Video not showing in product gallery

Hello,
I’ve tryed to add video to single produc gallery per your instructions but video is not showing. I’m trying to add mp4 video from my computer.
Can you help?

This option in settings is on.

Hello,

Please deactivate all the 3rd party plugins and activate only theme-required plugins on the site, and then check the issue. I am sure your issue will be solved. Then activate the 3rd party plugins one by one and check which plugin is creating the issue for you.

Otherwise, if the issue still exists, then keep the 3rd party plugins deactivated and share the WP login details, so I can check and give you a possible solution.

Best Regards,

Hello,
I tried adding the video even with the plugins disabled, but it’s still not possible to upload it. I’m sending you a screenshot link. Since this is a live website, I can’t leave the plugins disabled for you, do you have another solution?

https://drive.google.com/file/d/1YKzGlzwnEkms3aohlDkznBp5_Ytf5sQe/view?usp=sharing

Hello,

Please try to create a Staging platform where you can test issues, enable/disable features/plugins, thus such changes will affect the main site. Also, share the WP login details of the staging site so I can further check on your staging site and troubleshoot the issue.

The article below will help you to create it: https://www.wpbeginner.com/wp-tutorials/how-to-create-staging-environment-for-a-wordpress-site/

Best Regards,

Hello,
I was able to link a video from vimeo, but it works only on desktop, not on mobile. When I link video from YouTube it works on desktop and mobile. Just vimeo doesn’t work on mobile.
Do you know what could be the problem?

Hello,

Please try clearing your browser’s cache and cookies, disabling browser extensions, and making sure your theme and core plugins are updated.

Best Regards,

Everything is up to date, I’ve tryed to clear browser cache and cookies but it still doesn’t play on mobile. I’m sending you the link to the product with video
https://hotspotpro.rs/tripod-teracell-tc-360/

Hello,

I have checked your site and the video is not working on the desktop as well. Please deactivate all the 3rd party plugins and activate only theme-required plugins on the site, and then check the issue. I am sure your issue will be solved. Then activate the 3rd party plugins one by one and check which plugin is creating the issue for you.

Otherwise, if the issue still exists, then keep the 3rd party plugins deactivated and share the WP login details, so I can check and give you a possible solution.

Best Regards,

Thank you, we’ve solved it.

Hello,

You’re Most Welcome!

Feel free to write back anytime. If you need further assistance, we are always here to help you.

If you have a minute, we’d truly appreciate your feedback — it helps us improve the product and shape future updates more effectively. We’d love your feedback on our theme: https://tally.so/r/w4l54k

Thanks for contacting us.
Have a great day.

Topic Closed.
Best Regards.

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