Support
DCmove is made by Dervet s.r.l., who also makes the door and gate automation hardware it controls. Whatever the question is about — the app or the machine — it reaches the same people.
Get in touch
- service@dervet.com
- Telephone
- +39 0373 386450 — Monday to Friday, office hours (CET)
- Post
- Dervet s.r.l., Via Trescore 32/a, 26020 Palazzo Pignano (CR), Italy
The fastest route is inside the app
If the app is installed and the door is on your account, open the door and use Support from its menu. A request sent that way arrives with the serial number, the firmware version, the current diagnostics and the door's event log already attached, and you can add up to three photos. It saves the round of questions an e-mail usually needs.
If you write to us instead
Tell us these four things and the first reply will be a useful one:
- the serial number of the device — it is on the label and in the app
- the firmware version, shown on the device page in the app
- what the door does, and what you expected it to do
- when it started, and whether it happens every time
Common questions
The app shows an empty list
A new account has no devices. A door appears once it has been added — by scanning its QR code, or by whoever installed it sharing it with you.
The controls do nothing
Remote control has to be enabled on the machine itself: go to the door, open menu 9.2 on its display and turn on App Pairing. The app cannot switch this on for you, and that is deliberate.
The door shows as offline
The device has lost its connection to the network or to the cloud. Check that its Wi-Fi is in range and working; if it has moved network, it needs to be given the new credentials again from the app, over Bluetooth.
I forgot my password
Use Forgot password on the sign-in screen. A PIN arrives by e-mail and lets you set a new one. The PIN is valid for one hour.
Requirements
- iOS 13.0 or later — iPhone and iPad
- Android — phones and tablets
- A DCmove device, and an account
Privacy, terms and your account
How your data is handled is described in the privacy policy; the conditions of use are in the terms of service. You can delete your account at any time, from inside the app or by writing to us. For privacy requests specifically, the address is privacy@dervet.com.