FAQ

Yes, if you need a new remote control for the old Remote (RV2900), you can also use the current Remote 2.0 (RV2902) remote control.

You can buy the remote control at specialist hardware stores. You can find your nearest hardware store via this page.

• When you press the button on the remote, a light should appear on the Remote.
  
• Look through a camera at the light on the front of your remote control.
• If you see a white/purple light when you press the button, it is still working properly. If not, the batteries may be dead or the remote may be malfunctioning.

• See if the LED on the Remote flashes green/red when using the remote. If it doesn’t light up, there is something wrong with the Remote or the remote control.
• Remove a battery to reset the Remote and replace it afterwards. When you put the batteries back in the Remote, you can use it again. NOTE: you don’t have to wait 2 minutes during the battery change, as is described in the manual. However, you do need to operate the remote within 20 seconds for it to log on. If this doesn’t work, it could be that the batteries are dead or the window is jammed.
• Are the batteries still charged? If not, insert new batteries.
• 

Please contact our Customer Service department if none of the above is helping. Contact AXA by sending an e-mail to info.axa.home@allegion.com or by phone on 0318 – 536 111.

You can check this by unscrewing the Remote from the window and detaching it from the window hook using the red push-button.
Once the window is loose, see if the window can open and close without back pressure. If the window gives back pressure anywhere, it is possible that the Remote is malfunctioning as a result.

1. This may be due to one of the following causes:
   1. The Remote is too tightly adjusted
      If the locking unit is too tightly adjusted, turn the adjusting screw clockwise. For the exact instruction, see point 15 in the assembly instructions.

   

2. Cold batteries during winter, due to the window being open (too long)
   If the above does not work, it is probably due to the batteries. To check if this is the case, you should replace the batteries. First remove the outer cap, after which you can replace them. Then put the cover back on the window unit.
   

• See if the LED on the Remote flashes green/red when using the remote. If it does not come on, there is something wrong with the Remote or the remote.
• Disconnect the adapter for 10 seconds and reconnect it (reset). Now try opening the synch again.
• It often helps when opening to support the window slightly and apply some force to get the window to open.

1. Remove the hood.
2. Screw the 2 screws on the side out of the wood. These will hold the Remote on the frame.
3. At the front, push “the hook” to the left.
4. Breek vervolgens de kunststof raamhaak af.
5. Schuif de Remote van de grondplaat.
6. Haal de kap eraf.
7. Schroef de 2 schroeven aan de zijkant uit het hout. Deze houden de Remote op het kozijn.
8. Duw aan de voorzijde “de haak” naar links.
9. Next, break off the plastic window hook.
10. Slide the Remote off the base plate.

1. Remove the hood.
2. Screw the 2 screws on the side out of the wood. These will hold the remote to the frame.
3. Remove the (on top of) clear plastic cover by loosening 4 fasteners (Fig. A).
4. 
5. Remove the circuit board by carefully disconnecting the 2 plugs (Fig. B).
6. Remove the white part (Fig. C).
7. Loosen the 2 torx screws to remove the gray plastic cap (Fig. D).
8. Remove 2 more torx screws, after which you can remove the metal cover from the remote (Fig. E)
9. After this, the drive (motor) can be removed from both the left and right sides (Fig. F).
10. 
11. Now you can manually loosen the remote and pull the chain free. The slide that holds the window hook can be slid back and forth to release the window hook.

You can check the amount of paired remotes with the following roadmap:

1. Make sure the Remote is in sleep mode.
2. Grab a paired remote control.
3. Press the Remote’s stop button for ± 5 seconds.
4. While holding it down, the green LED light will keep flickering.
5. Release the stop button.
6. The green LED light goes out after 1 second.
7. Then the green LED flashes X number of times. The number of flashes indicates how many remotes are paired.

You may have several remotes linked to a Remote (max. 10) and want to unlink them. For example, because you want to pair new Remotes or, because you lost a Remote and want to ensure security.

To unlink a remote, at least 2 remotes must be paired. The remote used to unlink the other remains the only one paired.

1. Make sure the Remote is in sleep mode (Figure 1 ).
2. Remove the batteries from the Remote (Figure 2 ) (use the Remote that should remain paired).
3. Press the buttons on the empty Remote (Figure 3 ) (to remove the stored voltage from the PCB).
4. Remove the batteries from the Remote (figure 4 ).
5. Insert the batteries back into the Remote (Figure 5 ) (CAUTION: do not press any buttons).
6. Place the batteries back into the Remote (figure 6 ). The Remote is now in pairing mode.
7. Press a button on the Remote (figure 7 ). Wait ± 30 seconds for the Remote to get out of
   the pairing mode (the green LED light goes off).Press a button on the Remote (Figure 7 ). Then wait ± 30 seconds for the Remote to exit
   the pairing mode (the green LED goes off).
8. All paired remote controls are deleted, only the
   remote used is paired.

Below you will see the exact assembly steps for each time period, as seen in the above assembly video. It is advisable to keep the assembly instructions next to it!

There are several situations where you might consider replacing your home’s cylinder(s). We list a few below:

• When the current cylinder(s) is defective or worn out
• When the key breaks in the lock
• To improve the burglary protection of your home
• After a break-in (RECOMMENDED!)
• When moving house, because you do not know if you really get all the keys handed over.
• Convenience, if you are still using several keys, you can choose to make all the locks equal, so you only need one key for all doors

When choosing the right cylinder, you need to consider a number of dimensions:

• The thickness of your door.
• The thickness of the security door hardware on the outside of the door.
• The thickness of the security door hardware on the inside of the door.

When you add these three dimensions together, you have the total length of the cylinder that is suitable for your door. The standard size of a cylinder is 60 mm. This is also referred to as 30/30.

Please note: for optimal security, the Police Mark Safe Living prescribes that a cylinder may not protrude more than 3 mm or fall back more than 2 mm.

Of course, there are different doors and therefore different thicknesses of doors. So to be sure which cylinder size you need, it is wise to measure the old cylinders. To do this, measure the distances on both the left and right sides from the center of the turning mechanism in the cylinder.

It seems like a tricky job, but you can replace your cylinders yourself in no time by following the following 3 steps

1. Using a screwdriver, loosen the cylinder screw (the center screw on the side of the door) completely.
2. Insert the key into the cylinder and turn the key (15°) counterclockwise or clockwise
3. Carefully pull the cylinder out of the lock. Now you can insert another cylinder.

Tip: Is the cylinder stuck? Then disassemble the door handle, then unscrew the door shield and try again.

Een cilinderslot bestaat uit twee losse onderdelen. Het slot gaat in de deur waar de cilinder onderdeel van is. De cilinder is het gedeelte waar je de sleutel in steekt.

So with a cylinder you operate the door lock. In addition to both products, in most cases you also need security hardware for all your exterior doors. With these you complete your door security!

This depends on your living situation and the length of your current cylinders. In general, a double cylinder in the front or back door is the most common, for example in the size 30/30 mm. This type of cylinder can be operated from both sides with a key.

• If this is not desirable, you can also choose a knob cylinder that you can only operate from the outside with a key and from the inside with a knob.
• For sheds or storerooms, we recommend a single cylinder (also known as a: half cylinder). Common here is that you only want to operate the door from the outside.

All series of AXA security cylinders comply with the Police Mark Safe Living and are at least SKG2 approved, whereby the Xtreme series is even SKG3 approved. This makes the cylinders maximally burglar-resistant!

TIP: Also consider your door hardware and lock, that they are also SKG approved for solid security of your doors!

Police Hallmark – Safe Living
A house with the Police Mark Safe Living (PKVW) meets the requirements for burglary prevention and social security. It simply takes a burglar more time to enter such a home. Burglars will gladly skip a home with good security measures, such as certified hardware and good lighting!

SKG quality mark
The “STICHTING KWALITEITSCENTRUM GEVELBOUW (SKG)” is an independent organization that for more than 35 years has ensured that security products in terms of strength and durability meet certain requirements. The SKG label, where applicable, is stated with each individual product. The following classification has been made:

• SKG** (HEAVY)
  SKG**, independent. These are products that independently delay the entry of burglars for at least 3 minutes.
• SKG*** (EXTRA HEAVY)
  SKG***, independent. These are products that independently delay the entry of burglars for at least 5 minutes.

A few minutes may not seem like much but the majority of burglaries are occasional burglaries. The burglar looks where they can get in quickly. Security products are easily noticeable from the outside of the home. This makes it more likely that a burglar will walk on to a home that does not have SKG products.

• • • Drill protection ensures that drills break off or blunt when attempted to break in and the lock remains blocked.
    • Scanning protection is a special device in the cylinder that ensures it will lock when manipulated from the outside with special tools.
    • In impression techniques, Burglars gently move a special, uncut key back and forth in the cylinder. The pins leave impressions on this key, showing what the correct key should look like. A file is used to machine the key. A special device in the cylinder prevents the lock from opening.
    • Knock key security is also called knock key security. This is a protection against the method in which a standard key – whose notches are maxed out and thieves can enter your home with one blow of a hammer against the key – without burglary marks.
    • Key copy protection through security certificate. Keys can only be duplicated upon presentation of the security certificate.
    • Key copy protection prevents burglars from using a screw (which they turn in a cylinder in combination with a pulley puller) to pull the entire cylinder core out of the lock and thus open the door.
    • Hazard function. Also called emergency or hotel function. This means that in a panic situation the door can be opened with a key from the outside, even if a key is placed on the inside at the same time.

      Please note that AXA Comfort Security cylinders work with a reversible key. Unlike a normal key, a reversible key can be used on both sides. Useful when you are visually impaired, or when it is dark for example. In addition, a reversible key has no sharp edges, so it is also a lot friendlier for your pocket!

When you order multiple cylinders, from the same series (Security, Comfort, Ultimate, Xtreme), through the AXA cylinder and key service, all cylinders are always keyed alike. Please note, however, that some series cannot be combined with each other to form an equal-key plan.

Example: a cylinder from the Security and the Ultimate series cannot be combined to equal-key sets.

Some exceptions to this are cylinders from the Ultimate and Xtreme Security series, these can be combined to equal-key sets.

You can do this by clicking the “RE-ORDER” button on the home screen when you visit the AXA cylinder and key service. In the next screen you need to enter the key number. The key number can be found on the key itself.

• For the Security and Comfort Security series, a key number is sufficient to order additional keys (and/or cylinders).
• With the Ultimate Security and Xtreme Security series, after entering the key number you also need to upload a copy of the corresponding certificate/Security Card.

This can also be done via the button ‘RE-ORDER‘. In the next screen you need to enter the key number.

• With the Security and Comfort Security series, a key number is sufficient to order additional cylinders (and/or keys).
• With the Ultimate Security and Xtreme Security series, after entering the key number (just like when ordering additional keys) you need to upload a copy of the accompanying certificate/Security Card.

Yes, you can. You can always go through the same steps via the ‘REPLACE‘ button.

If the key number is not recognized, check the questions below:

• Are you sure you are reading the key number correctly?
• Are you sure you have an AXA key/cylinder?

If you can answer both questions with ‘yes’ and our system still does not recognize the key number, you should contact our Customer Service. You can do this via telephone number 0318-536 111 or by e-mail to: info.axa.home@allegion.com.

If you have keys or cylinders from the Security or Comfort Security series, you can always reorder keys or cylinders without a Security card.

However, do you have cylinders from the Ultimate Security or Xtreme Security series? Unfortunately, it is not possible to order additional keys or cylinders without a certificate (Security card).

When you order new cylinders, you will receive 3 keys with each cylinder as standard. During the ordering process, you can specify how many additional keys you want for each cylinder.

Example: do you order one cylinder? Then you will receive 3 keys with it. If you order 4 cylinders, you will receive 12 keys in total.

For additional orders by key number, these will only be supplied individually or in the quantities specified by you.

All orders in the AXA cylinder and key service are customized. Therefore, it is unfortunately not possible to return these items.

Please check the cylinder sizes carefully in advance. Above and in the order area you will find an explanation of the different measurement methods you can use to measure your cylinders. Also check out the instruction video below!

You can pay by bank transfer, credit card and iDEAL.

If you wish to cancel your order for any reason, it is best to contact our Customer Service as soon as possible. They can view the order status at any time.

If your order has not yet gone into production, we can still cancel it. Is your order already in production? Then it is not possible to cancel it.

Currently, we always send all orders by registered mail via PostNL in The Netherlands. With this we choose extra security: the contents of your order is insured in case of loss or damage.

In addition, we attach great importance to ensuring that your new cylinders or keys (of your home) do not accidentally fall into the wrong hands!

PostNL will deliver the order to the address you provide in the ordering process.

We strive to deliver your order within 5 business days. Because we customize these products especially for you, we use these delivery times.

For all orders placed in the cylinder and key service, we currently deliver only to addresses in the Netherlands.

Therefore, if you do not live in the Netherlands, it is unfortunately not possible to place an order.

When you order new cylinders, you will receive 3 keys with each cylinder as standard. During the ordering process, you can specify how many additional keys you want for each cylinder.

Example: do you order one cylinder? Then you will receive 3 keys with it. If you order 4 cylinders, you will receive 12 keys in total.

For additional orders by key number, these will only be supplied individually or in the quantities specified by you.

All orders in the AXA cylinder and key service are customized. Therefore, it is unfortunately not possible to return these items.

Please check the cylinder sizes carefully in advance. Above and in the order area you will find an explanation of the different measurement methods you can use to measure your cylinders. Also check out the instruction video below!

For warranty policy, please refer to our “Terms and Conditions” (Article 7), as described on our cylinder and key service area.