Support

Get help

For questions about VID.QUEL AI Video Ads, including installation, billing, or how to generate your first ad video, contact us at support@vid.quelsuite.com.

We respond within 1 business day on weekdays and within 2 business days on weekends.

Common topics

Installation and OAuth — make sure your Shopify shop has the read_products scope authorized when prompted.

Generation failed — credits are automatically refunded. Try again with a different product image (minimum 512×512 px, public URL).

Credits did not appear after purchase — Shopify processes the charge within a few seconds; if credits are not visible after 1 minute, refresh the Credits page or contact support with the order id shown on the confirmation page.

Cancelling a subscription — go to Plans inside the App and click Cancel; the plan stays active until the end of the current billing cycle.

Removing the App — uninstalling from your Shopify admin revokes access immediately and triggers data deletion within 48 hours.

Status and incidents

If you suspect an outage, please email support@vid.quelsuite.com with your shop domain. We will investigate and reply within 1 business day.

Feedback

Feature requests are welcome at support@vid.quelsuite.com. We read every message.