Unable to upload MOV file

[Calebarnett]

I have a few video files that are unable to upload. All are MOV files, the largest file is 14.3mb, all aspect ratios are 16:9 (1280x720), & for some reason I keep getting error "Aspect ratio must be between 100:1 and 1:100" when uploading via content -> files -> upload files. I will include a screenshot below. 

[PageFly-Richard]

Hi @Calebarnett 

This is Richard from PageFly - Shopify Page Builder App, I’d like to suggest this idea:

File requirements
You can upload files to the Files page in your Shopify admin. Files must meet the following requirements:

Image file requirements
Attribute Requirement
File size Maximum of 20 MB (megabytes)
Resolution Maximum of 20 MP (megapixels)
Aspect ratio Between 100:1 and 1:100
File formats JPEG, PNG, WEBP, HEIC, and GIF

Video file requirements
Attribute Requirement
File size Maximum of 1 GB (gigabyte)
Resolution Maximum resolution of 4K
Video length Maximum video length of 10 minutes
File formats MOV and MP4

If you have followed these requirements correctly and still have the error you can contact Shopify support to get the help you need.

Hope you find my answer helpful!

Best regards,

Richard | PageFly

[Calebarnett]

As stated above all requirements for video upload are met. I thought this was reaching out to Shopify Support, but I guess I was wrong. What do I need to do to reach out correctly?

[Calebarnett]

Bump

[PageFly-Richard]

@Calebarnett 

In this regard, you should contact Shopify directly to get the necessary support