Customer operations

Contact sfdcode

We operate an email-first service desk for orders, billing, unlock delivery and technical questions. Structured messages receive faster turnaround.

Official channels

General support

Primary

Orders, invoices and EU VAT receipts, refunds, SFD/SFD2 delivery, and supported diagnostic workflows.

Target response time

About one hour during EU business hours (weekdays) — often sooner for SFD delivery issues.

No telephone queue

We do not run a public hotline. A written thread gives both sides a clear record and speeds hand-offs to engineering.

Correspondence may be retained under our privacy policy for billing disputes and service quality.

Include the following so we can act without unnecessary back-and-forth:

A precise subject (e.g. “Refund request”, “SFD2 not received”, “Payment confirmation”).
Order or payment reference when one exists.
Vehicle model year, module address (e.g. 17 — cluster) and whether your tool reports SFD or SFD2.
The relevant offline challenge fragment or error text — redact unrelated personal data.

Never send full card numbers, identity document scans, or third-party portal passwords.

Dedicated mailbox for security disclosures, phishing and policy violations.

Operational unlock or payment questions must go to general support first.