Videos not appearing on product pages

If your videos are not showing up on a product page, the most common causes are a widget source mismatch, incorrect product tags, or a sync delay. Work through these checks in order.

Check your widget is live on your theme

Go to Widgets in your Moast dashboard and look at the Status column. A widget is Active when it is added to your published theme, or when shoppers have seen it on your store in the last 48 hours. If it shows Inactive, the widget is not live, so no videos can appear on any page. From your dashboard home, click Add to theme to open the Shopify theme editor and add the Moast widget.

Check your widget's product source

Open your widget in the widget editor and check which product source is selected. Each source decides which videos appear on each product page:

• Smart auto-match — videos appear automatically when they are tagged with the product on that page. If your videos are not tagged, they will not show up.

• Custom product feeds — you manually pick which videos appear on each product page. If you have not selected media for a specific product, nothing will appear on that product's page.

• Universal feed — the same videos appear on every product page. If no media is added to the widget, no videos will show.

Check your product tags

If you are using Smart auto-match, make sure each video is tagged with the correct product in your Media Library.

1. Go to Media in your Moast dashboard.

2. Click the video that is not appearing.

3. Check the Products section to confirm the correct product is tagged.

4. Save any changes and wait a few minutes for the widget to update.

Check for hidden or pending media

Media that is hidden or waiting for approval will not appear on your storefront, even if it is selected in the widget. Open your widget in the widget editor. If selected media is hidden or pending approval, a warning banner at the top of the preview tells you which items are affected.

To approve pending media without leaving the editor, click Edit on the affected media in the preview. If the media is waiting for approval, the Edit media window shows a Review media section explaining that the media will not be displayed until it is approved. Click Approve. The banner clears and the preview refreshes.

You can also approve pending media from the Media page in your Moast dashboard. Media that is only hidden cannot be approved. Go to the Media page and set it to show instead.

Wait for sync

Moast automatically syncs your widgets when new media is added or tags change. This can take a few minutes. Moast also checks feed status in the background and repairs it automatically if it drifts, so a widget that disappears because of a feed issue should come back on its own.

Check in incognito mode

Browser caching can sometimes show an older version of your page. Open your product page in an incognito or private browsing window to see the latest version.

Contact support

If your videos still do not appear after trying these steps, contact our support team using the chat bubble in the bottom-right corner of the Moast dashboard.