Download and Product Page Issues

If a video is marked ready but you cannot download it, attach it to a product page, or find it in Shopify, start with the checks below.

The download is not available

Confirm that the render is marked ready. Videos that are draft, queued, rendering, or failed may not have a finished file yet.

If the video is ready but the download action does not work:

1. Refresh the app.
2. Open the video from the video library.
3. Try another browser window.
4. Check whether your browser blocked the download.
5. Contact support if the file still cannot be downloaded.

The video is not attached to the product page

Product-page attachment requires the finished video file and the Shopify product reference. If the app says the video is not attached, render the video from the correct product and try the product-page action again.

If the remove action is available, the video is currently associated with a product page in PufferCut's records.

The video does not appear on the storefront

Shopify theme behavior varies. Some themes show product media automatically, while others need theme configuration.

Check:

• the video is linked to the expected product
• the product media gallery supports video files
• the live theme is the theme you are checking
• the product page has been refreshed
• the video format fits the gallery layout

The video is in Shopify Files but not on the product page

This can happen if the video upload succeeded but the product reference was not created, removed, or not shown by the theme. You can still use the Shopify Files video manually in a theme section, product description, ad, or social workflow.

What to send support

Include the store domain, product name, render name, whether the video is ready, and whether the issue is download, Shopify Files, product-page attachment, or storefront display.