FAQ's

OTR Diagnostics FAQs

Below are some common questions about OTR Diagnostics

How do I purchase to get started?

Purchase Your Package:

Select the quantity of vehicles and purchase the Professional Package to ensure you have everything you need. 

Account Activation:

Check your email for an activation link. Use the same email address that you used for your purchase to activate your account.

Download the App:

Download the 'OTR Diagnostics' app from the Apple App Store or Google Play Store. Log in using the credentials you created during registration.

Need Help?

If you encounter any issues, feel free to reach out via email, chat, or call us at 586-799-4375.

Please note: Your OTR Diagnostics Subscription is linked to the email address used during the purchase process.

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 subscription but you get the lite mode prompt and account is in lite mode, you may need to re-authenticate.

How to re-authenticate: 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?

You can log in to your account from multiple devices, however, you can only maintain one active Bluetooth connection to a device 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 Diagnostic

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

Yes, to fully benefit from OTR Diagnostics, we recommend subscribing to our pro subscription. While you can use OTR Diagnostics without a subscription, please note that its functionality will be limited to reading basic trouble codes only. Activating any advanced features requires an active subscription.

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?

Yes, OTR Diagnostics is compatible with tablets that meet or exceed our minimum software requirements. Please ensure your tablet's version is up to date according to these specifications.

Whats in the box?

The OTR Diagnostics package includes everything you need to get started:

  • OTR Diagnostics App: Available for download from the Apple App Store or Google Play Store.
  • 12-Month Subscription: This auto-renews, providing full access to all features.
  • OTR Link - Mini Adapter: A Bluetooth-enabled 9-pin adapter for connectivity.
  • OTR Crossover Adapter: Designed for 2016 to 2021 Paccar MX models.
  • OTR OBD Adapter: Compatible with 2014 and newer Volvo and Mack models.
  • Instruction Manual: Contains detailed setup and usage instructions.

Each component is designed to enhance your diagnostic capabilities and ensure a comprehensive user experience.

iOS software & device requirements

iOS 15 minimum

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)
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

Below are some common questions about shipping

What shipping options do you offer in the USA?

USPS Priority Mail (5-10 business days)

UPS Ground (2-4 business days)

UPS 2nd Day Air (2 business days)

UPS Next Day Air (Delivers by 8pm on the next business day)

UPS Next Day Air Early (Delivers by 12pm on the next business day)

NOTE: We offer local pickup at our location as an option

What shipping options do you offer internationally & Canada?

USPS Priority Mail International (7-10 business days)

UPS Standard (3-6 business days)

UPS Worldwide Saver (2-3 business days)

NOTE: We offer local pickup at our location as an option

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 orders 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)799-4375or email us atsupport@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

Below are some common questions about returns

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 major United States holidays. Check below for specific dates.

New Year's - Jan 1 – Jan 2

Good Friday - Mar 29

Memorial Day - May 27

Independence Day - Jul 4

Labor Day - Sep 2

Thanksgiving Day - Nov 28

Christmas Eve - Dec 24

Christmas Day - Dec 25 – Dec 26

New Year's Eve - Dec 31

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

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