Exreelia Help Centre

Getting started

What does Exreelia do?

You post on Instagram. Your Shopify store updates itself. Exreelia checks your Instagram account every hour, copies new posts to our own servers, and shows them on your storefront. You never upload anything.

How long does setup take?

Two steps, about a minute.

1. Connect your Instagram account. Sign in with the account your store posts from. A Business or Creator account works, and you do not need a Facebook Page.
2. Add the feed to your storefront. One button in the app opens your theme editor with the feed already placed.

That is the whole setup. Everything after that is automatic.

Do I need a Facebook Page?

No. Exreelia uses Instagram Login directly. If another app told you a Facebook Page was required, that app is using the older Instagram API.

Which Instagram accounts work?

Business and Creator accounts. Personal accounts cannot be connected, because Instagram does not allow apps to read media from them. Switching a personal account to Creator is free and takes a few taps in the Instagram app.

How the feed works

How quickly do new posts appear?

Usually within the hour. Exreelia checks your account every hour, so a post can appear anywhere from a few minutes to about sixty minutes after you publish it.

It is not instant, and we would rather say so than have you refresh the page and think we are broken.

I deleted a post on Instagram. Why is it still on my store?

It will be gone after the next sync, within the hour. Instagram stays the source of truth: when a post disappears there, we remove it from your storefront and delete our copy of the file.

How do I hide a post without deleting it on Instagram?

In Media Library, click Hide on any post. It stays in your library but stops showing on your storefront. Select several posts to hide them together.

Hiding is permanent until you unhide. Syncing never changes it.

Is there a delete button in the app?

No, deliberately. Instagram is the source of truth, so anything deleted in the app would come back on the next sync within the hour. Use Hide to take a post off your store, or delete it on Instagram to remove it everywhere.

How many posts does the feed show?

6 on Free and 24 on Pro. Within that, you choose how many appear in each layout, setting rows and columns separately for phone and desktop in Customize.

My videos are not playing.

Videos play in place on the storefront. If a video shows only a still image, it usually means the file is still being copied to our servers. Give it a sync cycle and check again.

Why do other Instagram apps break and this one does not?

Instagram's own image links expire after one to three hours. Apps that point your storefront straight at Instagram show broken images once that happens. We copy every photo and video to our own servers and serve them from there, so your feed keeps working.

Putting the feed on your store

Where can the feed appear?

• Grid. A wall of posts
• Slider. One row that scrolls sideways, for tight spaces
• Floating post. A corner tap target on every page, which moves nothing

Grid and slider are two settings of the same feed, so one or the other is active. The floating post is separate and runs alongside either of them. Choose in Customize.

I cannot find Exreelia in my theme editor.

There are two different lists in the theme editor and it matters which one you are looking at.

• Add section → Apps is where the feed block lives.
• App embeds is a separate panel, and only holds the floating post.

If Exreelia appears in neither, your theme most likely does not support app blocks. Custom-built themes often do not, because the theme needs a section that accepts them. Two ways forward:

1. Turn on Instagram floating post under App embeds. It needs nothing from your theme and works on any store.
2. Ask your developer to add an Apps section to the theme, which lets the grid and slider be placed anywhere.

If you are stuck, email us and we will do it for you. It is a small change.

Can I put the feed on more than one page?

Yes. In Customize, open a layout and use Add to another page. It takes you to the theme editor with the feed ready to place on a page it is not on yet.

Will the feed slow my store down?

No. Space for each post is reserved before the images arrive, so your page does not jump while it loads, and posts below the fold load only when scrolled to.

Products and analytics

Can shoppers buy from a post?

Not yet. You can attach products to a post in Media Library, and the shoppable storefront that displays them is in progress. This page will be updated when it ships.

Why does Analytics say it is waiting for data?

Analytics needs about a week of real visitors before the numbers mean anything. Rather than show you a screen of zeros on day one, it waits until there is something worth reading.

You will see which posts get tapped, how many shoppers your feed brings in, and the rate between the two.

Does Exreelia track my customers?

No. Nothing on the Analytics page identifies a shopper. We count that the feed was seen and which posts were tapped, and nothing else.

Languages

Can I translate the text in the feed?

Yes. Translation lets you edit every piece of storefront text Exreelia shows, in any language your store publishes. Anything you leave blank falls back to English.

The language list comes from your own Shopify settings, so if a language is missing there, publish it in Shopify first.

Billing

What does it cost?

Free is $0 with 6 posts and the grid layout. Pro is $8 a month or $80 a year, which saves 17%, and adds 24 posts, every layout, pinning and analytics. Pro comes with a 7 day free trial.

What happens when the trial ends?

If you cancel before day 7 you pay nothing. After that the plan begins.

What happens to my feed if I cancel?

Your feed keeps showing. You drop back to Free, which means 6 posts on the grid layout. Your settings and synced posts are all kept, so resubscribing puts everything back as it was.

Can I switch between monthly and yearly?

Yes, in Plans, without contacting us or reinstalling.

Troubleshooting

My feed stopped updating.

Open the app and look at the top of the Dashboard. It always says when the last check ran and when the next one is due.

The usual cause is Instagram access expiring. Exreelia renews it automatically, but if the account password changed or access was revoked from Instagram, you will see a message asking you to reconnect. That takes one click and nothing is lost.

I reconnected a different Instagram account and my posts disappeared.

That is expected. Connecting a different account clears the previous account's posts, because the two cannot be told apart on your storefront. Reconnecting the

same account keeps everything.

The feed shows nothing on my storefront.

Check, in order:

1. Is the feed block added to the page? The Dashboard tells you where it is showing.
2. Are all your posts hidden? Media Library shows how many are visible.
3. Are you on the plan you think you are? Free shows 6 posts, so a lapsed Pro subscription looks like missing posts rather than a missing feed.

If none of those explain it, email us.

Getting help

Email hello@exactwhy.com. A person answers, usually within one working day. No bots and no ticket queue.

Setup help is free. If you would rather we placed the feed and styled it for you, say so and we will.