Order FAQs

After-Sales Service and Guarantees

Is after-sales service available for orders?

Yes. All orders placed through our official website (www.vxdiag.com) are covered by our after-sales service policy. We do not provide technical support for devices purchased from third-party platforms.

What warranty policy does VXDIAG equipment offer?

We provide a 2-year global warranty for all VXDIAG devices purchased directly from our official website (WWW.VXDIAG.COM). Additionally, we offer a 30-day no-questions-asked return guarantee for risk-free product testing. For detailed return and refund terms, please refer to our official website’s Return & Refund Policy.

How can I get technical support if I encounter issues?

We offer multiple technical support channels: (1)Online knowledge base and video tutorials: Contains FAQs and detailed operation guides, accessible via the "Support" page in the website navigation bar and our blog. (2)Email support: Email us at support@vxdiag.com, with responses typically provided within 24 working hours. (3)Live chat support: Real-time assistance during working days. (4)Remote technical support: Our technicians can directly assist with complex issues via tools like TeamViewer. We are committed to providing timely and professional technical support worldwide.

Do you offer technical training or usage guidance?

Our website provides detailed user manuals and quick-start guides. Additionally, our YouTube channel offers extensive video tutorials covering everything from basic setup to advanced features.

How can I get the software download link?

After purchasing from the official website, please contact our customer service at support@vxdiag.com or via online chat. Based on your order record, we will provide you with the software download link free of charge.
However, we do not provide software download links for BMW, Mercedes-Benz, Porsche, or JLR Pathfinder.

Please make sure you are using our official website only: www.vxdiag.com.

Purchase Decision Support

What are the main differences between VXDIAG devices and other diagnostic tools?

The core advantage of VXDIAG lies in offering OEM-level diagnostic depth at a highly competitive price. Compared to generic diagnostic tools, our devices can access more advanced OEM-specific functions such as programming, coding, and module adaptation. Compared to OEM devices, we offer more flexible multi-brand support and a more affordable solution. Additionally, our devices support continuous online updates to ensure compatibility with the latest vehicle models.

Additionally, our devices come with a permanent license included, so there are no extra charges or renewal fees required.

How do I know which VXDIAG series is right for me?

Please refer to our dedicated Buyer’s Guide, created specifically to help you choose the right device based on your needs.

As a beginner or DIY enthusiast, which VXDIAG device should I choose?

For beginners or DIY users, we recommend the VXDIAG VCX NANO series. It’s compact, affordable, and ideal for personal use. You can choose the version that matches your car brand, such as VW/Audi, Ford, or GM. Please note that NANO devices do not support changing or adding new licenses.

If you own multiple car brands, we suggest the VCX SE multi-brand version, which allows you to add licenses for multiple brands on one device.

Which VXDIAG device is best for professional repair shops?

For professional repair shops, we recommend the VXDIAG VCX SE or VCX PLUS series. These models offer higher performance, broader vehicle coverage, and full-featured diagnostic support—ideal for commercial environments with high usage demands.

The VCX SE supports multi-brand expansion, while the VCX PLUS offers enhanced programming capabilities and faster diagnostics, making it perfect for large shops dealing with high-end vehicles.

What business value does a VXDIAG device bring to my repair shop?

VXDIAG can bring signiticant value to your workshop by:
1. Expanding your service range to more brands and complex issues.
2. Boosting diagnostic efficiency,reducing average diagnosis time by over 50%.
3. Lowering tool investment,saving 70-90%compared to multiple OEM tools.
4. Increasing high-margin services like programming,coding,and electronics repair.
5. Reducing outsourcing costs,avoiding dealership referrals for complex tasks.
6. Enhancing customer satisfaction and loyalty through fast and accurate diagnostics.
Based on customer feedback,most professional users recoup their investment within 2-4
months.

After purchasing a VXDIAG device, are there any additional fees?

VXDIAG devices come with lifetime license authorization for the purchased model, with no recurring fees. However, if you want to expand support to additional brands, you’ll need to purchase extra software licenses.

OEM software subscription fees (such as online access to OEM platforms) are not controlled by us and must be handled by the user. This is outlined in our User Manual.

Why am I required to disable antivirus software and firewall when using the VXDIAG device?

Please be sure to understand the precautions for the VXDIAG device and its VX Manager driver management software:

Why Do You Need to Disable Antivirus Software or Firewalls When Using VXDIAG Devices? - https://vxdiag.com/blogs/blog/why-do-you-need-to-disable-antivirus-software-or-firewalls-when-using-vxdiag-devices

Will VXDIAG devices become outdated quickly?

VXDIAG devices feature modular design and a scalable architecture that ensure long-term
usability.With the VX Manager software,updates are easy and centralized:
1. Regular software updates to support new models and features.
2. Firmware upgrades to stay compatible with the latest diagnostic protocols.
3. Expandable license system (SE and PLUS device only) for future brand additions.
4. Future-proof hardware design with performance reserves to meet upcoming needs.
Compared to OEM tools,VXDIAG has a much lower update cost,making it a smart long-term
investment.

Device Compatibility

Does the VXDIAG device support vehicle models in my country/region?

Yes, VXDIAG devices support vehicle models from major global markets. We currently support the following brands: Benz, GM, BMW, Subaru, PSA, Renault, Nissan, Honda, VW, Volvo, Ford/Mazda, Toyota, JLR SDD & JLR DoIP, and Porsche (PW2 and PW3).

Our devices are developed based on original manufacturer diagnostic protocols. Whether your vehicle is a North American, European, Asian, or Australian version, if it falls under a supported brand, there is a 99% chance it will work properly.

You can find detailed model compatibility and notes on the product pages or contact our customer support via online chat or email at support@vxdiag.com to confirm compatibility.

Does the VXDIAG device support diagnostic interfaces other than OBD-II?

No, our devices only support the OBD-II diagnostic interface.

Can I use the VXDIAG device on a Mac or tablet?

Most of our diagnostic software is designed to run on Windows operating systems, but it does not support Windows Home Edition.

Some users have successfully run the software on Macs using virtualization tools like Boot Camp, Parallels, or VMware, but this is not officially recommended, and users assume all risks.

As for tablets, the software cannot be used on them.

Can I add multiple vehicle brands to one device?

NANO devices support only one vehicle brand.
FD devices support adding licenses for GM and Ford/Mazda only.
SE and PLUS series devices support multiple vehicle licenses on a single unit.

Functions & Use Cases

What common automotive issues can the VXDIAG device help resolve?

VXDIAG devices are developed based on OEM diagnostic protocols and are compatible with original diagnostic software such as IDS, Xentry, GDS2, Tech2Win, Clip, ODIS, and others. Depending on the supported features of the software, the device can diagnose and resolve a wide range of issues including check engine light (MIL) activation, power loss, rough idling, hard starting, transmission faults, ABS/ESP malfunctions, airbag system warnings, HVAC issues, and electronic parking brake problems. It can also perform maintenance reset, battery registration, TPMS reset, injector coding, and other special functions to help maintain your vehicle and reduce unnecessary repair costs.

Can I use the VXDIAG device for ECU programming or key matching?

Yes, all VXDIAG devices support ECU programming and key matching functions. However, the supported protocols and capabilities vary by device series. Please refer to our product comparison page for detailed information.

Is the VXDIAG device suitable for diagnosing modified vehicles?

The official diagnostic software generally does not support retrofit or vehicle modification features, and the VXDIAG device runs based on the official OEM software. Therefore, we do not recommend using it for such purposes.

Does the VXDIAG device support commercial vehicles, heavy-duty trucks, or specialty vehicles?

That depends on your specific vehicle model and production year. Some trucks use the same OEM diagnostic software as passenger vehicles, and in those cases, VXDIAG is compatible. For example, Mercedes-Benz trucks produced before 2024 are supported. However, models produced in 2024 and later may no longer be compatible due to changes in OEM diagnostic platforms.

About VXDIAG Car License Authorization

I didn’t purchase my device from your website. Can I still use virtual license products?

If your device is a legitimate VXDIAG product, then yes, you can use our virtual license products. We recommend purchasing directly from our official website (www.vxdiag.com) to ensure authenticity and proper support.

If I want to diagnose Mercedes-Benz vehicles, do I need to purchase the SE Benz device and then buy the VXDIAG Benz license separately?

No, you don’t. All of our devices come with the corresponding VXDIAG license included. For example, if you purchase the SE VW device, you do not need to buy the VW license separately.

Is there a time limit on the license? Do I need to pay an annual renewal fee?

VXDIAG licenses are permanently free. If your license appears to have expired, you can simply click "Firmware Update" and "License Update" in the VX Manager to renew it. If the update fails, please provide the order number from your purchase on our official website (www.vxdiag.com) and contact our official support team at support@vxdiag.com for assistance.

How are virtual license products delivered?

Please send us your device serial number (SN code), and our technical team will add the license authorization for you.

Activation is usually completed within 24 business hours, and you will receive a notification once it’s done.

After activation, open VX Manager, click "Firmware Update" and "License Update" to retrieve the new authorization. If you have any issues, please contact us via email at support@vxdiag.com or use our online chat.

Can my device support additional virtual license authorizations such as Benz, BMW, GM, etc.?

NANO devices support only one vehicle brand and cannot add additional licenses.
FD devices support adding GM and Ford/Mazda licenses only.
SE and PLUS series devices support multiple vehicle licenses on a single device.

For more details and specific notes, please refer to the product description on the virtual license product
page.

Order Confirmation & Shipping Tracking

Can you ship to my country? How are shipping fees and customs duties calculated?

We offer free global shipping and duty-free service, covering over 200 countries and regions.

If my country has import restrictions, how can I ensure successful delivery of the product?

We understand that different countries may have specific import regulations. If your country has special requirements, please leave a note when placing your order or contact our support team at support@vxdiag.com. We will confirm all relevant details before shipping.

How can I check the status of my order and shipping?

After placing an order, we will send you a series of emails: an order confirmation, a shipping notification, and updates if any special circumstances arise—ensuring a transparent delivery process. You can also log in to your account and check the status on the “My Orders” page. Alternatively, feel free to contact our customer support at support@vxdiag.com.

How long does it take to process an order?

We typically process orders within 0–1 business days. If your device is out of stock or requires customization, it may take a little longer—usually no more than 3 business days.

How long does delivery take?

Delivery time depends on your country and the inventory status of our warehouses. We have multiple overseas warehouses located in the USA, Germany, UK, France, and others. Orders from overseas warehouses usually arrive within 3–5 business days. If an item is shipped from our main factory in China, delivery typically takes 6–9 business days.

What should I do if my order is lost?

If your order is lost during transit, please contact customer service (support@vxdiag.com) immediately, and we will assist you in resolving the issue.

CONTACT INFORMATION

We love to hear from you on our customer service, merchandise, website or any topics you want to share with us. Your comments and suggestions will be appreciated. Please complete the form below.

601, Block A, Morning Business Building, Nanshan District, Shenzhen

support@vxdiag.com or via online Chat

Monday to Friday 9:00-18:30 (GMT+8)