24/7 Support

If you need to place a service call, please call our 24 hour toll-free Customer Service Hotline at 888.808.9433 (in the U.S.). Select #2 to leave a message between the hours of 5 p.m. and 6 a.m. PST that will be received the next business day.›

Experience with top facility and workforce management systems.

Loss Prevention Customer Service

Customer Service

Gatekeeper Systems are installed in 51 countries, with five million carts managed and installations with 45 of the top 50 retailers worldwide. Gatekeeper Systems supports small retailers to multinational retail chains with above and beyond customer service.

In the event of a service request, Gatekeeper Systems® will respond promptly to ensure a quick resolution. Response times are dependent upon the urgency of the customer's need. Once service has been completed, we will follow-up via telephone call or update in portal to notify the appropriate personnel of service scheduling and again upon completion of the service to confirm that service was performed and the issue resolved.

U.S. Technical Service And Support


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Search Gatekeeper Systems' FAQs by questions or keywords:

  • What is the service response time if the system does go down?

    Customers who notify Gatekeeper Systems of a system failure will receive a visit from a certified Gatekeeper Field Service Technician within 72 hours of the initial service call.

  • Who will provide ongoing maintenance?

    Ongoing system maintenance will be provided by certified Gatekeeper Systems Field Service Technicians. In order to ensure prompt response to service requests, Gatekeeper Systems has also established relationships with several retail services contractors who are trained and certified by Gatekeeper Systems to provide the highest-quality service and maintenance.

  • How long does an installation take and will it affect normal operations?

    Much of the installation work is performed after-hours to avoid any disruption. In cases of 24-hour store operation, every effort is made to safeguard patrons and minimize any potential disturbance. The average installation is completed in two days. Some installations require more time due to the complexity and/or scope of the implementation.

  • What is the range of the CartKey and is it adjustable?

    The CartKey signal has a maximum signal range of four feet and a minimum signal range of 18 inches. The CartKey is designed and engineered so store personnel can quickly and easily unlock or reset Gatekeeper wheels without any manual intervention or physical strain. The maximum range was set at four feet in order to provide an optimum balance between convenience and control; setting the maximum range at greater than four feet could result in personnel inadvertently locking nearby carts.

  • How long does the wheel battery last and can it be replaced?

    The battery installed in the SmartWheel 2.0 is a custom, ruggedized battery built to Gatekeeper specifications. This battery can be expected to last a minimum of 5+ years in normal purchek and cart containment use. The battery is not replaceable.

  • What kind of warranty does the system have?

    Gatekeeper Systems Purchek® and Cart Containment systems come with a comprehensive one-year parts and labor warranty covering all manufactures defects. Gatekeeper Systems SmartWheel® 2.0 comes with a comprehensive one-year warranty covering all manufacturers defects. The SmartWheel battery will be free from defects in materials and workmanship for a period of 5 years from the date of installation.

  • Is there an extended warranty or maintenance program available?

    Yes, additional warranty protection and maintenance programs are available. Please contact a sales representative for further details.




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