FAQ

Yes, you can. Please send an email to service@pouleyn.be and we will be happy to help you.

Yes, you certainly can. Please note: these must be programmed on site. We therefore recommend combining this with a maintenance visit.

Don't panic — this happens sometimes. To help you as best we can, please fill in the service form on our website. Please also add a photo of the card with your unique key code, which you received upon delivery.

💡 Tip: We strongly recommend that you take a photo of the card as soon as you receive it and keep it safe. Unfortunately, we cannot order an extra key without this code, due to security regulations.

👉 Fill in the service form here.

1. Are the photocells completely clear? Check the photocells for dirt, branches, leaves or obstacles in between them.
2. Are the photocells still aligned? If a post is tilted due to a collision or severe storm, this will cause the gate to stop responding.
3. Has a fuse blown? Check your fuse box.
4. Is there an electrical problem? Turn the power off and on to see if the gate works again.
5. Is the transmitter battery flat? If the gate no longer responds to one specific transmitter but still works for the others, it is likely that the transmitter battery needs to be replaced.

If necessary, request assistance here.

Tip: if the flashing light flashes when you try to open the gate, count the number of times the light flashes and note this on your service request. This will give an indication of what the problem may be.

This is obviously a very unpleasant experience. We recommend that you notify the police immediately and do not touch anything until they have been to the scene to make their observations.

Afterwards, you can notify our service team so that we can assess together what repairs or replacements are needed. To do so, fill in the service form on our website and add clear photos of the damage. Based on this, our technicians can quickly assess what support is appropriate and how we can help you as quickly as possible.

👉 Fill in the service form here.

Wood exudes warmth and character, but it also requires proper care. Exposure to sun, rain and temperature fluctuations can cause the sealant to deteriorate over time.

We recommend carrying out an annual check, especially on the silicone joints and seals around the window or door frame. Silicone requires maintenance and can age or come loose over time.
 

💡 Maintenance tips:

• Clean the profiles with a soft cloth, water and natural soap. Avoid aggressive cleaning agents.
• Lubricate hinges annually with acid-free oil or silicone spray to keep everything running smoothly. (For cylinder maintenance: NEVER use WD40. Use graphite spray instead.)
• Check for visible gaps or damaged sealants — these are often the cause of water seepage.

👉 Have you determined that water is still getting in? Then fill in the service form and add clear photos of the situation so that our technicians can provide specific advice and, if necessary, plan an intervention.

Don't panic. After entering an incorrect code, you can enter the correct code and the gate will open (with an Aiphone keypad, you must wait until the lights go out).

In the event of glass breakage, it is important to remain calm and not attempt to repair the damage yourself. Glass can crack further or cause injury.

Fill in the service form on our website and add clear photos of the breakage (both close up and from a distance). Based on these images, our experts can assess the type of glass breakage and what intervention is required.

💡 Tip: There are different types of glass breakage. For example, thermal breakage often occurs at a perpendicular angle of 90°, after which the crack can spread further. Other types of breakage may indicate an impact or a structural problem. The clearer your photos are, the faster we can provide the right solution.

👉 Fill in the service form here.