GemViewer Support
Need help? Email senne21bogaerts@gmail.com and we'll get back to you within one business day. Include your shop domain and, if it's about a specific model, attach the .glb file.
Frequently asked questions
How do I add a 3D model to a product?
Open the GemViewer dashboard from your Shopify admin (Apps → GemViewer), pick a product, and drag your .glb file onto the drop zone. The model is uploaded to your store's own Files storage and linked to the product automatically.
How do I show the viewer on my product pages?
In the Shopify theme editor, open a product template and add the “3D Gem Viewer” app section (or app block) where you want it. Products with a model attached show the interactive viewer; products without one keep showing their photo.
Which file formats are supported?
GLB (binary glTF), which every major jewelry CAD tool can export — Rhino, Matrix, 3Design and others. If Shopify's own 3D upload rejects your file, upload it through GemViewer instead; our upload path accepts files the standard validator refuses.
The stones don't look right — what can I do?
GemViewer detects stones automatically and defaults to diamond. You can choose sapphire, ruby or emerald per product in the dashboard. If a model still renders incorrectly, email us the .glb and we'll look at it.
Will the viewer slow down my store?
No. The viewer only loads on pages that use it, pauses when scrolled off-screen, lowers its frame rate when idle, and falls back to your product photo on devices without WebGL.
What does GemViewer cost?
The free plan includes 1 product with a 3D model with all rendering features. The Unlimited plan is $49/month for unlimited products. You can upgrade or cancel anytime from the dashboard.