Guaranteed connections

If you share your personal number inside the app (in a chat message or call), the system records it and marks it as a successful Connection. In that case, no credit refund applies.

The chat closes automatically when the request is no longer active. This can be due to:

24h without a successful Connection. No valid event was registered in the app:

- A message from the customer in the chat.
- A call answered by the customer.
- A call made by the customer to your dingdoor number.
→ In this case, we refund the credits used and close the thread.
Cancellation or change of provider by the customer.

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This is the status that appears once you accept a request and the first automatic message is sent. It means the 24h window has started and no successful Connection has been registered yet in the app.

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A successful Connection occurs when, within the first 24 hours after the first automatic message is sent upon accepting the request, and always inside the dingdoor app, at least one of these events is registered:

- The customer sends at least one message in the app chat.
- The customer answers at least one call.
- The customer makes a call (to the app’s proxy number).
- The provider shares, shows, or leaves a message with their number through the app.

Does not count: communications outside the app (WhatsApp, SMS, direct calls) or replies after 24h.

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This is dingdoor’s policy that refunds the credits used for a request when a successful Connection with the customer is not established within the first 24 hours.

- When the count starts: from the moment you accept the request and the app sends the first automatic connection message.
- What doesn’t count: calls, messages, voicemails, or communications outside the app (WhatsApp, SMS, or direct calls).
- What is refunded: the credits used for that request (not the money you spent buying credits).
- How it applies: the refund is processed automatically once 24h pass without a customer reply.

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The refund covers the credits used for that request. If within 24h the customer did not reply in the app chat or answer a call, we return the exact number of credits that request cost. If you see fewer credits, check the following:

- Compare correctly: only the credits used for that specific request are refunded, not the money you paid for credits or credits from other requests.
- Movements history: the credit adjustment may be correct, but your balance dropped due to other requests you accepted afterwards. Check the adjustment amount and the request cost in the details.
- Multiple requests on the same day: only the ones with no customer response within 24h are refunded.
- There was a reply in the app within 24h: in that case, the guarantee does not apply (no refund for that request).

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Closing the chat does not mean you lose your credits.

- Once a successful Connection is registered (message, call, or exchange inside the app), you have already fulfilled the contact requirement.
- The chat may close automatically after 24h, or if the customer cancels or chooses another provider.
- Credits are only consumed when you first accept the request and do not depend on how long the chat stays open.

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A successful Connection can occur even if you didn’t actually speak directly with the customer. For example:

- If the customer sent at least one message in the app chat.
- If the customer answered at least one call or made a call to the proxy number.
- If you shared your number inside the app (chat or voicemail).
- In those cases, the system marks the connection as successful and no refund applies.

Didn’t solve your problem?
Contact support.