FAQs - Catalog & Product Management

1. How do I get my products listed in VirtualPools?

• If you're a manufacturer or supplier, contact our partnerships team at support@virtualpools.io. 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.

2. Why is my catalog empty?

• Build Your Custom 3D Pool Configurator: https://virtualpools.atlassian.net/servicedesk/customer/kb/view/421724161?source=shareable-url  
• 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 at https://dashboard.virtualpools.io/ 
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.

3. I added products to my catalog, but they're not showing in the app. What's wrong?

• Your app needs to sync with the dashboard to receive updates.

Try this:

1. Open the VirtualPools app on your iPad
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.

4. How do I remove products I no longer use?

• 1. Log in to your dashboard at https://dashboard.virtualpools.io/ 

2. Go to "My Collection".
3. Find the product you want to remove
4. Click the red trash 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.

5. I requested access to a supplier, but the status hasn't changed. Why?

• 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.

6. How do I know if a supplier has approved my request?

• 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.

7. A supplier approved my request. Now what?

• 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.

Updated on: 26/02/2026