Most problems fix themselves once the cause is gone. Here is what the app’s messages mean, and what to do.
You’re offline
A banner says “You’re offline”. Lists refresh when you’re back. A video being made shows “Waiting for a connection…” and goes on by itself when you’re back online.
A video is paused or didn’t finish
- “Paused — open Vidmerce to finish”: the app was closed while your iPhone was making the video. Open Vidmerce; it picks up where it left off.
- “Paused to save battery”: turn off Low Power Mode, or let your iPhone cool down, then tap Resume.
- “Your iPhone is almost out of space”: free up some space, then tap Finish video.
- “Couldn’t upload your video” or “Couldn’t download the parts of your video”: your video is safe. Tap Finish video to try again.
- “Another iPhone is finishing this video”: wait, or tap Finish here instead.
- If nothing happens for a few minutes, tap Finish video.
A link won’t paste
- “We couldn’t find a link in what you pasted”: copy the product’s link (Share › Copy link) and paste it again.
- “This Amazon short link couldn’t be read”: in SiteStripe choose Full link, or open the short link in Safari and copy the address.
- “TikTok share links can’t be opened here”: open the product in Safari and copy the full shop.tiktok.com address.
- “This store doesn’t allow its product images in videos”: add a photo of the product, or use your own clips.
A post didn’t go out
Open the video and tap Try posting again, or Share it yourself. If the app asks you to reconnect an account, go to Me › Social accounts › Reconnect. If the video file has expired, tap Re-render for free first. See Connect accounts and post.
Limits
- “You’re making videos too fast”: wait a minute and try again.
- “You’ve reached today’s video limit” or “today’s AI generation limit”: try again tomorrow, pick fewer products, or make the video without AI scenes, a presenter or one-click.
- “Free credits are limited on your network today”: the app tries again the next time you open it.
Signed out
“You’ve been signed out. Sign in with Apple again to continue.” Sign in again with the same Apple ID: your videos and credits are still there. This happens if someone used Sign out of all devices, or if a device was signed out from Me › Signed-in devices.
Contact support
Write to support@vidmerce.app, or use Me › Help & legal › Help. Write from the email address on your account (or tell us your @handle) and describe what you see, with a screenshot if you can. Answers to common questions are on Help and support.