Troubleshooting & FAQ
Can several admins use one account at the same time?
You can create as many Shoplive admin accounts as you need for your company. We recommend not sharing a single Shoplive admin account.
How do I edit campaign information after creating it?
All campaign settings are made on the campaign details page. Click a title in the campaign list to go to its details page. You can also use the menu button on the right of each campaign to jump to the console, prompter, Data Insights or the viewer page, or copy the campaign with the copy button. Note that if you copy a campaign, product edits made in the copy are also reflected in the original campaign.
Can I change a private-mode campaign to a regular one after creating it?
You can edit private mode and the access code while the broadcast is ready or ended. Once the broadcast starts (on air or ending), they can’t be changed. The Admin shows the messages ‘Private mode and the password can’t be changed once the broadcast starts.’ and ‘Private mode and the entry code can’t be changed during the broadcast.’
Can I edit products with an Excel upload?
When you upload an Excel file, products already registered with the same URL and SKU are updated with the newly uploaded information.
What are product groups for?
Product groups let you quickly switch the products introduced in a broadcast to NOW (the product being introduced now).
What is the difference between "Send all at once" and "Limit per second"?
When many coupons are sent and many people download them at once, the server can be overloaded. To prevent this when you expect a traffic spike, you can set a limit on how many are sent per second.
What is the difference between the duration settings "No limit" and "Set time"?
No limit: shown until the operator deactivates the popup Set time: the popup deactivates automatically at the set time
What is the difference between a quiz and a survey?
If you set the type to Quiz, you must choose a correct answer.
If you set the type to Survey, you don’t have to choose a correct answer.
Is a thumbnail image required for quiz popups?
No, you don’t have to upload one. If you don’t set a thumbnail image for the quiz popup, the Shoplive default image is shown. To upload a new image, delete the existing one first.
What is the difference between the “No limit” and “Set time” durations?
- No limit: the question ends only when the operator clicks [Close quiz] in the console at the moment they choose, after which the answer can be revealed.
- Set time: the question ends automatically when the time set for the quiz passes, after which the answer can be revealed.
How are winners chosen?
- Winners can’t be chosen by the operator; the system selects them automatically.
- All correct answers: everyone who answered correctly is a winner, and a winner announcement screen is shown.
- n of the correct answers: n users who answered correctly are chosen at random, and a winner list screen is shown.
Does removing a popup from a broadcast delete it?
Even if you remove a popup from a broadcast, it stays in your company’s full popup list, and you can add it back to a broadcast at any time.
However, popups registered to a broadcast can’t be deleted.
I want to choose the video aspect ratio. What should I do?
The landscape (16:9) aspect ratio isn’t provided by default. If you need it, contact your Shoplive representative.
The ratio can be changed only while the campaign is ready and it isn’t a rerun.
How do I register default images?
If you want to register default images that are added automatically when a campaign is created, contact your Shoplive representative.
My broadcast doesn’t appear on the page. What should I do?
When you add a new campaign, this option is created as Off.
If you don’t publish it, the campaign isn’t included in the API list. It is excluded from campaign list queries and doesn’t appear in the collection list.
My broadcast doesn’t appear in the Shoplive Plugin. What should I do?
When you add a new campaign, this option is created as Private.
When you want viewers to see the broadcast, change this setting to Public and select Save; the broadcast then appears in the collection list.
Are all features available only in the app?
No. The newly added campaign creation and management features also exist in the PC Admin. The app extends some PC Admin features to mobile, and both share the same data in real time.
Is setting a replay range required?
If you don’t set a replay range, the entire broadcast is published as the replay.
Do I have to set a replay display period?
If you don’t set a start time, the replay is displayed automatically after the broadcast ends; if you don’t set an end time, it’s displayed indefinitely.
Does the video file include the chat?
The video file is the pure original video without player UI elements such as the logo, chat, Like animations and popups. Video files that include player elements aren’t provided.
Can reruns have replays too?
When you first create a rerun, the replay option is created as Off.
If you change the option to On, the rerun can also have a replay.
(For reruns, the API Plugin option is also created as Off. Changing it to On includes the campaign in the API list and shows it on the campaign collection page.)
Do I have to set up products again after creating a rerun?
When you create a rerun, all products and popups from the original broadcast are copied as they are.
Can I delete the original broadcast a rerun was created from?
An original broadcast that has a rerun can’t be deleted or reset.
Can I filter to see only reruns in the Admin?
Search with the keyword 'rerun' to see only campaigns that are reruns.
How do I make a Lottie file?
Refer to the following to make Lottie files with After Effects.