Question 1

What happens after I submit a case?

Accepted Answer

A person reads it. We look at what stopped working, what access you still have, and whatever the public records already tell us, then we write back with what we can see, what we still need from you, and which routes are realistically open. Nothing is submitted, changed or contacted on your behalf until you have said yes to it in writing.

Question 2

What does a first-response target mean?

Accepted Answer

It describes how quickly we come back to you the first time, not how long the whole case takes. The current target is set by our operations team and shown in the app, which is why you will not find a time promise in this text. How long the case itself runs usually depends on a platform, a registrar or a bank working through its own queue, and we do not control that.

Question 3

Who sees my case inside Reši Lokalno?

Accepted Answer

We are a small team, and a case file is opened only by the people actually working on it. We do not show your case to other customers as an example, and we do not use your business name anywhere without your written permission. If you want a colleague or your accountant added to the correspondence, tell us and we will include them.

Question 4

What languages can I write to you in?

Accepted Answer

Write in Serbian or English, whichever is easier, and you will get case updates in the same language. Correspondence with Serbian registrars, hosting companies, banks and platforms is handled in Serbian or English, depending on what that provider's own process uses. If a form or a document has to be in Serbian, we tell you before it becomes urgent.

Question 5

What will you never ask me for?

Accepted Answer

We never ask for your password, for a one-time verification code from your phone or authenticator app, for backup or recovery codes, for a full card number, for a CVV, or for your JMBG. You do not need to send any of that for us to work on a case. If a message claiming to be from Reši Lokalno asks for one of them, it is not from us, and we would like to know about it. If you have already sent something like that to anyone, change that password and tell us.

Question 6

Where do the screenshots and documents I upload end up?

Accepted Answer

They are attached to your case in private storage, not on a public address, and the links used to open them expire. Only team members working on that case can open them. When the case is closed you can ask us to delete specific files, or all of them, and we will.

Question 7

How does the secure case link work?

Accepted Answer

You get a private address containing a long random code, and anyone holding that address can see your case status, so treat it like a key to the office. Send it only to people who should see the case. If it reaches the wrong person, tell us and we will retire that link and issue a new one.

Question 8

Do you act on my behalf?

Accepted Answer

Only with explicit written authorisation from the business owner or someone the owner has authorised, and only for the steps that authorisation covers. Before each new step we write down what we intend to do and wait for your reply. We will not touch an account, a domain or a listing on the say-so of someone who is not the owner, even when the request sounds urgent.

Question 9

Are you connected to Meta, Google or my bank?

Accepted Answer

No. Reši Lokalno is an independent support service. We are not an authorised partner, reseller or representative of Meta, Google, TikTok, RNIDS, any registrar or any bank, and we have no private line into any of them. We use the same official forms and public appeal channels that are open to you, and our value is doing that work accurately, completely and with follow-through.

Question 10

Can you guarantee that my account, domain or listing comes back?

Accepted Answer

No, and we will not pretend otherwise. Reinstatements, ownership transfers and appeal outcomes are decided by the platform, the registrar, RNIDS or your bank against their own rules. What we control is that the request goes down the correct route, that the evidence is complete and truthful, and that every reply from the other side is answered carefully. If we think your case is weak, we say so at the start rather than after you have paid.

Question 11

Is there anything you refuse to do?

Accepted Answer

Anything against a platform's rules or against the law. We do not open second or fake accounts to get around a restriction, we do not buy reviews or try to have genuine ones removed by improper means, we do not pretend to be someone else with a support agent or a registrar, and we do not enter any account we have not been authorised to enter. If the only route to what you want runs through one of those, we tell you plainly and stop there.

Question 12

When do you hand the matter over to someone else?

Accepted Answer

When it stops being a technical problem. Card disputes, chargebacks, fraudulent transactions and virtual POS contracts belong with your bank; invoicing, tax and company records belong with your accountant; a contract dispute with a former agency, a formal notice, a lawsuit or a criminal complaint belongs with a lawyer. At that point we hand over the records and correspondence we have assembled in an orderly file and tell you clearly who should carry it forward.

Question 13

Who actually controls a .rs or .срб domain?

Accepted Answer

The registrant of record does, and that is the single fact everything else follows from. These domains are administered by RNIDS and sold through accredited registrars, and in practice the registrant is very often the agency that built the site years ago, a freelance developer, or a private email address nobody at the company uses now. Our first job is to show you what the record actually says. After that it is the registrar's and RNIDS's official transfer procedure, carried by your APR company registration, invoices and contracts.

Question 14

Do you work with RSD pricing and Serbian card payments?

Accepted Answer

Yes, on the technical side: prices that display and round correctly in RSD, the virtual POS integration your bank issues, WooCommerce payment plugin setup, and checkouts that fail at the 3-D Secure verification step or drop out on a phone. Where card acquiring is not in place, an NBS IPS QR code on the invoice or an IPS link on the customer's phone lets people pay straight from their bank app, and we can set that up so the payment details are generated correctly. Approving your virtual POS application and setting its terms is your bank's decision, and PayPal's ability to receive money into Serbian accounts is limited, so we plan the payment mix around both.

Question 15

Why does Google Business Profile matter so much here?

Accepted Answer

For a restaurant, a salon, a clinic or a shop, most of the walk-in trade arrives through Maps, so a suspended profile or a wrong address quietly costs you customers all day. The failure we see most often is NAP consistency, meaning the business name, address and phone number matching exactly across your website, Maps and Facebook. We fix that and prepare verification and appeal submissions properly, while the decision on a listing stays with Google.

Question 16

Is the site available in Serbian?

Accepted Answer

Yes. The interface and case updates are in Serbian and English today. That does not limit the work itself: the paperwork and correspondence with Serbian registrars, hosting companies, banks and institutions is handled in Serbian where that is what the process requires, and we explain in your language what each document says before you sign anything.

Frequently asked questions

How we work

Security and your data

What we do and do not do

Working in Serbia

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