Frequently Asked Questions (FAQ)

Here are the answers to the most common questions about using ReelTok on your Shopify store.

Q: What counts as an "Impression"? A: An impression is counted every time a video thumbnail loads on the page. The formula is: 1 Page View × Number of Video Scenes in the Widget = Total Impressions. Example: If you have a carousel with 3 videos and 1 customer visits the page, that counts as 3 impressions.

Q: What happens if I go over my monthly limit? A: Your videos will stay live! However, you will be charged a small Overage Fee for every extra 1,000 impressions (the rate depends on your plan). If you prefer not to pay extra, you can enable the "Turn off when impression limit is reached" setting inside your Journey.

Q: How do I remove the "Powered by ReelTok" watermark? A: The ReelTok branding is removed automatically when you upgrade to the Growth or Scale plan.

Q: What is the best video format to use? A: We recommend .MP4 files (H.264 codec) that are Vertical (9:16 aspect ratio).

• Max Size: 100 MB (we recommend keeping it under 30 MB for speed).

• Max Length: 60 seconds (21-34 seconds is the "sweet spot" for sales).

Q: Can I use YouTube or Vimeo links? A: Currently, ReelTok requires you to upload video files directly to the app to ensure the best loading speed and interactive shopping experience.

Q: Why is my widget not showing up on the store? A: Please check these three things:

1. Is the Journey status set to Active (not Draft)?

2. Did you paste the correct Journey ID into the widget block settings in the Theme Editor?

3. Did you click Save in the Theme Editor?

Q: Can I show a different video for each product? A: Yes! You can use Shopify Metafields to assign a unique Journey ID to specific products. Check our guide on "How to Add a Different Journey Per Product" for steps.

Q: Will the app slow down my website? A: ReelTok is designed to load efficiently. However, we strongly recommend keeping your video file sizes under 30MB to ensure instant loading for customers on mobile networks.

Q: Can I customize the colors? A: Yes, you can use the Custom CSS section in the Journey settings to apply advanced styling, or use the built-in design settings to match your brand.