FAQ

Last updated: May 2026

Welcome to the Xplywi FAQ page. Here you can find answers to common questions about product compatibility, product configurations, installation, rear cameras, Viidure app connection, parking monitoring, payment, shipping, returns, warranty, and customer support.

Xplywi currently sells and ships products to the United Kingdom only.

1. Product Compatibility

How do I know if a product is compatible with my vehicle?

Please check the product title, product description, compatibility table, product images, model year information, selected configuration, included components, and installation notes carefully before placing an order.

Xplywi products are vehicle-specific dash cams and related accessories. Compatibility may depend on vehicle brand, model, year, trim, right-hand drive layout, rearview mirror housing, windscreen sensor cover, wiring structure, and the selected product configuration.

Because Xplywi currently serves the UK market, customers should pay special attention to right-hand drive vehicle structures, mirror housing shape, windscreen sensor cover layout, and factory equipment differences.

If you are not sure whether a product fits your vehicle, please contact us before purchasing.

What information should I provide for a compatibility check?

To help us check compatibility more accurately, please provide:

• Your vehicle brand
• Your vehicle model
• Your vehicle year
• Your vehicle trim or version, if known
• Whether your vehicle is right-hand drive
• A clear photo of the front of your original rearview mirror area
• A clear photo of both sides of the rearview mirror housing
• A clear photo of the windscreen area around the rearview mirror and sensor cover
• The product link or product name you want to purchase

Please send the information to support@xplywi.co.uk or contact us by WhatsApp.

Can I buy the product if my vehicle year is close to the listed year range?

Please do not assume compatibility based only on a similar year range. Vehicle structures may change between model years, trim levels, production dates, mirror housing versions, or factory equipment.

If your vehicle model year is not clearly listed on the product page, please contact us before placing an order.

What if my vehicle is listed but my mirror housing looks different?

Please contact us before purchasing. Even if the model and year appear to match, the original rearview mirror housing or windscreen sensor cover may be different because of trim level, production date, imported vehicle version, previous repair, or aftermarket modification.

Clear photos of the original mirror area help us check whether the product is suitable.

Are Xplywi products original vehicle manufacturer parts?

No. Xplywi products are aftermarket vehicle accessories unless clearly stated otherwise.

Vehicle brand names, model names, chassis codes, trademarks, and logos mentioned on our website are used only to identify product compatibility. They do not imply endorsement, sponsorship, authorisation, or affiliation with the vehicle manufacturers.

2. Product Configuration

What is the difference between front camera only and front and rear camera versions?

A front camera only version records the front view of the vehicle.

A front and rear camera version includes a front camera and a rear camera. The rear camera is generally used to record the rear view or interior view depending on product design, installation position, and camera angle.

Please check the selected product option carefully before placing your order.

What is the difference between 1080P, 2K, and 4K versions?

These terms refer to different video resolution levels. In general, a higher resolution may provide more image detail, but actual image quality may also depend on lighting, lens design, sensor quality, app settings, memory card performance, windscreen condition, and driving environment.

Please check the product page for the specific resolution, recording setup, included accessories, and features of each product option.

Does every product include a memory card?

No. Memory card inclusion depends on the selected product option, SKU, and product page description.

Please check the product title, variant name, product images, and included components before ordering. If a memory card is included with your product, the bundled memory card is covered by a 12-month limited warranty from delivery for confirmed defects.

Does every product include an OBD power cable or hardwire cable?

No. Power cable inclusion depends on the selected product option and product page description.

Please do not assume that an OBD power cable, hardwire kit, or parking monitoring cable is included unless it is clearly stated in the selected product option or product description.

What should I check before choosing a SKU?

Please check whether the selected SKU is front-only or front and rear, whether it includes a memory card, whether it supports the features you need, and whether any optional accessory is required for parking monitoring.

If you are unsure which configuration to choose, contact us before placing your order.

3. Installation

Can I install the dash cam by myself?

Some products may be simple to install, while others may require cable routing, trim removal, wiring, rear camera cable routing, OBD connection, hardwire connection, or advanced setup.

If you are familiar with vehicle accessories and basic installation, you may be able to install some products yourself by following the instructions. If you are not familiar with vehicle electronics, wiring, or interior trim removal, we recommend asking a professional installer for help.

What should I check before installation?

Before installation, please check:

• The product matches your vehicle model and year
• The product is suitable for your UK right-hand drive vehicle, where applicable
• The product shape matches your original rearview mirror area
• The windscreen sensor cover shape is similar to the product images
• The selected product configuration or SKU is correct
• All expected accessories are present
• The power cable type is correct
• The memory card is included if your option includes one
• The product has no visible damage
• You understand the installation position and cable routing

If you find missing parts, visible damage, incorrect configuration, or compatibility concerns, please contact us before installation.

What if the product does not fit during installation?

Please stop installation immediately and contact us. Do not force the product into place.

Forced installation may damage the product, vehicle trim, mirror housing, sensor cover, wiring, or other vehicle parts. Please send us your order number, vehicle model and year, and clear photos of the installation area.

Is professional installation recommended?

Yes. Professional installation is recommended if the product requires wiring, interior trim removal, rear camera cable routing, hardwire connection, OBD connection, or advanced setup.

Installation fees charged by third-party installers are the customer’s responsibility unless otherwise agreed in writing.

Will installation affect my return or warranty?

For customer-reason returns or exchanges, the product must be unused, uninstalled, unmodified, complete, and in a returnable condition.

Installed, used, modified, damaged, incorrectly installed, cable-modified, or incomplete products are not eligible for customer-reason returns.

Damage caused by incorrect installation, cable cutting, forced installation, unauthorised modification, or incompatible accessories is not covered by warranty.

4. Rear Camera

Where should the rear camera be installed?

The rear camera installation position depends on the product design and vehicle structure.

Unless clearly stated on the product page, the rear camera is generally designed for interior installation, usually inside the vehicle near the rear windscreen area.

Is the rear camera waterproof?

Unless clearly stated on the product page, the rear camera should not be considered waterproof.

If the rear camera is not described as waterproof, it should not be installed outside the vehicle or near the number plate area. Damage caused by exterior installation, water exposure, rain, washing, or number plate area installation is not covered by warranty unless the product page clearly states that the rear camera is suitable for that use.

Can the rear camera record the interior of the vehicle?

Some rear cameras may support flexible angle adjustment. Depending on the product design and installation position, the camera may be adjusted to record the rear view or interior view.

Please check the product description carefully. If you are not sure, contact us before installation.

5. App, WiFi, and Recording

Does the dash cam support app control?

Some Xplywi dash cam products support local WiFi connection and app control through the Viidure app, depending on the product model and selected configuration.

Please check the product page to confirm whether the product supports WiFi and Viidure app control.

What does app control mean?

App control means that your phone connects directly to the dash cam’s WiFi for local operation, such as viewing videos, downloading recordings, changing settings, or checking files.

It does not support remote viewing from home or from another location unless clearly stated on the product page.

Which app should I use?

Supported app-control Xplywi dash cam products use the Viidure app.

Please follow the app information provided on the product page, product manual, or support instructions.

Why can’t my phone connect to the dash cam WiFi?

Possible reasons include:

• The dash cam is not powered on
• The dash cam WiFi is not enabled
• Your phone is connected to the wrong WiFi network
• Your phone is connected to another in-car WiFi network
• CarPlay-related WiFi may conflict with the dash cam WiFi connection
• App permissions are not enabled
• Your phone system or app version is not compatible
• The product model does not support app control

A phone usually connects to one WiFi network at a time. You may need to disconnect from another in-car WiFi network before connecting to the dash cam WiFi.

If you need help, please contact us with your order number, product model, phone model, and screenshots or videos showing the issue.

Why is the dash cam not recording?

Recording issues may be caused by:

• No memory card inserted
• Incompatible memory card
• Memory card not formatted
• Damaged memory card
• Unstable power connection
• Incorrect settings
• Storage full or too many locked files

Please use a compatible high-quality memory card suitable for dash cam recording and format it before first use if required.

6. Parking Monitoring

Does the dash cam support parking monitoring?

Some dash cam models may support parking monitoring depending on product version, settings, and power connection method.

Please check the product page carefully to confirm whether the selected product supports parking monitoring.

Do I need an extra cable for parking monitoring?

Some parking monitoring functions may require an additional compatible power cable, hardwire kit, OBD power cable, or other optional power accessory.

Parking monitoring may require an additional compatible power cable and may not be included with every product configuration. An OBD power cable, hardwire kit, or parking monitoring cable is not included as a standard component unless clearly stated on the product page or selected product option.

Why does parking monitoring not work after installation?

Possible reasons include:

• The product does not support parking monitoring
• The required OBD or hardwire power cable is not included or not installed
• The dash cam does not receive power after the vehicle is switched off
• The product uses a standard plug-in cable or rain sensor power cable that may turn off after the vehicle is switched off
• The power cable is connected incorrectly
• The function is not enabled in settings
• The vehicle power system is not suitable for the selected installation method

If you are not sure how to install parking monitoring, we recommend professional installation.

7. Orders and Payment

What payment methods do you accept?

Available payment methods are shown at checkout. Xplywi currently serves UK customers, and checkout is normally processed in GBP / British Pound Sterling.

Accepted payment methods may include:

• PayPal
• Visa
• Mastercard
• American Express, where available
• JCB, where available
• UnionPay, where available
• Discover, where available
• Other secure payment methods shown at checkout, where available

Which payment methods are not supported?

We do not currently support cash on delivery, offline cash payments, manual bank transfer, Klarna, Afterpay, buy-now-pay-later services, instalment payment plans, Boleto, Pix, or Maybank transfer unless they are clearly shown as available at checkout.

Is my payment information secure?

Payments are processed through secure third-party payment providers and Shopify-supported payment systems.

Xplywi does not directly store your full credit card number, full debit card number, full payment account details, payment passwords, or sensitive banking credentials.

Why was my payment declined?

A payment may be declined because of incorrect payment details, insufficient funds, expired card, bank restrictions, payment provider verification failure, international or cross-border transaction restrictions, security checks, or network issues.

Please try another payment method or contact your bank, card issuer, PayPal, or payment provider for help.

Can I cancel my order?

Orders can usually be cancelled before they are shipped. Once an order has been shipped, it cannot be cancelled, but you may request a return after delivery according to our Return & Refund Policy.

If you need to cancel an order, please contact us as soon as possible with your order number.

8. Shipping and Delivery

Where do you ship?

Xplywi currently ships to the United Kingdom only.

Orders with delivery addresses outside the United Kingdom may not be accepted at checkout. If an order outside our supported service area is placed due to a technical error, we may cancel the order and issue a refund to the original payment method where available.

How much is shipping?

We offer free standard shipping for eligible orders delivered within the United Kingdom.

How long does delivery take?

Order processing time is usually 2 business days after payment is successfully confirmed.

Estimated delivery time for UK orders is usually 5–8 business days after dispatch.

Together with our standard processing time, the total estimated time from order confirmation to delivery is usually around 7–10 business days.

Delivery times are estimates and may be affected by customs clearance, carrier delays, holidays, weather, incorrect address information, remote areas, Scottish Highlands, Northern Ireland, islands, or other factors beyond our control.

Will I receive a tracking number?

Yes. A tracking number is provided for every order after shipment. Tracking information usually updates within 48 hours after shipment.

Who pays VAT, import duties, or customs taxes?

For standard shipments to the United Kingdom, VAT, import duties, and customs taxes are covered by us where applicable.

Customers normally do not need to pay additional VAT, import duties, or customs taxes upon delivery for orders shipped through our standard shipping channels.

Additional charges may apply if the customer provides incorrect delivery information, refuses delivery, requests special shipping arrangements, changes the delivery destination after shipment, or fails to cooperate with delivery or customs requirements.

What if my package is delayed or lost?

If your package is significantly delayed or appears to be lost, please contact us with your order number. We will check the shipment status with the carrier and provide a suitable update or solution according to our Shipping & Delivery Policy.

9. Returns and Refunds

What is your return window?

We accept return requests within 30 days after the order has been delivered, subject to our Return & Refund Policy.

UK customers may also have cancellation rights for online purchases as explained in our Return & Refund Policy.

Please contact us before sending any item back. Returns sent without prior approval may be delayed, refused, lost, or not properly processed.

How do I request a return?

Please contact us and provide:

• Your order number
• Your full name
• The email address used for the order
• The reason for the return
• Photos or videos showing the product condition or issue, if applicable
• Your vehicle model and year, if the return is related to compatibility

Please do not send returns to our business address unless our support team has confirmed the return instructions for your order.

Can I return a product if I ordered the wrong model?

If the wrong product was ordered because of customer selection error, incorrect vehicle information, or failure to check compatibility, the customer may be responsible for return shipping costs, exchange costs, reshipping costs, or any price difference.

For customer-reason returns or exchanges, the product must be unused, uninstalled, unmodified, complete, and in a returnable condition.

Installed, used, modified, damaged, incorrectly installed, cable-modified, or incomplete products are not eligible for customer-reason returns.

Who pays return shipping?

Return shipping cost depends on the reason for the return.

If the return is due to customer reasons, such as ordering the wrong item, selecting the wrong vehicle model, selecting the wrong configuration, or changing your mind, the customer is responsible for return shipping costs.

If the issue is caused by our error, such as wrong item received, confirmed product defect, missing important components, product damaged during delivery, or confirmed compatibility error caused by our written advice, we will provide a reasonable solution according to the situation.

How long does a refund take?

After a refund is approved, we process it within 2 business days.

Your bank, card issuer, PayPal, or payment provider may take additional time to post the refund to your account. In most cases, it may take 5–10 business days for the refund to appear, depending on your payment provider.

10. Warranty and Support

Do your products include a warranty?

Unless otherwise clearly stated on the product page, the dash cam main unit and rear camera include a 24-month limited warranty from delivery.

Cables and accessories are covered for manufacturing defects only. Bundled memory cards, if included, are covered by a 12-month limited warranty from delivery for confirmed defects.

What is not covered by warranty?

The warranty does not cover:

• Improper installation
• Incorrect wiring or wrong power connection
• Forced installation
• Cable cutting, splicing, alteration, or modification
• Unauthorised modification, disassembly, or repair
• Accident, impact, dropping, water exposure, fire, or external damage
• Use of incompatible accessories, power cables, memory cards, or third-party parts
• Damage caused by exterior rear camera installation when the product is not designed for exterior use
• Wrong product selection or unsupported vehicle installation
• Normal wear and tear
• Cosmetic damage that does not affect function
• Products without valid proof of purchase

How do I request warranty support?

Please contact us and provide:

• Your order number
• Your product model, SKU, or product link
• Your vehicle brand, model, and year
• A clear description of the issue
• Photos or videos showing the problem
• Photos of the installation area, if relevant
• Photos of cables, accessories, memory card, or package if needed

We may ask you to perform basic troubleshooting before confirming a warranty solution.

11. Product Care and Maintenance

How should I maintain my dash cam?

To help maintain stable performance, we recommend that you:

• Use a compatible high-quality memory card suitable for dash cam recording
• Format the memory card regularly if required
• Keep the lens clean
• Check the camera angle after installation
• Make sure the power cable is connected securely
• Avoid exposing non-waterproof parts to water
• Do not disassemble, modify, or repair the product yourself

Can I modify or repair the product myself?

No. Unauthorised modification, disassembly, cable alteration, or repair may damage the product and may void the warranty.

If your product has a problem, please contact us first for support.

12. Privacy and Customer Photos

Why do you ask for vehicle photos?

We may ask for photos of your rearview mirror area, windscreen sensor cover, installation position, product, package, or accessories to help check compatibility, solve installation questions, process returns, or review warranty issues.

Will you use my vehicle photos for marketing?

We do not use customer-submitted vehicle photos, installation photos, videos, or private support files for advertising, product pages, public marketing materials, or social media without your consent.

Please avoid sending unnecessary personal documents or unrelated private images. If your number plate or personal information appears in a photo, you may cover or blur it before sending the photo to us.

13. Contact and Customer Service

How can I contact Xplywi?

You can contact us by email, phone, or WhatsApp:

Email: support@xplywi.co.uk
Phone / WhatsApp: +86 133 6005 6056
WhatsApp: https://wa.me/8613360056056

What should I include when contacting support?

To help us provide faster support, please include:

• Your order number
• Your full name
• Your product model, SKU, or product link
• Your vehicle brand, model, and year
• Your vehicle trim or version, if known
• A clear description of your question or issue
• Photos or videos, if applicable

When will I receive a response?

Customer support is provided in English. We usually respond within 1–2 business days.

Response times may be longer during weekends, public holidays, high-volume periods, or when a case requires additional technical review. Providing complete information in your first message will help us assist you more efficiently.

14. Related Policy Pages

Please also review the following pages for more information about our service terms:

• Contact Us
• About Us
• Shipping & Delivery Policy
• Return & Refund Policy
• Payment Methods
• Warranty & Support Policy
• Product Compatibility Policy
• Installation Guide
• Privacy Policy
• Terms of Service
• Legal Notice