Frequent questions

Find answers to the most common questions about our automotive diagnostic tools

By accepting the installation and activation of the software, the client acknowledges and agrees to the following terms and conditions:

Software Installation, Warranty and Technical Support

Hardware Activation and Restrictions

The software is registered with the computer's MAC address during activation. The license is unique and non-transferable.

Security and Antivirus Configuration

For proper operation, OBDTECHTOOLS sets specific Firewall rules and exceptions to avoid false positives.

  • Installing additional antivirus or firewalls without prior consultation may remove these rules and block critical files.
  • Any failure resulting from security software installed by the user will not be covered by free support and will require a reconfiguration fee.

Free Technical Support Conditions

Free support is limited to software installation errors. It is void if:

  • The equipment is tampered with by third parties not affiliated with OBDTECHTOOLS.
  • The client formats the computer or the operating system experiences critical failures (viruses, corrupted Windows updates).
  • There is physical damage to the hardware (hard drive, motherboard, etc.).
  • Changes to the hard drive, system cloning, replacement, or modification of hardware components (such as the motherboard, processor, memory, etc.) can lead to the loss or damage of the software license.
    Likewise, in less common scenarios, Windows updates that modify or reinstall hardware drivers (for example, for the motherboard) can cause the system to detect changes in the equipment.
    As a security measure, the software may request a new activation code.

The client is responsible for providing a functional laptop for the installation of any program. If preferred, we can provide a quote for a device with the programs ready to work.

Refund Policy and Installation Guarantee (Software)

Due to the digital nature of the product, no refunds will be issued once the software has been successfully installed and activated.

What if I have problems with the software?

Don't worry! Your purchase includes our technical support; we make sure to assist you in case of any inconvenience with the software.

Performance Guarantee

If you encounter difficulties, our team will provide remote technical support (via AnyDesk or Ultraviewer).

When does a refund apply? We have a Unique Exception: If, due to technical limitations, our team is unable to activate the software, you can choose between:

  1. Attempting installation on a different computer.
  2. Receiving a full refund of your money.

For physical products, consult the general questions section.

Terms and Conditions

GENERAL QUESTIONS

Which laptop do you recommend?

Below are the recommended requirements for running the diagnostic programs:

• Rugged laptops to protect the software investment. Dell Rugged, GETAC, or Panasonic Toughbook brands offer IP53 protection.
• Processor: Core i5 or i7, 9th generation or later.
• Storage: 250GB-1TB SSD (Solid State Drive)
• RAM: 8 GB or 16 GB

General tips for both programs
🔹 Use Windows 10 Pro 64-bit. 32-bit versions are not compatible.
🔹 Have a stable internet connection, preferably via Ethernet cable.
🔹 Have enough space on the PC

IMPORTANT: To avoid problems during installation, the computer must be independent, not belong to domains, or be managed by organizations. Administrator rights are required to install third-party applications. Additionally, it is necessary to temporarily disable the antivirus to allow correct installation and configuration of software exceptions.

Is my PC compatible with the software?

BEFORE INSTALLING THE PROGRAM

It is recommended to inquire and validate if your PC is compatible with the diagnostic programs. Additionally, your computer will be validated at the time of installation. Customers with outdated PCs or those that do not meet the minimum installation requirements, as well as computers with virus-infected programs or file and data encryption, should take the following into consideration:

  • If viruses are detected, a full PC format will be recommended before proceeding with the installation.
  • If the minimum requirements are not met, recommendations will be provided, or you will be advised to use a PC that meets the minimum requirements.

How do you install programs?

The installation is carried out remotely using programs such as UltraViewer or AnyDesk. To ensure a smooth process, stable internet access (minimum 5 Mbps) is required.

Once the purchase is made, we will contact you. You can also share your name or order number with us for faster support.

Which brands and models are the tools compatible with?

Our tools are compatible with leading diesel engine brands such as Cummins, Detroit, Caterpillar, International, Volvo, Mercedes-Benz, among others. See the full compatibility list on each product's page.

What is the difference between the different scanner models?

Each model is designed for a specific diagnostic level. Basic models read and clear fault codes, while advanced models allow for programming, sensor calibration, and bidirectional functions.

Do the tools work with gasoline engines too?

Most of our tools are specialized for diesel engines. Some models are gasoline compatible. We recommend checking the product specifications or asking before purchasing.

SHIPPING & ORDERS

What payment methods do you accept?

💳Direct payment from the page: We accept most credit and debit cards (AMEX, VISA, and MasterCard).

  • Electronic transfer
  • Mercado Pago, Oxxo (optional)
  • PayPal

How long does shipping take?

Domestic shipments (Mexico) take between 3 and 7 business days for physical products. For international shipments, please contact a sales advisor directly.

How can I track my order?

Physical products such as laptops, interfaces, and once your order has been shipped, you will receive an email with the tracking number.

You can go to order tracking and enter your tracking number here to see the status of your order: Order Tracking

Can I get a refund?

Physical Product Refund

  • Time Limit: Report the return within the first 12 hours after receiving the product.
  • Channels: Request the process via WhatsApp, email, or web chat.
  • Conditions:
    Used Equipment: Subject to validation of the merchandise's condition.
    New Equipment: It is essential that the packaging, box, and seals are intact and unopened.
  • Refund: Will be processed after validating the product's condition. The crediting time depends on the payment gateway (up to 15 business days).

Digital Product Refund

Due to the digital nature of the product, no refunds will be issued once the software has been successfully installed and activated.

  • Sole Exception: In the exclusive case that, due to technical limitations unrelated to the client's hardware, the software could not be activated or installed correctly by our team, the client may request a PC change for installation or, failing that, a full refund of their payment.

Refund Policy

Can I return or exchange a product?

Absolutely! We want you to be satisfied with your purchase. If you purchased a physical product, you have up to 30 calendar days after receiving it to request a return.

  • Timeframe: Report the return within the first 12 hours after receiving the product.

For us to process it, just make sure the item is new, unused, and in its original condition.

How do I start my return process?

It's very simple, just contact us through your preferred method and we will guide you:

  • Email: servicioalcliente@obdtechtools.com
  • WhatsApp or Phone: +52 614 358 1017

Which products are not eligible for exchanges or returns?

There are some important exceptions where we cannot issue refunds:

  • Software and Licenses: Once the digital product has been installed or activated.
  • Special Orders: Products customized or specially configured for you.
  • Final Sales: Clearance items or special offers.

Shipping costs: When making a return, the cost and management of the shipment are the responsibility of the customer.

Couldn't find your answer?

Our technical team is ready to help you. Write to us directly on WhatsApp and we'll respond in minutes.

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