Why are replays not working when I use the Shopify mobile app to access Propel Replays?

Propel Replays operates by duplicating website code and replaying the modifications made during a shopper’s visit. The system doesn’t involve recording or playing back actual videos.

The Shopify mobile app relies on WebKit, a built-in browser, to display Propel Replays. When viewing a replay, you’re seeing a copy of your website rendered within this WebKit browser.

Playback errors can happen when WebKit fails to support certain HTML, CSS, or JavaScript elements present on your website.

Solution

To avoid compatibility issues, access Propel Replays through a standard web browser such as Chrome, Safari, or Firefox instead.

For iPhone Users

If the Shopify app opens automatically, disable this behavior:

1. Open the Settings app on your iPhone
2. Scroll down and select the app that’s opening automatically (Shopify, Facebook, Instagram, etc.)
3. Find the “Open Links” or “Open by Default” option and turn it off