Running into an issue with Addrop or your video creatives? Here are fixes for the most common problems.
AI credits, what they are and how they work
AI video generation isn't included in your Zendrop plan by default. Credits are purchased separately and consumed each time you generate a video. If you're being prompted to add credits after upgrading your plan, that's expected. Your subscription and AI credits are two different things.
Check your credit balance in the Addrop dashboard before generating.
Each video generation consumes credits regardless of the output quality.
AI credits are non-refundable once purchased and consumed.
Video generation failed or timed out
If your video shows a 'Generation failed', 'Task timed out', or 'Upstream submit failed' error, try these steps:
Clear your browser cache and cookies.
Try generating in an incognito/private window.
Disable browser extensions and try again.
Check that your script doesn't contain suggestive, explicit, or flagged content, the AI will block prompts that violate content guidelines.
If the issue persists across multiple attempts, contact support with a screenshot of the error.
Why are Addrop videos 12 seconds long?
Addrop videos are 12 seconds by design. That's the sweet spot for TikTok, Instagram Reels, and YouTube Shorts. Short-form content in this range consistently outperforms longer videos on these platforms. Keep your script focused: one hook, one problem, one solution.
Product image isn't showing in Video Studio
If your product appears as a blank placeholder in the Video Studio:
Re-select the product inside the Video Studio.
Try uploading a product image manually when creating the video.
Refresh the page and try again.
Uploading your video to TikTok, Reels, YouTube, or Facebook Ads
Addrop exports videos as MP4, pre-formatted at 1080x1920px for TikTok, Instagram Reels, and YouTube Shorts. If your upload fails on any platform, here's what to check:
TikTok: Upload the MP4 directly from your camera roll or via TikTok Studio. File must be under 287.6MB.
Instagram Reels: Upload via the app or Creator Studio. MP4 under 1GB works best. Confirm the aspect ratio is 9:16.
YouTube Shorts: Upload via YouTube Studio. Vertical MP4 videos under 60 seconds are automatically listed as Shorts.
Facebook Ads: If the upload fails, check the error message in Ads Manager. Re-download the MP4 and upload directly via Ads Manager.
Not sure which plan includes Addrop?
Addrop is accessible across plans, but generating videos requires AI credits. Your plan tier doesn't automatically include credits. They're purchased separately. Check the Addrop section of your dashboard to see your current credit balance and available packages.
Can't find your answer here? Head to your Addrop dashboard and try again. Most issues clear up with a quick refresh or cache clear.