Technical Fault/BUG Support 

Please fill in all the required information. We will forward your details to the developer responsible so that they can check the case and contact you within 72 hours of you submitting this form. Please do not forget to enter your e-mail address


Remember that we can only provide support if all the necessary information has been provided. Especially the screen recording!
If the form is incomplete, or you just put in filler like XXX we will not be able to provide assistance or send you a reply. Therefore, please check the information very carefully!
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Email *
Please enter the e-mail address you use to log in to the Carly app.
If you are unsure which e-mail address you are using, please look it up inside the app under "Settings".
 *
Where have you bought the app full version license from? *
Which function is affected by the error?

Please keep in mind that questions about error codes, parameters/live data, your car’s condition, or how to interpret results aren’t app errors. Because we don’t provide mechanic support, we’re unable to advise on those topics.

Also, if a function isn’t explicitly listed in our FAQs as available for your specific car make or model, its absence is expected and not a bug in the app.

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With which make of car does the error occur?
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On which model + year of manufacture does the fault occur?

*** Please enter only one main car model. (If you have two or more, please inform us by email.)

***Please enter only the model and build year.

For BMW: Only write the series + build year.
Do not write internal or engine codes.
✅ 1 Series 2020 ✅ X6  2024
❌ BMW 1 Series F40  2021 ❌ BMW E84 2015  

Example for Volkswagen: 
✅ Golf  2018
❌ VW Golf 7  2018   1,5 TSI DSG

Example for Mercedes: 
✅ C 2011
❌  mercedes c350cdi 2011

For all users: 
Please check "Car brand" section on the Carly website to see how your model is categorised.

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Have you already used the help FAQs and the error persists?

https://support.mycarly.com/hc/en-us
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Have you already tried to reinstall the app and restart your phone?
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Is Carly Universal Scanner fully functional?

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Which app version number have you installed?
Please click on Settings -> Info in the app and scroll down. There you will see the current app version number.

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Are you interested in a partial refund if we are unable to resolve the fault quickly?
From experience, we have to tell you that unfortunately many faults cannot be solved quickly and a solution can sometimes even take several months to a year or longer.
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Please send us a screen video of the error. Use a platform of your choice if the space provided is not sufficient. (e.g. Dropbox)

Please insert the link below. Remember that without a screen recording, the developer will unfortunately not be able to provide any assistance!

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A copy of your responses will be emailed to the address you provided.
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