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Support

Answers to frequently asked questions and general information

For other questions or for technical support, feel free to contact us.

What is a locked device?

A device used to load a tune onto a vehicle becomes VIN-locked to that exact vehicle, also known as being married or paired.

Once locked, a device can no longer be used for tuning use with any other vehicle unless the vehicle the device is locked to is returned to the stock tune.

Commonly this renders a device useless as often, due to vehicle modification or a vehicle being unavailable, returning a vehicle to the stock tune is not a viable option.

Regardless, any time a vehicle is returned to the stock tune and the device is used to load a tune onto another vehicle, the Unlocks Left decreases by 1.

Devices usually have either 5 or 3 Unlocks Left in total by default.

Should the Unlocks Left reach 0, the device becomes permanently disabled for further tuning use, the expectation being a new device must be purchased.

What does unlocking a device do?

Unlocking a device unmarries or unpairs the device from any vehicle it was married or paired to and sets the Unlocks Left back to default regardless of the amount of Unlocks Left, leaving the device in a genuine unlocked state.

Unlocking a device also removes vehicle history.

A device can also be unlocked to set the Unlocks Left back to default or to enable Preloaded Tuning if applicable even if the device is already unmarried or unpaired.

Devices usually have either 5 or 3 Unlocks Left in total by default.

Any custom and preloaded tunes on a device are completely unaffected by the unlocking and remain on the device.

Once unlocked, a device is ready for tuning use with any compatible vehicle and tune.

How do I unlock a device?

Download and then open the software on a compatible computer.

Connect a device to the computer, then follow the prompts to confirm the device is supported, repeat this process for multiple devices.

To proceed to unlock a device, purchase an unlock key to be entered when prompted.

Should I update a device?

It is strongly recommended to never update any device by means of manufacturer software unless absolutely necessary.

Past device updates are known to have caused device errors as well as reduced device or preloaded tune functionality, all of which are unrelated to unlocking a device.

An example of past reduced functionality includes removal of defeat emission controls such as diesel particulate filters, exhaust gas recirculation, catalytic converters and other systems.

In addition, updating a device may cause an otherwise supported device to become unsupported.

What devices are supported?

Most current and previous devices from X3 onward are supported.

Supported devices include X4, X3, BDX, Livewire TS / TS+, iTSX, TSX and Stratagem iMap *.
Supported types include Ford, GM and Chrysler devices.
Supported regions include USA, UK and AU devices plus more.

* GTX is not currently supported.

Note that updating a device by means of manufacturer software may cause an otherwise supported device to become unsupported.

How can I tell if a device is supported?

The software will automatically detect whether a device is supported.

What if a device is not supported?

A future software version may support a currently unsupported device.

The software cannot detect a device.

If the device is functional and listed as being supported, then there may be either a hardware or software issue or both.

Try using a different USB cable to connect the device to the computer and ensure the device is correctly listed within Windows Device Manager.

If you are unable to resolve the issue, try using a different computer if possible.

Is the software safe?

The software is 100% safe for use with any device, even an unsupported device.

A comprehensive development cycle, including real-world usage by tuning workshops and dealers, has proven it will not cause any device or programming issues.

I cannot download the software.

The software requires a computer running Windows 7 or higher 64-bit operating system.

You may need to check Windows settings and your internet browser or anti-virus software if applicable may either expect download confirmation or is blocking or deleting the download.

For Windows 10 or 11 in S mode, you'll need to switch out of S mode to run any software not from the Microsoft Store, for more information Google "Switching out of S mode in Windows".

If you are unable to resolve the issue, try using a different browser and checking anti-virus software settings, otherwise try using a different computer if possible.

I cannot open the software.

The software requires a computer running Windows 7 or higher 64-bit operating system.

You may need to check Windows settings and anti-virus software settings if applicable.

For Windows 10 or 11 in S mode, you'll need to switch out of S mode to run any software not from the Microsoft Store, for more information Google "Switching out of S mode in Windows".

If you are unable to resolve the issue, try using a different computer if possible.

I cannot purchase an unlock key.

A valid credit or debit card with sufficient funds is required to purchase an unlock key.

Additionally, ensure your entered details are correct.

Banks, and other financial institutions, are very security conscious and trying multiple invalid cards or multiple invalid attempts within a short period of time may then result in even a valid card with sufficient funds being declined due to suspected fraud.

Should this occur, wait for a period of time before trying again.

A software error occurred.

Close all open applications then try again.

Before unlocking a device:

Ensure the same device remains connected.
Ensure the device is showing the main menu if applicable.
Ensure a stable internet connection is available and any firewall allows access.
Enter a valid unlock key.

While unlocking is in progress:

Do not navigate away from the application window.
Do not disconnect the device.
Wait for the progress to complete.

If you are unable to resolve the issue, contact us for technical support.

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