How to Recover Your XTOOL Account

If you've lost access to your XTOOL account due to a new phone, a forgotten password, or a clean app reinstall, don't worry. Most account issues can be resolved quickly by following these official troubleshooting steps.

1. Forgotten Password or Username（Device）

If you cannot log in, the most reliable way to regain access is through our technical support team.

• Locate your S/N: Find the Serial Number (starting with letters) on the back of your device or the original packaging. This is your unique "ID."
• Contact Support: Email support@xtoolonline.com with your S/N and Order ID.
• The Fix: Our engineers will verify your purchase and help you reset your password or identify the original email address used for registration.

Note: If you are using XTOOLONLINE (the official website), you can reset your password independently. Simply follow the prompts on the login page to modify it.

2. Getting "Error #8" on a New Phone

Moving to a new phone and seeing "Error #8"? This is a common hurdle for many users.

• Check for Spaces: According to our technical logs, this error is almost always caused by an extra space added during input. Ensure there are no spaces before or after your S/N, activation code, or password.
• Unpair from Old Devices: XTOOL Bluetooth devices often stay "tethered" to the last known device. Go to the Bluetooth settings on your old phone/tablet and select "Forget this Device" before trying to connect to your new one.

3. "The Device Information is Incorrect."

If you see this message when trying to activate:

• The Cause: Your device S/N is already linked to another email account.
• The Fix: You cannot "unbind" a device yourself for security reasons. You must contact support to request an Account Reset/Delete. Once processed, you will be able to register the device under your new email.

4. Missing Activation Code (A30/A30M Series)

Opened your box and found no activation card?

• Don't Panic: Sometimes these cards are missed during packaging.
• The Fix: You don't need to return the unit. Email your S/N to the support team, and they will retrieve the code from the database for you.
• Note: Newer models, such as the D7, D8, and D9 series, no longer require activation codes—they activate automatically via Wi-Fi.

How to Avoid Losing Your Account Again

• Use a Primary Email: Always register with an email address you can access long-term, as this is your primary ID for the system.
• Digital Backup: Take a photo of the S/N sticker on the back of your device and the activation code card as soon as you unbox them. Save these to your cloud photo library.
• Regular Check-ins: Some devices (like the IP500) require a login every 30 days to sync with the server and maintain software functionality.

Pro-Tips

• Wi-Fi Security: If your home router uses WPA3 security, your scanner might struggle to connect. Switch your router setting to WPA2 for a stable connection.
• Offline Use: You can use the diagnostic functions offline once the software is downloaded. However, for certain "Online Coding" functions (like for PSA vehicles), a stable internet connection is required.

Need further help? If these steps do not resolve your issue, please include a full screenshot of the error message when contacting support. This will help technicians pinpoint the problem much faster.