JLR Support & Knowledge Base

How JLR Support Is Organised

JLR Support runs through three layers: instant answers in the knowledge base, structured jobs through the ticket system, and live sessions with technicians for in-car work. Start with the layer that matches your question — most order and account questions never need to wait for a human at all.

Orders, Shipping and Payment

Order details live in the account created automatically at checkout — open the Orders tab for the Order ID, payment status, shipping status and tracking. Orders ship within 24–48 hours after testing; virtual products arrive by email. Policies: shipping policy and returns and refunds.

Installation and Setup Help

Every SX-Tool product ships with setup documentation, and the full step-by-step guides — driver order, patch sequence, activation — live at kb.sx-tool.com. Prefer to skip setup? Our remote installation service configures the complete stack in one session.

Technical Guides and Deep Dives

For vehicle-specific and software-specific questions, the blog library covers the jobs workshops search for most — SDD versions and installation, engineering mode, used-module programming, key programming, DoIP architecture and more. Good starting points: JLR SDD, JLR Pathfinder and TOPIx Cloud.

Live Technician Help

When a car is in the bay, go straight to humans: submit ticket support for structured remote jobs, book a guaranteed session through JLR remote repair, or message us via contact or the chat bubble, bottom right. Business hours are 9:00–21:00 Hong Kong time.

Frequently Asked Questions

Where do I find my order number? Log into your shop account and open the Orders tab — every Order ID is listed there, and the same details are emailed to you instantly after purchase.

Do you support installation over the phone? Yes — our technical team assists with installation and setup remotely. Share your VIN and setup details via ticket support so the right technician picks up the case.

My coding activation stopped working after a dealer update — refund? Features deactivated by subsequent dealer software changes cannot be refunded, but they can usually be reactivated remotely for a small fee — contact us with your order number and we will quote it.

What information speeds up a support case? Your VIN, the software and VCI you are using, screenshots or DTCs of the fault, and your order number if the question relates to a purchase.

Last updated: 24 September 2026 · Written and reviewed by the SX-Tool technical team.

Last updated: 2026-09-24