What to do in a warranty case?
If your new smart card reader is not working as expected or not working at all and you may check your product warranty, please follow the steps below:
If your AirID is working, but not as described in the AirID Manual, please re-flash first the AirID firmware, before you continue with the warranty check process.
A step-by-step guide how to flash the firmware can be found here.
Check if your warranty claim for the non-functional AirID is valid:
The warranty claim is excluded if
- the date of purchase is more than 12 months ago
- the device has been physically damaged or gone wet
in case of improper use
Fill in our RMA form
Download the RMA form (English or German) and complete the form. We recommend filling in the document before printing.
Please note that your warranty claim will not be processed without a completed warranty form (if multiple devices, one form per device). Without completed warranty form device will be returned without further notice.
Return the non-functional device to certgate
Please return the non functional device together with the completed RMA form to the following address:
We strongly recommend using the original AirID package to avoid transportation damages, if possible.
We will verify your claim and check the AirID device
After receiving your non-functional device, we will check your warranty claim and we will analyse the device. In case of a valid warranty claim, we always will try to repair your device first and return the repaired device back to you. In case that a repair is technically or economically not possible, we will send you a new AirID device as a replacement. At our sole discretion, we may replace your device with a newer version.
If your warranty claim will not be valid, or the RMA form is missing or not completed, we will have either to return or trash your device. In this case, we will inform you by mail and trash the non-functional device or we will return it on request.
If you are interested in a detailed process overview, check the following diagramm: