The live preview is missing, blank or in the wrong place

The preview doesn't show at all. Check that Show live preview on the storefront is on for the product (Shopify admin > the product > More actions > View personalization in Customei). On mobile, the preview opens from the Preview button by default.

The preview sits on the wrong image, or covers something it shouldn't. Your theme builds its product gallery in its own way. Go to Preferences > Storefront > Advanced theme selectors and set Product gallery image to your theme's main product image. Not sure what to type? Contact support.

Customers can't find their design in the gallery. With Gallery preview mode set to Append to product carousel, the customer's version is added next to your own photos. Turn on Slide the gallery to the live preview on option change so the gallery jumps to it the first time they answer a question.

An answer doesn't change the design. The option is probably not connected to a layer, or connected to the wrong one. Open the option set and test it in the preview pane on the right. Guide: Connect options to your design.

Some images are missing right after you publish. Large images are prepared after publishing. They appear on the storefront once they're ready, so check again shortly.

The preview looks different from the print file. The preview is drawn at screen size, the print file at print size. If a difference matters (a cut-off name, a shifted photo), contact support with the order number and we'll look at it.