Dejavoo Customer Service — Expert Guide for Merchants and Integrators

Overview of Dejavoo Support Philosophy and Channels

Dejavoo Systems positions customer service around rapid resolution of payment interruptions, device reliability and software lifecycle management. For official product information and the most current support contacts visit https://dejavoo.com and the dedicated support hub at https://dejavoo.com/support. Dejavoo devices are designed for PCI compliance, EMV, and contactless payments (NFC), so support workflows prioritize maintaining transaction continuity and data security.

Merchants typically interact with Dejavoo through three channels: a web support portal (ticketing and downloads), phone support routed via regional partners or the company, and partner/reseller technical teams for pre-sale, installation and processor integration. Response times and escalation paths vary by reseller agreement, but standard expectations are documented below in SLA and escalation sections.

Contacting Support & Service Level Expectations

Before calling, have these identifiers ready: terminal model (e.g., Z9 series), serial number (S/N), firmware version, MID/TID (merchant/account IDs), and a concise description of the failure (error codes, last 4 of card if applicable). For software or API integration issues, include SDK version, OS (if tablet-based POS), and REST/API logs if available. Having this data reduces first-contact resolution time by 40–60% in practice.

SLA expectations commonly seen in the payments industry and used by Dejavoo partners: initial ticket acknowledgement within 4–24 hours; diagnostics and next steps within 24–48 hours for non-critical issues; escalation to advanced technical engineers within 2–4 hours for merchant-blocking incidents (e.g., mass terminal outage). RMA or hardware swap timelines typically range 3–10 business days depending on geography and spare inventory.

Common Issues and Step-by-Step Troubleshooting

Most support calls concern connectivity (Ethernet, Wi‑Fi, or 3G/4G), EMV/contactless authorization failures, or firmware mismatches. A practical first-response checklist accelerates resolution and is recommended to be performed by frontline staff before opening a ticket. Logs and screenshots of error messages often identify whether the issue is network, gateway, or terminal firmware related.

• Frontline troubleshooting checklist: 1) Reboot terminal (power-cycle); 2) Verify network (ping gateway or test another device on same network); 3) Confirm firmware version and update if older than current stable release; 4) Attempt a test transaction with a different card type (chip, swipe, contactless); 5) Collect terminal logs and error codes for support upload.

If a terminal shows EMV decline codes or host rejection, document the ISO response and approval codes (e.g., 05 = Do Not Honor) and include acquirer TIMESTAMP and trace number. For firmware-related symptoms — unexplained freezes, missing menus, or failed batch settlements — Dejavoo support will often request a forced firmware reload or a configuration push from the portal; do not factory-reset without guidance when mid-transaction history or settlement data must be preserved.

Firmware, Security, and Compliance Management

Dejavoo terminals are typically maintained under PCI PTS and EMV L1/L2 guidelines; firmware updates are issued to address security patches, new payment rails, or processor requirements. Merchants should treat firmware as part of regular maintenance: schedule updates during low-volume hours and verify the backup of settlement/batch data. Firmware versions are stamped in the terminal About or Diagnostics menu — support will request that exact version string.

For compliance, expect periodic remote security updates and the need to re-certify terminal-to-acquirer compatibility when significant changes occur (for example, new processors or tokenization services). Confirmation of PCI compliance is usually the merchant/reseller responsibility; Dejavoo provides guidance and signed attestations for hardware that remains in approved status.

Warranty, Repairs and RMA Process

Dejavoo devices commonly ship with a 12-month limited warranty; extended warranties (24–36 months) are available through resellers or support contracts. When hardware failure is confirmed, the RMA process typically proceeds: support ticket -> diagnostic confirmation -> RMA authorization -> device return -> replacement device shipped. Expect 3–10 business days total turnaround for domestic shipments, longer for international destinations.

Keep original packaging and document the terminal serial number at installation — many RMA denials occur when serials do not match or when damage is categorized as physical misuse (not covered). For leased or processor-provided units, coordinate returns through the issuing party to avoid chargebacks or equipment levies.

Integration, SDKs and Developer Support

Developers integrating Dejavoo terminals should request the SDK and API documentation from the support portal or their Dejavoo account manager. Typical integration elements: terminal serial number, merchant account credentials (MID/TID), encryption keys, and sometimes acquirer test credentials. Certification to go-live often requires 1–4 weeks of testing with the acquirer and passing EMV and authorization test cases.

Practical tips: use the sandbox/test endpoints for early development; log and timestamp every request/response for dispute and debugging; maintain version control of SDKs because breaking changes can occur between major releases. If you are using third-party processors, confirm whether Dejavoo’s terminal is pre-certified with that processor to save 2–6 weeks of additional certification time.

Best Practices and Escalation Path

Maintain an internal incident log with timestamps, terminal IDs and actions taken — this reduces dispute resolution times and improves support outcomes. Train at least two staff members in basic terminal recovery (reboots, network checks, batch settlement). Also, keep spare Ethernet/USB cables and a backup 4G hotspot if you operate in areas with unreliable primary internet.

• Escalation path (recommended): 1) Frontline technician -> 2) Reseller support -> 3) Dejavoo technical support via portal -> 4) Engineering/escalation team -> 5) Account manager/regulatory/legal for large or ongoing merchant-impacting incidents.

For up-to-date contacts, support hours, and downloads, always reference the official site https://dejavoo.com/support and your reseller agreement. Preparedness, accurate logging, and clear escalation reduce downtime and billing disputes — in payments, minutes of downtime can translate directly to lost revenue, so invest in documented processes and short SLA targets (initial acknowledgment within 4–12 hours for business-impacting issues).

What is the difference between Dejavoo Z9 and Z11?

Z9 Wireless Terminal
The Dejavoo Z9 is similar to the Dejavoo Z11 in terms of function and design. However, there is one specific difference. It is a wireless solution. This terminal is perfect for businesses that do not want to be tethered by cables to any specific location.

What is the phone number for Care Credit customer service?

(866) 893-7864CareCredit, LLC / Customer service
Call (866) 893-7864.

What is the phone number for Altera support?

1-800-877-5678 – Number is correct.

What is the phone number for Dejavoo support?

You can contact Dejavoo’s support line by calling the phone number 1-877-DJVOSYS (358-6797). Press 2 for technical support. You can also email Dejavoo support at [email protected]. Dejavoo offers a “one-stop” support line for all your needs related to your Dejavoo device.

How to issue a refund on Dejavoo?

Button we have a bunch of other uh type of transactions. That we can run uh. And this one right here number two is what we want to choose the return. So if I hit enter it now says credit.

How to reset dejavoo card reader?

Resetting you Dejavoo Z11 device
Your feed button is also your power button. You can press on the same button and hold for a few seconds to restart your card terminal.