> For the complete documentation index, see [llms.txt](https://docs.globo.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.globo.io/options/product-personalizer/troubleshooting.md).

# Troubleshooting personalizer

Personalizer issues by symptom, in the order to check them.

Most Personalizer issues have one of four common causes: no background image, no content to display, a layer positioned for a different image, or a plan restriction. Work through the checklist first, then find the symptom that matches your issue.

## Start here

<table><thead><tr><th width="60">#</th><th width="290">Check</th><th>Where</th></tr></thead><tbody><tr><td>1</td><td>Is a background configured for the option set?</td><td><strong>Change background</strong> in the preview panel</td></tr><tr><td>2</td><td>Is <strong>Enable personalize</strong> on for the option?</td><td>The option's <strong>Personalizer</strong> tab</td></tr><tr><td>3</td><td>Is there anything to draw — a default value, or an uploaded file?</td><td><strong>Basic</strong></td></tr><tr><td>4</td><td>Is the Personalizer included in your plan?</td><td><a href="/options/plans-and-billing/compare-plans.md">Compare plans</a></td></tr></tbody></table>

## Nothing appears on the product photo

<details>

<summary>The preview is blank or shows only the product</summary>

In order:

1. **No background.** Open **Change background** and select one. See [Choosing the background](/options/product-personalizer/setup.md#choosing-the-background).
2. **Enable Personalize is off** in the options.
3. **Nothing to draw.** A text layer with no **Default value** draws nothing until the customer types. An image layer draws nothing until a file is uploaded or a value with an image is chosen.
4. **The layer is outside the image** or outside its [crop area](/options/product-personalizer/layer-settings/clip-area.md). Move the axis values towards 50.
5. **Opacity is at 0.**

</details>

<details>

<summary>There is no Personalizer tab on my option</summary>

That option type does not support the Personalizer. Twelve supported types include: Text, Textarea, Number, File upload, and eight selection types. See the [overview](/options/product-personalizer/personalizer.md#the-twelve-supported-option-types).

</details>

<details>

<summary>The tab is there but everything is grayed out</summary>

The Personalizer feature is not available in your plan.

</details>

<details>

<summary>It works in the builder but not on the storefront</summary>

Save the option set, then reload the product page. Also confirm that the option set is **Active** and published to the **Online Store**, and that the product you are testing on is one it applies to.

</details>

## The layer is in the wrong place

<details>

<summary>The layer is positioned wrongly on some products but not others</summary>

The product photos are framed differently. Positions are percentages of the image, so they are only accurate when your photos are consistent.

There are three fixes, in order of preference: standardize your photos, use **First product image only** with a consistent front-facing photo, or split the products into separate option sets.

</details>

<details>

<summary>Personalization appears on close-up and lifestyle photos</summary>

**Apply to** is set to **all product images**. Choose a single image instead.

</details>

<details>

<summary>The layer moved after I changed the background</summary>

This is expected because positions are relative to the background. Reposition every layer after changing the background.

</details>

<details>

<summary>Two layers overlap</summary>

They share a position. Give them different **Y position** values, or use [conditional logic](/options/conditional-logic/conditional-logic.md) so only one is visible at a time.

</details>

## Text problems

<details>

<summary>Long text runs off the product</summary>

Turn on [Auto-fit max width](/options/product-personalizer/layer-settings/curve-and-auto-fit.md#auto-fit-max-width), and set a **Max character** limit matching what physically fits.

</details>

<details>

<summary>Long text shrinks until it is unreadable</summary>

The character limit is too high for the printable area. Lower **Max character**.

</details>

<details>

<summary>The text is invisible</summary>

The color has too little contrast with the background, or **the opacity** is too low. Check the color against your background image rather than the builder panel. Over customer photos, add a thin [stroke](/options/product-personalizer/layer-settings/effects.md#stroke).

</details>

<details>

<summary>The font is not the one I chose</summary>

Confirm that it is still selected, then save and reload. For custom fonts, check that the font is uploaded in **Settings > Settings > General > Custom fonts** and that custom fonts are included in your plan. See [Fonts](/options/product-personalizer/layer-settings/fonts.md).

</details>

<details>

<summary>Some characters render in a different font</summary>

The font does not include glyphs for these characters. Choose a font with a broader character set and test it with names that include accented characters.

</details>

<details>

<summary>The curve looks wrong</summary>

Adjust the value and try a negative value if the arc bends the wrong way. If your product photo is at an angle, no curve value will produce a correct result. Use a flat, front-facing photo.

</details>

<details>

<summary>Bold or italic looks distorted</summary>

The font has no true bold or italic cut. Upload the proper weight as a custom font.

</details>

## Image problems

<details>

<summary>The uploaded image is squashed</summary>

**Background mode** is set to **Stretch**. Switch to **Cover**.

</details>

<details>

<summary>Customers' photos are cropped and they complain</summary>

**Cover** crops the image to fill the shape. Either use **Contain**, which leaves empty space, or enable the upload option's image editor so the customer can crop the image. See [File upload](/options/option-types/input-types/file-upload.md).

</details>

<details>

<summary>The image looks soft</summary>

The uploaded file is smaller than the size it is drawn at. Ask for a minimum resolution in the help text.

</details>

<details>

<summary>Selection values draw no image</summary>

Each value needs its own image in the value table. Check every value, not just the first.

</details>

<details>

<summary>Several images stack on top of each other</summary>

A multi-select option contributes one layer per selection. Limit it to one selection, or position it for the overlap.

</details>

## Customer control problems

<details>

<summary>Customers cannot move the layer</summary>

Turn on **Change position** under **Allow customers to**.

</details>

<details>

<summary>Customers place designs where I cannot print</summary>

Add a [crop area](/options/product-personalizer/layer-settings/clip-area.md) and leave its outline visible so they can see the boundary.

</details>

<details>

<summary>Designs arrive rotated or resized unusably</summary>

Turn off **Rotate** as well as **Resize** for text layers. Few products need either.

</details>

<details>

<summary>Adjusting the layer is difficult on a phone</summary>

Set the starting position and size to the values most customers need, so no adjustment is required.

</details>

## Cart and order problems

<details>

<summary>There is no design preview in the cart</summary>

Check **Personalize preview mode** in **Settings > Settings > General > Cart page**, and that it is available on your plan.

</details>

<details>

<summary>The design downloads instead of opening in the cart</summary>

**Personalize preview mode** is set to **Download file**.

</details>

<details>

<summary>My order line is unreadable</summary>

The option's **Name** is still at its default. See [Label and Name](/options/option-types/shared-settings/labels-and-visibility.md).

</details>

<details>

<summary>Customers cannot correct a typo after adding to cart</summary>

Turn on **Show "Edit Options" button in cart**. See [Cart page](/options/storefront-display-and-design/cart-page.md).

</details>

## Performance

<details>

<summary>The product page feels slow</summary>

Reduce the number of layers, use a smaller background image, and avoid thick strokes or large shadows on long text. Many layers on a large image render slowly on older devices.

</details>

<details>

<summary>The builder preview stopped rendering</summary>

The in-app preview is disabled on very large option sets. Test with **View in Store** instead. See [Live preview and inspector](/options/option-sets/live-preview-and-inspector.md).

</details>

## Still stuck?

When [contacting support](/options/help/contact-support.md), include the option set name, the option, its Personalizer settings, the product you are testing on, and a screenshot showing the result compared with what you expected.