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Videos Not Displaying

If your video galleries aren't showing up on your store, don't worry—there are a few common causes and they're all easy to fix. Work through these checks to get your videos displaying.

Updated yesterday

Check 1: Video Gallery Block Added

The most common reason videos don’t display is the app block isn’t added to your theme.

How to check:

  1. Go to Online Store > Themes > Customize

  2. Navigate to the page where you want videos

  3. Look for a Video Gallery block in the page sections

  4. If missing, click Add section or Add block

  5. Select Video Gallery from the Apps list

  6. Click Save

Without the Video Gallery block added to your page, there’s nothing to display the videos.

Check 2: Gallery ID Entered in Block

Each Video Gallery block needs the Gallery ID to know which gallery to display.

How to check:

  1. In the theme editor, click on your Video Gallery block

  2. Look for the Gallery ID setting

  3. Ensure a Gallery ID is entered (copy it from your gallery page in the app)

  4. If empty, paste the Gallery ID from the app

  5. Save changes

A block without a Gallery ID shows nothing.

Check 3: Gallery Has Videos

Even with the correct gallery selected, the gallery needs videos to display.

How to check:

  1. In the app, go to Galleries

  2. Click on the gallery being used

  3. Check if it has videos listed

If the gallery is empty:

  • For auto-sync galleries: Verify the source has videos and run a manual sync

  • For manual galleries: Click Select Videos and add videos

Check 4: Videos Synced from Source

Your gallery may be configured correctly but no videos have synced yet.

How to check:

  1. Go to Sources in the app

  2. Click on your source (channel or playlist)

  3. Check the video count

If the source shows no videos:

  • Click Sync to manually fetch videos

  • Verify your YouTube account is connected

  • Check that the channel has public videos

Check 5: YouTube Account Connected

Videos can’t sync without a connected YouTube account.

How to check:

  1. Go to the app dashboard

  2. Check if your YouTube channel is shown as connected

  3. If not connected, click Connect YouTube and complete the setup

Check 6: Theme Compatibility

Some older themes may have limited support for app blocks.

How to check:

  1. In theme editor, ensure the Video Gallery block is placed in a supported section

  2. Try adding the block to a different section or page

  3. Most Online Store 2.0 themes support app blocks

For vintage themes: If your theme doesn’t support app blocks, you may need to upgrade to a newer theme or contact support for guidance.

Check 7: Browser Cache

Sometimes cached files prevent new content from displaying.

How to fix:

  1. Clear your browser cache

  2. Try viewing in an incognito/private window

  3. Try a different browser

Check 8: Preview vs Live Store

Make sure you’re testing on the correct version:

  • Theme preview — Shows unpublished changes

  • Live store — Shows what customers see

If videos show in preview but not on live store, you may need to publish your theme changes.

Quick Troubleshooting Checklist

  • Video Gallery block added to theme page

  • Gallery ID entered in block settings

  • Gallery contains videos

  • Source has synced videos

  • YouTube account is connected

  • Theme changes are saved/published

  • Browser cache is cleared

Still Not Working?

If you’ve checked everything above and videos still don’t display:

  1. Check browser console — Right-click > Inspect > Console tab. Look for JavaScript errors.

  2. Try a different page — Add a gallery block to a simple page to isolate the issue.

  3. Contact support — Provide your store URL and describe what you’ve tried.

What’s Next

Related Articles
Installation
Video Sources
Creating Galleries
Display Settings
Sync Issues
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