Troubleshooting

Localized images aren’t showing

Work through these in order:

1. Is the block on your product template? Open the theme editor on a product page and check the GeoGallery block is in the main product section, then click Save. If you changed themes, add it to the new theme. See Theme setup.
2. Is your plan active? Open GeoGallery Home. Step 1 of the checklist should say your plan is active. Opening Home also re-syncs your plan to your storefront.
3. On the Free plan? Only 3 products are localized. Check the product appears in the list on Home. See The Free plan.
4. Check the filename. It must start with two letters and an underscore, and the rest must match the default image: FR_shirt.jpg for shirt.jpg. Names like french_shirt.jpg, fr-shirt.jpg or FR shirt.jpg don’t work. See Naming your images.
5. Does the code match your mode? Language codes (FR_, DE_) for Language, country codes (US_, GB_) for Country. See Country vs language.
6. Is the image on the product? It must be in the product’s own media, not only in Content > Files.
7. Can customers reach that market? The language must be published, or the country set up in Shopify Markets.
8. Test the right URL. /fr/products/your-product for Language, /products/your-product?country=US for Country. Try a private window.

Every image shows to everyone, including localized ones

This means the GeoGallery block isn’t running on that product. Usually one of:

• The block isn’t on that product’s template (or on your live theme).
• Your plan isn’t active, or you uninstalled the app.
• You’re on the Free plan and this product isn’t one of your 3.

A normal image has disappeared

Check its filename. Any file whose third character is an underscore, such as my_shirt.jpg, is treated as a localized image for code MY and hidden from everyone else. Rename it (for example to my-shirt.jpg) and upload it again.

The default image still shows next to the localized one

The names don’t pair. After the code and underscore, the localized filename must match the default one (case and file extension don’t matter). FR_main-product.jpg pairs with main-product.jpg, but not with main_product.jpg.

Home says it found no localized images

The setup checklist looks at your 50 most recently updated products. If your localized images are on an older product, they still work on the storefront; the checklist just doesn’t count them. Editing and saving the product brings it into the check.

The gallery looks wrong on my theme

GeoGallery is tested on 188 themes (see the list). If images don’t switch properly, or the slider misbehaves, contact us directly at support@lenuslabs.com with your theme name and a link to the product, and we’ll integrate your theme for you.

AI translation problems

Message	What to do
“AI translation is busy right now, please try again tomorrow.”	Daily AI capacity is used up. Queued translations run automatically after midnight UTC.
“That needs X credits but you have Y.”	Pick fewer images or languages, or buy a credit pack.
“Translate at most 20 images at a time.”	Split the work into smaller batches.
“Those images already have translations for the chosen languages.”	Each image already has a version for those languages.
“This product has no default images to translate.”	All of its images already have a code. Only un-prefixed images can be translated.
“Google declined to edit this image”	Google’s safety filters may have blocked it. No credit was used. Try a different image.
“Translation failed” or “was interrupted”	No credit was used. Click Try again.
“AI translation isn’t available right now.”	Contact support@lenuslabs.com.
“Publishing to Shopify failed.”	Click Approve & publish again.

A translation that’s published but not showing on your storefront is a matching issue: AI translations use language codes, so set Match images by to Language or Country first, then language.

I bought credits but they aren’t there

Open the AI Credits page. GeoGallery checks your Shopify purchases each time you open it and adds any missing credits. If they still don’t appear, email support@lenuslabs.com.

Still stuck?

Email support@lenuslabs.com with your store address, the product link and what you expected to see. If you’d rather we set it up for you, we can do that for free through Shopify collaborator access (see the FAQ).