Common Issues and Fixes

This article covers the most common issues merchants encounter with VideoPoint and how to resolve them.

Widgets not displaying on my store

Check the app block. Go to your Shopify theme editor and confirm that the VideoPoint app block is added to the correct page template. Make sure you have saved the theme after adding the block.

Check the widget assignment. In the theme editor, confirm that the app block is linked to the correct widget from your VideoPoint dashboard.

Clear your cache. If you just set up a widget, clear your browser cache and reload the page. Some browsers cache the previous version of the page.

Theme compatibility. If your theme does not support app blocks (some older themes), use the custom code embed option instead. You can find the embed code in your VideoPoint dashboard under the widget settings.

Videos not generating

Check your AI Points balance. If you have run out of points, generation will not start. Check your balance in Settings > Usage and purchase additional points if needed.

Try a different template or model. Occasionally, a specific combination of inputs can cause a generation to stall. Try a different template or let VideoPoint auto-select the AI model.

Image quality. Very low-resolution or heavily edited product photos can affect generation. Use clear, well-lit photos on a plain background.

Products not syncing from Shopify

Wait a few minutes. The initial catalog sync happens automatically after installation and may take a few minutes for large catalogs.

Check the connection. Go to Settings in VideoPoint and confirm your Shopify store is connected. If the connection shows an error, try disconnecting and reconnecting.

Analytics not showing data

Allow time for data collection. Analytics require shoppers to interact with your widgets. If you just set up your first widget, wait until you have some traffic before expecting data.

Check widget placement. If a widget is on a page with very low traffic, analytics will accumulate slowly. Place widgets on your highest-traffic pages for faster data collection.

Getting help

If the issue persists, contact VideoPoint support through the in-app chat (Basic plan and above) or via email. Include your store URL and a description of the issue for the fastest resolution.