Product not showing on a video
A clip plays, but its product card or chip doesn't appear.
Work through these in order. Check on your live storefront in a private browser window, so nothing old is cached.
1. Is a product tagged, and saved?
In the app, click Video library and open the clip.
Under Call to action, the dropdown should say Product, with the product listed below it.
If you picked a product but didn't click Save, it isn't tagged yet. Click Save in the save bar.
If the dropdown says Collection or Custom link, those don't show anything to shoppers. Switch back to Product, tag the product, and save. See Tag a product.
2. Is the product active?
Only products with the Active status in Shopify are shown. On the clip's page, a warning badge next to the product, such as Draft or Archived, means it won't appear.
In your Shopify admin, open the product.
Set Status to Active, then click Save.
3. Is the clip itself a Draft?
A clip set to Draft in the Video library doesn't show in any widget, so its product doesn't show either. Open the clip and set Status to Active, then save. See Status: Active and Draft.
4. Have you waited a minute or two?
Tag and status changes reach your storefront within a minute or two, without saving your widgets again. Reload the page after that.
If a product that you removed from a clip is still showing, or a new one isn't, wait a little longer and reload. If the app couldn't be reached for a moment, the page shows the products as they were the last time you saved the widget. Reloading usually fixes it. If it doesn't, open the widget and click Save.
On a Product page widget with Show every clip when none match off, save the widget after tagging the first clip for a product.
5. Where are you looking?
- In the player: every layout shows the product card at the bottom of the video.
- On thumbnails: only Carousel and Grid show product chips, and only when the widget's Product card option isn't Hidden. Stories, Pop up, and Product page never show chips on thumbnails.
- In the mini player: the card is smaller, and the review stars are hidden.
See On the thumbnails.
6. Is it sold out?
With Hide out of stock products and variants on in Settings → Products, products with nothing available lose their card and chip. To keep them visible, turn the setting off. They then show Sold out instead.
7. Is it the first product?
Each clip shows one product. If a clip was tagged with several products in the past, only the first one shows, and if that one isn't active, nothing shows. Remove the product you don't want, tag the one you do, and save.
8. Is the clip in the widget?
Clips only show in widgets you've added them to, and a clip's product comes from its record in the Video library. If you deleted a clip from the library, it's removed from your widgets, so there's nothing to show.
The card shows, but tapping it goes to the product page
- Settings → Products → Buy button action is set to Link to the product page. Change it to Open quick add panel with product details to keep shoppers in the video.
- If the quick add panel can't load the product, shoppers are sent to the product page instead. Make sure the product is available on your Online Store sales channel, and in the shopper's market.
See Add to cart problems.
The card shows, but the review stars don't
Stars show when Show review score from products is on in Settings → Products, and the product has a rating.
Turn on Show review score from products and click Save.
Check that your reviews app saves its rating on the product. It needs to use Shopify's standard product rating, which apps like Judge.me and Yotpo do. A product with no reviews yet shows no stars.
Look in the full player, not the mini player. The mini player hides the stars.