thread Re: I can't add a custom video in Online Store

I can't add a custom video

eqyh — Mon, 27 Nov 2023 11:19:17 GMT

I can't add a custom video even though it's a feature on Square Online. I keep getting this error message. Can someone please help me? Thanks

Re: I can't add a custom video

Arie — Mon, 27 Nov 2023 23:56:03 GMT

Hi @eqyh,

I'm sorry to hear you're having trouble uploading video to your site!

Have you had a chance to clear your cache, and which browser are you using? Lastly, keep in mind the max size of 100 MB.

I'll keep an eye out for your reply.

Re: I can't add a custom video

eqyh — Tue, 28 Nov 2023 11:20:19 GMT

Hey Arie,

I've tried multiple browsers and multiple laptops to do this already. The video is 33 MB. What else can I do? Is this a bug?

Re: I can't add a custom video

Laurie_ — Thu, 30 Nov 2023 02:32:38 GMT

Hi @eqyh,

I'm just jumping in here while @Arie is out of the office!

Without having access to the file you're attempting to upload, or your Square Online Site Editor, it's a bit tricky for us to troubleshoot this issue via the Seller Community. However, we've ensured you'll have access to our phone Support Team when calling, so they can connect you with a Square Online specialist who can investigate this further with you.

Our lines will remain open until 5pm today (Melbourne time). You can reach out to our team at 1800 760 137.