If something goes wrong
At a glance
- What you get
- Solve the most common problems yourself, or know what to write to support.
- Time
- 5 minutes
- Plan
- All plans
The app keeps taking me back to the setup
Why it happens: the guided setup isn’t finished. Until you choose a plan at step 4, the app opens only the setup, Plans and Support.
What to do: complete the four steps following Installation and first setup.
The Overview numbers show “—”
Why it happens: the app couldn’t read the catalog. It doesn’t mean zero images: it means it doesn’t know.
What to do: reload the page. If it keeps happening, the store may have revoked the app’s permissions: reinstall it or write to support.
A new image doesn’t appear in the list
Why it happens: the list shows what the last scan found.
What to do: open the Overview and press Update the scan.
An image stays on the original in the theme
Why it happens: the theme references the image directly and the app doesn’t edit the theme. Those references stay on the original file, which keeps working. Cover images of collections and articles also stay on the original.
What to do: nothing, the store works as it is. You can still convert the image: gallery, variants and texts move to WebP, the theme keeps using the original.
An image won’t convert
Why it happens: it’s already WebP, it’s over 20 MB, it’s too large (over 80 megapixels for a JPEG, 40 for other formats), its format isn’t supported or Shopify reports an error on the file.
What to do: open the image’s page: the message says which case it is. You can shrink the file, upload it to Shopify again and then scan again.
The conversion stops halfway
Why it happens: one step didn’t succeed, for example because of a temporary network problem.
What to do: open the image’s page and press Resume the conversion or Try again. The steps already done are not done again. See Convert a single image.
“Convert all” stopped
Why it happens: you closed the page, you reached the 100 images of the Free plan, Shopify didn’t answer about the plan, or five images in a row didn’t convert.
What to do: read the box at the top of the page and follow Convert all your images.
The undo didn’t put the original back in one text
Why it happens: after the conversion someone changed that very reference in the text. The app leaves it alone so as not to wipe out the edit.
What to do: if you want the original there too, fix the text by hand. See Undo a conversion.
The store isn’t faster
Why it happens: the app converts files; it doesn’t promise better loading times. Shopify already serves modern formats for resized images.
What to do: nothing to fix: the app does what it says, that is it moves your images to WebP without breaking anything.
“Something didn’t work” appears
Why it happens: the app couldn’t load the page. The screen is shown in the app’s language.
What to do: press Reload. If it happens again, write to support and paste the line shown in the grey box.
Write to support
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Open Apps › IFG WebP Image Optimizer › Support. You can also use the Support link at the bottom of every page of the app.
What you’ll see: the Frequently asked questions and the box “Need help?” with the buttons Contact support and Open the documentation.
- Press Contact support. Your email program opens with the address and the subject already filled in, store name included.
- Write what you were doing, on which image (the file name) and the message you saw. If there’s a Technical detail, copy it.
- Send it. We reply by email.
If your email program doesn’t open, write to info@ifgecommerce.com.