A real person reads every message.
Email is the fastest route. Include your store domain and, if it is about a specific generation, roughly when you ran it.
We aim to reply within one business day
Email us
support@videlia.app. Best for anything account, billing or generation specific.
Common questions
What the app can access, what a credit buys, how publishing works.
Billing and plans
Every limit, the credit scale and how Shopify handles the charge.
Data and privacy
What Videlia stores, which processors see it, and how deletion works.
Things worth trying first.
The garment came out distorted or the wrong colour
Try-on quality follows the source photo more than anything else. The best results come from a clean, well-lit shot of the garment alone, either flat or on a plain background, with the whole item in frame and no hands, hangers or props across it.
If a product has several photos, generate a try-on still from a different one before spending credits on a video. The still costs 1 credit and shows you exactly what the video will be built from.
My generation is stuck or taking a long time
Generations run in a queue, and busy periods slow it down. A try-on still usually finishes in well under a minute, and a video takes longer.
If a job is still pending well beyond that, it has most likely failed and been refunded. Check your credit balance: if the credits are back, the job ended and you can safely re-run it. If they are not back after a while, email us with your store domain and the approximate time.
My credits did not come back after a failure
Refunds are automatic and immediate when a job fails. If a balance still looks wrong, send us your store domain and roughly when the generation ran, and we will look at the credit ledger for your store.
The video is not showing on my product page
Publishing puts the video behind a theme app block, which has to be added to your product template once. In your Shopify admin go to Online Store, Themes, Customize, open a product template, then Add block and pick the Videlia block.
If the block is there but empty, confirm that the product you are viewing is the one you published the video to. The block only renders for products that have a published video.
I cannot see the 16:9 or 1:1 option
Aspect ratios are a plan entitlement. Free is 9:16 only, Starter adds 1:1, and Growth and Pro add 16:9. The pricing page lists every limit side by side.
My products are not appearing in the app
Videlia reads products through Shopify's API, and a large catalogue takes a moment to sync after install. If a product still does not appear, check that it is published and has at least one image. Products without an image cannot be generated from.
I want my data deleted
Uninstall the app from your Shopify admin. Shopify notifies us, and roughly 48 hours later every stored file and database record for your store is permanently deleted. To have it done sooner, email us. See the privacy policy for the detail.
What to put in the email.
None of it is mandatory. It just saves a round trip.
- Your store domain, the
.myshopify.comone - Which plan you are on
- The product and roughly when you ran the generation
- A screenshot, if something looks wrong on screen
Send it over.
We would rather hear about a bad generation than have you quietly give up on it.