Error when the customer is trying to add a product through our Shopify App

GraphQL Admin API Troubleshooting
1

We are a knit-on-demand platform, and some users are experiencing an issue when trying to add a new product through our Shopify app. The error message indicates that “The file is not supported on trial accounts.” However, we have tested this using a free trial account, and everything worked correctly. Has anyone else encountered the same issue?

mutation productCreate($input: ProductInput!, $media: [CreateMediaInput!]) {

productCreate(input: $input, media: $media) {

    product {

        id

    }

    userErrors {

        field

        message

    }

}

}

The error：

[{“field”:[“media”,“0”,“originalSource”],“message”:“The file is not supported on trial accounts. Select a plan to upload this file.”},

{“field”:[“media”,“1”,“originalSource”],“message”:“The file is not supported on trial accounts. Select a plan to upload this file.”},

{“field”:[“media”,“2”,“originalSource”],“message”:“The file is not supported on trial accounts. Select a plan to upload this file.”},

{“field”:[“media”,“3”,“originalSource”],“message”:“The file is not supported on trial accounts. Select a plan to upload this file.”}]

1 Like
2

Hey @Tiff,

Trial accounts restrict which file types can be uploaded. Supported formats are GIF, JPEG, PNG, WebP, HEIC, PDF, CSV, JSON, and JS/CSS. Anything outside that list (video, 3D models, etc.) requires a paid plan: https://help.shopify.com/en/manual/shopify-admin/productivity-tools/file-uploads

If you are using a supported file, another issue we have seen was around the URL format. In the post below, they were using a proxy service where the base URL before the query string didn’t end in .png or .jpg, so Shopify couldn’t identify the file type and rejected it on trial accounts. Adding the extension to the base URL fixed it: Issue Uploading Image via GraphQL API on Trial Store

3

Hey @Tiff, are you still experiencing this issue, or can I mark this as solved?

4

@KyleG-Shopify Thank you!

1 Like