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C.A.P. in the storeoperation and faults
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Contact

What is it about?

Question about CAP Explorer Campaigns, visuals, reports

Request a CAP Explorer account Access to CAP Explorer

Fault on the C.A.P. system Screen, sound or reader in the store

Order hardware For example new RFID tags

Changes to the C.A.P. system Quiet hours, opening hours, checkouts, refits

Other Everything else, for example advertising or becoming a partner

Please choose what it is about.

Many answers are already in the Help Center. While you write, we suggest matching articles.

If you would like to advertise or become a partner, write it here. We pass your request on to the Cyreen sales team. If a campaign is already running and you have a question about it, please choose «Question about CAP Explorer».

Requesting an account with this form makes sense if you are already in contact with Cyreen. Otherwise please book a demo first: Book a demo.

What happens after your request is described in How do I request an account?.

What is the issue?

The screen is blackThe picture is frozenAdvertisement not played with soundThe sound is too loud or too quietAdvertising does not start when a trolley or basket passesA device is damagedAnother fault on the C.A.P. system

Not a topic for technical support

Content on the screens should be changedA device that is not part of the C.A.P. system has a fault

Please choose what you see.

More on this: Check and report a fault, User manuals

What have you already checked?

Please confirm the self-check before you report the fault.

I could not check everything. I explain why in the description.

Please confirm the checks or that you could not check everything.

Do you still have a question for Cyreen Support?

Store and details

What would you like to tell us?

Communicate a quiet hourReport opening hours or special daysCommunicate a change at the checkoutCommunicate a refit of the storeChange or replace trolleys or baskets

Please choose what it is about.

Good to know

During a quiet hour, your C.A.P. screens play advertisements without sound. The screens are not black. Changes can take up to three days to be applied.

Store name

Please enter the store name.

Address of the store

Please enter the address.

Visible checkout number that hangs at the checkout in the store — Example from the data exchange document: The visible checkout number hangs at the checkout.

Quiet hours

During a quiet hour, advertisement is played without sound. Each week can have different quiet hours: add more rows for that.

Please check the quiet hours: at least one weekday, a time from before to, and a date from tomorrow or a calendar week.

What changes?

Please choose what changes.

Applies from (date)

Please enter a date from tomorrow. Changes only apply from the next day.

Until (date, optional)

The end date must not be before the start date.

Time from

Please enter the time.

Time until

Please enter the time.

Which type of RFID tags?

Sticker Tag to stick on

Side mount Black tag, mounted on the side of the trolley

Both Sticker and side mount tag

Please choose the type of tags.

Sticker tags for trolleys and baskets, side mount only for trolleys. More about the types of mounting in the installation documents in the Download Center (if available).

Number of RFID tags

Please enter the number (1 to 10000).

Store and device

Which device is affected?

C.A.P. screen

Area reader

RFID tag on the trolley or basket Top sticker, bottom side mount

LTE router

RFID antenna

Checkout reader

Multiplexer ? Not sure

Please choose the device.

Store name

Please enter the store name.

Device numberEvery device has a clearly visible device number. On the C.A.P. screen it is the large number on the back.

123456

No device number visible

Please enter the device number.

Address of the store

Please enter the address.

Time it occurred

Please enter the date and time.

Frequency

Please choose the frequency.

I have already reported this fault.

Ticket number (if known)

Your contact details

Name

Please enter your name.

E-mail

Please enter a valid e-mail address.

Phone number

Please enter a phone number.

When you can be reached

Please tell us when you can be reached.

Company

Please enter your company.

Message

At least 10 characters.

Please write at least 10 characters.

Does one of these articles help?

Photos or documents (optional)

Choose files

Up to 5 images or PDF, 4 MB in total. We shrink large photos before sending.

Good photos show the device clearly, with the device number and the status lights.

Website

I agree that Cyreen processes my details and attachments to handle this request. Cyreen only uses them for this purpose.

Please confirm that Cyreen may process your details for this.

Please check:

Prefer paper? The incident report form is in the Download Center. Send the completed form to support@cyreen.de.

Your report is filed under this number:

Unfortunately we could not add the attachments. Please send them as a reply to the ticket e-mail from Support.

Sorry, this did not work. Please try again later or write to support@cyreen.de.

One request per message. The reply comes by e-mail.
Questions about the content of your campaign go to the internal retail media project contact of your retailer.

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