Check a campaign video that was uploaded but is not visible

If you uploaded a campaign video and then uploaded a campaign image, check the campaign image setting first. The main campaign media area displays either a video or an image. Uploading a Campaign Image switches it to image display; that image is not a video thumbnail and can hide an already uploaded video.

In the classic campaign settings, restore the video and set its thumbnail as follows:

1. Go to Campaign Setup → Basics and scroll to the bottom of the page.
2. In Campaign Video / Image, find Upload Campaign Image and click Remove Image. This restores video display if your campaign video is still uploaded.
3. Go to Campaign Setup → Images & Display and upload your image in Custom Video Thumbnail.
4. Save your changes and preview the campaign page to confirm the video plays and the intended thumbnail appears.

Do not upload the thumbnail as a Campaign Image again, because that switches the main media area back to image display. You do not need to re-upload an existing video solely because a campaign image hid it. Custom Video Thumbnail appears only when a video is present and video display is enabled.

If no campaign image is overriding the video, check Upload Campaign Video / Replace Video under Campaign Setup → Basics. If the video is still processing, allow processing to finish and refresh. Accepted video formats are MP4, MOV, AVI, MPEG and MPG; larger files take longer to upload and process.

Campaign and prelaunch-page media have separate settings. Confirm which page is being shown before uploading another copy. These steps apply to the classic campaign interface; other layouts may expose different controls.

If the video still does not appear, contact Support with the campaign URL, approximate upload time, affected page, observed result and any error message. Support can investigate the saved display settings and processing status.