Unable to upload videos from my App

Shopify Discussion
1

A couple of months ago, I was uploading items for my shopify and it stopped allowing me the uploading in the middle of adding material. Ever since then it doesn’t even give me the option. When I tried before the videos would just lock up and not finish and I’d have to start over. This is on my shopify App on my phone. I have tried uninstalling the App but that hasn’t worked. I’ve been just getting by with pictures and that doesn’t help my customers see the product well.

Any suggestions?

2

Hi @CMS1

I totally get how frustrating this must be, especially when videos are a key part of showcasing your products. Since you mentioned that the issue started when you were in the middle of uploading and now you don’t even have the option anymore, let’s break this down and go through some steps to get this fixed.

Possible Reasons & Fixes1. Check Shopify’s Supported Video Formats & Size Limits

Shopify only supports specific video formats (MP4, MOV, and WebM) and has a max file size of 1GB. If your videos were freezing before, it might have been due to a large file size or an unsupported format. Try compressing the video using HandBrake or any online compressor before uploading.

  1. App Permissions & Storage Space

    • Since you’re using the Shopify mobile app, go to your phone settings > Apps > Shopify > Permissions and ensure media access is enabled.
    • Check your phone’s storage—if it’s low, Shopify might not be able to process uploads properly.

  2. Try Uploading from a Browser Instead

    • If the app isn’t giving you the option anymore, try logging into Shopify via a mobile browser (use Chrome or Safari).
    • Go to Products > Add Media and check if you see the video upload option there.

  3. Clear App Cache & Reinstall

    • On Android: Go to Settings > Apps > Shopify > Storage > Clear Cache & Data, then restart your phone.
    • On iPhone: Delete and reinstall the app, then restart your phone before logging back in.

  4. Update Your Shopify App

    • Make sure your Shopify app is updated to the latest version via the App Store or Google Play.
    • Sometimes, Shopify removes or changes features in updates, so if the option disappeared, it might be a bug or intentional change.

  5. Check Shopify Status & Contact Support

    • Shopify may have temporary issues with media uploads. You can check Shopify’s status page to see if there are any ongoing problems.
    • If none of the above works, reach out to Shopify Support (here) and mention that the video upload option disappeared from your mobile app.

Quick Workaround

Since you’re relying on images for now, you could also embed a YouTube or Vimeo video in your product description as a temporary solution:

This won’t replace Shopify’s built-in video upload, but it can still help customers see your product better.

Hope this helps! If you need extra help, just let me know asap. Thanks

Daisy.