Troubleshooting

Why aren't my shoppable videos appearing on my website?

If your shoppable videos are not appearing on your store, it may be due to one of the following reasons: Carousel video issues - App block not added: Make sure you have added the shoppable video app block to your theme. - Campaign is in draft: Only published campaigns will display. - Incorrect campaign ID: Ensure the campaign ID added to the app block is correct. (If you have priority settings, there is no need to enter campaign ID, our app will show the campaign with th highest priority) - Page builder themes: If your storefront theme was built using a third-party page builder (such as Shogun, PageFly, or GemPage,..), you may need special assistance with the integration. Please contact our support team immediately via live chat or by replying directly to this email at hi@reelpik.com. Our team will be happy to assist you with the integration setup. - Unselected products/pages: Verify that the products/collection/pages you are checking are the ones selected in your campaign settings. Floating reels Issues - App embeds not enabled: Go to your theme editor and make sure app embeds are turned on. - Campaign is in draft: Publish your campaign so it can display on your store. - Unselected page/products/collection: Confirm that the page/products/collection you are viewing is included in your campaign setup. If shoppable videos still don't display, here’s what you can do: - Duplicate your live theme and activate our app embeds on the duplicated theme. - Share the preview link of the duplicated theme with us so we can investigate and resolve the issue without affecting your live theme. If your theme is password-protected, please provide the password as well. (Click here to chat with us) - While we work on the issue, you can temporarily deactivate the app embeds on your live theme. Thank you for your cooperation. We’re committed to resolving this issue for you as quickly as possible. Many thanks for taking the time and choosing us. We value your feedback — it helps us continuously improve our apps and provide you with a better experience. 🖥️ Demo store: Check out here with password: 1 👉 Chat with us: Share your feedback directly with our team. 👉 Email us: hi@reelpik.com 👉 Explore more apps: Discover more Fordeer apps. 👉 Join our community: Join ForDeer Community to get the latest updates, tips, and special deals. 🕐 Working hours: 8:30 AM – 5:00 PM (UTC+7), Monday–Friday. We typically reply to live chats within minutes and emails within a few hours. Need help? Feel free to reach out anytime via live chat or email!

Why does my ReelPik video widget appear gray?

Overview You may occasionally see a gray placeholder before a ReelPik video appears or starts playing. In most cases, this is temporary and does not mean that the video has failed or that ReelPik is slowing down your entire storefront. A video needs to be rendered through Shopify Files before it can be displayed on your storefront. Depending on your network, device, browser, and the number of videos on the page, this process may take a short amount of time. Why does a ReelPik video appear gray? A gray placeholder may temporarily appear for several reasons: 1. Network conditions A slow or unstable internet connection can delay the video data needed for playback. https://youtu.be/obentHRdzEU 2. Device or browser performance Your browser needs processing resources to decode and render videos. On some devices or browsers, this may take longer. 3. Multiple videos on the page When multiple videos are displayed at the same time, the browser may prioritize some resources and load or render other videos progressively. 4. CDN conditions Video delivery time can vary depending on your location, network routing, and cache status. Note: Video loading time and overall page loading time are not necessarily the same. Your storefront may already be fully usable while some videos are still loading or being prepared for playback. What if the video stays gray after the page has finished loading? If the gray placeholder remains for an extended period and the video never appears, this may indicate an issue that requires further investigation. Before contacting our support team, please check the following: - The page has completely finished loading. - The video still remains gray. - The issue is not caused by a temporary network problem. - The issue can be reproduced after refreshing the page. You can also try the following troubleshooting steps: 1. Refresh the page and check whether the video loads normally. 2. Try another browser or device to see whether the issue is browser- or device-specific. 3. Try another network connection, if possible. 4. Check whether the issue affects one specific video or multiple videos. 5. Wait until the page has completely finished loading and confirm that the video still remains gray. What information should you provide to ReelPik Support? If the issue persists, please record a short screen recording showing the problem. If possible, start the recording before refreshing the page and continue until the page has finished loading while the video remains gray. Then contact our support team and provide: - The screen recording - Your store URL or Shopify domain - The page URL where the issue occurs - The affected video or ReelPik widget - The device and browser you are using - Whether the issue occurs consistently or only occasionally We value your feedback — it helps us continuously improve ReelPik and provide you with a better experience. 🖥️ Demo store: Check out here with password: 1 👉 Chat with us: Share your feedback directly with our team. 👉 Email us: hi@reelpik.com 👉 Explore more apps: Discover more Fordeer apps. 👉 Join our community: Join ForDeer Community to get the latest updates, tips, and special deals. 🕐 Working hours: 8:30 AM – 5:00 PM (UTC+7), Monday–Friday. We typically reply to live chats within minutes and emails within a few hours. Need help? Feel free to reach out anytime via live chat or email!

How to set up a duplicated theme for video testing?

Overview To help us check your video campaigns without affecting your live store, follow the steps below to duplicate your current theme and enable ReelPik campaigns on the duplicate. Once completed, please send us the theme preview link and your store password (if applicable) so our team can check the issue. Step 1: Disable ReelPik on Your Current Theme Before testing on a duplicated theme, make sure the ReelPik widget you want us to check is not active on your live theme. For Floating Reel 1. Open your current theme in the Theme Editor. 2. Go to App embeds. 3. Find ReelPik and turn it off. 4. Click Save. For Carousel, Grid, and Other Widget Types If you have added a ReelPik app block to your live theme, you can hide or remove the block while testing if needed. Important: Remember to click Save after making any changes. Step 2: Duplicate Your Current Theme 1. Go to Shopify Admin → Online Store → Themes. 2. Find your current theme, open the theme actions menu, and select Duplicate. 3. Wait for Shopify to finish creating the duplicated theme before continuing. Step 3: Enable ReelPik on the Duplicated Theme How you enable ReelPik depends on the widget type you want us to check. Case 1: Floating Reel For a Floating Reel, enable the ReelPik app embed: 1. Open the duplicated theme in the Theme Editor. 2. Go to App embeds. 3. Find ReelPik. 4. Turn the app embed on. 5. Click Save. Your Floating Reel can now appear on the duplicated theme according to your campaign settings. Case 2: Carousel, Grid, and Other Widget Types For Carousel, Grid, or other embedded widget types, add a ReelPik app block: 1. Open the duplicated theme in the Theme Editor. 2. Navigate to the page where you want the ReelPik widget to appear. 3. Click Add section or Add block, depending on your theme. 4. Select the appropriate ReelPik app block. 5. Position the block where you want the widget to appear. 6. Click Save. Important: - Make sure the ReelPik campaign you want us to check is activated. - Use the setup method that matches your widget type. - Remember to click Save after making changes. Step 4: Send Us the Theme Preview Link 1. Go back to Online Store → Themes and find the duplicated theme. 2. Click Preview to open the duplicated theme. 3. Copy the preview link from your browser and send it to us. Please send us: Your duplicated theme preview link. Step 5: Send Us Your Store Password If your storefront is password-protected, we will also need the password to access the preview. 1. Go to your store's password settings. 2. Find your store password. 3. Copy the password and send it to us together with your preview link. Please send us: - Duplicated theme preview link - Store password (if your store is password-protected) We value your feedback — it helps us continuously improve our apps and provide you with a better experience. 🖥️ Demo store: Check out here with password: 1 👉 Chat with us: Share your feedback directly with our team. 👉 Email us: hi@reelpik.com 👉 Explore more apps: Discover more Fordeer apps. 👉 Join our community: Join ForDeer Community to get the latest updates, tips, and special deals. 🕐 Working hours: 8:30 AM – 5:00 PM (UTC+7), Monday–Friday. We typically reply to live chats within minutes and emails within a few hours. Need help? Feel free to reach out anytime via live chat or email!

Where to find Shopify's collaborator request code?

Overview When our support team needs access to your Shopify store to troubleshoot an issue or help with app settings, we may ask for your collaborator request code. This is a unique 4-digit code that allows us to send an access request to your store. Sharing the code does not give us immediate access. You’ll still need to review and approve our request first. How to find your collaborator request code Step 1. Go to Users and permissions You need to navigate to Settings > Users and permissions within your Shopify admin. Step 2. Find the Collaborators section Scroll down to Collaborators. Here, you’ll find your store’s unique 4-digit collaborator request code.  Send this code to our support team, and we’ll use it to submit a collaborator access request. For Shopify Plus stores If you’re using Shopify Plus, you can find your collaborator request code under: Settings → Users → Security You can also find out how to get your collaborator request code by referring to this Shopify help article: Collaborator access code Note: When we send you a collaborator request, it means we need access to your store, to help you with settings or fix the problem reported. We promise to be careful with every setting on your store. Important notes - Sharing your code only allows us to request access. You’ll still need to approve the request. - You can select Generate new code at any time. This will invalidate your previous code. - We only request the permissions needed to investigate your issue or help configure the app. - We’ll handle your store and settings carefully and won’t make unnecessary changes. We value your feedback — it helps us continuously improve our apps and provide you with a better experience. 🖥️ Demo store: Check out here with password: 1 👉 Chat with us: Share your feedback directly with our team. 👉 Email us: hi@reelpik.com 👉 Explore more apps: Discover more Fordeer apps. 👉 Join our community: Join ForDeer Community to get the latest updates, tips, and special deals. 🕐 Working hours: 8:30 AM – 5:00 PM (UTC+7), Monday–Friday. We typically reply to live chats within minutes and emails within a few hours. Need help? Feel free to reach out anytime via live chat or email!

How can I contact support agent?

Overview If you need additional help or would like to speak with a human support agent, the ForDeer support team is here to assist you. You can reach us directly through live chat or email. Our team will get back to you as soon as possible during working hours. Contact us via Live Chat The easiest way to reach our support team is through live chat. Simply send us a message and describe the issue you're experiencing. Our support team will review your request and respond as soon as possible. 👉 Chat with us: Contact our support team Tip: You don't need to stay online while waiting for a response. If you go offline, we'll send our reply to the email associated with your store so you won't miss any updates. If you'd prefer to receive our reply at a different email address, please provide it in the chat. Contact us via Email You can also contact our support team by email: 👉 Email us: hi@reelpik.com or hi@fordeercommerce.io When contacting us, please include as much information as possible about your issue, such as: - A brief description of the issue - Your store URL - Screenshots or screen recordings, if applicable - Any steps you've already tried Providing these details can help our team understand the issue and assist you more quickly. Support Hours 🕐 Working hours: 8:30 AM – 5:00 PM (UTC+7), Monday–Friday. We typically reply to live chats within minutes and emails within a few hours during working hours. If you contact us outside these hours, feel free to leave a message. Our support team will get back to you as soon as we're available. We value your feedback — it helps us continuously improve our apps and provide you with a better experience. 🖥️ Demo store: Check out here with password: 1 👉 Chat with us: Share your feedback directly with our team. 👉 Email us: hi@reelpik.com 👉 Explore more apps: Discover more Fordeer apps. 👉 Join our community: Join ForDeer Community to get the latest updates, tips, and special deals. Need help? Feel free to reach out anytime via live chat or email!