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FAQ

  • Frequently Asked Questions

1. How long does the warranty last?

The warranty will vary depending upon product purchased. This can be a 2, 3, 5 or 7 year warranty. This information can be found within the corresponding product section.

 

2. How often should my garage door be serviced?

We recommend that you check your garage door every two years. Your local Merlin Dealer will be able to sort this out for you. Contact our Customer Service Centre on 1800 638 234 for your nearest Merlin Dealer.

3. How do you program remotes?

Most of our remotes in the Accessories section of this website will have downloadable instruction manuals on how to programme. Check the relevant product page or otherwise feel free to contact our Customer Service Centre on 1800 638 234.

4. What is a learn button and where is it?

A learn button is the button that is on the actual garage door unit. When the garage door is installed, it is used to program your remotes, the different levels of tolerance levels (how high or low the door goes).

5. What remotes are compatible with my garage door opener?

We have a wide range of remotes available. More information can be found here – remember to have your model number handy.

6. What security technology does Merlin use with their myQ technology?

Since 2011, new Merlin garage door opener products have been protected by our Security+ 2.0 technology – the highest level of security encryption available in the market.

We encourage Australians and New Zealanders with garage doors to ensure they have secure, safe and high-quality garage door openers installed and only use genuine accessories, to ensure the safety and security of their homes, belongings and loved ones.

If any Merlin customers have questions or concerns, we recommend contacting Merlin directly on 1800 638 234 in Australia or 0800 653 667 in New Zealand.

7. How does myQ work?

myQ is a cloud-based software that monitors and controls your myQ compatible garage door opener remotely. By using a compatible smart phone or Apple Watch with the myQ App installed, you can check the status of your garage door, and open and close it remotely. The myQ App will also send notifications of any garage door activity to your smartphone or Apple Watch

Upon a request from you, your smart phone / Apple Watch communicates with the myQ servers which ultimately communicate to your garage door opener via your home’s router.

You garage door opener needs to be connected to your home’s internet by either connecting directly to your Wi-Fi or via a plug-and-play device known as an internet gateway (method of connecting depends on the garage door opener you have).

Set-up is easy and takes a couple of minutes. To operate your garage door via the myQ App, we insist on the installation of monitored entrapment protection (Safety IR Beams) to ensure your garage door will reverse if someone or something is obstructing it, preventing damage to property, serious injury or even death. It is also a safety requirement under Australian / New Zealand Standards.

8. What does Merlin do to ensure security of all its products?

Merlin uses sophisticated security techniques and regular audits to ensure our products are secure and we are constantly testing our products to ensure we are at the forefront of the latest security measures.

Merlin has made some software changes in our previously released myQ App update to eliminate the possibility of a real-world attack by notifying the homeowner that communications with the door have been lost. These updates are in effect for everyone using the myQ App and we will continue to use security techniques and regular audits to ensure the security of our products.

9. How would I know if someone has had access to my garage?

myQ technology is designed to give you peace of mind when you’re away from home. With Merlin’s myQ technology, your garage door is constantly monitored. You can check the status of your garage door in the myQ App at any time.

The myQ App sends real-time notifications on t­he status of your garage door, so you know your garage is secure or if it’s been accessed while you’re away.

Merlin’s myQ technology allows you to monitor and control your garage door no matter where you are, from your smartphone, tablet or Apple Watch and sends real-time alerts and notifications when the garage door is opened, closed or left open for a period of time. You can also easily check when your garage has been accessed via the History tab in the App.

To view your history in the myQ App:

  1. Log into your myQ account
  2. Tap the menu bar at the bottom
  3. Tap on History

10. How can I ensure my garage door opener is as secure as possible?

We encourage Australians and New Zealanders with garage doors to ensure they have secure, safe and high-quality garage door openers installed and only use genuine accessories, to ensure the safety and security of their homes and loved ones.

For Australians and New Zealanders with smart home technology connected to their garage door openers and accessories, we recommend registering your device with the manufacturer to ensure you receive the latest security updates, creating a secure Wi-Fi network and using different passwords for each smart home device.

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