• Login
contact us | order parts online | (415) 525-8100

technical support

We’re here to help!

The Cantaloupe Support Team specializes in troubleshooting the installation, maintenance, and repair of Seed devices, Seed Cashless, and many other issues, so reach out to us!

Support Hours

We’re available Monday through Friday from 7:00am to 4:30pm Pacific Time (PT). We are unavailable during a team meeting on Wednesdays between 3:00-4:00pm PT, and also for about a half hour on Mondays at 10:00am PT during another company-wide meeting. All other Support closures during normal business hours (other than national holidays) will be posted a week in advance in the banner you see when logging into Seed.

Support Options

We’re available by phone, web, and email.

Phone Support:  Call (415) 525-8100, choose option 1
If you hear that you are the first in queue, hang in there, someone should be with you shortly. Our maximum hold time is five minutes, so if you’re on hold for that long or you call when we are closed, leave a message with your company name, your name, cell phone number, device serial number (if applicable), and a brief message. We’ll do our darndest to get back to you within 15 minutes during our open hours. If you leave a voice message when we are closed, we’ll return it first thing the next business day.

Web Support
Available to existing customers only. Log into Seed and click on the little question mark in the upper right hand corner. Click on the “Open a Support Case” link on the left side of your screen. Please include:

  • Your company name
  • Your name
  • Your cell phone number
  • Seed device serial number (if appropriate)
  • A brief description of the issue

Email Support
Send an email to support@cantaloupesys.com. Please include:

  • Your company name
  • Your name
  • Your cell phone number
  • Seed device serial number (if appropriate)
  • A brief description of the issue
Return Merchandise Authorizations (RMAs)

Seed devices are extremely reliable, which means that the vast majority of “my device is broken” complaints turn out to be problems with the vending machine itself, its configuration, or its peripherals. We’re happy to help you diagnose the root cause of the problems you’re seeing, even if the root cause turns out to be the machine and not Seed.

RMAs are used to replace non-working hardware. Before returning a device, you or a your Technician should call Cantaloupe Customer Care while in front of the machine where the problem is occurring. One of our agents will walk you or your tech through a series of troubleshooting steps. Then, if all tests have been exhausted and the device or other hardware is still not working as expected, the Customer Care agent on the phone will issue an RMA number you can use to return the device for a replacement.

IMPORTANT: RMAs are device-specific. To maintain the correct billing plan and create the correct linkages, we need to know the exact Seed serial number of the device(s) coming back to us in order. Without this information we cannot correctly send out a replacement device to you. RMAs may take as long as two weeks to process, but usually we turn them around much faster.

Please print out a copy of the RMA email sent to you, and include this printout with the hardware you ship back to us. Including other merchandise NOT listed on the RMA email will slow down the process as we will have to contact you again.

Device Deactivations

Cantaloupe Systems sometimes identifies devices that either fail to report consistently, or report too often. In either case, the device does not work for you as intended. For example, if a vending machine has a controller board issue and the machine reboots hundreds of times per day, it will not DEX or use cashless correctly. If we find a misbehaving device like this in your catalog, we will notify you that we will be deactivating the device. If we notify you and do not hear back, we may go ahead with the deactivation anyway to save you monthly fees.

These misbehaving devices are usually due to a machine problem, for example needing a controller board firmware upgrade or needing a configuration change to reduce the size of the DEX file. Your best option is to have your Technician call us while in front of this machine so that our Support Engineer can walk your Tech through the troubleshooting steps in real time over the phone.

Device Transfers

If you buy Seed devices second-hand, you will need to fill out a Transfer Access Agreement before we can add these devices to your catalog. Please contact Support (see contact info above) or Cantaloupe Sales to get the process started.

·         Available to existing customers only. Log into Seed2 and click on the little question mark in the upper right hand corner. Click on the Open a Support Case link on the left side of your screen. Please include the company name, your name, cell phone number, device number and a brief description of the issue.

Top