Articles on: Help & FAQs

FAQs - Troubleshooting

  1. The app is slow or laggy. What can I do?

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


  1. 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.



  1. Check your connection
  • A stable internet connection is recommended for syncing your product library and accessing online features.


  1. 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.


  1. The dashboard looks cut off or incomplete.

When opening the VirtualPools dashboard, you might occasionally notice that the layout looks incomplete or slightly off. Certain sections may appear cut off, compressed, or not fully visible.

In nearly all cases, this is not a system error. It is simply the result of your screen size or browser window being too narrow, which causes the dashboard to switch to a compact layout automatically.


  1. I forgot my password. How do I reset it?
  • 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.


  1. How do I contact support?

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.

  1. Book a demo: https://www.virtualpools.io/book-a-demo

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

  1. YouTube tutorials: VirtualPools Tutorials

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


  1. I can't log in to my account. What should I do?

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.


  1. I'm an Additional User and can't access the dashboard. Is something wrong?

No, this is by design. Additional (Regular) Users have app-only access. You can:

  1. Use the mobile app to present designs
  2. Access all products selected by your account administrator
  3. 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.


  1. I’m missing a feature. Can I make a request?
  • 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!

Updated on: 26/02/2026

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