Support Policy

Scope

We provide product support for Nanocom, including Nanocom LITE, Faultmate FCR, EAS Kicker, CAN-BLOCK, MSV-2 and BasicBits.

Support focuses on installation, setup, product operation, firmware/software updates, and basic troubleshooting for the product purchased from us.

Our support does not include vehicle diagnosis as a repair service, vehicle mechanical repairs, repair labour, third-party software, third-party hardware, or issues caused by modifications, misuse, incorrect installation, or unsupported vehicle configurations.

This Support Policy does not affect your statutory rights, including any rights you may have if a product is faulty, invalid, not as described, not supplied, or does not conform to the contract.

Where to get help

Nanocom and Nanocom LITE

Please use the Nanocom forum and the product Help pages first. These resources contain product documentation, setup guidance, updates, and common troubleshooting steps.

If the hardware or software will not operate after following the relevant guidance, contact support with full details so we can assist.

Faultmate MSV-2 family

Technical support for the Faultmate MSV-2 family is provided through the Blackbox Technical Support Forum. Email and telephone support are not used for technical cases, except for forum access issues, document access, or administrative support.

Faultmate FCR

Please check the Support and Downloads pages first for available guidance, updates, and documents.

If you believe the unit is faulty, email us with your FCR number and a description of the issue so we can begin an RMA/warranty evaluation under our Returns & Warranty Policy.

EAS Kicker and BasicBits

If a unit will not operate, please test it on another compatible vehicle where reasonably possible. If the issue continues, email support with full details so we can begin a warranty evaluation.

Information to include when contacting support

To help us deal with your request, please include:

• your order number, if available;
• the product name and serial number, where applicable;
• your vehicle make, model, year, and relevant system details;
• a clear description of the issue;
• screenshots, photos, error messages, or logs, where relevant;
• details of any troubleshooting steps already attempted.

Important notes

Changes you make to a vehicle, including configuration changes, coding, programming, or diagnostic actions, should be carried out carefully and at your own risk. Always make appropriate backups before making changes and follow the relevant product guidance.

We are not responsible for vehicle faults, mechanical issues, third-party software problems, or damage caused by incorrect use, unsupported modifications, or failure to follow instructions, except where liability cannot be excluded by law.

Updates, downloads, and support materials are published on the Support page when available.

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