Troubleshooting

The upload fails or stalls

Check these in order:

• Is the media server configured? Go to EternalReels, Settings and confirm the API base URL and API key are both filled in. Without them the plugin has nowhere to send the file
• Is the file within limits? The cap is 512 MB, and the accepted formats are MP4, WebM and MOV
• Is your license active? Uploading requires an active license
• Is your server timing out? On slow shared hosting a very large file can exceed the PHP execution limit. Try a shorter or more compressed video

Videos do not autoplay

Browsers only autoplay video that is muted. Go to EternalReels, Settings and make sure Start muted is ticked. With sound on, the browser will block autoplay and the shopper has to press play.

Some phones also block autoplay entirely when the device is in a battery saving mode. That is a device setting and not something a plugin can override.

The feed is empty

A product only appears in the feed when all of these are true:

• The product has a video uploaded
• Show this product in the shoppable feed is ticked on that product
• The product is published, not draft

Go to EternalReels, Manage Reels to see everything with a video at a glance. If you used the ids option in the shortcode, check that those IDs are product IDs and that each one has a video.

The Add to Cart button does nothing

• Confirm WooCommerce is active. EternalReels needs it
• If the product has variations, a variation has to be selected before the button becomes active
• If your theme or a caching plugin combines and minifies JavaScript, exclude saskreels from minification and clear the cache

The video plays but the poster image is missing

The poster is produced by the media server after the upload finishes. If you uploaded moments ago, give it a little time and reload. If it is still missing after a few minutes, replace the video.

License will not activate

• Copy the key straight from your dashboard. A key with a trailing space will not match
• Check you are using the EternalReels key. An EternalPWA key will be rejected as belonging to a different product
• Each key allows a set number of domains. If you have moved sites, deactivate the old domain from your dashboard first
• Your server has to be able to reach eternaltech.dev. Some hosts block outbound requests by default

The Elementor widget is missing

The widget only registers when Elementor is active. Confirm Elementor is enabled, then look for EternalReels in the widget search.

Still stuck

Write to support@eternaltech.dev with your site URL, your WordPress and WooCommerce versions, and what you see. We answer directly, the same team that wrote the plugin.