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).

Support at a glance – the three ways to reach us

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.

The only way to get technical support

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.

  1. Log in to your account and go to Orders.
  2. Open the order the tool or job relates to.
  3. Press "Ask a Question about this Order" and send your issue.

Step 1 – open the order you need support for.

Select your order number and open it for support

Step 2 – press Ask a Question about the Order (Ask for Support) and send your details.

How to ask a question about an ordered item

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.

MANDATORY: ONE COMPLETE MESSAGE ONLY – NO 100 RANDOM MESSAGES:

All vehicle information – exact Model, exact Model Year, full 17-digit VIN, and full description of the issue – must be sent together in ONE single complete message. Do NOT send 100 scattered messages or random uncaptioned photos. Having the entire vehicle history and fault story in one message allows technicians to review the car immediately without wasting hours piecing together fragmented messages.

Typical reply time: 24 to 48 working hours. If you bought from a reseller, always contact the reseller you purchased the tool from first.

WhatsApp and email are for SALES only

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.

STRICT WARNING – NO TECHNICAL SUPPORT ON WHATSAPP:

Random WhatsApp messages sent for technical support will result in your WhatsApp being BLOCKED AND LOCKED PERMANENTLY. Real-time technical support is NOT offered via WhatsApp. You must follow the official booking process on the website or call 0330 2233446 (+44 330 2233446) with your order number ready. If you do not follow our official support process, you cannot work with us and no support will be provided.

What is free and what is paid

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).

HOW TO CLAIM YOUR 5 FREE SUPPORT JOBS (NEW TOOL PURCHASES):

Clients who purchased a new tool and have not yet completed their 5 free live training / support jobs must log in to their account, locate their tool purchase Order Number, and book their support slot per job citing that order number. Support is provided strictly per job only via the booking page. Clients who have already completed their 5 free jobs must purchase a remote support session before booking a time slot.

Please read – support is not unlimited with any tool

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.

Straight cars versus cars already worked on by someone else

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.

Notice – Latest-Model GWM Certificate Gateway Lock

Important Technical Advisory: Gateway Certificate Lock on Latest JLR Models

On latest-generation vehicles, JLR has implemented a certificate-based security firewall inside the central Gateway Module (GWM). When communicating with such cars, standard diagnostic commands, module flashing, and module replacement may be blocked by the gateway firewall.

  • Replacing RFA or Flashing Modules: To replace an RFA or flash modules on vehicles with a certificate-locked gateway, you may need an active TOPIx Cloud session with a genuine DoIP VCI to authenticate and open the gateway first before module programming can proceed. Once the gateway is authenticated in TOPIx, connect your Lock50 tool over OBD to complete the RFA synchronisation, bypass the factory BCM immobiliser lock, and learn keys.
  • Fastest Key Solution – SW36 Key Copy: Avoid complicated gateway unlocking and flashing entirely! SW36 Key Duplicator is NOT affected by the GWM certificate lock because it connects directly to the RFA module via the HW03-C adapter (bypassing the central gateway firewall completely). You can quickly copy working key data directly into Lock50 Change-ID keys (HW13 / HW14) without touching the gateway firewall.
  • EVA2 Service Mode: For adding OEM keys over OBD on latest EVA2 platforms, put the vehicle into Service Mode (via the customer's InControl account or diagnostic activation). This temporarily disarms network security locks and allows direct OBD key learning with Lock50.
  • Offline As-Built Notice: If Lock50 does not yet have the offline As-Built calibration file in the local library for a brand-new model year, use official TOPIx Device Agent to complete the RFA online software update first (clearing any B1009-62 Initialization Not Completed faults), then sync the RFA and bypass the BCM lock in Lock50.

Hardware & Account Supply: Lock50 supplies pre-configured genuine Bosch DoIP VCI + Panasonic Toughbook Laptop packages, and customers can register their own official TOPIx Cloud accounts for online manufacturer updates.

A fair approach for you and for us

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.

Why support is now paid and booked

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.

Free Level 2 support via Microsoft Teams (text only)

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:

  • VIN code of the vehicle.
  • Serial number of your device.
  • Description of the issue, including any error codes if available.

Add the Support Team on Microsoft Teams here: » Join Lock50 Support on Microsoft Teams (invite code 62JPUNEJMJRN3U02).

Book Paid Remote Support – Options, Costs & Session Requirements

Lock50 JLR Remote Support Services

JLR Remote Diagnostic & Programming Support

TeamViewer live assistance for key programming, lost keys with Alarm OFF, module flashing, CCF editing, TCU & BCM pairing, and locked RFA/IPC recoveries.

» View Booking Page – Options & Purchase Support

Session Costs & Scope:

  • £100 Initial Check Session: Covers connecting to your PC via TeamViewer, full vehicle module scan, interrogating DTC faults, and assessing what is required to complete the vehicle.
  • Per-Car Fixed Completion Quote: Once assessed, we provide a fixed price quote to finish that specific vehicle. Complex jobs (all keys lost, locked RFA/BCM recovery, module replacement) typically average around £500.

MANDATORY: Live Phone Calling – Real Phone Number Required

When we connect to your PC on TeamViewer, our technician will call you directly on your real phone number so we are in live contact throughout the session. You must have your real phone line available and answer when we log in. We do NOT do live support messaging or voice calls over WhatsApp.

CRITICAL PREREQUISITE: Dedicated Battery Support & Stable Wi-Fi

If you do not have dedicated battery support (13.5V+ continuous charger) connected to the car and good, stable Wi-Fi at the vehicle, there is NO POINT starting the session.

Without a stable 13.5V+ battery supply and strong internet, programming new modules, flashing ECUs, and adapting keys will fail. Low battery voltage causes modules to shut down mid-write.

Before your remote session – please read

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:

  • The vehicle connected to the tool.
  • A power supply / battery support connected to the car.
  • A good, stable internet connection.

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.

MANDATORY TEAMVIEWER RULES – FIXED PASSWORD REQUIRED:

For all remote sessions, your TeamViewer password MUST be permanently configured as a FIXED UNATTENDED PASSWORD set to: Lock50.co.uk

Why This is Strictly Enforced: If the connection drops during vehicle programming or flashing, we must reconnect instantly. We will NOT ask for new rotating passwords every time TeamViewer disconnects. If your password is not set to a fixed password as instructed, support cannot and will not proceed. Only live credentials relayed via your order message ticket or live over phone/WhatsApp at the start of your booked slot will be used.

If you are unsure, call us

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.

Before you contact us – solve it yourself

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.

Fixing the Mfc100u.dll missing error

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.

Downloads

  • Lock50 HW04 JLR Technical Key Tool User Guide – Download
  • Setup JLR KeyTool v1.4.3.0 – Download