Frequently Asked Questions

Can I see a live demo of the galleries?

Yes. Here are live examples from our demo Shopify store:

UGC Page Gallery (vertical): View demo
UGC Page Gallery (horizontal): View demo
UGC Product Gallery: View demo

To learn how these are embedded, see the How To Guide.

How does Socialphotos work?

Socialphotos follows a simple flow:

Collect UGC from Instagram, customer uploads, or your own uploads
Manage that UGC inside the Socialphotos app
Display UGC in galleries across your Shopify store
Tag products to make UGC shoppable

Once a product is tagged, the same UGC can drive sales wherever it appears. For the big picture, see How it works.

What is the difference between UGC Page Gallery and UGC Product Gallery?

UGC Page Gallery is embedded on any page (homepage, landing page, blog post, collection page). You control which UGC appears in that gallery.

UGC Product Gallery is embedded on product pages and shows UGC tagged to that product.

Want to see both in action? Use the demo links above.

What is a Shoppable Gallery?

Shoppable is not a separate gallery type. Any UGC becomes shoppable after you tag products to it.

Once tagged, the shopper can click the content, see the tagged products, and go to the product page to purchase.

Can I customize the gallery to match my store design?

Yes. You can customize layouts, spacing, colors, fonts, the upload button, and the pop-up modal.

See the Customize Gallery Guide.

How do I cancel my Socialphotos subscription?

You can cancel your subscription directly inside the Socialphotos app.

Go to Settings → Billing → FREE.

When you switch to the FREE plan:

Your paid subscription is automatically cancelled
You are moved to the FREE plan immediately
No future charges will occur

You do not need to contact Shopify or uninstall the app to cancel.

I was charged for Socialphotos. Can I get a refund?

Socialphotos uses Shopify’s app billing system. Charges appear on your Shopify invoice.

Step 1: Confirm the invoice.
Go to Shopify admin → Settings → Billing → View invoices and look for a Socialphotos invoice marked as paid.

If you see a paid invoice:
Contact us with your Shopify store URL and the invoice number so we can review it.

If you do not see a paid invoice:
Then no charge has been processed yet.

Note: Shopify may apply credits automatically for some plan changes. For more on how Shopify handles subscription billing and proration, see: Shopify subscription billing docs.

What happens if I change my plan mid-cycle?

Plan changes are handled by Shopify. When you upgrade or downgrade, Shopify may apply a prorated charge or a prorated credit depending on timing.

If you are unsure what happened on your bill, the fastest way to confirm is your Shopify invoice. See: Shopify subscription billing docs.

Does Socialphotos work with page builders?

Yes. Socialphotos works with popular Shopify page builders such as GemPages, Shogun, PageFly, and others.
Learn more about page builders.

Why is my Instagram disconnected?

Instagram connections can be disconnected for reasons outside of Socialphotos control, such as password changes, security checks, or account inactivity.

To reconnect, go to Settings → Instagram and click Connect Instagram.

Does Socialphotos work on BigCommerce or Magento?

No. Socialphotos is built specifically for Shopify and is not available on other platforms.

Why am I not seeing my past Instagram mentions?

Instagram does not allow third-party apps to fetch past mentions. Socialphotos can only collect new mentions that occur after you connect Instagram.

Does Socialphotos support other languages?

Yes. Socialphotos supports all languages and character sets.

Does Socialphotos support emojis?

Yes. Emojis in captions and uploads are supported.

Why can’t I find all my products when tagging UGC?

Socialphotos syncs products from Shopify automatically.

If you just added a new product, trigger a manual sync from:
Galleries → Products → Sync