Upload and import problems
Uploads that don't appear in the library, files stuck on Processing, and Instagram or TikTok imports that fail.
I uploaded files but they're not in my library
Uploading puts files into Shopify Files. They join the library once you add them:
On Add media, open the Shopify Files tab. After an upload, the page switches there for you.
Wait for Processing to clear. Click Search to refresh.
Click each file you want. Your new files aren't selected for you.
Click Add to library at the top of the page.
See Upload videos and add from Shopify Files.
The Add to library button is greyed out
The button at the top of the page only turns on when you've selected files on the Shopify Files tab. Files marked Processing or Already added can't be selected. On the Instagram and TikTok tabs, use the Add to library button under the cards instead.
A file is stuck on Processing
The badge doesn't update by itself. Click Search, or reload the page, to check again. Large videos can take a few minutes for Shopify to prepare. If a file stays on Processing for a long time, open Content → Files in Shopify to see whether it failed there, and upload it again if so.
An upload fails
| Cause | Fix |
|---|---|
| The video is over 250 MB, or the image over 20 MB | Compress or trim it, then upload again. The message names the file, for example clip.mp4 is larger than 250 MB. |
| The file doesn't upload at all, or you see …must be MP4, MOV, JPG, PNG, or WebP. | Only those formats upload. Convert the file to one of them. |
| You dropped more than 8 files | Only the first 8 upload. Upload the rest in another batch. |
| …could not be uploaded. Check your connection and try again. | Your connection dropped or Shopify refused the file. Try that file again. |
| One file failed | The other files still upload. Fix the file named in the message and upload it again on its own. |
| The upload could not be started. Refresh the page and try again. | Reload the page and upload again. |
Videos and images upload the same way. If you see Uploaded to Shopify Files, the upload worked: the file is in Shopify Files and ready to add once it stops showing Processing.
An Instagram or TikTok link doesn't work
- Only public posts can be imported. Private accounts, stories, and profile links don't work.
- Image-only posts can't be imported. Only reels and video posts.
- Paste links on the matching tab: Instagram links on Instagram, TikTok links on TikTok. Links for the other platform are skipped.
- Instagram sometimes limits requests. Wait 10–15 minutes and try again.
- If a platform keeps blocking the import, download the clip and upload it instead.
See If a link doesn't work for every message and what to do.
I can't paste a link
The link box stays locked until you tick I confirm that I have obtained the necessary permissions, copyrights, and authorizations. Tick it, then paste your link.
An imported post shows Processing, and isn't in my library
Shopify took longer than usual to prepare the video. It's in Shopify Files, but not yet in your library. Wait a minute or two, open the Shopify Files tab, click Search, and add it from there. Clips added this way don't get the post's caption, so rename them and add a caption on the video page.
To keep the post's name and caption instead, wait until the file has finished processing, then import the same link again. See If a post shows Processing.
I have the same clip twice
- From Instagram or TikTok: Foxr skips a post it has already imported, and its card shows Already added. A second copy only appears if the first file was renamed or deleted in Shopify Files.
- From uploads: uploading the same video twice creates two files in Shopify Files, and each becomes its own clip. A single file can't be added to the library twice.
Delete the duplicate from the library, and from Content → Files in Shopify if you want the file gone too.
A clip I added isn't in the widget editor
- The widget editor lists clips from the Video library only. Check the clip made it into the library.
- Clips without a preview image, such as ones showing Media unavailable, aren't listed.
- Draft clips are listed, but they don't show on your storefront. See Status: Active and Draft.
The library won't load
If the page shows Could not load your library, reload it. If it keeps happening, contact us.