Frequently asked questions

Preferably submit the request from the Support tab in the Stellacan application. This preserves the context of the current vehicle and controller, helping the team assess the case faster and more accurately. If you cannot use the application, submit the request through Support on the website after signing in.

Include all information needed to identify the vehicle, controller and previous work:

• the full VIN;
• the controller type and exact OEM/HW identification;
• whether the original controller can still be read and whether the fitted part is new or used;
• the identification readout and current configuration, if available;
• the work already performed and the diagnostic or programming tools used;
• the exact error, logs or screenshots and the result you want to achieve.

Sometimes, but not always. The controller installed in the vehicle may have been replaced, modified or previously programmed. Support may also need the identification of the original and replacement controllers, the current readout and the saved configuration. The available procedure is confirmed only after checking compatibility with the fitted HW.

Availability depends on the vehicle model, controller family, HW version, current software state and the functions supported by Stellacan. Replaced or previously modified controllers may require additional verification. Send the VIN and full identification to support so the team can confirm the available procedure.

Use the Vehicle coverage page and identify the controller in the application. Coverage of a vehicle model does not guarantee support for every HW version or configuration. For an unusual controller, send its identification and VIN before purchasing a dedicated license or service.

It depends on the controller family, HW compatibility and its security state. Provide the VIN plus the full identification of both the original and replacement parts. Some controllers require additional preparation or security data assigned to the replacement part. Similar part numbers or identical connectors do not guarantee compatibility.

Save the identification and current configuration using the supported functions available in the application, confirm that the replacement controller is compatible and provide a stable power supply for the vehicle and laptop. Operations involving vehicle security, the PIN, immobiliser or keys may be performed only as part of a lawful repair by an authorised workshop or vehicle owner. Stellacan does not support bypassing or disabling vehicle security.

Some BSI versions use additional security and require authorised credentials before selected service operations. A replacement controller may be assigned different security data than the vehicle. Support handles only lawful, verifiable cases and may request company details, the VIN and proof of ownership or purchase. The available procedure depends on the exact controller version.

Yes. Changes made with other diagnostic or programming tools can affect controller identification, configuration and communication. Describe every previous attempt in the request, including the tools used, the operations performed and their result. This information is necessary to assess the current state and avoid repeating incompatible actions.

No. Stellacan does not provide physical memory reading, cloning or electronic controller repair services. The system supports only the diagnostic, coding and programming functions available in the application for compatible controllers. Work requiring controller removal, direct memory access or an external programmer must be commissioned from a specialised service provider.

Support can help with the Stellacan functions available for a clearly specified VIN and controller. It does not design the complete retrofit or guarantee that any combination of modules and equipment will work. The workshop must verify the hardware, wiring, dependencies and safety requirements; every programming change remains the operator’s responsibility.

Full-access covers the diagnostic, coding and service functions described in the selected plan. Some additional operations or licenses may be priced separately. Their scope and price are shown before purchase in the product description and cart.

Do not immediately repeat the same operation. Send support the account email, VIN, controller type, approximate operation time, error and logs. The team can check the operation history and decide whether a technical correction or license adjustment is justified. A license is not restored automatically in every failed case.

Plans marked Auto-renews are recurring; plans marked One-time are not. You can check the type, renewal status, price and expiry date in My services. Use Cancel renewal there to stop future billing. The already-paid access remains available until its displayed expiry date.

Check the Spam/Junk folder and confirm that the address entered during registration is correct. The account must be activated through the email link before the first sign-in. If the message is missing or the link no longer works, use the contact form and provide the registration email address—never send your password.

After signing in, open Invoices & orders. It contains available invoices and order details. Tracking appears once a physical order has been handed to the carrier and a tracking number has been assigned. If the status does not change for an unusually long time, contact support with the order number.

Physical orders are prepared after payment and order verification. When the parcel is handed to the carrier, its tracking number is added to the order and may also be sent by email. Delivery time depends on the destination and carrier. Check Invoices & orders before opening a shipping request.

For selected cases, support may propose a remote session after reviewing a complete request. Prepare a stable internet connection, a fully charged laptop and a stabilised vehicle power supply. Start only the remote client indicated by support and never publish the session ID or password. Remote access does not replace correct diagnosis or guarantee recovery of an incompatible or physically damaged controller.