If your video isn't playing when and where you expect it to play on your site, don't panic! 😱 🙂
Follow this guide to make sure everything is working properly:
Check your view restrictions (Display Settings > View Restrictions). The video might not be showing because you may have exceeded the view restrictions. To get around this, we suggest starting an incognito session in your browser to verify that it is displaying as expected to new visitors.
Check your URL and segmentation logic for any typos or errors ('contains', 'equals', etc.). Remember to pay close attention to the slashes and all values of the URL if you use 'is equal to.'
Example: If your website homepage is EQUAL to
https://mywebsite.com/ and your logic is set to URL is equal to
mywebsite.comyour video will NOT show because it does not match exactly. When using "equal to" logic on the homepage, you must ALWAYS include the
'/'at the end and the
https://at the beginning.
Check your video format and ensure that it has been completely uploaded. Remember: Use free online video converters to convert your video to the proper format (Kapwing is one of our favorites 😉 ).
As noted in the example above, if your video is on the homepage, and you are using the segmentation logic "equal to" you MUST include the forward-slash (“ / “) at the end of the URL.
Make sure you are NOT using any of the following keywords/phrases in the title of your videos:
Ad blockers look for specific keywords and might be the reason you can't see your video. Try changing the title of the video and re-uploading it to see if that does the trick.
If none of these tips work and you still need help, please email us at firstname.lastname@example.org or send us a chat and we will look into your specific case ASAP.