Support & FAQ
Real people, in the portal where you work. Reach us on the order, open a ticket, or email — and find quick answers below.
In-app messaging
Every order has its own thread. Message the tuner directly about your file and get replies in context — no ticket needed.
Support tickets
Open a ticket for anything that isn't tied to a single order — account questions, billing, or help getting set up.
Prefer email? Write to support@tuneforge.eu and we'll pick it up. Your message becomes a support ticket so nothing gets lost.
WhatsApp & SMS
Where enabled for your account, you can also reach us on WhatsApp or SMS for quick questions. Availability varies by region.
Support hours
We're available {support hours}. Messages sent outside these hours are answered as soon as we're back. Order status stays live in the portal around the clock.
Contact us
Email us at support@tuneforge.eu. Every message you send becomes a support ticket, so it's tracked and answered — nothing slips through.
Frequently asked questions
How does pricing work?
You buy credits or pay per file — one credit covers one standard file, and premium (editable/master) files cost two. Prices are shown ex-VAT in euros and are visible before you sign up. See the pricing page for the current tiers.
Do credits expire?
Credits stay on your account balance for you to use across orders. If you have a specific concern about your balance, message us and we'll check it for you.
What's the difference between a slave and a master file?
A slave file is encrypted for use with your tool's slave protocol and can't be opened or edited. A master file is editable, for tuners working with their own master tooling. Master files are priced higher and count as premium (two credits).
Which one should I order?
If you flash through a standard tool subscription, you'll usually want a slave file. Choose master only if you specifically work with editable files. Not sure? Ask us on the order thread before you confirm.
Which tools do you support?
We accept and identify files from all major tools — Alientech, Autotuner, CMD, Dimsport, Magic Motorsport, HP Tuners and more — across 50+ ECU and TCU families, with checksum correction handled. See the tools page for the full list.
My tool isn't listed. Will my file still work?
Most likely yes — the list isn't exhaustive. Send us the read and we'll confirm we can work with it before you spend a credit.
How long does a file take?
Files are built by real engineers, so turnaround depends on the job. We don't publish a fixed deadline — instead you see live status on every order in the portal and can message the tuner directly if you need an update.
Can I request a revision?
Yes. If something isn't right, request a revision on the order and we'll work with you until the file does what it should. Revisions are part of how we work, not an extra service.
What about refunds?
If we can't deliver a working file for your vehicle, talk to us — we'll make it right. Reach out on the order thread or open a ticket and we'll review your case.
Which languages do you support?
The portal is available in English, Dutch, German and French. You can switch language at any time from your account.
Where is my data stored?
Your files and account data are stored on EU-based infrastructure. We treat your reads and vehicle data as confidential and only use them to produce and deliver your files. See the privacy policy for details.
Have a file to send?
Create a free account, upload your original read, and message the tuner directly on the order.