The shopper asked for less motion, or to save data
When the device asks for reduced motion, or Save-Data is on, background videos start on their first frame instead of playing. The play button still works.
The phone is in Low Power Mode
Low Power Mode on iPhone stops videos from playing on their own. They show their first frame, and the play button still works.
Someone pressed pause
Background videos have a pause button. Press play.
The file is not MP4
Upload MP4 (H.264) in ContentFiles. Other formats may not play in every browser.
The file is very large
Shopify prepares smaller versions of uploaded videos, but very large files take a while. Keep loops under 5 MB.
Was this guide helpful?
Still need help?Write to us with your shop's address and a screenshot. We reply within two business days, Monday to Friday, usually sooner.
Contact support