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General questions
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How
to contact us?
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How
do I navigate around the WebStore?
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How
do I place an order?
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Are
there any countries you do not ship to?
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How
do I pay?
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How
are the credit card transactions secured?
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What
do you do with my credit card details?
-
How
can I check the status of my order?
-
Can
I cancel an order?
-
What is your
returns policy?
-
What
do I do if my order doesn’t arrive?
-
What
do I do if my shopping cart will not accept products?
-
What
do I do if my computer / browser crashes?
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If
I forget my password and/or user name, can I still access my account?
-
Who
do I contact with further questions?
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Where
do I find Gemalto Corporate Brochure?
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Where
can I get further information on your complete range of products?
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Where
can I get details of your local distributors?
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What
do WHQL and WLAN mean?
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What does
Mifare mean?
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What does
Wiegand mean?
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What
is an OEM coupler?
Questions on Contact
readers
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Is
the new GemPC Twin similar to GemPC410, 413, 430, 433?
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Do
the GemPC Twin & GemPC Key support memory cards?
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The
GemPC Twin crystal casing looks fragile?
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Why
does the GemPC Twin support less smart card insertion than the GemPC4xx?
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Does
the GemPC Twin support vertical card insertion as is the case with the GemPC410
Tower design?
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How
do I insert the plug-in card in the GemPC Key?
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Do
the GemPC Twin and Key support the new 2.0 revision of the USB certification?
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Why
offer two different casings for serial and USB readers?
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Where
can I find the drivers for GemPC Twin and Key?
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Are
drivers for GemPC Twin and Key available?
-
How long will the actual
range be supported?
-
How
will our customers be informed of the phase out?
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Which reader replaces
which?
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What are
the minimum PC requirements to operate the new readers?
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Are these
products compatible with Apple?
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How
to contact us?
You will find below a list of the
most commonly asked questions about the WebStore. Whatever your query,
if not found below, contact us as indicated and we’ll get back to you immediately,
·
By telephone (09:00am to 02:00am GMT):
o
North America (Free phone for US residents only): +1 866
828 0158
o
US and Americas (North and South America): +1 718 354 1096
o
Europe, Middle East & Asia: + 44 (0)870 243 0103
·
By fax: + 44 (0) 870 243 0121
·
By e- mail: webstore.support@gemalto.com
Back
to top
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How
do I navigate around the WebStore?
There is no need to open an account to browse the Gemalto
WebStore! There are many ways to browse our shop, but one of the easiest is
by product category or by application using the vertical menu on the left
of your screen. You can also use the search engine by typing the product reference
number, the product name or description in the box.
Back to top
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How
do I place an order?
The Gemalto WebStore shopping cart
is our easy to use service that allows you to browse the shop and select as
many products as you want. Every product page in the shop has an option to
add one or several items to your cart. However, if you wish to change the
quantity in your cart, simply type the new quantity in QUANTITY FIELD and
click the “UPDATE” button. At any time during your visit, you can review the
contents of your cart by clicking on the icon “view cart” located at the top
right hand of the screen. If you would like to remove an item from your cart,
simply click “DELETE” opposite the item. Finally, just like any shop, once
you have found all the items you need, go to checkout by clicking the “PAY
NOW” icon. You can then pay for your goods by following the simple instructions
given here – it couldn’t be simpler. Back
to top
If you are a new customer, you will
be prompted to register. If you have ordered from Gemalto WebStore before,
you need only to “sign in” your user name and password. Please
ensure that all your details (in particular your full shipping address) are
correct before confirming your order. Back
to top
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Are
there any countries you do not ship to?
There are no geographical boundaries
(excluding embargo countries and Brazil) for the shipment of products on Gemalto
WebStore. A variety of shipping options have been provided to ensure delivery
to you, the customer, is timely and efficient.
Back to top
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How
do I pay?
We accept payment by cards bearing
the following names: Visa, MasterCard, and Carte Bleue. Back
to top
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How
are the credit card transactions secured?
As soon as you select your card name, you will be directed
to our secured credit card banking site. This site is secured by industry
standard Secure Socket layer (SSL), which will encrypt all your credit card
details from the browser to their server. Back
to top
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What
do you do with my credit card details?
You need have no security concerns
regarding your credit card details because Gemalto WebStore does
not store this information in its database. The transaction reference number
is the only information stored to allow tracking of your order. Back
to top
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How
can I check the status of my order?
To check on the status of your
order, (dispatch date, etc.,) click on “sign in” link located on the Gemalto
WebStore homepage. This will take you to “my account” page. Click
on the “view your open orders” to find the current status of your orders.
Back to top
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Can
I cancel an order?
Further to the Confirmation of Sale, you may only cancel
an order by refusing its delivery. Once the Goods are returned to Gemalto,
Gemalto will credit the amount due on your credit card. Back
to top
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What
is your returns policy?
For all questions regarding returns please contact Customer
Services at:
·
North America (Free phone for US residents only): +1 866
828 0158
·
US and Americas (North and South America): +1 718 354 1096
·
Europe, Middle East & Asia: + 44 (0) 870 243 0103
·
or by fax : + 44 (0)870 243 0121 Back
to top
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What
do I do if my order doesn’t arrive?
As soon as your order is shipped, you’ll receive an e-mail
confirmation with the tracking number. This number allows you to track delivery
details of your order via the Website of the shipping company. If you do not
obtain the information required (reason for the delay, etc.,) please contact
Customer Services, who will be able to trace the whereabouts of your order
through the relevant shipping company. Back
to top
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What
do I do if my shopping cart will not accept products?
If your shopping cart will not accept products we suggest
you contact our Customer Services a webstore.support@gemalto.com
who may be able to help you resolve the problem. Back
to top
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What
do I do if my computer / browser crashes?
Browsers crash for any number of
reasons. We recommend that you restart your browser and attempt to reconnect
to the shop. If you have items in your shopping cart, they should still be
there provided that you logged on before putting your chosen items in your
cart. If your browser crashes while you are trying to place an order, it would
be wise to check its status by clicking on “My Account”/view “Your Open Orders”
to make sure that the order is correct once you get back on to the site.
If you are sure it is only a page
on our site that is making your browser crash, send an e-mail to Customer
Services at webstore.support@gemalto.com
, giving the address of the page you
are having problems with, any error message you may be receiving, and the
name and version of your browser. Back
to top
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If
I forget my password and/or user name, can I still access my account?
of all please note that when
you “register” you are asked to type in a “reminder” for your password. If
you forget your password when you “sign in” at a later date, simply click
on “if you have forgotten your password ‘click here”.’ However, if you fail
to retrieve your password, telephone or e-mail Customer Services who will
issue a new one for you. Back
to top
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Who
do I contact with further questions?
If you have any further questions
or queries, please e-mail to webstore.support@gemalto.com
or call:
·
North America (Free phone for US residents only): +1 866
828 0158
·
US and Americas (North and South America): +1 718 354 1096
·
Europe, Middle East & Asia: + 44 (0)870 243 0103
·
Or by fax: + 44 (0)870 243 0121
Back to top
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Where
do I find Gemalto Corporate Brochure?
You can download our corporate
brochure from our Website homepage by logging on to www.gemalto.com.
Back to top
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Where
can I get further information on your complete range of products?
For information on our complete
range of products, solutions and services logon to our company website at:
www.gemalto.com
. Back to top
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Where
can I get details of your local distributors?
For full details of local distributors
in your area simply go to our Webstore homepage and click on the Partners
link at the top of the page. Back
to top
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What
do WHQL and WLAN mean?
WHQL = Windows Hardware Quality Laboratory
(Microsoft program certification authority)
WLAN = Wireless LAN (access to the
wireless network) Back
to top
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What
does Mifare mean?
Mifare is a Philips' cryptography.
That means all the exchanges between the card and the reader are enciphered
using this proprietary cryptography. This one is the proprietary of Philips
only, we can not get the cryptography mechanism but only to use it. This cryptography
is the most widespread technology used in the contactless applications and
especially for the Physical Access Control, regarding the 13.56MHz of course.
Specific informations about this cryptography can be found on the Philips
web site. Back to
top
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What
does Wiegand mean?
Wiegand is a protocol used only in
the physical access control applications. This is a standard "de facto",
that means this one has not been voted in an international standard. Two main
types of wiegand can be used, the 26 bits and the 32 bits. Gemalto uses the
second because that is in connection with the card serial number format, assuring
the unicity of each badge. Back
to top
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What
is an OEM coupler?
An OEM coupler is a reader that must
be integrated into a larger equipment such as an automaton, a vending machine
or a bus validator. Gemalto couplers such as GemCore410-EMV, GemCore500-MS4,
GemEasyLink581 are OEM devices.
But GemSelf750-SV, GMX, Contact readers
are packaged products and are not OEM. Back
to top
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Is
the new GemPC Twin similar to GemPC410, 413, 430, 433?
The GemPC Twin and GemPC Key are
compatible with any PC/SC application and need dedicated drivers as any new
PC device. Back to top
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Do
the GemPC Twin and Key support memory cards?
The GemPC Twin and Key can drive
a synchronous card, using a specific firmware command driving out of the PC/SC
standard. Support is provided upon request. Back
to top
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The
GemPC Twin crystal casing looks fragile?
The GemPC Twin has been fully mechanically
qualified according to the standard environment tests applied on any PC-Link
reader (Damp Heat Storage, Thermal shock, Bumps, Free Fall..).
Back to top
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Why
does the GemPC Twin support less smart card insertion than the GemPC4xx?
The GemPC Twin is now qualified for
100,000 smart card insertions further to a new test campaign performed in
march 2003. Back
to top
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Does
the GemPC Twin support vertical card insertion as is the case with the GemPC410
Tower design?
A stand accessory for GemPC Twin
will be available mid- 2003 to improve the handling convenience for desktop
usage. Back to
top
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How
do I insert the plug-in card in the GemPC Key?
The plug-in card should be plugged
in the bottom cover first. The flyer will be updated to describe insertion
and removal process. Back
to top
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Do
the GemPC Twin and Key support the new 2.0 revision of the USB certification?
Both GemPC Twin and Key are certified
USB Full Speed 2.0. Back
to top
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Why
offer two different casings for serial and USB readers?
The Slim Line casing is dedicated
to graphical personalization while the GemPC Twin casing is crystal transparent
to promote the card printing. Back
to top
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Where
can I find the drivers for GemPC Twin and Key?
All the latest drivers for GemPC
Twin and Key can be downloaded free of charge from the Gemalto support portal
at: http://support.gemplus.com/gemdownload/readers/index.aspx.
Back to top
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Are
drivers for GemPC Twin and Key available?
Microsoft certified Drivers for Windows
98, 98SE, Me, 2000 and Xp are available for both GemPC Twin USB, Serial, and
GemPC Key. Drivers for 95 and NT4 for GemPC Twin [Serial] will be released
early June 2003. Back
to top
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How
long will the actual range be supported?
Readers are guaranteed within the
standard warranty period of 1 year and are supported in the same way as a
new reader. Back to top
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How
will our customers be informed of the phase out?
A PCN (Product Change Notification)
letter indicating the date of the last buy order, will be sent to every customer,
cc Sales and Customer Services. Back
to top
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Which
reader replaces which?
Each obsolete reader corresponds
to a new one:
GemPC410
--> GemPC Twin [Serial] + stand accessory
GemPC410-FD
--> GemPC Twin [Serial] + Floppy Bay accessory
GemPC410-SL & GemPC413-SL
--> GemPC Serial-SL
GemPC430 & GemPC433-SL
--> GemPC USB-SL
Back
to top
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What
are the minimum PC requirements to operate the new readers?
Just install corresponding drivers
(W95, NT4,…). New readers can then be used with any PC/SC application.
Back to top
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Are
these products compatible with Apple?
Our PC-link readers cannot be used
on Apple computers because we do not have mac os drivers for them.
Back to top
If you have any suggestions as
to how we can improve our service, please send an e-mail to: webstore.support@gemalto.com
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