Support Welcome to SpringCard support!
Before you contact us, please review carefully other sections of our web site, in particular the sections referring to your product. You may find exactly the answer you need, such as download an updated version of a driver or a software that may fix the issue you have!
Visit our blog
You're not alone. Most issues have already been identified and fixed, or at least explained and a workaround has been provided. Our R&D and Support teams regularly publishes technical articles to make recommendations, offer solutions, or to summarize frequent answers.
- SpringCard Developers blog. Worth a visit!
Download latest material
- Driver download page. Please make sure you always have installed the latest version of the product's driver before contacting us. Older versions are not supported.
- Software download page. Please note that most software are provided as 'samples' (extracts from one of the SDKs) and are not intented to be used by end-users or in production environment. Support is therefore limited.
Other resources
- Technical glossary. Feeling a bit confused in the jungle of acronyms? There must be a translation here...
- Documentation of the APIs. This is the most up-to-date documentation of the APIs that you have downloaded in our SDKs.
Contacting Technical Support
Contact our Technical Support Team by email at support@springcard.com (you may write either in english or in french).
Typical processing time is 2-3 business days. Please understand that for efficiency and traceability, we can't accept support request by phone.
To help us answer your question as quickly and accurately as possible, please give us all the needed details as explained below:
Trouble installing or operating a product
Please identify:
- The product itself: commercial reference and/or product code (as printed on the label that is generally located on the bottom of the product),
- The version of the firmware if you already know it,
- The operating system family and version. For Windows, please always specify the CPU family (x86/amd64/other),
- Whether the problem could be reproduced on two computers with the same product, and/or on the same computer with two products...
Product not working as expected with a specific smartcard/contactless card/NFC object/RFID tag...
Please state:
- Basically, the product, the version of the firmware, the software you're using to perform the test,
- Most important, the actual object you're working with. Should it be a contactless card, RFID tag or NFC label, we'll have to know at least the reference of the chip it is based-on, and the characteristics of its antenna (at least the dimensions: is it a ID-1 card or a small button?). For smartcards, not only the chip part number is important but also the software it runs (OS, applets...)!
- A clear explanation on which result you're expecting, and what you get.
In most cases, giving support related to a card we don't already know would imply that you send us one or two samples of this card.
Broken/damaged product return for repair
If the product is confirmed to be defective by our Technical Support Team, please contact the dealer from whom you purchased the product, and who will take care of the return.
If you purchased the product directly from SpringCard, we'll give you a Return Authorization Number (RAN). To establish this RAN, we'll need:
- The serial number of the product(s) to be returned,
- The invoice number or the date of purchase.
Note that no product could be accepted by our After Sale Office unless being accompanied by a valid RAN.
Basic support for developers
Should you experience problems using one of our APIs and/or products from within your software, we'll need to understand and possibly be able to reproduce the problem outside your software in order to help you.
Please identify clearly:
- As usual, the product, the version of the firmware, the target operating system family and version,
- The SDK sample you've started from, the development language and IDE you're using,
- A clear overview of the problem, with a relevant excerpt of your source code where it occurs.
Advanced support is available through our Premium Support Service
Premium Support Service
SpringCard Premium Support gives you access to a quick and proactive technical assistance from experts with priority handling.