Support

Need a hand integrating Virtual Try-On, or seeing something unexpected in production? This page covers how to reach us, how to check service health, and the quickest fixes for the issues we see most often.

Get help

Talk to your integration contact

The fastest route is your THG Ingenuity account manager or integration contact — they can reach the engineering team directly and already have your tenant context.

Email support

For technical issues, email dl-isc@thehutgroup.com with your tenant name, environment, and the details below. We aim to acknowledge within one business day.

Help us help you faster

Include as much of this as you can — it usually turns a multi-day back-and-forth into a single reply:

• Tenant / brand and environment (non-production or production).
• Timestamp (with timezone) and, if you have it, the x-request-id response header from the failing call.
• The endpoint or SDK method involved (e.g. POST /upload-photo, THGVTO.generate()).
• What you expected vs. what happened, plus any console or network errors.
• A minimal reproduction (a code snippet or the product URL) where possible.

Service status

Both environments expose an unauthenticated health check you can poll or open in a browser:

| Environment | Health check | |-------------|--------------| | Non-production | https://api-nonprod.thg.dev/agentic-commerce/v1/vto/health | | Production | https://api.thg.dev/agentic-commerce/v1/vto/health |

A 200 OK means the API is reachable and serving. If the health check is green but try-on generation still fails, it’s almost always one of the issues below rather than an outage.

Common issues

Button never appears The SDK requires an explicit data-target — it never guesses. Re-check your selector and that the script tag loaded.

401 / 403 on API calls API keys are scoped per environment. Confirm you're using the production key against the production base URL (and vice versa).

Result image looks wrong Garment colour or fit issues usually trace back to the product image the pipeline selected. See how generation is configured.

Consent prompt not firing Consent is integrator-driven. Verify you've wired the consent API before the first generate() call.

Reporting a security issue

Please do not open a public issue for security problems. Email dl-isc@thehutgroup.com with SECURITY in the subject line and a description of the vulnerability, the affected endpoint, and reproduction steps. We’ll acknowledge receipt and keep you updated through to a fix.

Never share customer photos

When sending a reproduction, do not attach real shopper photos or any personal data. A product URL plus the request metadata above is enough for us to investigate.