If your video gallery isn’t showing videos on your store, check these common causes.

Symptom: The block shows “Select a Video Gallery” message.

Solution: 1. Open the theme editor 2. Select the Video Gallery block 3. Enter your Gallery ID in the settings 4. Save your changes

Symptom: The block shows “No Videos in Gallery” message.

Solution: 1. Go to the app and check if the gallery has videos 2. If empty, go to Sources and sync your source 3. Verify videos appear in the source before adding to gallery

Symptom: The Video Gallery block doesn’t appear or work.

Solution: 1. Open the theme editor 2. Go to Theme settings > App embeds 3. Find YouTube Gallery and toggle it ON 4. Save your changes

Problems connecting your YouTube account or syncing videos.

Symptom: After connecting, no channels or playlists appear.

Possible causes: - The Google account doesn’t have a YouTube channel - You only have manager access to a Brand Account (not owner)

Solutions: 1. Create a YouTube channel: Go to youtube.com/create_channel and create a channel for your Google account 2. Use owner account: If you’re a manager of a Brand Account, you need to connect with the owner’s Google account instead 3. Connect a different account: Click “Connect another account” and sign in with a Google account that owns a YouTube channel

Symptom: Your Brand Account channels don’t appear after connecting.

Cause: The YouTube API only works with channel owners, not managers.

Solution: 1. During Google sign-in, select the Brand Account directly (not your personal account) 2. If you’re only a manager of the Brand Account, ask the owner to connect instead 3. Or, create a new YouTube channel on your personal Google account

Symptom: Error message when trying to sync videos.

Solutions: 1. Check your internet connection 2. Try disconnecting and reconnecting your YouTube account in Settings 3. Wait a few minutes and try again (YouTube API may have temporary limits)

Problems with videos not updating or appearing.

Symptom: You uploaded new videos to YouTube but they don’t show in the app.

Solution: 1. Go to Sources in the app 2. Click on the source (channel or playlist) 3. Click the Sync button to fetch new videos

Symptom: Videos appear in your source but not in your gallery.

Solutions: 1. Check if the gallery uses manual selection - you may need to add new videos manually 2. Edit the gallery and verify it’s connected to the correct source 3. For auto-sync galleries, check that videos match any filters you’ve set

Issues with how videos appear on your store.

Symptom: Video thumbnails appear distorted.

Solution: - Thumbnails are displayed at their original YouTube aspect ratio - Check your theme’s CSS for any conflicting styles - Try adjusting the “Videos per row” settings to give thumbnails more space

Symptom: Can’t navigate the carousel.

Possible causes: - You’re in Grid layout (arrows only appear in Carousel layout) - CSS conflicts with your theme

Solutions: 1. Verify you’ve selected Carousel layout in block settings 2. Check if custom theme CSS is hiding the arrows

Symptom: Clicking on a video doesn’t open the player.

Solutions: 1. Check your browser’s JavaScript console for errors 2. Disable any browser extensions that might block popups 3. Try a different browser to isolate the issue

Symptom: Can’t navigate between pages of videos.

Solutions: 1. Verify you have more videos than the “Videos per page” setting 2. Check for JavaScript errors in your browser console 3. Ensure the Video Gallery JavaScript file is loading correctly

Issues specific to certain Shopify themes.

Symptom: Can’t find the Video Gallery block in the theme editor.

Solution: 1. Make sure the app is activated in Theme settings > App embeds 2. Check that you’re editing a supported section (most page sections support app blocks) 3. Try adding a new section first, then add the block inside it

Symptom: Gallery looks different than expected or has broken styling.

Solutions: 1. Check if your theme has custom CSS that conflicts with the gallery 2. Try the gallery on a different page to isolate the issue 3. Contact support with screenshots for theme-specific help

If you’re still experiencing issues: