top of page
Frequenly Asked Questions
General
Get Connected
ProTool
A common cause of sign-in loop issues is the use of special characters in your name associated with your Google account.
Recommended Fix
Update your name to use standard English characters only (no symbols or special characters).
How to Update Your Name (Google Account)
1. Go to your Google Account settings
2. Navigate to Personal Info
3. Select Name
4. Remove any special characters and save your changes
After updating your name:
• Refresh the website and try signing in again
This resolves most sign-in loop issues. If the problem persists, please contact support for further assistance.
Yes — you can download the app and connect to your vehicle before purchasing a license.
How It Works
• Download and install the app
• Connect to your vehicle using a compatible adapter
• Browse available functions and features
Important Notes
• A license is not required to connect and explore the app
• This allows you to verify compatibility and available logic for your specific vehicle before purchasing
We encourage users to test connectivity and confirm features beforehand to get familiar with the application and avoid any surprises after purchase.
Licenses are assigned to the email address used during checkout. If your license is not showing, you may need to sync your account.
How to Sync Your Account
1. Open the app
2. Tap the three dots (top right corner)
3. Go to Account
4. Select “Sync Account”
Important Checks
• Make sure you are signed into the correct email address used at checkout
• If you paid with PayPal, verify that the transaction is completed and not pending
If your license still does not appear after syncing and confirming payment, please contact support for assistance.
Warranty & Defective Products
If your product is defective or stops working within the warranty period, please contact us for assistance.
• You may be asked to return the product for inspection
• Once received, we will evaluate the issue and proceed with a replacement if applicable
We ask that all information provided is accurate, as we reserve the right to deny service in cases of misuse or false claims.
Refund Policy
We do not offer refunds on delivered products. This policy is in place to prevent products from being used and then returned.
Additionally, digital licenses are non-refundable once they have been delivered or accessed.
However, if your product has an issue, we are happy to replace it under warranty as outlined above.
Orders are typically shipped within 3 business days, depending on order volume, scheduling, and product availability.
Once your shipping label is created, you will receive an automated email with tracking information sent to the email address on file (usually the PayPal email used at checkout).
• U.S. and Canada customers will also receive a text message with tracking details
If you haven’t received tracking after a few days, please check your spam folder or contact support for assistance.
Remember, all cables are tested prior to shipping, so 99 out of 100 times, its not the cable. Here are a few things to check first before contacting us.
- Make sure your android device is OTG compatible. Many are, but not all. Don't count on the device being new to mean its compatible. Do a quick google of your device model and see what the general info says. There are apps on the Play Store as well that can check the OTG status of your phone and do basic diagnostics.
- Make sure your OTG adaptor is functioning. A simple test is to use the OTG adaptor and plug the flash drive into your device. If it detects the flash drive and lets you access the contents, your OTG is working so its time to move on.
- Restart your device and make sure ProTool, MHD and/or XHP is updated to the newest version.
- If you own a Samsung device, you can plug the OTG adapter in first, seperately from the K+DCAN cable. Then insert the cable into the OTG adapter and the device should pick up on the cable right away.
The switch (or button) bridges pins 7 and 8 on the cable, which is required for communication with certain older BMW vehicles.
A common misconception is that this is based on the model year, but that is not correct.
This requirement is determined by the vehicle chassis, not the year.
Examples of chassis that typically require pins 7 & 8 bridged
These are commonly referred to as “Gen 1” E chassis vehicles, including:
• E38 (7 Series)
• E39 (5 Series)
• E46 (3 Series)
• E53 (X5)
• E83 (X3)
The correct switch position depends on your vehicle chassis:
Set switch LEFT (button pushed IN):
For older BMW chassis, including:
• E46, E39, E53, E38, E83
• And other earlier models
Set switch RIGHT (button NOT pushed):
For newer BMW chassis, including:
• E90, E60, E70, E88
• All F, G, and I chassis vehicles
• And newer models
Yes — this is normal behavior.
• The LED will briefly light up when the cable is first plugged in
• It may cycle once during initial connection
• After that, the LED will remain off until communication begins
During active data transfer, the LED will blink, indicating that data is being exchanged between the vehicle and your device.
We no longer offer remote services at this time. However, we recommend the following trusted providers:
• BIMECU — www.bimecu.com(http://www.bimecu.com)
• AZ Car Keys & Computers — www.azcarkeysncomputers.com(http://www.azcarkeysncomputers.com)
• Ben’s Bimmer — www.bensbimmer.com(http://www.bensbimmer.com)
• E-M Performance — www.e-m-performance.com(http://www.e-m-performance.com)
We encourage you to reach out to them directly for assistance with remote services.
bottom of page