see an old version
- Select Back in the editor. Changes are saved at once, but published only with Back, Embed or Open in Playground.
- After a publish, the link and the embed can show the older version for up to 5 minutes.
- A message "Not published: …" tells you why a publish did not get through, for example a failing price test.
The link asks my customer to sign in
The configurator is private. Open the dialog with Embed and select Anyone with the link. Refer to Add it to your website.
Do the template models use my model limit?
No. The library models of a template are links to the iJewel library. They use no space in your account and do not count towards your model limit. Your uploaded files, and library files that you copy to your folder, do count. The Models box at the bottom of the sidebar shows your use.
My upload failed
- Check the format: GLB, GLTF, OBJ, FBX, STL or 3DM.
- Check the Models box in the sidebar. When your plan has no models left, select Get more storage, or remove models that you do not need.
- A file larger than 3 MB works, but it shows Uploaded, heavy file and can load slowly on a phone.
Dark mode
The editor follows the light or dark theme of the platform. The embed on your website always shows in light colors. For your own option pictures, use a PNG or an SVG with a clear background, so that they look correct on a light and on a dark panel.
The numbers on the card are not the numbers in the editor
The card counts the 3D model files that the configurator holds, and the ways that they can be put together. The toolbar of the editor counts only the combinations that your rules allow, and Manage → Files also counts the material options. Refer to What the counts mean.
A yellow number on a tab of Manage
The editor has notes about the setup of the configurator, for example a SKU code that it changed to keep each code unique. Point at the number to read the notes.
Try it on your hand does not start in the editor
The button starts Try-On only when the configurator has Try-On. If it is grey, it says "Try-On starts on the view page when the project has Try-On". The sample templates (pendant, bracelet, earrings) have no Try-On.
How do I delete or restore a configurator?
On its card, select ⋯ → Move to bin. Its rules, prices and file matches go with it. To bring it back, restore it from Bin in the sidebar. While it is in the Bin, its link and its embed do not work.
Where are my configurators in My Drive?
In the Configurators folder of My Drive. Each configurator is a folder. On a card, select ⋯ → Show files to open it. Keep the configurators in this folder: a configurator that you move out of it does not show in the Configurators section.