Video Commerce troubleshooting
When the video showcase doesn’t show in your store, it usually hasn’t been published, the page isn’t one of the chosen pages, no video is tagged with the page’s product, or the showcase didn’t find its spot in the theme. Follow the checks in order: the first ones take seconds. Further down are the cases where the video shows but customers can’t buy, and videos that don’t get ready.
The showcase doesn’t show in your store
Section titled “The showcase doesn’t show in your store”-
Check that you published.
In Video Commerce › Vitrines (Showcases), a showcase marked Nova · ainda não publicada (New · not published yet) or Alterada · publique para valer (Changed · publish to apply) hasn’t reached your store yet. Click Publicar (Publish) in the bar at the bottom of the screen and wait up to 1 minute. Reload the store page in a private window.
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Check that the showcase is active.
In the list, the switch must be on Ativa (Active). Pausada · os clientes não veem (Paused · customers don’t see it) means it’s saved but out of your store. Switch it on and publish.
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Check the showcase’s pages.
The showcase shows only on the chosen pages: all product pages, the home page, category pages or pages whose address contains a piece of text. For Páginas específicas (Specific pages), check that the text in O endereço contém (The address contains) really appears in the page’s address.
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Check that there are videos for that page.
In an automatic showcase on product pages, each product shows the videos tagged with it. With no tagged video, the bubble doesn’t show on that page, and the other formats show only the best-selling videos. Only videos tagged with a product enter, and new videos with no data yet come after. Outside product pages, an automatic bubble doesn’t show: use Vídeos escolhidos (Chosen videos). Tag the product in the videos and check that the video is Pronto (Ready). See Videos on products.
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Use Conferir na minha loja.
Open the showcase with Editar (Edit) and, in the Onde (Where) section, paste the page’s address and click Conferir na minha loja (Check in my store). If it says the spot wasn’t found, choose another spot, such as Acima do rodapé (Above the footer), or click Ajustar no visual (Adjust visually). See Check in my store.
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Test the installation.
In Video Commerce › Instalar (Install), paste the page’s address in Testar uma página (Test a page) and click Testar (Test). If you see Não encontramos o código da PROVEI.AI nesta página (We didn’t find the PROVEI.AI code on this page), install the code. See Installation and cart.
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Check whether the videos are paused in your store.
On the Video Commerce Início (Home) screen, Pausado na loja (Paused in the store) means the monthly limit was reached. The videos come back on their own when usage renews, or sooner if you change plans. If the dashboard says Video Commerce is turned off for your store, contact support. See Monthly usage.
Health alerts
Section titled “Health alerts”Provei tracks whether your showcases show on your store’s pages and alerts you in two places:
- On the Video Commerce Início (Home) screen, the health card shows Funcionando (Working) and when the showcase was last seen in your store. If a showcase didn’t show on some pages in the last 7 days, a yellow alert shows which ones, and the Ajustar (Adjust) button takes you straight to the showcase’s Onde (Where) section.
- On the dashboard’s Início (Home) screen, the Video Commerce card shows Nenhuma vitrine no ar (No showcase live) or that a showcase didn’t find its spot on the page, and how many active products still have no video.
The video shows, but customers can’t buy
Section titled “The video shows, but customers can’t buy”- The player shows no products: the video has no product tagged. Tag the products in the video’s details.
- The player doesn’t show Adicionar ao carrinho (Add to cart): the player adds to the cart only on the product’s own page, on supported platforms. On other pages, the product name takes the customer to its page. On Dooca, products with no size (only a color or another option) also go through the product page. See Add to cart from the video.
- The player asks to check the cart: your store didn’t confirm the add. Ask the customer to look at their cart before adding again. If it always happens, contact support.
The video doesn’t get ready
Section titled “The video doesn’t get ready”A video that doesn’t reach Pronto (Ready) doesn’t go into any showcase. Open the video in Vídeos (Videos) and read the reason in its details:
- O vídeo passa de 90 segundos (The video is longer than 90 seconds): trim the video to 90 seconds or less and upload it again.
- Não conseguimos ler este arquivo (We couldn’t read this file): export it again as MP4 or MOV and upload it again.
- O envio parou no meio (The upload stopped halfway), O envio não começou direito (The upload didn’t start properly) or O vídeo não terminou de processar (The video didn’t finish processing): upload the file again. If it keeps happening, contact support.
See When a video has a problem.
Frequently asked questions
I published the showcase, but it didn't show. How long does it take?
Up to 1 minute after publishing. Reload the page in a private window. If it still doesn't show, follow the checks on this page.
The showcase shows on some products but not others. Why?
In an automatic showcase, each product page shows only the videos tagged with that product. Tag the product in the videos and check that the Link do produto na loja (Product link in the store) is the page's address. It's in Produtos › Catálogo (Products › Catalog), when you open the product with Editar (Edit).
A new video doesn't show in the showcase. What do I do?
Check that it's Pronto (Ready) in Vídeos (Videos). In an automatic showcase, it needs a tagged product. In a showcase of chosen videos, add the video to the showcase and publish.