FAQ & Troubleshooting

My dashboard shows "Connect your Shopify store".

The brand has never been connected to a store. Install Tryvo from your Shopify admin — see Integrations.

My dashboard shows "Reconnect Shopify".

The store was disconnected or its access expired. Reconnect the same store — a brand is permanently linked to its first store.

My dashboard shows the plan picker.

There's no active plan and no running trial. Start the 14-day trial or pick a plan — see Plans & pricing.

I can't switch my campaign to Live.

Two things are required: Klaviyo connected and at least one persona and one angle on the campaign's AI tab. The locked button tells you which one is missing.

A buyer ordered, but wasn't invited.

Check that:

• the campaign is Live (draft and paused campaigns don't invite),
• the order is fulfilled in Shopify,
• the buyer agreed to email marketing,
• the product in the order is the campaign's product.

Invitations are created, but no emails arrive.

Emails are sent by your Klaviyo flow. Make sure a flow on submission_invited exists and is set to Live (not Draft or Manual). See Klaviyo troubleshooting.

My products are missing.

They sync from Shopify. Make sure they're active in Shopify and click Resync now under Integrations → Shopify.

How often can a buyer submit?

Up to 3 attempts per invitation. Once a video is in review or approved, no more attempts are possible.

How long can a video be?

Up to 2 minutes and 2 GB (MP4, MOV or WebM).

Can I undo an approval?

No — approval is final, because it issues the reward. Watch the video before approving.

A reward failed.

See Rewards → When a reward fails.

Can I try the buyer flow myself?

Yes: on the campaign's Submissions tab click Create test link. Test submissions don't count toward your limits and don't issue rewards.

Which languages are supported?

The dashboard is available in English and German (switch in the header). The buyer page always uses the campaign's content language, which you choose when creating the campaign. Your email language is whatever your Klaviyo templates use — you can filter flows by campaign_language.