Warranty & Technical Support for KIDSjumpTECH Interactive Equipment

Warranty and Support at a Glance

How Long Is the Equipment Warranty?

The warranty period depends on the model you purchase. Using equipment in a school or commercial venue does not change the warranty assigned to that model.

Compare configurations on our Interactive Floor, AR Sandbox, and Animated Drawing pages. Confirm the warranty for your selected configuration before ordering.

When Does Coverage Start, and Do I Need to Register?

Warranty coverage starts when you receive the equipment. We handle registration internally; you do not need to complete a separate registration process. When requesting service, you can send us a photo of the warranty identification sticker so we can identify your equipment and customer record.

What Does the Warranty Cover?

The warranty covers manufacturing defects, factory assembly errors, and unexpected hardware failures that happen under normal operating conditions.

Covered components include computers, projectors, optical sensors and cameras, control tablets, scanners, and any metal or plastic housings and stands supplied with the system.

Once a warranty claim is approved, we cover remote diagnosis, repairing or replacing the faulty component, and remote help with system setup and recalibration. Shipping and on-site visits are handled separately, as we explain below.

We manage service for the whole system. If a projector, sensor, or any other covered component fails, reach out to our technical team instead of arranging service with the manufacturer yourself.

What Is Not Covered by the Warranty?

Damage caused by the following conditions is outside warranty coverage:

• Physical damage: impacts, drops, or vandalism, including broken sensor lenses, damaged tablet screens, and deformed housings.
• Unsuitable operating conditions: liquid exposure, outdoor use without appropriate protection, extreme temperatures, or excessive humidity.
• Electrical damage: ports or power supplies damaged by severe power surges where no voltage stabilizer or uninterruptible power supply is used.
• Unauthorized modifications: opening sealed assemblies without authorization, altering the equipment housing, or installing incompatible third-party software that causes a system failure.

For these service cases, you pay for diagnostics, parts, labor, and shipping. Contact support before opening a sealed component, modifying the equipment, or arranging an outside repair.

How to Request Technical Support

Contact us by phone or email, or use WhatsApp if you are outside the United States. You can report a problem from another device even if your interactive system is not working.

Please provide:

• Your equipment model and serial number.
• Your organization’s name and order or invoice reference, if available.
• A description of the problem and when it started.
• Photos, a short video, or the exact error message.
• Whether the issue affects one game or the entire system.
• Recent changes, such as moving the system, changing the network, or installing software.
• Your contact details and preferred time for a technical session.

You’ll find serial numbers on identification stickers on the back of each component housing, including projectors, computers, sensors, scanners, and tablets. Just read the number to our engineer over the phone or include it in your written request.

Once we record the serial number and the issue, we create a service request and assign it a unique reference number. Use this number to check on progress. Our service system also generates a report after repairs or key diagnostic stages are done.

How Remote Diagnostics Work

Remote diagnostics are our primary approach to troubleshooting and are included for covered warranty issues. A technical session allows our engineer to review the system with you and assess whether the issue can be resolved remotely.

1. Connect the system to the internet. Use stable Wi-Fi, an Ethernet connection, or a mobile hotspot.
2. Open the remote support application. Our team supports Splashtop, TeamViewer, and AnyDesk. Our engineer will guide you through the appropriate application installed on your equipment.
3. Authorize the session. Provide the application’s connection ID and session password directly to the engineer during the support session. Access is established with your explicit consent and while you are present.
4. Review the issue together. Our engineer examines the system desktop and logs to investigate the problem.

At the end of the session, close the remote support application and ask the engineer to confirm that the connection has ended. If your organization has IT access requirements, involve your IT team before the session.

You can schedule remote diagnostics or equipment configuration through our online calendar to fit your operating hours and activity schedule.

Component Repair and Replacement

For a confirmed warranty fault, our technical team chooses the best way to restore the system: repair the faulty component, supply a new replacement part, or, in rare cases where repair isn’t possible or doesn’t make financial sense, replace the complete device.

Every replacement component we supply is new. We never use previously owned or refurbished parts. This applies across our equipment range, including the Commercial Mobile Interactive Wall.

Before buying or replacing any projector, computer, sensor, scanner, or other component, contact our technical team. We need to confirm it’s compatible with your software version, connections, and system configuration. Unauthorized hardware work can affect warranty coverage.

Return Authorization and Shipping

Equipment must not be sent to a service center until remote diagnostics have been completed and a Return Merchandise Authorization (RMA) number has been issued. Our support team will provide the return address and packaging instructions.

Damage during transport caused by inadequate packaging is not covered by the warranty.

Removing and Installing Components

You remove the faulty component and install the replacement with guidance from our engineer by video or phone. This remote assistance is free.

If you prefer to have our specialist carry out removal and installation at your facility, the visit is charged separately under our service terms.

When Is a Technician Visit Available?

If a hardware fault can’t be resolved remotely, we usually ask you to send the affected component to a service center. But we may arrange a visit from one of our engineers or a local service partner instead when:

• Shipping puts fragile or large components at real risk of damage.
• Shipping both ways would interrupt your activities for too long.
• Packaging, insurance, and courier costs would exceed the cost of a local technician visit.

Contact support to talk through availability and service arrangements for your location.

Internet Access and Software License Verification

Our systems run locally and don’t need a continuous high-speed internet connection for everyday use. But the equipment does need to connect to the internet at least once a week so the software can verify its license with our servers.

For that license check, a low-bandwidth connection, even a mobile hotspot, is enough. If the system stays offline for more than seven days, interactive applications might temporarily stop working until the connection is restored and the license is verified.

You’ll also need internet access to download software updates and new game content, and for remote diagnostics or calibration. When an engineer accesses the system remotely, the connection has to be stable.

Service Timing and Support After the Warranty

Our engineering team begins processing your request when it is received. Remote sessions can be booked through our online calendar. If a warranty replacement is approved, we prepare the new component for shipment promptly; transit time depends on your location and the carrier’s schedule.

Contact our technical team for a service estimate based on your diagnosis, location, and shipping requirements.

Technical assistance continues after the equipment warranty expires. If your system needs attention, contact us with its model, serial number, and a description of the issue. Request an estimate for any diagnostic work, parts, repairs, or shipping before proceeding.