I can't add a custom video

[eqyh]

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

[Arie]

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. 

[eqyh]

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? 

[Laurie_]

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.