My ATMdesk key is broken. What should I do?
If your ATMdesk key is defective and you purchased it less than one year ago, it is covered by our one-year warranty. Contact your supplier, and send the defective key back to receive a free replacement key.
If your ATMdesk key was purchased more than one year ago or it is physically damaged, it is out of warranty. Contact your supplier, and send the defective key back. You must purchase a replacement key separately.
In any case, the remaining license that was on your defective key is moved to the replacement key free of charge.
My ATMdesk key is lost or stolen. What should I do?
If your ATMdesk key is missing and its check-in period of three months is not yet expired, your license is covered by our free replacement policy. Contact our support team to report the serial number of both the lost key and the new replacement key. If you do not have a replacement key, please order one.
The remaining license that was on your lost key is moved to the replacement key free of charge. Time licenses are covered in full; ticket licenses are covered up to a maximum of 20 tickets per key.
If your missing ATMdesk key was checked-in more than three months ago, your license is no longer eligible for free replacement. Contact our support team to report the serial number of the lost key. You must purchase a new key and new license separately.
What happens if I forget to check-in my ATMdesk key in time?
Nothing happens to your key or its license. You can come back any time, log into your account, and check-in your key for the next three months.
However, as long as your key check-in period is expired, the key cannot be accepted by ATMdesk software until you check it in online again.
If your key is missing and its check-in period has expired, your license is no longer eligible for free replacement.
What if I have dozens (or hundreds) of engineers all over the country?
You do not have to check-in all your keys by yourself. You can create several subaccounts (one per engineer) and let your engineers log into their own subaccounts to check in their keys on their own.
Do I have to create one account for every engineer?
Ideally, yes. It takes less than one minute per engineer to create an account. When you do, you can automatically track the serial numbers and licenses of each engineer’s key right from your ATMdesk customer account.
If an engineer loses their key, and you need to report its serial number, you can immediately access that number.
I entered the wrong PIN three times, and my key is locked. What should I do?
If you are the owner of your company's main account (or a branch subaccount), log in and then check-in the key, or select it from the list. Then, go to Settings, and enter a new (different) PIN. Check-in the key if you have not already done so. It will be unlocked with new PIN in effect.
If you are an engineer, you cannot change the PIN by yourself. Please contact the person in your organization who has access rights to the main account so they can change the PIN for you.
