Get help

If the car will not connect or a reading looks wrong, start with Troubleshooting. If the problem remains, you can save a support bundle for someone to inspect. Review the file yourself before sharing it.

Before you report an issue#

1. Check the Troubleshooting checklist first, especially if the car does not appear when you plug in.
2. Check Supported vehicles to see whether your vehicle platform is Supported, Partial, Testing, or Research. On Testing and Research vehicles, new module responses and battery layouts are actively being mapped.

Exporting a privacy-scrubbed Support Bundle#

Instead of taking phone photos of your screen or copying logs by hand, you can export a Support Bundle directly from the app:

1. Open Settings -> Support & Diagnostics (or open the Activity Log screen).
2. Click Export support bundle.
3. Choose where to save the .zip file on your computer.

What is inside the support bundle#

• Application version and operating system details so it is clear which release you are running.
• Recent connection and protocol activity logs showing which network interfaces were tried, which modules answered, and any error or refusal codes returned by the car.
• Session metadata and decoder status for the current session.

What is automatically removed for your privacy#

Before Hanterill writes the support bundle to disk, it automatically scrubs personal and identifying information:

• Your 17-character VIN is replaced with a masked placeholder (REDACTED-VIN).
• Module hardware serial numbers and Bluetooth / Wi-Fi / Ethernet MAC addresses are scrubbed.
• Exact GPS coordinates (if you queried the satellite screen during the session) are removed.
• Your computer's local username and home folder paths are stripped from file paths.

Because the bundle is a normal .zip archive saved to your computer, you can open it and inspect its contents before sharing it. Hanterill never uploads support bundles automatically.

Where to open a report#

When you report a problem, include:

• Your vehicle model, model year, and powertrain (for example, 2023 Polestar 2 Long Range Dual Motor or 2024 Volvo EX30 Single Motor Extended Range).
• What you were trying to do and what appeared on screen.
• Your exported support bundle (or a saved session export with Mask VIN enabled).