FAQ

Setup

Do I need to edit my theme?

No, not on most Stencil themes. Turn on 3D adds the app’s script for you and picks the layout for your theme. From the 11th storefront on, you paste one snippet in Script Manager (how).

Which themes are supported?

Stencil themes. On Cornerstone-based themes and PapaThemes themes with the app’s gallery hooks, 3D appears inside the image gallery. On other themes the app uses a View in 3D button that opens a pop-up, or you can set custom selectors. Catalyst (headless) support is coming soon.

Does the app slow down my product pages?

The 3D model only loads when a shopper opens 3D. Until then the page shows your normal images. Keep models light (3 MB or less is the target) so they open quickly on phones.

I hid the setup guide. How do I get it back?

Click Help, then Show the setup guide. See The setup guide.

Models

What’s the best file format?

GLB. glTF and OBJ work when zipped with their textures, and FBX and STL also work. See Preparing 3D files.

I don’t have a 3D file. What can I do?

Ask the manufacturer or designer of the product for a GLB or glTF file, or have one made by a 3D artist or a 3D scanning service. The app doesn’t create 3D models from photos.

How long does processing take?

Usually under 2 minutes. You can leave the page while it runs.

Can I replace a model’s file without changing my products?

Yes. Open the model, Versions › Replace the model file (or ⋯ › Replace file). Products keep showing the current version until the new one is ready, then switch to it.

My model is the wrong size in AR.

Open the model, Presentation › Size and orientation, change Size (%), and save. See Scale, units and orientation.

Does the app reduce the number of polygons?

No. It compresses the model and shrinks textures larger than 2,048 px, but it doesn’t remove polygons. Reduce them in your 3D software if the model is heavy (budgets).

Are animations supported?

No, the app shows still models. Animation is removed (details).

Why can’t I delete a model?

A model that is live on products can’t be deleted. Choose another model for those products, or turn off their 3D, then delete it.

Products

Can each color have its own model?

Yes, with variant rules. If one file holds all colors as material options, use one model and pick a material per rule.

Can I hide 3D for some variants?

Yes: a rule that shows Hide 3D (details).

Can I give many products the same model at once?

Yes: on Products, select up to 50 products and click Set 3D model… (details).

I published but don’t see 3D on the storefront.

Wait a minute or two, then see 3D doesn’t show on my storefront.

Why did 3D turn off for a product by itself?

An option, value or variant that a rule uses was deleted in BigCommerce. To avoid showing the wrong model, the app turned 3D off for that product. Fix the rule and publish again (details).

AR

Which devices support AR?

iPhone and iPad (AR Quick Look) and Android phones that support Google’s AR services. On a computer, shoppers get a QR code to open the product on their phone. See AR.

AR works on iPhone but not on Android.

The model probably uses material features Android AR doesn’t support. See Android AR: unsupported material extensions.

Can I use my own USDZ file?

Yes, for iPhone and iPad (how).

Plan and billing

How much does it cost?

The private beta is free. We’ll email beta stores before anything changes. See Plan and usage.

Do AR launches count toward my plan?

No. Only 3D views count (what counts).

What happens if I go over my 3D views?

3D stays on up to 110% of your monthly views. Above that, 3D turns off until the next month, and shoppers see your normal images (details).

What happens to my models if I uninstall?

They’re kept for 30 days, then deleted. Reinstall within 30 days to continue where you left off.

Access

The app says my session expired.

In the BigCommerce control panel, go to Apps › My Apps and open Product 3D & AR again. Product changes you hadn’t saved are kept in that browser tab and come back when you return.

Can my staff use the app?

Yes. Only the store owner can change the plan and the notification emails.