Video Commerce appearance: questions

If you changed the Video Commerce Aparência (Appearance) and your store looks the same, click Publicar (Publish) and wait up to 1 minute: the tab saves the draft on its own, but your store only changes after you publish. The other answers cover the Enterprise plan fields, the logo, the bubble, the WhatsApp button, contrast, CSS, the first-visit guide and the preview.

For the full walkthrough, start with Customize the appearance. If your question isn’t here, write to suporte@provei.ai or message us on WhatsApp at +55 11 5296-0168.

I changed it and my store didn’t change

1. Check whether the bar at the bottom of the screen shows unpublished changes. If it does, click Publicar (Publish). Aparência saves the draft on its own, but your store only changes after you publish. See Publish and discard the appearance.
2. Wait up to 1 minute and reload your store, ideally in a private window.
3. If the change is on one showcase only, check whether it has a setting of its own, marked Só nesta vitrine (Only this showcase). See Per-showcase settings.
4. If no showcase shows at all, the problem isn’t the appearance. See The showcase doesn’t show in your store.

A field with the Plano Enterprise badge

Logo, logo for dark backgrounds, brand name in the player, fonts, CSS and removing the “Tecnologia por Provei.AI” badge are part of the Enterprise plan. On other plans, these fields stay visible, with the Plano Enterprise badge and the Conhecer planos (See plans) link, and you can’t change them. The search shows these fields too.

If your store left Enterprise, these settings stop showing in your store, but they stay saved. See If your store leaves Enterprise.

The logo won’t upload

• Use PNG or WebP. SVG logos aren’t accepted.
• The file must be up to 2 MB.
• Outside the Enterprise plan, Enviar imagem (Upload image) is disabled.

Importar do Provador didn’t bring the logo

Importar do Provador (Import from the Provador) copies the accent color and, on the Enterprise plan, the logo. Outside Enterprise, the notice says the logo was left out. If the try-on has no logo or color yet, nothing changes. See Import from the Provador.

The bubble covers another button

In Aparência › Elementos › Bolha, raise Distância da lateral (Distance from the side) or Distância do canto (Distance from the corner). There are separate settings for computer and phone. Search “whatsapp” in the settings search to get there directly.

The WhatsApp button doesn’t show in the player

1. In Aparência › Comportamento (Appearance › Behavior), check that Botão de WhatsApp no player (WhatsApp button in the player) is on and that there’s a number in Número do WhatsApp (WhatsApp number). With no number, the button doesn’t show.
2. Use a mobile or landline number with WhatsApp, with 55 and the area code. If the field shows Use um número com 55 e DDD (Use a number with 55 and the area code), the number wasn’t saved.
3. In the showcase editor’s Reprodução (Playback) section, check that Botão de WhatsApp no player isn’t turned off for that showcase only.
4. Click Publicar (Publish) and reload your store.

See WhatsApp question in the player.

Low-contrast warning

The warning only advises and doesn’t stop you from publishing. Click Corrigir contraste (Fix contrast) to use the readable color closest to yours. See Contrast warnings.

The CSS won’t save

The field says why, for example a class that isn’t public. The CSS can only use the vc-* classes, the data-vc-* attributes and common pseudo-classes, with no url(), @import, fixed position or viewport units. See Advanced CSS.

The first-visit guide is gone

The Deixe com a cara da sua loja (Make it look like your store) guide only shows on the first visit, while the appearance is the default. After Pular (Skip) or finishing, it doesn’t come back in that browser. Everything it does is in Estilo (kit and accent color), Marca (logo and Importar do Provador) and Elementos › Player (player theme).

The preview and the store look different

The preview shows the draft. Your store shows what was published. If the bar shows unpublished changes, publish and wait up to 1 minute. To compare, use the preview on the same device, Celular (Phone) or Computador (Computer), that you opened the store on.

See also

• Video Commerce: customize the appearanceThe Aparência tab of Video Commerce changes colors, logo, texts and the player of every showcase at once, with a live preview, and goes live when you publish.
• Video Commerce appearance: publishAparência changes are saved as a draft and only reach your store with Publicar. See how to publish, discard and handle warnings and conflicts.
• Video Commerce troubleshootingIs the video showcase missing or empty in your store, or can't customers buy from the video? Follow the checks in order and see the health alerts.