FAQ

1. How do I choose the model for my remote?
2. I can't find my remote using the search engine. What should I do?
3. I can't remember what my remote looks like. How do I find it?
4. My remote is too big for me, can I change it for a smaller one?
5. I've found on your site a remote that is the same as mine but with a different frequency. Will it work?
6. How do I find out the frequency of my remote?
7. I've found on your site a remote that has the same frequency as mine but a different model. Will it work?
8. I've found on your site a remote that looks the same as mine on the outside, but the inside is different. Will it work?
9. Why are you proposing replacing my remote with another model?
10. Will I be able to programme my remote myself?
11. What is a “switch”? How do I programme my remote if it has switches?
12. How do I programme my remote automatically?
13. Are batteries provided with the remotes?
14. Is it possible to pay without using a bank card?
15. The remote that I purchased does not work. What should I do?
16. Why should I order two remotes?
17. Why does Remote Control Express have lower prices?
18. Does Remote Control Express only sell original remotes?
19. All my remotes stopped working at the same time, what should I do?

1. How do I choose the model for my remote?

It's simple! Remotes are not inter-compatible.
You must therefore choose the same model that you have now. It could be that the exact model is no longer manufactured, and in that case we will propose a “replacement model”. These models will obviously be compatible with the model to be replaced.

2. I can't find my remote using the search engine. What should I do?

Send us a photo of your remote by email to: contact@remotecontrol-express.co.uk
We will respond quickly!
It is important that you do not order any other remote unless we indicate a replacement model for one that is now obsolete.

3. I can't remember what my remote looks like. How do I find it?

If you can no longer remember what your remote looks like, nor the reference for your remote, you could ask a neighbour who uses the same door/gate to give you the reference on his remote.
You could also determine the brand of your remote by looking at the brand of the receiver which will be located near to the door/gate. The receivers and the remotes are often of the same brand.
Finally, you could contact the company that installed your system, or your syndic, and request the information.

4. My remote is too big for me, can I change it for a smaller one?

First, search for your current remote using our search engine.
If your remote is compatible with a smaller remote, it will be indicated in the product information as a possible replacement product.
If that is not the case, it is not possible to have another model, even if the frequency or colour are identical. Another model would not be compatible with your system.

5. I've found on your site a remote that is the same as mine but with a different frequency. Will it work?

No. Sometimes one box is manufactured with different frequencies, which are not compatible with each other. It is therefore essential that you verify the frequency of the remote to be replaced before purchase as remotes with different frequencies are never compatible.
If your new remote is not compatible with your system, it will not give the order to open nor close your gate or door, and will as such be useless.

6. How do I find out the frequency of my remote?

To verify the frequency of your remote, open the casing and look at the writing on the quartz. You can't go wrong!
Photos of the quartz with the frequencies written on are attached to the product information of the remotes that could look identical but have different frequencies.
In certain remotes, the frequencies are not easily visible. You should therefore look at the back of the remote, or in your receiver. Attention, frequencies (MHz) are figures like 30.875 or 26.995 or 433.920, etc. Numbers beginning “CE...” on the back of a remote are not frequencies. The other numbers written on the quartz (such as “MEC...”) are also useless in determining frequency.

7. I've found on your site a remote that has the same frequency as mine but a different model. Will it work?

No. Manufacturers use various ranges of frequencies. However, each manufacturer has its own mode of transmission. So two remotes which have the same frequency but are made by two different manufacturers, will not be compatible, even if they have an identical number of switches! You must therefore search for the exact model of your remote using our search engine.

8. I've found a remote on your site that looks the same as mine on the outside, but the inside is different. Will it work?

No. One type of casing could have been manufactured for remotes with switches and pre-programmable remotes. For these models, our product information pages will provide a photograph of the inside of the casing so that you can compare it with your remote. So two remotes that are not the same on the inside (switches or not) will not be compatible..

9. Why are you proposing replacing my remote with another model?

The most common reasons for replacing one remote with another are always for the benefit of our clients:

• Replacement of an old model that is no longer manufactured by a more recent compatible model,
• Replacement by a smaller, cheaper model,
• Replacement by a cheaper model with more buttons (for example a remote with 1 button could be replaced by a remote with 2 buttons). In that way you benefit from lower prices!

10. Will I be able to programme my remote myself?

All the remotes that we sell are easy and quick to programme, don't require any equipment, and are delivered with instructions for programming.
In few cases, the original device could have been locked on installation, which means that programming is not possible. For these models, a pop up window containing a warning will be shown to clients before purchase. If a window pops up during your search, contact the company of installation directly, or your syndic, to verify that the device is not locked.
In general, it is extremely rare for an individual device to be locked, and only some co-owned devices are locked in this way, not all.

11. What is a “switch”? How do I programme my remote if it has switches?

“Switches” are mini interrupters located inside your remote.
To programme your new remote, you simply have to ensure that the switches are positioned in the same combination as in your old remote, which was already programmed.

12. How do I programme my remote automatically?

There are various ways to automatically programme your remote. We will look at an example from a common model.

13. Are batteries provided with the remote?

Yes, all our remotes are supplied with a battery. Our prices include the price of the battery: no supplement, no nasty surprises on delivery!

14. Is it possible to pay without using a bank card?

In order to provide you with the lowest prices and the quickest delivery times, Remote Control Express encourages online payment with a bank card as orders paid in that way are processed quickly.
If you are a professional client, contact us using our dedicated web page: http://www.remotecontrol-express.co.uk/pro.html to create a professional account, enabling you to pay for your orders by cheque. Products ordered will then be dispatched after the cheque has been received.

15. The remote that I purchased does not work. What should I do?

1- First, check that the model you have received is compatible with your current remote. The new remote must be exactly the same model that you have now (unless we suggest a “replacement model”). The brand, frequency and colour should be identical.
If your new remote is not the same as the original, send it back to us by post (Télécommande Express - 13 rue Georges Auric - 75019 Paris - France), enclosing a letter indicating the make and model of your remote, your name and address and your order. We will then send the correct remote to you taking into account postage and packing costs of £10 and, where necessary, the difference in price between the model ordered initially and the correct replacement.

2- It could be that your remote does not work. Remote Control Express guarantees its remotes for 3 months. Our guarantee applies to any defect, faulty material or proven manufacturing problem. It does not apply in the following cases:

• Replacement of batteries or other consumables
• Use of the product not following the manufacturer's advice as indicated on the information sent with the product
• Defects and their consequences caused by a repair not authorised by the manufacturer
• Defects and their consequences caused by external factors (water, heat, etc.)

The return of items under guarantee is accepted by Remote Control Express when the following conditions are followed:
The client should send an email to Remote Control Express after sales service: customersupport@remotecontrol-express.co.uk to request authorisation to return the product.
Once that authorisation has been received, the client should return the remote, postage paid, (only such packages will be accepted) to Remote Control Express with a copy of the receipt of purchase and information relating to why the return is being made, indicated on the following document:
Link to the form for returning a product

16. Why should I order two remotes?

From our experience, we would advise that you have:

• one remote per vehicle, to avoid forgetting the remote and for your safety: not having to leave your vehicle at night or in the rain
• one emergency remote, which has several uses:
  • avoiding leaving your vehicle outside if you lose your remote or if it breaks down.
  • the emergency remote could also better replace the “key you leave with a neighbour”. Your neighbour could then open the door or gate in your absence if necessary, (meter readings, fragile objects to return to your garage during a storm...), without having the key to your home, which is easier to reproduce.
  • if you replace a remote that is not working, bear in mind that your other remotes were probably purchased at the same time, so be prepared for a breakdown!

17. Why does Remote Control Express have lower prices?

Because you order and programme the remote yourself, you reduce the service costs relating to your remote!
Remote Control Express buys its remotes in bulk directly from the manufacturer to guarantee remotes will be in stock, allowing us to quickly dispatch your order. Bulk purchasing also means we can offer lower prices!
But the low prices do not come at the cost of quality: at Remote Control Express, all the remotes are original models. No copies, only known brands!

18. Does Remote Control Express only sell original remotes?

Yes. All our remotes are original brands, and there are many of them! It could be that a model is replaced by another remote, sometimes the same brand, or sometimes another, but it will never be a copy!

19. All my remotes stopped working at the same time, what should I do?

It is likely there is a problem with your receiver. Contact the company that installed your device to determine if there is a problem before purchasing new remotes.