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FREQUENTLY ASKED QUESTIONS

Some questions about VirtualPools are asked frequently.
We've answered the most common ones below.

GENERAL QUESTIONS

VirtualPools is a 3D design and visualization platform built specifically for the pool industry. It allows pool builders to create custom 3D pool designs in minutes, present them to clients in real time using augmented reality, and turn those visuals into powerful sales tools.

VirtualPools is built for pool professionals, builders, contractors, and suppliers who work with clients every day. It includes business-focused features like product catalogs, supplier integrations, and team management that homeowners typically don’t need.

If you’re a homeowner, we recommend contacting a pool builder who uses VirtualPools. They can create a custom 3D design of your backyard and show you exactly how your future pool will look, often in a single visit.

Want help finding a VirtualPools builder near you? Let us know!

VirtualPools is a subscription-based platform. We offer monthly and annual billing options.

No. VirtualPools operates on a month-to-month or annual subscription basis with no long-term contracts. You're free to cancel anytime.

To use VirtualPools, an active internet connection is essential for initial login and downloading the catalog. Once set up, you can use the app offline for up to 30 days. After this period, reconnecting to the internet is necessary to refresh the app's content and maintain access to all features.
To use VirtualPools’ full AR experience, you need to be on-site. The app places a virtual pool directly into the real garden using augmented reality, which requires you to be physically present with a tablet. Photo-based placement is not supported in Live Mode. If you want to let customers explore options remotely, you can use our Lead Generator. It allows visitors to upload a photo of their garden, customize a pool, receive a 3D visualization by email, and automatically share their contact details with you. While it doesn’t replace the complete on-site AR experience, it’s a powerful tool to engage and qualify leads online.
VirtualPools is built specifically for pool professionals to use as a sales and presentation tool during client meetings. The platform is not designed for direct use by homeowners or end customers on their own. At this time, customers cannot access or use VirtualPools independently without a professional present.
VirtualPools is currently available in: English, Dutch, French, German, and Spanish. You can choose your preferred language and measurement settings directly in the platform. Here’s how to select your language and preferences.

GETTING STARTED & TRIALS

Search "VirtualPools" in the Apple App Store (iPad) or Google Play Store (Android tablets).
Yes! We offer a 30-day free trial with full access to all features. No credit card is required to start. You can sign up at www.virtualpools.io/get-started.

Go to www.virtualpools.io/get-started and enter your email, password, name, and company details. Read and agree to the Terms and Conditions to start your 30-day free trial, no payment information required.

Need help? Visit the Help Center or contact support@virtualpools.io.

No. You can complete the entire 30-day trial without ever providing payment information.
Your free trial lasts 30 days from the moment you sign up and activate the account.
If you choose to continue, you'll select a subscription plan and provide payment information. Your access continues uninterrupted. If you decide not to continue, your account will be paused, and you won't be charged.
In some cases, yes. If you have a valid reason (like being away during your trial), reach out to our support team, and we'll do our best to accommodate you.

We offer several ways to help you get started:

Personal demo: Book a free one-on-one walkthrough tailored to your needs. Use this link to schedule it.

Video tutorials: Step-by-step guides on our YouTube channel and in our Help Center.

Customer support: Email us at support@virtualpools.io (we usually reply within 24 business hours).

DEVICES & TECHNICAL REQUIREMENTS

For the best experience, we recommend using modern tablets equipped with powerful processors and sufficient RAM. Devices with up-to-date operating systems and strong graphics performance will ensure smoother navigation, faster loading times, and optimal rendering of 3D content. Choosing a recent model will help you take full advantage of all features without performance limitations.

virtualpools-faq-devices

For a complete list of supported devices, visit this page in our Help Center.

You can access the web Dashboard to manage products, users, leads, billing, and enhance snapshots with AI.

However, the 3D design and AR features require an iPad or a tablet, as they rely on the camera and real-time rendering technology.

We recommend 5GB of free space minimum, and 10GB or more for larger product collections.

If you lose your tablet, and you were still logged in, you need to contact support. Otherwise, you won’t be able to log in to another device with the same credentials.
Yes, keeping the VirtualPools app updated is crucial for accessing the latest features, improvements, and security enhancements. It is possible that, after not updating for a while, some products might not be available anymore.

ACCOUNT & LICENSE TYPES

Installer License: For pool builders who design and sell directly to clients.

Manufacturer/Supplier License: For suppliers who want their products featured in pool builders' catalogs.

An Extra User is a team member added to an existing license. They can use the mobile app to present designs, but cannot access the dashboard or modify the product catalog.

You can add Additional User Spots (team members) directly from your dashboard:

1. Log in to your dashboard at app.virtualpools.io.

2. Go to Profile → Subscription.

3. Look for the option to "Buy Users spots".

4. Select how many spots you need.

5. Complete the purchase. The amount will be charged automatically to your payment method on file.

6. Once purchased, you can invite team members by email from the Users page.

Yes. You can add Additional User Spots to your license for team members.

Important: Sharing login credentials is not possible; each user must have their own spot. The VirtualPools app can only be used on one device per user at a time. If someone tries to log in on another device, they'll be prompted to log out from the first device.

When you try to log in with an expired license, you'll see a dedicated page with renewal instructions. Follow the prompts to renew.

SUPPLIERS

A Supplier License allows manufacturers to list their products in the VirtualPools system, manage their catalog, and gain insights into installer activity.

A Supplier License gives manufacturers and pool brands full control over their presence in the VirtualPools ecosystem. It includes:

- Product Management: List, edit, and publish products in the public catalog.

- Dashboard Access: Manage products, dealers, and account settings.

- Dealer Management: Approve or decline dealer access requests.

- Mobile App Access: Configure and present your products in the app.

Go to the “My Dealers” page in your dashboard to manage access.

1. For "On Request" accounts: Review and approve or decline dealer access requests.

2. For public profiles: Dealers can access your products without approval, but you can revoke access anytime using the red cross icon.

3. Lead generation: Check the list to spot new or unfamiliar dealers—potential new business opportunities.

4. Use filters: Use filters (e.g., “In request”) to quickly find pending approvals.

Pro tip: Review your dealer list regularly to stay in control and identify new leads early.

Go to the “My Products” page in your dashboard. Here you can:

1. View all your company's products in VirtualPools.

2. Edit product details (name, description, images, hill placing).

3. Set products as published or draft.

4. Filter by status or search by name.

Pro tip: Review your dashboard regularly to keep product information up to date.

Important: Unpublishing a product makes it immediately unavailable to dealers; inform them in advance to avoid confusion.

Timelines vary depending on the complexity and number of products. Your Account Manager will work with you to upload the necessary asset files and ensure everything is set up correctly. Contact our support team for a specific estimate.

Yes. Suppliers have full dashboard access to manage and update their product listings anytime. You can edit names, descriptions, images, and publishing status without needing to contact support.

If all details are complete but publishing is unavailable, your Account Manager may need to upload necessary asset files (like 3D models) on their end. Contact them for assistance to complete the process.

Go to the Users page in your dashboard:

1. Check your available and used licenses (top right).

2. Click "Invite User".

3. Enter their first name, last name, and email address.

4. The user receives an invitation email to confirm and create their account.

Track user status:

1. Invited: Invitation sent but not yet accepted.

2. Accepted: User accepted the invite but hasn't logged in.

3. Active: User has logged into the application.

Pro tip: Inform them in advance so they don’t miss the invitation email.
Check your "My Dealers" page and use the "in request" filter to see all pending approval requests. You'll also receive notifications in your dashboard.
Your product listings will no longer be visible in the public catalog, and poolbuilders will lose access. Your data is retained for a reasonable period in case you resubscribe. Contact support for specific details.

PRICING & BILLING

Plan
type		 Monthly
Price		 Annual Price
(per month)		 Yearly
Total
Early Birds €95/month €75/month €900
Regular Pricing €190/month €150/month €1800
 
  Price per user
Monthly €25/month
Annual €20/month (€240/year)
 

Yes. The best way to save is by choosing the annual plan, which offers over 20% savings compared to monthly billing.

Early Birds: €75/month (billed €900/year) - save €240/year.

Regular pricing: €150/month (billed €1,800/year) - save €480/year.

All plans include the same features, a 30-day free trial, and 25 free AI credits.

Early Birds offer: The first 150 pool builders receive 50% off the annual plan (€75/month), locked in until December 31, 2027. After that, regular pricing applies.
No, there are no setup fees or hidden costs. VirtualPools is designed for you to set up yourself, quickly and easily. Once you sign up, you have immediate access to the dashboard, where you can start building your product library right away.

VAT handling depends on your location:

Companies in Belgium: Prices shown are exclusive of VAT. Belgian companies will have VAT added at checkout, which they can then recuperate through their regular VAT return process.

Companies outside Belgium: No VAT is charged. Prices shown are final.

Euro (€, EUR) is our standard currency for all subscriptions and pricing shown on our website. All transactions are processed securely, and your bank will apply its current exchange rate if your card uses a different currency.

We accept the following payment methods: Credit card, Direct Debit (SEPA), iDEAL, and Bancontact. When you add a payment method to your account, you authorize VirtualProducts BV to save this payment method and automatically charge it whenever a subscription is associated with it. This includes recurring subscription fees and any additional purchases like AI credit packages.

We don’t offer refunds for partial billing periods. Your subscription (monthly or annual) is paid upfront, and if you cancel, you’ll keep full access until the end of the current period. Example: Cancel on the 15th, and you’ll still have access until the 30th/31st. You won’t be charged again after that. This policy is outlined in our Terms & Conditions and follows standard subscription practices.

Yes. You can cancel your subscription directly from your dashboard at any time. There is no notice period required to cancel your subscription. Once canceled, you won't be charged again, and you'll continue to have access until the end of your current billing period.

Yes. You can change your billing preference anytime from your dashboard. The change will take effect at your next renewal date.

The change will take effect at your next renewal date. You'll continue to have access until your current annual period ends, after which your account will switch to the monthly rate.

Currently, we don't offer a pause feature.  However, you can cancel and resubscribe anytime without penalty. Your account and data will remain accessible if you resubscribe. To cancel, simply go to Profile → Subscription → Manage Subscription and follow the steps.
Yes. Your subscription will renew automatically at the end of each billing period unless you cancel beforehand. You can manage your renewal settings, including canceling or changing your billing preference, at any time from your dashboard under Profile → Subscription → Manage Subscription.
Yes, Invoices are sent through email every time a charge occurs, whether that's monthly or annually. You can also access your full billing history at any time by navigating to Dashboard > Manage > Profile > Subscription and clicking the 'Manage subscription' button. From there, you'll find an option to view and download all past invoices.

 

FEATURES & FUNCTIONALITIES

AI Enhancement transforms standard snapshots into photorealistic visuals using artificial intelligence. It enhances lighting, sharpness, reflections, and overall realism, turning quick photos into presentation-ready images. Access it from your dashboard under Customers → Snapshots. The first 25 AI credits are free with your subscription.
AI credits are used to enhance images with our AI tool. Each enhancement costs 1 credit. The first 25 AI credits are included free with your subscription. When you need more, you can purchase additional credit packages directly from your dashboard. The amount will be charged automatically from the payment method linked to your account. You can check your current number of credits anytime in your dashboard under Profile → Subscription. Credits never expire and can be used whenever you're ready.
 

Package

Credits

Price

Price per Credit

Savings

Small

20 credits

€9.00 / $9.75

€0.45 / $0.49

-

Medium

100 credits

€39.00 / $42.00

€0.39 / $0.42

13%

Large

500 credits

€149.00 / $161.00

€0.29 / $0.31

36%

Live Mode works best outdoors with good natural lighting. Indoor performance may vary depending on lighting conditions and surface detection.

There's virtually no limit to how many designs you can create and save; it's only limited by the available disk space on your device. So feel free to design as many pools as your projects require.

VirtualPools works primarily with products from our existing suppliers' catalog. If you need custom or proprietary 3D models, we may be able to help. Our team can develop or integrate models as part of our support services.

Suppliers: We assist with uploading and formatting your product files to ensure they work properly in the platform.

Custom projects: If you have a unique design or product not in our catalog, contact our sales team to discuss the possibilities.

Next step: email us at support@virtualpools.io with your request, and we’ll explore the best solution together.

Yes. Designs can be loaded and presented offline. However, syncing your product library and accessing online features requires an internet connection.
The Lead Generator is an interactive website plugin that turns visitors into qualified leads. Visitors upload a photo of their garden, customize their dream pool, and receive a personalized 3D visualization by email. At the same time, you automatically receive their contact details, giving you a warm lead to follow up on. It’s like having a digital sales assistant working for you 24/7.

MOBILE APP FEATURES

Creating your first design is quick and intuitive:

1. Start a new project in the app.

2. Choose a pool from your product library.

3. Customize dimensions, colors, finishes, stairs, terrace, and accessories.

4. Use Live Mode to place the pool in the garden with AR.

5. Save a snapshot of your final design.

For a detailed guide, visit this link. Prefer a video? Watch it here (also available in Spanish, German, and French).

Live Mode is VirtualPools' augmented reality (AR) feature that places a true-to-scale 3D pool directly into your client's actual garden. Using your iPad's or tablet's  camera, you create an immersive experience where you and your client can walk around the design, adjust it in real time, and see exactly how the pool will look in their space before construction begins. For detailed instructions on how it works, refer to this page on our Help Center. You can also watch this tutorial (also available in Spanish, German, and French).
Human Detection is an advanced camera feature that recognizes people in the frame and keeps them visible while the 3D pool renders around them. Instead of covering people, the pool is layered behind them, creating a more immersive experience.
Not every garden is perfectly flat, and Hill Mode is designed to handle exactly that reality. It allows you to adjust a pool's altitude to match uneven terrain or create above-ground installations, ensuring your design respects the actual landscape. When to use Hill Mode:
- Sloped gardens: Lowers the pool into the hillside so it sits naturally on the grade.
- Above-ground pools: Raises the pool to the appropriate height.
- Multi-level landscapes: Adjusts the pool to sit perfectly on different terrain levels.
Yes. You can save designs in two ways:

1. Save for a specific customer:
Save a complete project inside a client folder. Menu → “Save As” → Select or create a customer. This keeps all design versions organized per client.

2. Save as template:
Menu → “Save as Template” → Give it a clear name. Templates save dimensions, colors, finishes, accessories, and placements, so you can reuse them anytime from the main screen.
 
For a written guide with all the details, check out this help article or watch the tutorial here (also available in Spanish, German, and French).
Snapshots are photos you take of your designs directly in the VirtualPools app. Tap the camera button (in Live Mode or Standard View), and the image is automatically saved to your Snapshot Gallery. To access your gallery, tap the image icon (top right on the main page).
 
To download a snapshot:
1. Press and hold on the image.
2. Tap the download icon that appears.
3. You can also delete unwanted images directly from the gallery.
 
All snapshots are securely stored in your account and can later be enhanced with AI or shared with clients. For detailed instructions, read this article on our Help Center. You can also watch this tutorial (also available in Spanish, German, and French).

DASHBOARD FEATURES

The Web Dashboard is your back-office command center, accessible at dashboard.virtualpools.io. Here, you manage your product catalog, users, subscriptions, and view leads and snapshots. It's where you build the foundation for everything that happens in the mobile app.

How to enhance a photo:

1. Take a snapshot in the VirtualPools app (Live Mode or Standard View).

2. Access your dashboard.

3. Go to Customers → Snapshots.

4. Select the photo you want to enhance.

5. Click the blue "AI Enhance Image" button.

6. Wait a few seconds for processing.

7. Toggle between "Original" and "AI Enhanced" to compare.

8. Download the enhanced image for proposals, social media, or client follow-ups.

For a complete, step-by-step written guide with all the details, check out our dedicated help article.

CATALOG & PRODUCT MANAGEMENT

If you're a manufacturer or supplier, contact our partnerships team. We’ll guide you through adding your products to the public catalog.
 
If you're a pool builder and don’t see a supplier you work with, introduce us! Send an email to support@virtualpools.io with their details, and we’ll take it from there.

Your catalog is empty because you haven't added any products yet, and that's normal when you first start. Here's how to fix it:

1. Log in to your dashboard.

2. Go to the "Catalog" section.

3. Browse through suppliers and categories (Pools, Accessories, Objects).

4. Click "Add" on any products you want in your collection.

5. Once added, they appear instantly in "My Collection".

6. Sync your mobile app to see them there as well.

Pro tip: Start with 5–10 products you use most often. You can always add more later.

For more info, check this Help Center article.

Your app needs to sync with the dashboard to receive updates. Try this:
 
1. Open the VirtualPools app on your tablet.
2. A pop-up will appear saying "Update collection", tap "Yes" to download the latest products.
3. If no pop-up appears, tap the refresh button (↻) at the top of the screen.
4. Wait for the sync to complete.
5. Your new products should now appear.
 
Still not showing? Double-check that you actually added them to "My Collection" (not just viewed them in the Catalog). If they're in My Collection on the dashboard, a manual refresh in the app will always bring them in.
1. Log in to your dashboard.
 2. Go to "My Collection".
3. Find the product you want to remove.
4. Click the red bin icon next to it.
5. The product disappears instantly from your collection.
6. Sync your mobile app to update it as well.
 
Removing products keeps your catalog lean and your app fast, especially helpful if you've built up a large collection over time.
Supplier requests are reviewed manually and can take up to 30 days. During that time, the status will remain “Pending.” Many suppliers process requests in batches. If there’s no response after 30 days, the request is automatically declined, and you’ll need to submit a new one. If you’re an authorized dealer, we recommend contacting the supplier directly and asking them to approve your request. This usually speeds things up. Don’t forget to check your spam folder in case they reach out.
You'll know in two ways:
 
1. Email confirmation: You'll receive a confirmation email letting you know your request has been approved.
2. Dashboard status: The supplier's status in your dashboard will change from "Pending" to "Approved".
 
Once approved, you can immediately start adding their products to your collection.
You now have access to that supplier's full product line! Next steps:
 
1. Go to the "Catalog" in your dashboard.
2. Find that supplier's section.
3. Browse their available products.
4. Click "Add" on any products you want in your collection.
5. Sync your mobile app to start using it in designs.
 
You can add some or all of their products; it's completely up to you.

TROUBLESHOOTING

If you're experiencing performance issues, try these steps:
 
1. Check your device.
- Ensure your device meets the minimum specifications (iPad Pro recommended for best performance).
- Close other apps running in the background.
- Restart the app or your device.
 
2. Optimize your collection.
- Keep your product library lean; too many products can slow loading.
- Remove products you no longer use from "My Collection".
- Sync after making changes.
 
3. Check your connection.
A stable internet connection is recommended for syncing your product library and accessing online features.
 
4. Update the app.
- Make sure you're running the latest version of VirtualPools.
- Check the App Store for updates.
 
Still experiencing issues? Contact our support team with your device model and OS version.
You can reset your password directly through the dashboard:
  1. Go to dashboard.virtualpools.io.
  2. Manage → Profile → User.
  3. Click "Change password".
  4. You'll receive a notification that we've sent a link to change your password to your email.
  5. Check your inbox for the password reset link.
  6. Click the link to create a new password.

We're here to help! You can reach us through any of these channels:

1. Email: support@virtualpools.io

This is the fastest way to get help. We typically respond within 24 hours on business days.

2. Book a demo: virtualpools.io/book-a-demo

Schedule a one-on-one walkthrough with our team, perfect for personalized guidance.

3. Video tutorials: YouTube

Browse our video library for step-by-step guidance on common tasks.

Try the following:
 
1. Confirm your account's activation via email.
2. If already activated, ensure you're not logged into another device, as simultaneous logins are restricted.
3. Double-check if you are connected to the internet; signing in offline is not supported.
4. Is your password correct? Reset your password if necessary.
5. Confirm if you or your account admin still has a valid license.
No, this is by design. Additional (Regular) Users have app-only access. You can:
 
- Use the mobile app to present designs.
- Access all products selected by your account administrator.
- Take snapshots and use Live Mode.
 
You cannot access the web dashboard or manage products, users, billing, or settings. These accounts are intended for sales teams who only need on-site presentation tools. If you need dashboard access, contact your account administrator to adjust your permissions.
Absolutely. We built VirtualPools based on feedback from real pool builders, and we're always looking for ways to improve.
 
How to submit a feature request: Email us: support@virtualpools.io. Tell us what you'd like to see. Be as detailed as you like. The more context, the better!

Still have questions?

If you still have other questions, our team will be happy to help.

Contact us →