How to Troubleshoot Video Import, Playback, and Display Issues

videos look on your storefront, use this troubleshooting guide to resolve the most common issues quickly.

Resolving Video Import Issues

If a video fails to import or upload correctly, your first step should always be to delete the failed attempt and try re-importing the video. If the issue persists, check for these two common account and file restrictions:

• Plan Limits Exceeded: You may see an error stating, “You have reached the maximum number of videos allowed for your current plan.” To fix this, head to your Subscriptions tab in the Shopeo dashboard to upgrade your tier, or remove older, unused videos from your active library to clear up space.
  
• Social Media Duration Limits: You may see an error stating, “Video duration exceeds the maximum allowed limit for social media imports (5 minutes).” Shopeo caps direct link imports from platforms like TikTok, Instagram, or YouTube at 5 minutes to ensure proper compression. For longer content, simply use the direct file upload method instead, which comfortably supports longer video durations.

Fixing Playback Issues (Videos Not Playing or Loading)

If your video thumbnails appear but clicking them does nothing, or if the video section is completely blank, verify these three critical setup configurations:

• Verify Theme App Extension Activation: Ensure Shopeo’s core engine is turned on for your live theme. Go to your Shopify Theme Customizer, open the App embeds tab on the left sidebar, and ensure the Shoppable Videos toggle switch is flipped ON and saved.
  
• Double-Check Your Playlist ID: If a specific block is empty, click on the Videos by Playlist block in your theme layout tree. Check the right-hand settings panel to ensure your alphanumeric Playlist ID (e.g., pl-001) was pasted completely and correctly without any missing characters or accidental spaces.
  
• Confirm Product Tagging Links: If a video plays but the shopping features or interactive cards are missing, go back to the Videos tab in your Shopeo dashboard. Click Tag Products on that specific asset to confirm it is still actively mapped to a valid, published item in your live Shopify product catalog.

Adjusting Display and Layout Formatting Issues

Sometimes your video container layout might conflict with your primary Shopify theme styles, resulting in misaligned grids, broken spacing, overlapping text elements, or layout glitches.

• Review Your Layout Settings: First, try switching between Grid and Carousel modes inside your block settings, or change the Video aspect ratio (e.g., from 1:1 Square to 9:16 Vertical) to see if a native preset resolves the alignment issue automatically.
  
• Check Custom CSS Conflicts: If you or a developer added custom code to the Product Panel CSS Editor within the Style Customization dashboard, clear the custom code temporarily to check if a syntax error caused the layout to break.
  
• Connect with Shopeo Support: If your layout still appears distorted or doesn’t render properly across mobile and desktop screens, it is likely a template-specific CSS conflict. Reach out directly to the Shopeo Support Team, so our technical team can deploy a quick, custom styling patch for your storefront!