Customer Support
Explains how OBDTune support works step-by-step if you run into an installation issue. You’ll see what information to send (VIN, LOGFILE, details), which channels to use, and what response times to expect.
Table of Contents
If something feels off during installation, the fastest way to get it solved is to send the right info the first time. Below is our support workflow, what to include in your message, and how we communicate so you can get back on the road with minimal downtime.
How support works if you run into an issue
We follow a simple process:
- You contact support and briefly describe the situation. Make sure to include your VIN and LOGFILE.
- We review your data and provide clear, specific recommendations to complete the installation.
- If it doesn’t work on the first attempt, we continue diagnostics, request any missing details, and adjust the next steps.
- If the vehicle’s condition prevents a successful installation without repairs, we will tell you exactly what needs to be fixed so you can proceed successfully.
- If diagnostics confirm the installation cannot be completed on our side, we issue a refund. If the module is confirmed faulty, we provide a replacement.
In practice, about 95% of customers complete installation without extra repairs or adjustments. In rare cases, our recommendations are typically simple, low-cost, and quickly resolve the issue.
What to send so we can help faster
Please send one message with:
- Your vehicle VIN
- A detailed description of what’s happening: which step you’re on, what messages/errors you see, whether there are start/power limitations, how the module LED is blinking, and which steps you performed (in what order)
- The installation LOGFILE from every SD card you used during installation
- A short video of the process (key steps) — upon request
The module records an installation LOGFILE. This is our primary diagnostic tool — it shows what happened at each step and under what conditions. Without the LOGFILE, troubleshooting will take significantly longer.
Support channels
Text and voice messages only, photos and videos. No phone calls.
Response time
We aim to respond as fast as possible. We provide support 24/7, including weekends and holidays, as best as we can.
