Frequently Asked Questions
Find answers to common questions about using Vitrin24
Cost Calculator & Pricing
Q: Can I change the duration after submitting?
A: No, duration is set at submission. You'll need to create a new ad for a different duration.
Q: Can I change the priority after submitting?
A: No, priority is set at submission. Contact support if you need to modify.
Q: What if I don't have enough balance?
A: The app will prevent submission. Add funds to your wallet first.
Q: Do I get a refund if I cancel my ad?
A: Cancellation policies vary. Contact support for assistance.
Q: Are there any discounts for multiple ads?
A: Currently, each ad is priced individually. Check for promotional offers.
Q: Does location targeting always affect price?
A: Not always. Some locations use default pricing. The calculator shows the actual price.
Refund Policy
Q: How long does a refund take?
A: Refunds are processed immediately upon rejection. Your wallet balance updates right away.
Q: Do I need to request a refund?
A: No, refunds are automatic. You don't need to do anything.
Q: Will I get a notification?
A: Yes, you'll receive a notification when your ad/offer is rejected and refunded.
Q: Can I get a refund for an approved ad?
A: No, refunds are only for rejected submissions. Approved ads that go live are not refunded.
Q: What if I cancel my ad?
A: Cancellation policies vary. Contact support for assistance with cancellations.
Q: Can I dispute a rejection?
A: You can make corrections and resubmit. Contact support if you believe the rejection was incorrect.
Q: What happens to my credits after refund?
A: Credits are returned to your wallet and available for new submissions immediately.
Q: Are there any fees for refunds?
A: No, refunds are free. You receive the full amount back.
Business Listings
Q: How much does it cost to add a business?
A: Business listings are free! There is no charge to add your business to Vitrin24.
Q: How long does business approval take?
A: Our team reviews business listings and typically responds within 1-3 business days. You'll receive a notification once your business is approved or if any changes are needed.
Q: Can I have multiple businesses on one account?
A: Each user account can only have one business registered. If you need to add another business, contact support for assistance.
Q: What if my business gets rejected?
A: You'll receive a notification with the reason for rejection. You can make the necessary changes and resubmit. No charges apply since business listings are free.
Q: Can I edit my business after it's approved?
A: Yes, you can edit your business information anytime through the app. Changes may be subject to review if significant modifications are made.
Images & Media
Q: What image formats are supported?
A: We support JPG and PNG formats. For logos, PNG with transparency is preferred.
Q: What is the maximum file size for images?
A: The maximum file size is 2MB per image. We recommend optimizing images to 500KB-1MB for faster loading.
Q: What size should my banner image be?
A: Banner images should be 1200x400px (3:1 aspect ratio) or 1920x640px for high resolution. Keep important content centered as edges may be cropped on some devices.
Q: Why does my image look blurry after uploading?
A: This usually happens if the source image resolution is too low. Use higher resolution source images and ensure you're uploading at the recommended dimensions.
Q: My image upload failed. What should I do?
A: Check that the file size is under 2MB, the format is JPG or PNG, and you have a stable internet connection. Try a different image if the problem persists.
Q: Can I use images from the internet?
A: Only use images you own or have permission to use. Using copyrighted images without permission violates our terms of service and may result in rejection.
Location Targeting
Q: What is location targeting?
A: Location targeting determines where your business or ad will be visible to users. You can target specific cities, provinces, countries, or make your content visible globally.
Q: Can I change my target location after submission?
A: For businesses, yes - you can edit your target location anytime. For ads, the target location is set at submission and cannot be changed. You would need to create a new ad with different targeting.
Q: My business isn't showing up in search results. Why?
A: Check that: (1) your target location matches the user's location, (2) your business is approved, (3) your business is active, and (4) your location settings are correct.
Q: Should I target city, province, or country level?
A: Start with the most specific level that matches your service area. Local businesses should use city level, regional services use province level, and national/online services use country or global level.
Q: Can I target multiple locations?
A: Yes, you can target multiple cities, provinces, or countries depending on your targeting level. Select all locations where you want your content to be visible.
Ads & Offers
Q: What's the difference between an ad and an offer?
A: Ads are promotional content that can appear throughout the app with priority levels. Offers are special deals tied to your business with simpler pricing based on duration only.
Q: Do I need a business to create an offer?
A: Yes, you must have an approved business to create offers. Ads can be created without a business listing.
Q: What priority level should I choose for my ad?
A: Low priority is most cost-effective for general awareness. Medium is good for important promotions. High is best for major events. Urgent should be used sparingly for flash sales or limited offers.
Q: How long can my ad or offer run?
A: Ads can run for 1, 7, 14, or 30 days. Offers can run for 3, 7, 14, or 30 days. Choose the duration that best fits your promotion timeline.
Q: When is payment deducted for ads and offers?
A: Credits are deducted immediately when you submit your ad or offer, before the review process. If your submission is rejected, you'll receive a full automatic refund.
Q: What is "Only Banner" mode?
A: Only Banner mode shows only your banner image in cards, requiring users to tap to see full details. This creates a clean, visual-first presentation. Description becomes optional when this mode is enabled.
Wallet & Payments
Q: How do I add funds to my wallet?
A: Go to the Wallet section in the app and tap "Load Funds" or "Add Funds". Follow the payment instructions to add credits to your wallet.
Q: How do I check my wallet balance?
A: Your wallet balance is displayed in the Wallet section of the app. You can also view your transaction history there.
Q: Can I get a refund for an approved ad that's running?
A: No, refunds are only provided for rejected submissions. Once an ad or offer is approved and goes live, no refund is available.
Q: What payment methods are accepted?
A: Payment methods are processed through our wallet system. Check the Wallet section in the app for available payment options.
General Questions
Q: How do I contact support?
A: You can contact support through the app or email us at [email protected].
Q: Is Vitrin24 available in my country?
A: Vitrin24 is designed for the Persian community around the world. The app is available globally, and you can target your business or ads to specific locations.
Q: How do I report inappropriate content?
A: You can report inappropriate content through the app or contact support directly. We review all reports and take appropriate action.
Q: Can I delete my account?
A: Yes, you can delete your account through the app settings. Contact support if you need assistance with account deletion.
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