Carousel doesn't work

[ANASNADDI8MA]

I'm using ATLAS AI STORE BUILDER and I'm using carousel section, I added 3 videos and they doesn't work at all, I've changed them, use them without audio, refresh, and nothing changed, they just don't work.

[Eryteebrilliant]

Troubleshooting Steps you take are:

• Make sure your videos are in supported formats like .mp4, .webm, or .ogg. Shopify and many themes don’t handle other formats well.

  • Are you uploading the videos directly or embedding from YouTube/Vimeo? If embedding, make sure autoplay is enabled and the video URLs are valid.

  • Carousel Section Limitations

    • Some carousel components are image-only or don't support video playback. Try adding your videos in a custom video section first to test if they play outside the carousel.

Let me know what video type/format you're using and how you're adding it—I’d be happy to dig deeper with you

[ANASNADDI8MA]

Hello,

I'm using videos with MP4 format, I just tested them with the video section and they work perfectly

But with Carousel they don't work

[Eryteebrilliant]

Hi,

Thanks for the update! Since your MP4 videos work in the video section but not in the carousel, it’s likely that the carousel section in the ATLAS AI Store Builder doesn't support video playback by default — it’s probably optimized for images only.

Although some Shopify builders include a slideshow section that supports both images and videos. Check if ATLAS offers a slideshow with video support — this can act as a video carousel alternative.

Hope you found this helpful

[ANASNADDI8MA]

Even if I want just to use it as image carousel, it's impossible cause it only accepts video formats not image formats

[Eryteebrilliant]

That’s definitely unusual. If the carousel only accepts video formats and doesn’t allow images, and the videos themselves don’t play, it sounds like this section might be broken or misconfigured in the ATLAS AI Store Builder.

Here’s what I recommend:
Sometimes, these builders label a section as "carousel" but actually build it for a specific media type. Double-check in the theme editor if there are any toggles like:

"Enable video autoplay"

"Media type: image or video"

Or maybe it’s labeled as a video carousel instead of a general one.

If possible, remove the carousel section and re-add it fresh — some builder bugs can be fixed that way.

[Eryteebrilliant]

You can as well contact ATLAS Support

Since the section doesn’t allow images and doesn’t properly play videos, it might be a bug. ATLAS support should be able to fix or replace the component for you.

---

Let me know which options you’ve tried and if you’d like me to help look through the section’s code or structure (if you can share it). Happy to assist further!

[ANASNADDI8MA]

-I've tried to remove it and use a fresh one, and still nothing

-I've tried it with many pages and not just one and still nothing

-I've tried to read the code and I actually don't know cause I don't know how to code and I don't understand it

-Finally I don't know how to contact atlas AI support team

[Eryteebrilliant]

Thanks for the update — and I totally get your frustration. You’ve already
done everything right by testing across pages and reinstalling the section,
so the issue likely lies with how that carousel section is built by the
ATLAS AI system.
Here’s What You Can Do Now: *Contact ATLAS AI Support*

Since this looks like a *bug or limitation*, the best step now is to report
it to their support team. Here's how:

-

*Go to your Shopify admin*
-

Click *Apps > ATLAS AI Store Builder*
-

There should be a *“Help” or “Support” button* inside the app dashboard
(usually in the top-right or bottom corner)
-

If not, check for an email or link like support@atlasbuilder.io or
similar

If you find it, just send them a short message

[Eryteebrilliant]

Have you been able to solve this?

[ANASNADDI8MA]

No unfortunately 😔