Vdrobe

Quidity Solutions LLC

Merchant Support

Send the store domain, approximate time, and the Vdrobe session ID when available. Do not send shopper camera recordings or API credentials.

Effective November 8, 2026

Contact

Email
[email protected]
Initial response target
Within 48 hours
Privacy requests
[email protected]

Include with a support request

  • Shopify store domain and merchant contact email.
  • Product and variant affected.
  • Approximate time, time zone, device, browser, and network.
  • Session ID and the status shown on the Vdrobe Usage page.
  • A screenshot of the error, with customer details removed.

Never send Shopify access tokens, Vidu API keys, passwords, full webhook payloads, or shopper camera video.

Storefront troubleshooting

  1. Confirm the product is enabled in Vdrobe with an approved reference image and available Shopify variant.
  2. Confirm the Vdrobe app block is saved on the active product template and storefront entry is enabled.
  3. Check that the merchant plan and remaining seconds are available.
  4. On the shopper device, use current iOS Safari or Android Chrome, allow camera access, and keep the page visible during the session.
  5. Review the Vdrobe Usage page for the stop reason, first-frame time, merchant seconds, and provider seconds.

Shopper questions

Shoppers should contact the merchant for product, order, return, fit, sizing, and purchase questions. Vdrobe support can help the merchant investigate the technical try-on session. The generated preview is not a sizing recommendation or guarantee of product appearance.

Data and deletion requests

Shopify customer data requests and deletion requests should normally begin with the merchant. For a Vdrobe-specific privacy request, email [email protected] and provide the shop domain and approximate session time. See the Privacy Policy for details.