Why does a Reel show a picture instead of playing?

A Reel plays on your store once the app has copied it to your Shopify Files. Until then, or if it can’t be copied, the cover picture shows instead.

Common reasons

It’s new. → Reels are copied up to 3 per sync. Wait for the next sync, or click Sync now.
It’s older than your newest 24 Reels. → Only the newest 24 Reels you show are copied. Hiding newer Reels lets older ones play.
It’s over 200 MB. → Larger Reels show their cover.
Instagram didn’t provide the video. → Instagram often holds back the video for Reels with licensed music. Use original audio to play it on your store.
It’s a video slide in a carousel. → Video slides in carousels show their cover.
The shopper has reduce motion or data saver on. → Reels in the feed don’t autoplay for them. They still play in the popup.

Still having trouble? Contact us from Support inside Zegsu Instafeed and we’ll help you directly.