Mobile fallback image is showing instead of Video & Subscribe pop-up does not show image on mobile

Hi, i've had two issues with my new website.

1. First of all, while opening the website via mobile, many friends have the fallback image showing, and other (including me) have the short video shown. I'm not sure if this has to do with a larger phone screen (I have a iPhone SE, whereas some others have an iPhone 11-image showing).

2. The second issue is that when the pop-up subscription occurs (30 seconds in), the mobile version just shows a colored background instead of the image Ive added.

Is there something i can add for these two issues to be resolved?

Thank you in advance!

57 minutes ago, GKSnaps said:

1. First of all, while opening the website via mobile, many friends have the fallback image showing, and other (including me) have the short video shown.

See this existing thread:

59 minutes ago, GKSnaps said:

2. The second issue is that when the pop-up subscription occurs (30 seconds in), the mobile version just shows a colored background instead of the image I've added.

The mobile version of the Promotional Popup was deliberately designed by Squarespace Designers to respect Google’s guidelines for popups. If you try to add an image and make it larger, Google may consider it intrusive and this would negatively affect the site's SEO.

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Hi and thank you for your reply.

Yes, ive read this before, however, it doesn't give me a solution. Is there any way this can be solved? There are many more mobile users than desktop ones, so it does create issues with promoting the website.