FAQS
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If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.
If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
Q: “ Need to turn off the oil light or reset your service intervals?”
· Restart the Cycle: When your service light stays on, our tool helps you reset the mileage or driving time, clearing the dashboard and starting a fresh maintenance cycle.
· Essential After Maintenance: Always reset the system after an oil change or replacing life-monitoring components to ensure your car’s tracking stays accurate.
Q: “Need to reset your Steering Angle Sensor (SAS)?”
· Calibrate Your Zero Point: To ensure accurate steering, you’ll need to define the "straight-ahead" position. Our tool helps you calibrate this zero point, ensuring your vehicle correctly calculates every turn.
· Essential After Repairs: A reset is required not just after replacing the sensor itself, but also after any work on your steering's mechanical heart—like the gearbox, steering column, or tie rods.
· Restore Precision: Keep your electronic stability control and power steering working perfectly by syncing your hardware and software after an alignment or repair.
Q: “Does it require any additional software to function?”
No, it does not require any additional software to function. It comes with a self-contained Android operating system and works as a standalone unit right out of the box.
Q: “Compatible with my vehicle?”
The LAUNCH Diagnostic Tool is compatible with mainstream cars
Q: “Where is my VIN?”
You can quickly find your 17-digit VIN in these spots:
· Dashboard: Driver’s side, visible through the windshield.
· Door Jamb: On the sticker inside the driver’s side door frame.
· Paperwork: On your insurance card or vehicle registration.
The Easiest Way:
Skip the searching! Simply plug in your LAUNCH Scanner. With its Auto VIN feature, the device will automatically detect and display your vehicle’s info—no manual entry required.
Q: “Where is my OBD2 port?”
In 99% of cars, you’ll find the port within reach of the driver’s seat, usually in one of these three spots:
· Under the Dash: Directly above your brake pedal or near the steering column.
· The "Knee" Zone: Behind a small plastic panel near your left knee.
· Center Console: Tucked inside the storage bin or behind the ashtray.
Q: “How to connect the scanner?”
· Turn your vehicle to "ON" position (engine doesn't need to be running)
· Locate your OBD2 port (usually under the dashboard on driver's side)
· Connect the diagnostic cable firmly into the OBD2 port - you should feel it click securely
· Power on the scanner - it will automatically charge from the vehicle connection
· Wait for auto-detection - the scanner will attempt to automatically identify your vehicle
Q: “Does it require any subscriptions?”
No, the LAUNCH diagnostic tool does not require any subscriptions for normal use. It has 2 years of free software updates via WiFi.
Q: “Is this scanner easy to use?”
Yes, this scanner is designed to be very user-friendly, especially for DIYers.
Q: “How does Auto VIN detection work?”
The Auto VIN detection on the scanner works by automatically reading and identifying your vehicle's information through the OBD2 port.
Q: “Why don’t I see the latest software version when I first power on the device?”
Your device may require an initial software update after activation. This is a normal setup step that ensures you receive the latest software version, vehicle coverage, and feature improvements.
Q: “My package says delivered, but I didn’t receive it.”
Sometimes tracking information can be incorrect, and packages are marked as delivered before they actually arrive. Your package will most likely be delivered within a few days, but it’s great to check with your neighbors and/or shipping carrier for more information in the meantime! If you do not receive your order in a couple of days, please contact our Customer Support team within 14 days of the last tracking update, with your order number and tracking information.
Q: “When will my order ship?”
In-stock orders usually ship within 1-3 business days.
Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.
Q: “How do I track the delivery of my order?”
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.
Q: “My order tracking isn't updating for many days?”
We're so sorry for the delay with your package! Although tracking does not indicate this, we can assure you that your package is still in transit to you. If the tracking wasn't updated for more than 3 days, please contact our Customer Support team or shipping carrier directly for further help.
Q: “What are the payment options?”
We accept all major credit cards, as well as PayPal, shopify payment.
Q: “Can I get a refund if the price has changed?”
Unfortunately, we are unable to honor any promotions for orders placed outside of the promotional time frame as this would be unfair to the rest of our customers. We're so sorry for any inconvenience and appreciate your understanding!
Q: “Do I have to create a Launch account to shop?”
An account is required in order to shop from our web store. This makes it easy to check on the status of your orders and gives you access to your full order history. You can also save your shipping information for a quicker checkout experience!
Q: “Will I be charged International Bank Fees?”
When placing an order, the final total you see during checkout is in XXX currency. Once your bank pulls the funds, they will account for the current exchange rate. Your bank may or may not charge additional fees for international transactions. Please reach out to your bank for more information on any additional charges/fees!
Q: “Why am I getting a credit card error when purchasing online?”
If you are using your credit card, please ensure that you enter the card information as well as the billing information correctly. If a payment fails, please contact your bank and verify the transaction.
Q: “Can I modify my order after I've placed it?”
No, unfortunately, we cannot modify orders once they have been placed. You may cancel an order before it is processed and place a new order. We're sorry for the inconvenience.
Q: “Why is my order arriving in multiple shipments?”
We make every effort to ship your items together, but there will be times when we may have to divide your order into multiple shipments due to the size of the packages and the availability of products ordered.
Q: “Can I cancel my order after I've placed it?”
We strive to process and deliver your orders in an efficient and timely manner. You may cancel an order in your account within two hours after it is placed. If you need to cancel an order after 2 hours and the order has not been shipped, we'll do our best to help if you wish to contact our Customer Support team. Read order cancellation for full details.
Q: “I received the wrong item.”
We are so sorry if you receive an incorrect order! Please contact our Customer Support team within 14 days of delivery with your order number and a picture of the incorrect product. We'll get back to you ASAP!
Returns & Refunds
Q: “I bought a Launch Diagnostic Tool from a reseller. Can I return them?”
Unfortunately, we are unable to assist you with returns of any purchases from resellers. Please reach out to the reseller for more information on their return policy!
Q: “ I need my refund redirected to a different account.”
Unfortunately, we are only able to issue a refund to the original payment method for the order.
Q: “What happens if my package is returned after it is shipped?”
If you return your order to us:
Please initiate a return process and send the required information to us. Please be aware you will be responsible for the cost of return shipping, duties and taxes.
If your package was returned to us by a shipping carrier:
We’re so sorry to hear that your purchases are coming back to us! You can use your tracking number to estimate when the package will return to us. We will issue a refund once we physically receive your order back at our warehouse and confirm that your package was undeliverable. If you would like to purchase the same products, you will need to place another order. We apologize for any inconvenience this may cause.
Sometimes, if the courier didn't contact you or nobody was home at delivery, the courier may return the package. We recommend that you monitor the tracking status and keep the phone on at delivery. If the package has been returned, you may also contact the local courier directly, which is more efficient.
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