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Category Details
Category Name
Licenses, Purchasing & Shipping
Category Created
Wed, 22nd Jun 2016
Last Article Update
Mon, 3rd Jun 2019
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   Licenses, Purchasing & Shipping

License Purchases & Activation Codes FAQ 

How are EFILive License Activation Codes and Controller Authorization Codes sent?

  1. EFILive License activation codes and controller authorization codes are sent via email to the registered email address provided on the EFILive store user account.
  2. Activation codes can also be accessed by logging onto your EFILive store User Account.

How long will it take to receive my EFILive License Activation Code or Controller Authorization Code?

The product purchased will determine the time frame for the license being issued.

  1. FlashScan & AutoCal VIN Licenses (includes V3, V2, HD VIN Licenses & V1 PCM Licenses) - Automated license processing occurs within approximately 10 minutes.  Validation of your serial and auth code ensures correct order placement.
  2. FlashScan Tuning Options - Automated processing of your Tuning Option Activation code and included VIN licenses occur within approximately 10 minutes.  Validation of your serial ensures correct order placement. 
  3. FlashScan V2 Stream Licenses - Stream licenses are delivered via email during regular New Zealand business hours.
  4. Controller Authorization Codes - Automated controller auth-code processing occurs within approximately 20 minutes.  Validation of your controller auth-code ensures correct order placement.

Current local time in New Zealand can be found on our website here.

How do I ensure my EFILive Order passes validation?

  1. All VIN Licenses, Tuning Options and Controller auth-code orders go through a comprehensive validation process. Only valid serial/auth codes will be given the option to add products to the cart and proceed to check-out.
  2. Refer to Validation Help for more information.

What if my Order Status Says "Manual Intervention Required"?

When an order fails automated processing, our staff will need to manually attend to that order.  Orders requiring manual intervention are typically:

  1. Physical products that our staff need to pick, pack and ship.
  2. License products that do no fill automatically, such as Stream Licenses.
  3. Automated licenses and auth-code products where EFILive experiences a systems outage. 

EFILive will process these order during New Zealand business hours.  If you have any questions about your order please contact us at sales@efilive.com; or call us at +64 (9) 534 1188. EFILive is located in New Zealand and our regular business hours are 09:00 through 17:00 Monday to Friday (excluding public holidays).

What if there is an error processing payment?

There are a number of possible reasons why transactions cannot be processed by the EFILive store;

  1. There are insufficient funds on your credit card for the purchase.
  2. Your Credit Card number was correct, but your CVN and/or Expiry Date were incorrect.
  3. You have not created an account in the EFILive Store:  https://www.efilive.com/customer/account/login/
  4. Your account in the EFILive Store contains incomplete shipping address details.
  5. Some banks and credit card institutions automatically decline international transactions made via the Internet. You will need to contact your bank or credit card institution to authorize the transaction. EFILive Limited is an international company based in New Zealand.

How do I access Activation Codes via the EFILive Store?

To check the status of an automated license, or obtain a copy of an automated license activation code;

  1. Log In to your account on the EFILive website.
  2. Select My Account -> My Orders for your complete order history.
  3. Locate your chosen order and select View Order.
  4. On the Items Ordered tab, scroll down to the About Your Order section located below Order Information for your license activation details.

         

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Online Ordering 

Create an Account

Prior to placing an order in the EFILive store, users must:

  1. Create an account, or log in to an existing account.  https://www.efilive.com/customer/account/login/
  2. Ensure your account in the EFILive Store contains complete shipping address details.

If your account details are incomplete, you will be unable to place an order in the EFILive store.

Payment Processing Errors

There are a number of possible reasons why transactions cannot be processed by the EFILive store;

  1. There are insufficient funds on your credit card for the purchase.
  2. Your Credit Card number was correct, but your CVN and/or Expiry Date were incorrect.
  3. You have not created an account in the EFILive Store:  https://www.efilive.com/customer/account/login/
  4. Your account in the EFILive Store contains incomplete shipping address details.
  5. Some banks and credit card institutions automatically decline international transactions made via the Internet. You will need to contact your bank or credit card institution to authorize the transaction. EFILive Limited is an international company based in New Zealand.
  6. Pre-paid debit cards issued by Credit Card companies are not accepted.

Despatch Lead Times

Physical Products: Physical products such as FlashScan V2 and AutoCal usually ship within 1 business day of order receipt.  Orders will be processed and shipped during regular New Zealand business hours.

License Activation Codes: The license type purchased will determine the time frame for the license being issued.   EFILive License activation codes are sent via email to the registered email address provided on the EFILive store user account. 

  1. FlashScan & AutoCal VIN Licenses (includes V3, V2, HD VIN Licenses & V1 PCM Licenses) - Automated license processing occurs within approximately 10 minutes of order placement.
  2. FlashScan Tuning Options - Automated processing of your Tuning Option Activation code and included VIN licenses occur within approximately 10 minutes.
  3. FlashScan V2 Stream Licenses - Stream licenses are delivered via email during regular New Zealand business hours.
  4. Controller Authorization Codes - Automated controller auth-code processing occurs within approximately 20 minutes of correct order placement.

Current local time in New Zealand can be found on our website here.

Activation codes can also be accessed by logging onto your EFILive store User Account.  To check the status of an automated license, or obtain a copy of an automated license activation code;

  1. Log In to your account on the EFILive website.
  2. Select My Account for your complete order history.
  3. Locate your chosen order and select View Order.
  4. The About Your Order section located after your order details contains all of information from your license activation email.

Order Tracking

Physical Products:  When your order is despatched from EFILive you will receive an email with a tracking number.  You can use this tracking number to track your order.  You can also view the delivery status of your order in your Online Account.

License Activation Codes:  When your order is processed from EFILive you will receive an email with the activation code.  You can also view the activation code in your Online Account.

Shipping Policy

EFILive is a New Zealand based company.  All physical products will be shipped from our New Zealand facility and will be subject to the local customs, duties, tariffs, taxes and related charges upon importation to your country.

Except where otherwise indicated, all prices displayed in the EFILive Online Store and in the EFILive Web Site are quoted in US Dollars.  All credit card charges will be made in US dollars.

Please refer to the EFILive Shipping Policy for detailed information.

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Pro Tuning License 

The Pro Tuning License is not currently available for purchase.  When available, customers will need to sign a legal waiver prior to enabling this function.

Adding a Pro-Tuning license to EFILive DOES NOT / WILL NOT provide additional tuning parameters.  The same tuning parameters are available with or without a Pro Tuning license.  The features for the Pro Tuning License when it becomes available are:

  1. The ability to load User Defined Calibrations (*.cax files) that contain calibration definitions that overlap with existing EFILive defined calibrations (*.calz files). 

    Users can currently create User Defined Calibrations (*.cax files) that contain calibration information not available in the software.  The pro-tuning license only REMOVES the restriction preventing you from defining a parameter already defined by EFILive.  This feature will save some users time in eliminating the need to edit their *.cax file, especially when EFILive adds new parameters to the software.

  2. The ability to override the restriction that prevents overwriting a controller’s operating system with a non-compatible operating system from a different model-year.
  3. This feature is most suited to GM Gas controllers where a very complex and multi-layered compatible operating system matrix exists to minimize the ability to kill an ECM during the flash process.  This same complexity does not exist for Diesel, where it is much easier to change operating systems inside the existing EFILive software framework.  The exception to this is flashing the Allison TCM given the different factory hardware versions and factory software versions that exist.  EFILive is very confident that if a user was to flash a different OS into an Allison TCM in almost all cases the ECM would not function and would not be recoverable; which is also the case using GM factory software. 

EFILive technical support is provided to trouble shoot and resolve issues that occur when using the standard EFILive software with the existing safeguards in place. Technical support is not available if and when a controller has been rendered inoperative and or unrecoverable while using the software with a Pro Tuning License. 

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Return Policy 

The EFILive Return Policy can be found here on our website.

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Shipping Policy 

The EFILive Shipping Policy can be found here on our website.

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Validation Help 

VIN License Validation

  1. You must be running EFILive V8.2.24 software or later to generate valid VIN License auth-codes.
  2. FlashScan/AutoCal Serial numbers must be entered into the Serial field. Serial must be either 10 or 12 characters.
  3. FlashScan/AutoCal Authentication code must be entered into the Auth Code field. (How?).  The auth code must be exactly 20 characters.
  4. Enter the Qty to purchase.
  5. Select [Check Serial & Code].
  6. Add validated code to cart
  7. If the serial and auth code do not pass validation, an error code will be displayed. Error code details are below.  Customers should ensure that the information entered is EXACTLY as displayed in EFILive software.
    1. Check you are ordering the corret product - the EFILive store validation works on SKU.
    2. Check software version used to generate the auth code.
    3. Check for spaces at the start/end of code.
    4. Hyphens are essential.
    5. Serial must be either 10 or 12 characters.
    6. Auth Code must be exactly 20 characters.
    7. Verify quantity limit has not been exceeded.

Tuning Option Validation

  1. Enter FlashScan Serial number into the Serial field. Serial must be either 10 or 12 characters.
  2. Set the Qty field to 1. 
  3. Select [Check Serial & Code].
  4. Add validated code to cart.
  5. If code does not pass validation, ensure that the code is EXACTLY as displaying in EFILive software. 
    1. Check you are ordering the correct product - the EFILive store validation works on SKU.
    2. Check for spaces at the start/end of code. 
    3. Code must be either 10 or 12 characters.

Controller Auth-Code Validation

  1. You must obtain your controller auth-code. (How?).
  2. Enter the controller auth-code into the Auth Code field.   Ensure that the code is EXACTLY as displaying in EFILive software.  Hypens are essential, and the code must be exactly 29 characters.
  3. Set the Qty field to 1. 
  4. Select [Check Serial & Code].
  5. Add validated code to cart.
  6. If code does not pass validation, ensure that the code is EXACTLY as displaying in EFILive software. 
    1. Check for spaces at the start/end of code. 
    2. Hyphens are essential.
    3. Code must be exactly 29 characters.

V1 PCM License Validation

  1. Enter the FlashScan V1 Serial number into the Serial field.  Serial must be either 10 or 12 characters.
  2. Enter the Auth Code into the Auth Code field.  The auth code must be exactly 17 characters.
  3. Enter the Qty to purchase.
  4. Select [Check Serial & Code].
  5. Add validated code to cart.
  6. If code does not pass validation, an error code will be displayed.  Error code details are below.  Customers should ensure that the information entered is EXACTLY as displayed in EFILive software.
    1. Check for spaces at the start/end of code.
    2. Hyphens are essential.
    3. Serial must be either 10 or 12 characters.
    4. Auth Code must be exactly 17 characters.
    5. Verify quantity limit has not been exceeded.

Validation Error Codes

Where the serial and/or auth codes is invalid, customers will be presented with an error message detailing the nature of the issue.  The issue will need to be corrected for the order to proceed to check-out, effectively eliminating orders that fail automated processing.  Error messages are:

  1. Error $1000: This device has not been found in our system. The serial number entered is incorrect.
  2. Error $1001: The supplied Auth Code has been generated with obsolete software. Please upgrade your software and device firmware, and generate a new Auth Code.
  3. Error $1002: The device has exceptions, please contact EFILive.
  4. Error $1003: The supplied Auth Code is not correct for this device. Please contact EFILive.
  5. Error $1004: The supplied Auth Code is not correct for this device. Please generate a new Auth Code and retry.
  6. Error $1005: The supplied Controller Auth Code is not correct.
  7. Error $1006: This device is not licensed for tuning functionality.
  8. Error $1007: The Serial Number indicated by the Auth Code does not match the device Serial Number provided for this order.
  9. Error $1008: XXX license(s) cannot be added to this device as it exceeds the maximum of YYY VIN licenses. The number of licenses being purchased is more than the device supports.  
    • FlashScan can hold up to 221 VIN Licenses.
    • AutoCal can hold up to 221 VIN Licenses, however users should check their tuner imposed limits.  The VIN License Slot Count (default value of 1) must be able to support the activation of an additional VIN License.  You MUST contact your tuner to get your VIN License Slot Count increased BEFORE ordering a VIN License. (How?)
  10. Error $1009: This product is not compatible with your device. Please select the correct product.
    • FlashScan and AutoCal VIN licenses cannot be ordered on FlashScan HD or AutoCal HD VIN license products.
    • FlashScan HD and AutoCal HD VIN licenses cannot be ordered on FlashScan V2 or AutoCal VIN license products.
  11. Error $100A: This product is not compatible with this device.
  12. Error $100B: This product is already enabled for this device. 
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VIN License Replacement Policy 

EFILive VIN License Replacement Policy

There are a variety of reasons why a controller stops communicating with EFILive.  In many cases the controller will be recoverable by full-flashing a stock tune or by isolating problematic aftermarket equipment on the vehicle.  Recovery information can be found in the Controller Recovery help file.  In some circumstances the controller will not be recoverable, in these instances customers may request a replacement VIN license or controller repair/assessment from EFILive.

AutoCal customers are advised that their tuner is their first line of support; EFILive will manage AutoCal customer requests ONLY if all information is provided as per the policy below.  Requests with incomplete information will see customers referred to their tuner.

Replacement VIN licenses are an outcome of an EFILive Support investigation.  Requests for Replacement VIN Licenses should be made through EFILive Support channels, and not the EFILive Sales Team.  Replacement VIN licenses are issued at the sole discretion of the EFILive Support team based on the following criteria:

VIN licenses may be replaced under the following circumstances:

  1. Failure during a reflash using EFILive and the controller cannot be recovered.  Customers must;
    1. Attempt to recover the controller using the Controller Recovery help document.
    2. If the controller can still not be recovered, you will be asked to provide:
      1. Error code details from the failed controller recovery flash.
      2. A copy of the tune file flashed into the controller that made the controller unresponsive.  NOTE: If you did not write the tune file; you must obtain permission from the tuner to submit the tune file to EFILive.
      3. A copy of the trace file from the failed flash.
      Support requests will ONLY be actioned when all information is provided.
    3. Once EFILive support has reviewed your support request, a decision will be made on VIN license replacement, or ECM repair.
    4. If your support request is successful, you will need to submit your sales invoice showing the replacement controller purchase prior to a replacement VIN license being issued.
  2. The ECM / TCM has been replaced due to an electrical failure rendering the controller unusable.
    For controller electrical failures, a copy of the sales invoice showing the price and reason for replacement.  If no reason for replacement is provided on the dealer paperwork EFILive will not provide a replacement VIN License.

EFILive will NOT replace a VIN license under the following circumstances:

  1. Misdiagnosis of a faulty controller.  Where the customer purchases and installs a replacement controller, but the original controller is recovered during the EFILive support investigation.
  2. Where the controller is replaced by a dealer / workshop in the hope of fixing an issue not related to tuning.
  3. Controller is locked by a Tuner.  Customers should have the controller unlocked where possible.
  4. Controller is unresponsive due to parameters edited outside EFILive.  (Typical symptoms are the flash completed ok but the controller becomes non responsive).
  5. Flash failure using any other product (eg, factory tools, other tuning product).
  6. Where the customer purchases and installs a replacement controller and does not proceed with the EFILive support investigation.
  7. Where a complementary VIN license has already been issued for the vehicle in question.

Controller Repair/Assessment

In a variety of situations controllers that cannot be recovered using EFILive software can be repaired and recovered using specialist workshop tools at a fraction of the replacement controller cost.  Some specialist repair companies offer short turn around services or core exchange where possible to minimize vehicle down time.

The EFILive Support Team will discuss controller repair/assessment options where available.

How to Get Started

  1. Trouble shoot your issue by using the Problems Flashing your Controller knowledgebase article.
  2. Attempt to recover your controller using the Controller Recovery knowledgebase article.
  3. Log a request for support using the EFILive Help Desk or by emailing support@efilive,com.

 

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