Technical support

Support: setup, publishing and troubleshooting

This is the day-to-day technical stuff: how you connect and pair the screen, how you publish and schedule promos, and what to do when something doesn't look right. If your case isn't here, message us on WhatsApp and we'll look at it with you.

Support in Spanish, Monday to Friday from 8:00 a.m. to 6:00 p.m. (Colombia time).

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Setup

What do I need to set up my first screen?
Three things: a screen or tablet with HDMI or a browser, a power outlet nearby, and Wi-Fi. On a TV you plug in an Android TV player or a Chromecast; on a tablet you just open the browser. We send you the step-by-step guide and stay with you on WhatsApp while you connect it.
How do I pair the screen with my account?
When you open Displei.co on the screen you'll see a six-digit code. Enter it in your dashboard under Screens > Add screen and within seconds the screen is paired and starts showing your content. The code refreshes on its own if nobody uses it.
Can I mount the screen vertically?
Yes. In the dashboard you pick each screen's orientation (landscape or portrait) and the AI reframes your artwork for that format without cutting off prices or your logo. If you rotate the screen, just change the orientation.
How do I organize several locations or screens?
You group screens by location and by zone (register, window, dining area). Then you publish to a whole group in one click, or to a single screen when that location runs a different promo. Everything is logged so you know what's showing where.

Publishing

How long does a change take to appear on the screen?
Between 5 and 30 seconds on a decent connection. You publish from your phone or computer and the screen updates by itself: no trip to the store, no USB stick.
Can I schedule promos by day and time?
Yes. Each piece gets a date and a time window: breakfast until 11:00 a.m., lunch at midday, weekend promos. The screen switches on its own and returns to your default content when the promo expires.
Which image and video formats can I upload?
JPG, PNG, and WebP images, plus MP4 (H.264) video up to 100 MB on plans that include video. If you upload a low-resolution photo, the system warns you before publishing so it doesn't look pixelated on screen.
I published something with a mistake — can I undo it?
Yes. The screen's history shows every publication and you can restore the previous one in a click. If a price was wrong, fix the text and publish again: the old piece stops showing right away.

Troubleshooting

The screen went black or froze — what should I do?
First check that the player or tablet has power and that the TV is on the right HDMI input. Then unplug the player for 10 seconds and plug it back in: it restores the last publication on boot. If it stays black, message us on WhatsApp with the screen's name and we'll look at it with you.
What happens if the store loses internet?
The screen keeps showing the last downloaded content, so your customers never see an error. When Wi-Fi comes back, the screen syncs on its own and pulls in whatever you published while it was offline.
The dashboard says my screen is offline — why?
It's almost always the store Wi-Fi: the password changed, the network is too far, or the outlet is on a switch that gets turned off at night. Check those three and if the dashboard still shows it offline after 15 minutes, we'll help you review the network.
The artwork shows wrong colors or a cropped logo
Check two things in the dashboard: that the orientation matches how the screen is mounted, and that your brand has a transparent-background PNG logo and your colors loaded. That's what keeps the AI on-brand. If the TV has a very saturated picture mode, switch it to standard.

No screen yet? We'll walk you through the full setup in a 20-minute demo.

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