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OTR Diagnostics FAQs

How do I create an account?

  • You have to create an account on the web browser. Follow the details below to get started.
  • Create an account at otrperformance.com/account/register
    • Purchase your professional package / subscription and use your email that you used when purchasing.
      • If you purchased, please check your email to activate your account with the email that you purchased with.
      • Please note: OTR Diagnostics Subscription is tied to your email that you used to make the purchase.
    • Download the "OTR Diagnostics" mobile app and use the credentials created to Login in to "OTR Diagnostics" on both iOS & Android.
      • If you experience any issues, please email, chat or call us! 586-799-4375

How do I manage and renew my subscription?

Your subscription will be automatically renewed with the card you originally purchased the tool with. You will get a notification three days before your renewal date that your card will be charged. If you don't have an active subscription you can click below to manage account and purchase a new subscription only.

If you purchase a new subscription, you must reauthenticate your account by logging out then logging back in.

For all information regarding (account details, subscriptions, update credit card, purchase new subscription) CLICK HERE

If you have any questions about your renewal or need help, please give us a call/text (586)799-4375 or email support@otrperformance.com.

Are you in Lite Mode? But you have an active subscription.

If you have an active subscriiption but you get the lite mode prompt and account is in lite mode, you may need to reauthenticate.

How to reauthenticate: Click on OTR Logo on the dashboard, Click Account Details, Click Logout, then login with your account details.

If you have further issues please contact us at support@otrperformance.com or call 586-799-4375 if you need any help!

How to pair on iOS devices

How to pair on Android devices

Can I use my OTR Diagnostics subscription on multiple devices?

Yes! You are able to use your login on multiple different devices. While you can use your login on multiple devices it will only allow one active user at any given time.

Can OTR Diagnostics do parameter changes? ie, speed limiters, cruise limiters

OTR Diagnostics does not currently perform these functions, it may become an available feature in the future. For a list of current features on OTR Diagnostics you can check that out here: OTR Diagnostics

Do I need a paid subscription plan to use OTR Diagnostics?

No, OTR Diagnostics can be used without a subscription. However, operating OTR Diagnostics, without an active subscription will limit its functionality to basic trouble code reading only. To activate any advanced features beyond that you will need an active subscription to our plan.

Do I have to pay for updates? How do I get updates?

With OTR Diagnostics you never have to pay extra to get updated to the latest version. Being a mobile-based app we post updates regularly and we recommend you set to auto-update or check in regularly as the app will evolve and improve often. You can do this by visiting the app store, for apple make sure to select the second one on the list as updates do not show up under sponsored listings.

What if the Google Play store will not let me download the app?

Your Google Play Store may be out of date and will need to be updated.

  1. Open the Google Play Store App
  2. Tap Settings
  3. Scroll down to Play Store Version
  4. Tap to check for an update. If there is an update option select it and allow it to update
  5. Then try downloading the OTR Diagnostics App again

If the app still will not download you may need to reset the Google Play Store. Follow the steps below.

  1. Go to your device settings
  2. Apps Tab
  3. Scroll down to Google Play Store
  4. Tap Storage
  5. Tap Clear Data
  6. Try to download the OTR Diagnostics App again

If none of these work call or email our support team at 586-799-4375 or Support@OTRPerformance.com

Does OTR Diagnostics require internet connection?

An internet connection is required at least once every 14 days to log into the app. We do have you covered with an offline mode in the app. That enabled you to work offline for a period up to 14 days.

Will OTR Diagnostics work on my iPad or tablet?

It may work, but we do not currently support it.

What do I need to use OTR Diagnostics?

  • An OTR Diagnostics Account
  • A Truck
  • A Compatible Smartphone
  • An OTR Adapter (and any harness needed to connect to the truck)

iOS software & device requirements

  • iOS 13 minimum
  • iPhone 6S & Greater (Does not work on iPhone 6 or older)

Android software & device requirements

  • Android 7.0 - 13.0 (The app might experience some issues if used on a device running later than this version)

OTR Diagnostics adapter has only 8 pins, will it work?

Yes, the OTR Link hardware that comes with the OTR Diagnostics package only has 8 pin's that are connected. This OTR Link hardware does fit the 9 PIN black/green diagnostic port, along with the OBD port with the attached adapter.

What does the Limited Lifetime Warranty Include? 

Our OTR Diagnostics hardware is backed by a Limited Lifetime Warranty, which is a testament to our commitment to your satisfaction.

Warranty Coverage: Our Limited Lifetime Warranty covers material and manufacturing defects in our OTR Diagnostics hardware for as long as you maintain an active subscription to OTR Diagnostics. We understand that your investment in our product is significant, and we want you to be confident that it will perform as designed.

For a complete understanding of our warranty terms and conditions, please refer to the terms and conditions.

Shipping FAQs

Is there Free Shipping available?

Yes, We have free shipping with UPS Ground available on all orders over $99.99 within the United States.

Do we ship to Canada and Mexico?

Yes, Select any of our International shipping options to have your order shipped to you.

How long does shipping take?

Within the United States:

USPS Priority Mail (5-10 Days)
UPS Ground (2-4 Business Days)
UPS Second-Day Air (2 Business Days)
UPS Next Day Air (Delivers By 5 pm on the Next Business Day)
UPS Next Day Air Saver (Delivers By 10 pm on the Next Business Day)

Canada and Mexico:

UPS International Ground (3-5 Days)
UPS International Express Saver (1-2 Days)
DHL Express (1-3 Days)

How much does shipping cost?

To check the shipping costs of our products follow these steps.

  1. Add Product to Cart
  2. Checkout
  3. Input Shipping info and click on the Continue to shipping button at the bottom of the page.
  4. Shipping Services and Prices will be displayed

When will my order ship out?

All in-stock orders will ship out the same day if placed on a weekday before 3:30 pm EST.
Orders placed on weekends or holidays will be shipped on the following business day.

Can I change my shipping address after I placed my order?

As long as the order has not shipped out yet we can update any address on the order. Give us a call at (586)799-4375 or email us at Support@OTRPerformance.com

How do I know when my order ships out?

You will receive an email once your order ships out with a tracking number.
If you do not receive an email contact us and we can let you know what the tracking number is.

I still haven't received my tracking number to my email?

Most emails can take up to 24 hours to be received.
If you still haven't received an email after 24 hours, contact our customer support team at (586)799-4375 or email us at Support@OTRPerformance.com

How can I change the address on my order?

Address changes can be done before your order ships out.
If you would like to change your address, contact our customer support at (586)799-4375 or email us at Support@OTRPerformance.com

What if my order has not been delivered in the estimated time?

  • First, we recommend contacting the shipping company to see where your package may be.
  • Next, contact our support team so they can look into your order and see what can be done to get your order delivered.
  • You can contact support at (586)799-4375 or email us at Support@OTRPerformance.com

Foreign Transaction Fee on International Orders

  • A foreign transaction fee is imposed by a credit card issuer on a transaction that takes place overseas or with a foreign merchant.
  • These fees are typically 1%–3% of the value of the transaction and are paid in dollars.

Returns FAQs

What is the Return Policy?

Any product can be returned for a full refund within 60 days of delivery.
All returns are free and easy for domestic and international orders.

To process a return and receive a prepaid shipping label:

Please note that shipping charges are non-refundable.

What if I want to process a return after 60 Days?

A 20% restocking fee will be applied to any return after 60 days. No returns after 90 days.

How soon will I get my refund?

Once the item(s) returned is received we will then process the refund to your original payment method.
After the refund is issued, it will take up to 3 business days for the funds to appear back on your original payment method.

I received a damaged item(s), what do I do?

In the event of a damaged item, please reach out to our customer service team through email at Support@OTRPerformance.com or call at (586) 799-4375. Our customer service team will assess the damage and figure out the best solution for you.

Hours & Location

What are your normal business hours?

Our normal business hours are Monday - Friday (8 am-5 pm EST) and closed on the weekends.

Are you open on Holidays?

We are closed on all major United States holidays. Check below for specific dates

Easter 4/9/23
Memorial Day 5/29/23
Independence Day 7/4/23
Labor Day 9/4/23
Thanksgiving 11/23/23
Christmas 12/25/23
New Year's 1/2/24

Where are you located?

We are located at:
51619 Industrial Dr
Macomb, MI 48042

How do I contact OTR Performance?

You can reach us at:
Phone: (586) 799-4375
Support email: Support@otrperformance.com
Sales Email: Sales@otrperformance.com