How Lock50 support works – please read this before you message us.
Lock50 is a booking-based service. Support is not real-time. WhatsApp, email, phone and Teams are all non-instant – nothing in this trade is instant, and no serious diagnostic house (not even Microsoft or a main dealer) answers the moment you write. We reply when a technician is free and your job is in the queue. If you need a guaranteed slot, you book paid support (see below).
1. Order comms on this website – free. Any message about anything – a question, an order, or a job – goes through the order you placed on this website ("Ask a Question about this Order"). This is the correct channel and messaging here is free. It keeps your VIN, device serial and order history in one place so we can help you faster.
2. Fast, live or booked support – paid. Anything hands-on, real-time, or scheduled for a set time is a paid, booked session (see Book paid remote support below). If you need a guaranteed slot and our full attention, this is the option to choose.
3. Microsoft Teams – backup channel only. Teams is a text-only backup and replies will be slower. Please also note: a message written without the full information we ask for (VIN, device serial, a clear description of the issue and any error codes) will be ignored – this applies on every channel, so always send the full details the first time.
All technical support goes through the order comms system on this website. This keeps your VIN, device serial, order history and messages together in one place, so the Support Team can see exactly what you bought and reply faster without hunting for your details.
Step 1 – open the order you need support for.
Step 2 – press Ask a Question about the Order (Ask for Support) and send your details.
In that message always include: VIN of the vehicle, serial number of your device, a clear description of the issue, any error codes, and photos/screenshots. Messages without these details cannot be actioned. This is not a live chat and not a question-and-answer session.
Typical reply time: 24 to 48 working hours. If you bought from a reseller, always contact the reseller you purchased the tool from first.
Our WhatsApp number and email inbox are not monitored for technical support and are already overloaded with sales enquiries. We cannot copy messages out of WhatsApp or email to reply to them properly, and support sent there will not be tracked or answered. Please do not send diagnostic questions, VINs or error photos to WhatsApp or email – use the order comms system above. Sales sent to support, or support sent to sales, will not be actioned.
No time is free. The only free help is live on-the-job training for the first 5 jobs for new tool buyers, so you learn the tool on real cars. After that, and for anything outside normal queue replies, support is a paid booking.
Real-time help, help outside our working hours, and hands-on remote diagnostics are chargeable and must be booked in advance. You cannot expect instant service unless you book paid support (or you own the tool and are within your first 5 training jobs).
We want to be clear and fair with every customer, so please take a moment to read this. No tool we sell comes with unlimited free support. Your purchase covers the tool and the software functions your package is licensed for. It does not include us remotely solving every vehicle on your behalf. Technical problem-solving beyond your package is a paid, booked service, and we are not able to provide support without an online booking. Without a booking there is no reserved slot – our technicians are already working on booked jobs and cannot step away from a paying customer to answer an un-booked request. Thank you for understanding.
If the vehicle is straight and has not been interfered with, every function we give you will get the keys done. A standard, untouched vehicle is exactly what the tool and your package are built for – follow the guide and the job completes.
If the vehicle has already been worked on, or left in a bad state by someone else – incorrect writes, swapped or locked modules, corrupted data, or failed attempts with another tool or by another locksmith – the standard function may not be enough to finish it. Recovering another person’s work is a separate job that takes real technician time, so it is chargeable and needs a booked remote slot. It is not covered by the tool price and we kindly ask that you do not expect it free of charge.
Please note: customers are paying for the hours of our technician’s time, expertise, diagnosis and attempted recovery. This does not guarantee a successful outcome on every vehicle, especially if the vehicle has already been tampered with or incorrectly programmed.
We do not carry out this work for free, and we respectfully suggest you do not do it for free for your own clients either. Your customers should not expect free help, and certainly not instant help on demand – and neither should anyone expect that of us. Please charge for your time in the same way we do. When we complete a difficult car for you, that is a job you are being paid for, and a small booked fee to get it finished is a fair part of that job.
For a long time we gave this help free of charge to a great many people, and we were glad to do so. Sadly the messages never stopped. Many users expected us to solve every car, at any hour, straight away – without ever paying for the support, and without once offering to share any of the profit from the jobs we fixed for them. That simply is not sustainable for a small specialist team, and it was unfair to the customers who do book and pay.
This is why support now works the way it does: anything beyond your package is a paid session you book in advance through the order comms system. It keeps the service available, keeps our technicians focused on the people who have booked, and means that when it is your turn you get our full attention. Thank you for respecting this.
We run a free, text-based Level 2 support channel on Microsoft Teams. It is written support only – post your issue at any time and the team replies as soon as possible. No voice or video calls are taken and video files are not reviewed. Technical support is available 24/7, but online response time is 10 AM to 6 PM UK time.
Start straight away with a description of your issue – the team does not reply to "Hello", "Good day" or "How are you?" messages. This is not a question-and-answer chat; send the full details below or there will be no reply. For remote access we use TeamViewer – the ID and password must be provided in text format.
Message format – you must include all of the following or you will get no reply:
Add the Support Team on Microsoft Teams here: » Join Lock50 Support on Microsoft Teams (invite code 62JPUNEJMJRN3U02).
When you need hands-on help, order a remote support session here:
The starting fee is £100 for a TeamViewer session where we connect to your PC, assess the vehicle and tell you what is needed. We then quote the cost to complete that specific car. Complex jobs (no ignition, all keys lost, module flashing) average around £500 per car. For remote access we use TeamViewer, and the TeamViewer password must be set to Lock50.co.uk or we cannot connect.
How to set your TeamViewer password (do this before your session):
If the connection fails, check the password is exactly Lock50.co.uk, that TeamViewer is running and not minimised to a login screen, and that your internet is stable – then send us a fresh ID and password.
Download TeamViewer (Windows, full version – not QuickSupport):
The Lock50 JLR tool and our support are Windows only. Please use a Windows laptop – we cannot support Mac.
Install the full TeamViewer application (not the QuickSupport module) so the unattended password can be set to Lock50.co.uk as shown above.
We work in UK time. All bookings and jobs are handled in UK time, and we prefer your job booked within our working hours of 10 AM to 6 PM UK time.
Not in the UK? Please check the time difference between your country and the UK before you book, so you are ready and waiting at the agreed UK time.
For the remote session to go ahead, at the booked time you must have all of the following ready:
Only when all three are ready can the remote session take place. If any are missing we cannot start and the session may have to be re-booked.
Phone 0330 2233446 / +44 330 2233446 with your order number to hand so we can look up your order.
One quick call with your order number is faster than sending ten messages about something already explained on the site. Please note the phone line is for guidance and lookups – hands-on diagnostics are still a booked, paid session.
The tools are designed to be easy to use and 95% of issues are the computer or the internet connection, not the tool. For this reason we strongly recommend a Panasonic Toughbook and a stable connection.
If you see Mfc100u.dll file missing, download and run the Microsoft Visual C++ 2010 Service Pack 1 Redistributable (MFC Security Update). Choose x86 (32-bit) or x64 (64-bit) to match your Windows. This restores mfc100u.dll and almost always fixes the error. Also install any available Windows updates, as the file can be replaced by a Windows update.
