Support
Technical help, warranty information and answers for the products and software we supply.
Technical support request
Installation, configuration, faults and warranty claims.
Documents & manuals
Datasheets, manuals and installation guides for your device.
Software help
Help with ZKPOS, LanaTime and our other software.
General questions
Questions about orders, quotations or anything else.
Our support team helps with installation questions, configuration, troubleshooting and warranty claims for the products and software we supply.
Before you contact us
- Note the product model and serial number
- Describe what happens and any error messages
- Tell us when the issue started and what changed
Warranty
ZKTeco provides a one-year limited hardware warranty covering manufacturing defects in materials and workmanship. Warranty starts from the date of the commercial or tax invoice, or 30 days from shipment, whichever comes first.
The warranty does not apply if the hardware has been modified without approval, the serial number has been removed or altered, or the product has been damaged by lightning, abnormal voltage, water or misuse.
Warranty terms for other brands follow each manufacturer's published policy. Contact our support team to confirm the warranty for your product before sending it for service.
Frequently asked questions
What warranty applies to the products?
Hardware warranty follows the manufacturer's policy. ZKTeco provides a one-year limited hardware warranty against manufacturing defects. Contact our support team to confirm the warranty for your product.
What should I include in a support request?
Include the product model and serial number, a description of the problem, any error messages and when the problem started. This helps us respond faster.
Can a fingerprint template be converted into an image?
No. Extracting fingerprint features into a template is irreversible, so a template cannot be converted back into a picture. The original fingerprint image can be captured from the reader through the SDK.