Q: Should I replace both springs at the same time, or is one enough?

Only one spring has broken, and the other looks fine? Here's why we always recommend changing all the springs. The springs on a given door are fitted at the same time and go through the same number of opening/closing cycles. If one has broken through fatigue, the others have comparable wear. Replacing just one spring unbalances the door, since the new one counterbalances more weight than the old one.

Question 1

Where can I find the rating plate on my door or opener?

Accepted Answer

The rating plate is often the quickest and most reliable way to identify your equipment.

Before trying to measure or describe your part, check whether a rating plate is present: it usually contains all the information you need at a glance (make, model, reference, serial number).

Where to look:

On the door — most often on a side jamb, near the rails, or on the door panel itself.
On the opener — usually on the motor housing, on the side or underneath.

Found a plate? Send us a clear photo: it's the quickest way to get the right reference. The habit that helps: a sharp, legible photo of this plate very often lets us identify your equipment in a single exchange, with no other measurements needed.

Question 2

My payment failed: what should I do?

Accepted Answer

An online payment failure most often has a simple cause.

The most common causes

3D Secure not confirmed — verification via your banking app or SMS didn't complete in time.
Card limit reached — especially for higher-value orders.
Incorrect card details — number, expiry date or security code entered incorrectly.

How to try again

Try the payment again, possibly with a different method (see "What payment methods do you accept?"). If the problem persists, contact us: we can send you a payment link by e-mail or take payment over the phone.

And then? If the problem persists, contact us with details of the error you encountered: we'll help you complete your order.

Question 3

What is a Z, N or L track fitting, and why does it matter for choosing my cable?

Accepted Answer

The track fitting is the metal part that guides the door as it moves. The type of track fitting differs depending on the position of the counterbalance springs on the door.

The position of the springs and the dimensions of the door determine the type and length of the cables. Length also depends on the height of the door.

The three most common shapes:

Z track fitting — ""Z""-shaped, associated with doors where the extension springs are positioned vertically on the side jambs.
N track fitting — straight, ""N""-shaped, associated with doors where the torsion springs are positioned horizontally above the door.
L track fitting — ""L""-shaped, associated with doors where the torsion springs are positioned horizontally at the back of the door.

The habit that helps: a clear photo of the door allows quick, reliable identification, far more than a verbal description. Not sure which cable to choose? Send us a photo of your door, and we'll point you to the right cable.

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Question 4

I ordered the wrong reference or the wrong size: what should I do?

Accepted Answer

A wrong reference is the number one cause of returns. The good news: it's easy to avoid.

How to avoid it

Check that the part is indeed the same make as your door. That the model, the year of manufacture and the orientation match your needs (use our tutorials to help). Before ordering, measure the part and check the dimensions shown on the product pages.

If in doubt, ask us to confirm the reference — it's free and saves a round trip. This is especially important for made-to-measure springs and cables: once production has started, the order can no longer be cancelled or exchanged.

To help us identify the part, take a photo of your door (inside view, door closed). Photograph the part removed and in place, then send them to us via chat or e-mail.

If you've already ordered

Contact us immediately with your order reference: for a standard part see "How do I make a return?" For a made-to-measure part already in production, cancellation is no longer possible.

And then? Give us your exact measurements: we'll work together to identify the part that's actually right for you.

Question 5

Should I replace both springs at the same time, or is one enough?

Accepted Answer

Only one spring has broken, and the other looks fine? Here's why we always recommend changing all the springs.

The springs on a given door are fitted at the same time and go through the same number of opening/closing cycles. If one has broken through fatigue, the others have comparable wear. Replacing just one spring unbalances the door, since the new one counterbalances more weight than the old one.

Question 6

The made-to-measure spring configurator: how does it work?

Accepted Answer

There's no such thing as a "standard" spring

If the make of your door is Novoferm, Hormann, Tubauto or Normstahl, you need the manufacturer's original springs.

For all other doors, select the make from the menu, then configure the made-to-measure spring identical to the existing one (spring diameter, wire diameter, length…).

If your door's make isn't in the list, use one of our online configurators: https://www.aidegar.fr/27-configurer-son-ressort-de-traction.html for extension springs and https://www.aidegar.fr/1919-ressort-de-torsion.html for torsion springs.

The principle

You enter yourself the technical characteristics measured on your old spring: spring diameter, wire diameter, length. For torsion springs, you'll also need to specify the winding direction and the finish.

Not sure about a measurement before configuring your spring? Send us your readings and a photo: we'll check with you before you place your order.

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