Dejavoo Homepage

Last Updated: October 10, 2024

What's in this article?

When we have an issue, question or need assistance with Dejavoo troubleshooting, we can escalate the issue to Dejavoo support by phone or email.
- Dejavoo has 24/7 support, but only 9am - 7pm ET in-office support. Off-hours they use an on-call structure.
- On nights and weekends, email is often faster than phone
- Generally escalate issues to Dejavoo before escalating them to the ISO or Acquirer that we are helping to support.

Note: Dejavoo support will ask for the Serial Number of the terminal.

Name	Title	Email	Phone	Availability
General Support		support@dejavoosystems.com	(877) 358-6797, option #2 Main Toll Free #: 1 (877) 358-6797 Alternate #: 1 (833) 464-0011 Alternate #: (516) 921-6130 Alternate #: (516) 280-4819	24/7 coverage. In-office M-F 9-7 ET

Dejavoo has multiple models of terminals. You can view the full list at: http://www.dejavoosystems.com/. The core terminals that we support

Z8 - standalone wired or wireless terminal

Z11 - standalone wired or wireless terminal like the Z8, but touchscreen

Z9 - wireless terminal with a charging base

Z3, Z6, Z1 - all pinpads

Always get merchants TPN# (terminal profile number) This is the necessary identifier if we need to escalate to Dejavoo and something we should note in the CXM Engine member profiles
- TPN# is located on a sticker on the side of the terminal
When customer is getting an error, always check the error code on the bottom of the receipt.
- "RB" means Rejected Batch. See full RB error code list HERE. If it's not a networking/connection, escalate these issues to the ISO, so they can check the transaction data on the back-end.
- "QD" means Quit Duplication. Escalate these issues to the ISO
- Comm Error means there is a communication error. Further connection troubleshooting should be completed.
If merchant calls for instructions on transaction reversals/voids, always advise and instruct the merchant on how to add this function to their "Favorites" in the terminal so they can quickly access it
For more in-depth troubleshooting and hardware resources, see the attached documents at the bottom of the page