Frequently Asked Questions

Click "Get started" on the homepage. You can sign in with Google, Microsoft, or Facebook — or register with your email address and a password. Email+password accounts require a quick email verification before you can log in.

Check your spam or junk folder — the email comes from noreply@myzenvy.app. If it's not there, you can re-register with the same email address to receive a new verification link.

Yes — if you register with email + password and later sign in with Google using the same email address, both are linked to the same account. You can use either method to log in.

Use the "Forgot password" link on the login page. A reset link will be sent to your registered email address.

The most common reasons are: (1) your account has been suspended — contact support; (2) your email is not verified — check your inbox for the verification email; (3) you're using the wrong login method — if you signed up with Google, use Google to log in.

Yes — every business that registers and is approved appears in the Zenvy Discover tab at no cost. You never need to purchase anything to be found on the platform.

A credit pack unlocks your full business profile for the Zenvy audience and lets you run sponsored creatives in the app feed. Without a credit pack, your business still appears in Discover — but your full profile is not shown to users.

Your profile is unlocked at the next nightly update after your pack activates — usually within a few hours. You will see a confirmation on your profile page once it is live.

If you have no active credit pack, your profile reverts to the free listing — you remain discoverable in Discover, but your full profile will be available for the audience to see when you have an active credit pack.

1 credit = 1 creative slot for 30 days. When you upload a creative, 1 credit is deducted from your balance immediately. Credits expire 30 days from the date of purchase — unused credits are forfeited after that.

All packs include the same type of credit — they just differ in quantity and therefore per-credit price. A credit can be used to upload an image, a short video (≤20 seconds), or extend an existing creative by 30 days.

Credits expire 30 days from the date of purchase, regardless of whether they have been used. The expiry date is shown clearly on your dashboard. You can purchase more credits at any time.

Credits typically appear within a few seconds of payment. If they haven't appeared after 5 minutes, check that the payment was successful in your bank app or email receipt. If the payment went through but credits are missing, contact support with your payment confirmation.

Yes — when an admin rejects your creative, 1 credit is automatically refunded to your account. You will see it reflected in your credit balance on the dashboard.

Credit pack purchases are non-refundable. If you believe there was a billing error, contact support and we'll investigate.

Images: JPEG, PNG, or WebP (up to 20MB). Video: MP4 (up to 100MB, maximum 20 seconds). You can also attach optional looping audio (MP3 or AAC, up to 20 seconds) to an image creative at no extra credit cost.

A creative is the individual ad unit — one image or one short video — that appears in the Zenvy app. Each creative belongs to a campaign and costs 1 credit per 30-day slot.

Go to Campaigns → New Campaign. Give it a name and optional start/end dates. Then add creatives to the campaign — each creative requires 1 credit and includes a title, CTA label, and destination URL.

Yes. When uploading an image creative, you can attach a looping audio file (MP3 or AAC, ≤20 seconds). The audio plays as ambient sound alongside the image. This is included in the same 1-credit cost.

Check that your file is in a supported format (JPEG/PNG/WebP for images, MP4 for video) and within the size limits. If the format is correct, try refreshing the page and uploading again. If the problem persists, try a different browser or contact support.

If your creative is still under review (pending), you can delete it from your dashboard and resubmit. Once it has been approved and published, it cannot be edited — it will need to be deleted and a new one resubmitted (using another credit).

Our team typically reviews creatives within 1–2 business days. If you haven't heard back in 3 business days, contact support.

Yes. When a creative is rejected, 1 credit is refunded automatically. Fix the issue flagged in the rejection reason, then resubmit (using your refunded credit). Common rejection reasons include low image quality, misleading claims, broken destination URLs, or off-topic content.

Creatives must not contain: misleading health or efficacy claims, offensive or explicit content, content unrelated to beauty or lifestyle, broken destination URLs, or content that violates UK advertising standards. When in doubt, keep it factual and visual.

Approval means your creative is ready to publish — it's then included in our next publish run. Publishes happen regularly; after the next one, your creative will appear in the app. Pull-to-refresh in the Zenvy app to see the latest content immediately.

Each creative is live for 30 days from the date of upload, regardless of when it was approved or published. After 30 days, it is automatically removed from the app and your CDN files are cleaned up.

Yes — you'll receive an email notification a few days before your creative expires with a reminder to extend if needed.

Go to your campaign dashboard, find the creative, and click "Extend 30 days." This costs 1 credit and resets the expiry clock for another 30 days from today. You can also extend at checkout when buying a new credit pack.

No — once a creative expires, the media files are permanently deleted from our servers. You will need to re-upload the original file and resubmit (costs 1 credit, goes back through moderation).

No — credit expiry and creative expiry are completely independent. Credits expire 30 days from purchase. Creatives expire 30 days from upload. For example, if you buy 30 credits on Day 1 and upload 10 creatives on Day 29, the 10 creatives expire on Day 59 and the 20 unused credits expire on Day 31.

Reporting is coming soon. Once live, you'll be able to see impressions (card views) and CTA taps for each creative in your dashboard.

The planned reporting dashboard will show: total card views, CTA tap count, click-through rate (CTR) per creative, and credit usage over time.

Category targeting is on our roadmap. At launch, sponsored cards are served across the general home feed. Category targeting (e.g. nails feed only) will be available as the platform grows.