Frequently Asked Questions
Q: Why is my 3D model appearing dark or black?
A: Ensure your 3D .glb model has proper PBR (Physically Based Rendering) materials and normals exported from your 3D software (Blender, Maya, 3ds Max). In Shopify Theme Customizer, you can also adjust the Wise360 block’s exposure and studio lighting preset.
Q: Does Wise360 slow down my storefront loading speed?
A: No. Wise360 utilizes lazy-loading and Shopify’s global CDN. The 3D viewer only initializes when the customer scrolls to the product gallery, preserving your store’s Google Lighthouse and Core Web Vitals speed scores.
Q: Can I use USDZ files for iOS AR?
A: Yes! When you upload a .glb model to Shopify, Shopify automatically generates a corresponding .usdz file. If you have a custom .usdz file, you can upload it directly into Shopify Product Media.
Q: How do I remove the Wise360 branding watermark?
A: White-label mode (watermark removal) is automatically enabled on all paid plans (Starter, Growth, and Pro Enterprise).
Q: Need more assistance?
Contact our support team at support@wisemattic.com. We are here to help!