App FAQ
Frequently Asked Questions
Everything you need to know about setting up and getting the most out of Videoselz.
Getting Started
1. What is Videoselz and how does it work?
Videoselz is a shoppable video app for Shopify. It lets you embed video carousels, stories, floating (picture-in-picture) players, and fullscreen watch pages directly on your storefront. Shoppers can watch videos, tap featured products, and add to cart without leaving the video experience.
2. How do I install Videoselz on my Shopify store?
Install the app from the Shopify App Store, then open your Shopify Admin → Online Store → Themes → Customize. Add the Videoselz app block to the section where you want videos to appear (homepage, product pages, or collection pages), then save your theme.
3. How long does setup take?
Most merchants are live in under 2 minutes. Install the app, add the app block to your theme, upload a video, tag a product, and you're done.
4. Do I need any coding skills to use Videoselz?
No. Everything is configured through the Shopify theme editor and the Videoselz dashboard. No code required.
5. Which Shopify plans are supported?
Videoselz works on all Shopify plans including Basic, Shopify, Advanced, and Plus.
Videos & Content
6. What video formats are supported?
Videoselz supports MP4 and MOV. We recommend MP4 (H.264) for the best compatibility and performance.
7. What is the maximum video file size I can upload?
The maximum upload size is 500 MB per video. For best performance, keep videos under 100 MB.
8. What is the recommended video resolution and aspect ratio?
For stories and carousels, use 9:16 (vertical) at 1080 × 1920px. For wide formats, 16:9 works well. Vertical video typically converts better on mobile.
9. Can I import videos from TikTok, Instagram Reels, or YouTube?
Yes. You can paste a public TikTok or Instagram Reels URL directly in the dashboard to import the video without re-uploading.
10. Can I use user-generated content (UGC) from my customers?
Yes. You can upload UGC videos your customers have shared, or import them from social platforms. UGC videos typically generate higher trust and conversion than branded content.
11. Is there a limit to how many videos I can have?
No. Videoselz does not restrict the number of videos you can upload. Upload as many as you need.
12. Can I reorder videos within a playlist?
Yes. Drag and drop videos in the playlist editor to reorder them. The order you set is the order shoppers will see them.
Products & Tags
13. How do I tag products in a video?
Open the video in your dashboard, click the shoppable tags editor, and select which products to feature. You can tag multiple products in a single video.
14. Can I tag multiple products in one video?
Yes. There is no hard limit on the number of products you can tag per video.
15. What happens when a shopper taps a product tag?
Depending on your CTA button behavior setting, tapping a tag either opens the Quickview panel (so shoppers can add to cart without leaving the video) or navigates directly to the product page.
16. Will product prices and availability update automatically?
Yes. Product prices, inventory, and variants are pulled live from your Shopify store, so they always reflect your current catalog.
17. Can I tag products that are out of stock?
Yes, and there's nothing special you need to do. Out-of-stock products are automatically displayed as "Unavailable" to shoppers — no need to remove or re-tag them. Once the product is restocked in Shopify, it becomes purchasable again automatically.
Playlists & Placements
18. What is a playlist?
A playlist is an ordered collection of videos you assign to a specific placement on your store (homepage, a product page, a collection page, etc.). One playlist can be used across multiple placements.
19. Do I need to create a playlist for every page?
For product pages, if you enable Add videos to product playlist while tagging, videos are automatically added to those product pages without a manual playlist. For your homepage and collection pages you do need to create and assign a playlist manually.
20. Can the same video appear in multiple playlists?
Yes. A single video can be added to as many playlists as you need.
21. How do I add a video carousel to my homepage?
Create a playlist in your dashboard, add videos to it, then go to Shopify Admin → Themes → Customize, find the Videoselz Carousel block, and select your playlist from the dropdown.
Video Players & Display
22. What display formats does Videoselz support?
Videoselz offers four display formats: Carousel (horizontal scroll), Stories (vertical swipe), Floating/PiP (picture-in-picture that follows the shopper), and Watch Page (full-screen immersive mode).
23. What is the floating player?
The floating (picture-in-picture) player is a small video window that persists as the shopper scrolls your page. It keeps your video visible while shoppers browse your product catalog.
24. Can I customize the appearance of the video player?
Yes. You can customize colors, fonts, button styles, shadow intensity, vignette, progress bar, and more in the Settings section of your dashboard.
25. Can I add my store logo to the watch page?
Yes. Go to Settings → Watchpage → Add Brand Logo and upload your logo image or enter logo text.
26. Can I hide the product overlay on product pages?
Yes. Enable Hide Product Overlay on Product Page in Settings → Carousel to keep the video clean when it's already on a product page.
Quickview & Cart
27. What is the Quickview panel?
The Quickview panel slides in when a shopper taps a product in a video. It shows the product image, title, price, variants, and an Add to Cart button — all without leaving the video.
28. Can shoppers check out directly from the video?
Shoppers can add to cart from the Quickview panel. Checkout itself takes place through your standard Shopify checkout flow.
29. Can I customize the Add to Cart button color?
Yes. Go to Settings → Quickview → Add to Cart Button Color and pick any color that fits your brand.
30. Does Quickview support product variants (size, color, etc.)?
Yes. All variants defined in your Shopify product catalog are available in Quickview. You can configure how they display in Settings → Quickview → Variant Display Behavior.
Analytics & Tracking
31. What analytics does Videoselz provide?
Your dashboard tracks video views, play rate, engagement (watch time), product tag clicks, Add to Cart events, and attributed revenue per video and playlist.
32. How is revenue attribution calculated?
A sale is attributed to a video when a shopper adds a product to cart via the Quickview panel or product tag click and completes checkout within the attribution window.
33. Can I connect Videoselz to Google Analytics or Meta Pixel?
Yes. Videoselz fires standard e-commerce events (view, click, add-to-cart) that are compatible with Google Analytics 4 and Meta Pixel. Enable this in Settings → Analytics.
34. Can I see which specific video is driving the most sales?
Yes. The Analytics dashboard shows per-video and per-playlist breakdowns of clicks, add-to-cart events, and attributed revenue.
Performance
35. Will adding videos slow down my store?
No. Videoselz uses lazy loading, so videos only load when they enter the viewport. The initial page load impact is minimal and we recommend reviewing our Performance Tips doc for additional optimizations.
36. Are videos served from a CDN?
Yes. All videos are served via a global CDN for fast delivery regardless of where your shoppers are located.
37. Does Videoselz work on mobile?
Yes. The players are fully responsive and optimized for mobile. Vertical (9:16) videos are especially effective on mobile.
38. Does Videoselz affect my Shopify store's Core Web Vitals?
Videoselz is built with performance in mind. Lazy loading and deferred video initialization keep LCP and CLS scores healthy. See our Performance Tips doc for best practices.
Theme Compatibility
39. Does Videoselz work with all Shopify themes?
Videoselz works with any Online Store 2.0 compatible theme. If you're on a legacy theme (1.0), contact our support team for assistance.
40. Will Videoselz break my existing theme customizations?
No. Videoselz is added as an app block, which is sandboxed from your theme's other sections.
41. Can I use Videoselz with Shopify Markets (multi-currency/multi-language)?
Yes. Prices displayed in Quickview respect your Shopify Markets configuration and show in the shopper's local currency.
Billing & Plans
42. Is there a free plan?
Yes. Videoselz offers a free tier so you can get started without a credit card. Paid plans unlock advanced analytics and priority support.
43. Can I change my plan at any time?
Yes. You can upgrade or downgrade your plan at any time from the Billing page in your dashboard. Changes take effect immediately.
44. Is there a contract or minimum commitment?
No. All plans are month-to-month with no long-term commitment required.
45. How does billing work on Shopify?
Videoselz billing is handled through Shopify's in-app billing system. Charges appear on your Shopify invoice alongside your other app subscriptions.
Troubleshooting
46. My videos are not showing on the storefront. What should I check?
- Confirm the Videoselz app block is added and saved in your theme editor.
- Check that the playlist assigned to that block is published and contains at least one video.
- Ensure the video has been processed (status shows "Ready" in your dashboard).
- Clear your browser cache and check in an incognito window.
47. A product is not showing up when I search to tag it. Why?
Make sure the product is published to your Online Store sales channel in Shopify Admin. Draft or archived products won't appear in the tag search.
48. Videos autoplay on desktop but not on mobile. Is that expected?
Yes. Most mobile browsers require a user gesture before playing video with sound. Videoselz autoplays videos muted on mobile (in line with browser policy), and shoppers can tap to unmute.
49. The carousel looks broken after a theme update. What should I do?
Re-open your theme in the Shopify theme editor, find the Videoselz app block, re-save it, and publish your theme again. If the issue persists, contact our support team.
50. How do I contact Videoselz support?
Email us at help@videoselz.com or use the live chat in your Videoselz dashboard. Our team typically responds within a few hours on business days.
Resources
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