Videos or Reels are not playing

Video posts and Reels need Sell, Growth, or equivalent eligible legacy access. New videos also need time to process after the post sync discovers them.

[IMAGE PLACEHOLDER: Add a screenshot of Home > Your widgets > Edit > Appearance with Autoplay videos highlighted and a video visible in the preview.]

Check plan access

Open Billing and review the current plan. Free access can display a video post's image, but video playback is part of eligible paid or legacy access.

If video playback worked on your current plan before and stopped unexpectedly, treat it as a technical issue instead of assuming the plan changed. Contact support with the affected widget and post details.

Wait for processing

After a post refresh, video files are processed in the background for reliable storefront playback. Check again after a few minutes before requesting another refresh.

Check autoplay

Open Home > Your widgets > Edit > Appearance and review Autoplay videos. When autoplay is enabled, the feed attempts muted playback. When it is disabled, videos can play on hover in supported desktop browsers.

Save the widget after changing the setting.

Browser and device behavior

Browsers and devices can block or delay autoplay to save data, battery, or attention. Muted playback has the best support, but no storefront script can guarantee autoplay in every browser state.

Open the post popup and use its play and mute controls. If the same processed video fails in several current browsers, contact support and name the affected post.

Updated on: 10/08/2026