Trouble adding video to product media

[LunariaLearning]

I have a product I'm selling on my website with the Shopify Buy Button. When I add a video to the product media, the video doesn't show up on my website. The images are displaying fine, so it's only a problem with the video displaying. Is there something else I need to do to get videos to show up when using a Buy Button?

[Moira]

Hey @LunariaLearning,

The Buy Button allows you to add both photos and videos to your product listing. When you add a video to your product media, it will be displayed in the same location as your product photos, typically above or below the product description.

However, it's important to keep in mind that the Buy Button is designed to be a lightweight e-commerce solution, so there may be some limitations on the types of videos you can add. For example, large video files or videos hosted on unsupported platforms may not display correctly.

In general, it's a good idea to keep your video files small and optimized for web viewing to ensure they load quickly and display properly on your product page. You may also want to test your product page on different devices and browsers to make sure your video displays correctly across different platforms.

Here are some steps you can take to troubleshoot the issue:

• Check the file format of the video: Shopify supports a variety of video file formats, but not all file types are compatible with all browsers. Make sure your video is in a format that's supported by Shopify, such as .mp4 or .webm.
• Check the size and resolution of the video: Large video files can take a long time to load, which can lead to slow page load times and a poor user experience. Shopify recommends keeping video files under 20 MB in size and using a resolution of 720p or lower.
• Make sure the video is hosted on a supported platform: Shopify supports videos hosted on platforms like YouTube, Vimeo, and Wistia. Make sure your video is hosted on one of these platforms and that the video link is entered correctly in your Shopify product page.
• Clear your browser cache: Sometimes, videos may not display due to a caching issue. Clearing your browser cache can help resolve this problem.

Let me know how you get on!

[tiffanyrloe]

Hi @Moira ! I'm having this issue too. I followed all the steps, but still can't get this to show up. Can you help?

[Moira]

Hey @tiffanyrloe!

Do you mind sharing your product URL with me so I can take a closer look?

[StanleyTse]

I have same issue as I tried to add URL YouTube link or loaded video to the media folder, but no video showing up in product page.  Does anyone can help?

[Moira]

Do you mind sharing your product URL with me so I can take a closer look?

[gabebarrett]

Hey Moira. I'm having the same issue. Pictures show up fine, but not videos I'm linking from YouTube. https://gamenightoutfitters.com/collections/board-games/products/dungeon-ball

[Moira]

Hey @gabebarrett,

To display 3D models or videos in your online store, you need to do one of the following:

• Use a theme that supports 3D models and videos. If you're using an older version of a supported theme, then you might need to update your theme to the newest version to use 3D models and videos.
• Modify your current theme. If you're comfortable reading and editing theme code, then you can learn more about adding media support to your theme and media UX guidelines in Shopify's developer doc

Otherwise, it looks like we’ll need to access your account in order to take a closer look at what’s going on! I suggest contacting our support team by live chat via the Help Center right here.

[TRTC]

Hello Moira, 

Can I get some of help too? Have a product with vid that I cannot get to play on it's listing pages. It is definitely within the Shopify parameters (less than 20MB, .MP4 format). It's there on the backend, but does not show up on the live page. 

[Moira]

Hey @TRTC,

Do you mind sharing your webiste url so we can take a closer look?