Customer support

Need printer assistance

We understand how valuable your time is. That’s why we have a flexible support team, able to work within your organisation’s needs for any help you may require.

To ensure that your problem is solved in the quickest and most efficient way, we have implemented a ticket response system that guarantees that one of our team members will respond to you within 1 – 2 working days.

Please supply our technical team with all the information about your printer problem and follow our simple step-by-step process.

How to submit a support ticket

Note your Javelin Jack’s serial number on the base of the printer.
Find your date of purchase *This should be the same as your warranty log date
Your machine specification. E.g. Does it have an encoding module fitted?
Please send all the above information to our ticket system by clicking the button below
Wait for a response from our technical support team who will aim to respond to your ticket in 1- 2 working days.

Need urgent printer support?

We understand that not everyone can wait for assistance, that’s why we offer a ‘Peace-of-mind’ support package if an immediate response is a priority to you. This ensures a fast-tracked support ticket and a printer hot-swap, meaning if your machine needs a little TLC in our warehouse, you’ll have a replacement sent out in the meantime.

Our printers are designed to be simple and easy to use. To help keep your printer in tip-top condition make sure you’re using your Javelin Cleaning Kit regularly (We recommend cleaning the printer when you change your ribbon) and maintain a constant ribbon stock, so you never run out!

Buy our Peace of mind support package here

Software comparison chart

Compare our software packages

	PriceTag Price labelling software Includes: Design tools, printing tools, images tools, allergen and icon image library, unlimited internal database	Create Entry level software Includes: Design tools, printing tools, image tools, limited to 200 records, Magnetic stripe encoding	Connect Everything in Create Plus: Advanced: design tools, printing tools and image tools. Unlimited records. CSV, MS, DB and Paradox connectivity.	Enhanced Everything in Connect Plus: Face recognition. Unlimited templates per layout. Multiple database connections. MS SQL server and MY SQL connectivity.	Ultimate Everything in Enhanced Plus: Encoding: MIFARE® Classic, HID® proximity reading. Plug-in support.	Max Everything in Ultimate Plus: Encoding: MIFARE® DESFire and MIFARE® SAM reading. Advanced scripting.
Software features
Free lifetime updates	✅	✅	✅	✅	✅	✅
Design tools and functionality features
Various card sizes	CR80	CR80	All sizes	All sizes	All sizes	All sizes
Add card templates	Unlimited	5	Unlimited	Unlimited	Unlimited	Unlimited
Pre-defined templates	✅	✅	✅	✅	✅	✅
Step-by-step card design wizard	✅	✅	✅	✅	✅	✅
Text, image, and drawing objects	✅	✅	✅	✅	✅	✅
1D Barcodes	✅	✅	✅	✅	✅	✅
Manual data entries	✅	✅	✅	✅	✅	✅
Grouping templates	✅	–	✅	✅	✅	✅
Background removal	–	–	✅	✅	✅	✅
2D Barcodes	✅	–	✅	✅	✅	✅
Export card preview	–	–	✅	✅	✅	✅
Unlimited layouts per template	–	–	–	✅	✅	✅
Printing features
Print to windows printers	✅	✅	✅	✅	✅	✅
Single and dual sided printing	✅	✅	✅	✅	✅	✅
UV Panel printing	–	–	✅	✅	✅	✅
Batch printing	✅	–	✅	✅	✅	✅
Windows print manager	–	–	✅	✅	✅	✅
Network printing	–	–	–	–	–	SBS
Photos, signatures, and image features
Image tools editor	✅	✅	✅	✅	✅	✅
DirectShow webcam support	–	✅	✅	✅	✅	✅
Twain image Acquisition	–	✅	✅	✅	✅	✅
Canon camera support	–	✅	✅	✅	✅	✅
Copy and paste photos	–	–	✅	✅	✅	✅
Advanced photo options	–	–	✅	✅	✅	✅
Signature pad support	–	–	✅	✅	✅	✅
Automatic face recognition	–	–	–	✅	✅	✅
Database connectivity
Internal database	✅ Unlimited	✅ Up to 200 records	✅ Unlimited	✅ Unlimited	✅ Unlimited	✅ Unlimited
MS Excel connectivity	–	–	✅	✅	✅	✅
CSV and text DB connectivity	✅ CSV import/export only	–	✅	✅	✅	✅
Paradox connectivity	–	–	✅	✅	✅	✅
MS SQL server connectivity (native)	–	–	–	✅	✅	✅
MySQL Connectivity (native)	–	–	–	✅	✅	✅
Active directory read and write (LDAP)	–	–	–	–	–	✅
Encoding features
Magnetic encoding	✅	✅	✅	✅	✅	✅
HID® Proximity reading	–	–	–	–	✅	✅
MIFARE® Classic 1K and 4K	–	–	–	–	✅	✅
MIFARE® DESFire EV1	–	–	–	–	–	✅
MIFARE® SAM AV2	–	–	–	–	–	✅
Other features
ID scanner support	–	–	–	–	✅	✅
Fingerprint scanner support	–	–	–	–	✅	✅
Paxton Net2 access control data connector	–	–	–	–	Plugin	Plugin
Contact card encoding	–	–	–	–	Plugin	Plugin
MIFARE® Ultralight	–	–	–	–	Plugin	Plugin
iClass & SEOS reading	–	–	–	–	Plugin	Plugin

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Need printer assistance

How to submit a support ticket

Need urgent printer support?

Compare our software packages

PriceTag

Price labelling software

Includes:
Design tools, printing tools, images tools, allergen and icon image library, unlimited internal database

Create

Entry level software

Includes:
Design tools, printing tools, image tools, limited to 200 records, Magnetic stripe encoding

Connect

Everything in Create

Plus:
Advanced: design tools, printing tools and image tools. Unlimited records. CSV, MS, DB and Paradox connectivity.

Enhanced

Everything in Connect

Plus:
Face recognition. Unlimited templates per layout. Multiple database connections. MS SQL server and MY SQL connectivity.

Ultimate

Everything in Enhanced

Plus:
Encoding: MIFARE® Classic, HID® proximity reading. Plug-in support.

Max

Everything in Ultimate

Plus:
Encoding: MIFARE® DESFire and MIFARE® SAM reading. Advanced scripting.

Customer support

Need printer assistance

How to submit a support ticket

Need urgent printer support?

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