Support

Questions, problems, or feedback about Carnix — write to support@carnixapp.com. We read every message and normally reply within two business days.

1. What to include when reporting a problem

These five details usually turn a back-and-forth into a single reply:

• App version and build — Settings → About.
• Phone model and iOS or Android version.
• Vehicle make, model, and year.
• The OBD-II adapter you are using.
• What you did, what happened, and what you expected instead. A screenshot helps.

2. The adapter will not connect

• Turn the ignition to the on position. Many adapters and most ECUs stay asleep otherwise.
• Check that the adapter is seated firmly in the OBD-II port and that its indicator light is on.
• Grant Bluetooth permission when the app asks. iOS also requires location permission to scan for nearby Bluetooth devices — Carnix uses it for that scan and for GPS speed in performance runs, nothing else.
• For a Bluetooth Low Energy adapter, do notpair it in the phone's Bluetooth settings first — connect from inside Carnix, on the Connect Adapter screen.
• For a WiFi adapter, join the adapter's own WiFi network in your phone settings, then choose WiFi on the Connect Adapter screen.
• Carnix works with ELM327-class adapters. Very cheap clones sometimes report a supported version while implementing only part of the command set; if a specific adapter fails, tell us the model.

3. Trying Carnix without an adapter

On the Connect Adapter screen, switch the transport from Bluetooth to Demo. Carnix connects to a simulated vehicle so you can see the dashboard, live sensors, a diagnostic scan with trouble codes, performance runs, and the AI insight screens without any hardware. Demo vehicles are simulated and are never licensed or synced.

4. Subscriptions and vehicles

• A premium subscription covers a vehicle, identified by its VIN — not a phone. Your subscription belongs to your Apple ID or Google account and works on every device you sign in to.
• A plan starts at one car and grows one car at a time. Adding a car is an upgrade of the same subscription and the store prorates it.
• You can move a car's premium slot to a different car. After a move, that slot waits 7 days before it can be moved again — putting back the car the slot just released is always free.
• Removing a car frees its slot immediately, but the store applies the smaller plan at the next renewal.

5. Restoring a purchase

Reinstalled the app, or got a new phone? Open Settings → Restore purchases. Your licensed vehicles are stored on our server against your subscription, so premium returns for the same cars. If a payment went through but premium did not appear, Restore purchases is also the fix — and if it still does not, email us with the date and amount.

6. Managing, cancelling, or getting a refund

Subscriptions are billed by the store, not by us, so they are managed there:

• iOS — Settings app → your name → Subscriptions. Refunds: reportaproblem.apple.com.
• Android — Google Play → your profile → Payments and subscriptions.

Cancelling stops the renewal; access continues until the end of the period you already paid for.

7. Your data

To request access to or deletion of your data, email support@carnixapp.com. Removing the app from your device deletes the data stored locally on it. What we collect and why is set out in the Privacy Policy; the terms of the subscription are in the Terms of Service.

8. Safety

Do not operate the app while driving, and do not use diagnostic readings as a substitute for a qualified mechanic's judgement. Performance measurements are for closed-course or track use only.

9. Contact

Individual Entrepreneur Shota Topchishvili
Email: support@carnixapp.com