Something not working?

My QR will not scan

Try this first

1. Use the normal camera app, not a QR app, and hold the phone still about a hand's width from the sticker. No app is needed.
2. Wipe the sticker. Water, wax and dust on the window stop the camera reading it.
3. Try in the shade. Glare off glass is the most common reason.
4. Type your tag address into the browser: it looks like https://buildtags.app/s/AB7K92XQ, with the short code printed under your QR at the end. If that opens your build, the code is fine and the problem is the print or the placement.

Still stuck? Send us

A close-up photo of the sticker in daylight, plus the make of phone you tried.

A misprinted or peeling tag is a defect, and we fix defects: see the Refund & Replacement Policy. Please do not throw the sticker away until we have seen the photo.

I got the wrong QR or the wrong design

Try this first

1. Scan it. If it opens somebody else's build, or a build that is not yours, do not stick it on the car.
2. Check the order page for the design, size and color you chose. Screens and prints never match exactly, and small color differences are normal.

Still stuck? Send us

A photo of what arrived next to your order confirmation, and what you expected instead.

Every sticker is scan-tested before it prints, so a wrong QR is rare. When it happens we reprint it. Nobody can edit a QR by hand, so the fix is always a new sticker.

I lost my decal, or it never arrived

Try this first

1. Check the tracking link in your shipping email first. Carriers sometimes mark a package delivered a day early.
2. If you still have the build, nothing is lost: your build page and your code stay exactly where they are. A replacement sticker carries the same code.
3. From a shipped personal order you can order a replacement yourself from the order page.

Still stuck? Send us

Your order number and, if the package never arrived, the date tracking said it was delivered.

A package the carrier confirms as lost is replaced or refunded, unless the address you entered was wrong: see the Shipping & Delivery Policy.

My decal arrived damaged or is peeling

Try this first

1. Tell us within 30 days of delivery.
2. Keep the damaged sticker and its packaging until we have looked at the photo.
3. If it is already on the car, leave it there: a replacement uses the same code, so there is nothing to re-do on your build.

Still stuck? Send us

A photo of the damage and of the packaging if it was damaged in the post.

What counts as a defect, and what we do about it, is in the Refund & Replacement Policy.

My gift activation card will not work

Try this first

1. Scan the card's private QR, or go to buildtags.app/claim and type the code exactly as printed, without spaces. Capital letters do not matter.
2. Sign in or create a free account when asked. The tag goes on a build in your account, so the account has to exist first.
3. If it says the card has expired or was replaced, ask the person who gave it to you: they can get a fresh card from their order page. The old one is dead for good.
4. If it says the tag is already claimed, somebody used the card first. Tell us and tell the person who bought it.

Still stuck? Send us

What the screen says, word for word, and the order number from whoever bought the gift. Never email the private code or link itself: we will not ask for it.

Our shop cannot confirm a batch (business orders)

Try this first

1. Your BuildTags are already in your Tag inventory from the moment the order was paid. Confirming the batch only records that the box arrived, so nothing is blocked while you sort it out.
2. Scan the receiving QR on the batch sheet in the box while signed in to your business, or type its code on the Receive page in your dashboard.
3. "Your role cannot confirm receipts" means an owner, admin or manager has to do it. "This batch belongs to another business" means you are signed in to the wrong business.
4. "This batch code is not valid" means the sheet was replaced or the code was mistyped. Ask us for a new sheet.

Still stuck? Send us

The batch number (BT-BATCH-n), your business name and the message you saw.

I was charged twice, or I ordered twice

Try this first

1. Check your order emails: two emails with the same order number is one order. Two different order numbers is two orders.
2. An unpaid duplicate costs nothing and can be cancelled from its order page.
3. A paid duplicate that has not gone into production can be cancelled and refunded in full. Email us straight away with both order numbers.

Still stuck? Send us

Both order numbers and the last four digits of the card, nothing more. Never send the full card number.

I want a refund

Try this first

1. Read the Refund & Replacement Policy first. BuildTags are made to order, so a correctly produced personalized sticker is not returnable for a change of mind, but defects, damage, lost packages and our mistakes are fixed.
2. A paid order that has not gone into production can still be cancelled: email us with the order number as soon as you can.
3. Pro subscriptions are cancelled from your profile page under Manage billing. Cancelling stops the next charge.

Still stuck? Send us

Your order number and what went wrong. If a sticker is faulty, a photo.

The Refund & Replacement Policy is the rulebook. We cannot promise an outcome by email before we have looked at the order.

I sold the car (or bought one with a BuildTag on it)

Try this first

1. Selling: open the build in your garage, go to Settings and create a transfer link. Send it to the buyer by a channel you trust. The sticker stays on the car and keeps working.
2. Buying: open the seller's transfer link while signed in and accept it. The build is now yours; the seller's socials and contact details come off it, and any shop credit stays.
3. Transfer links expire. If one has expired, the seller cancels it from Settings and makes a new one.
4. A gift or shop activation card does not transfer a build. If the previous owner never claimed the tag, ask them for the card; if they did, ask them for a transfer link.

Still stuck? Send us

Which build it is (the public link or the tag code) and whether you are the seller or the buyer. We do not move a build between accounts ourselves: only a transfer link started by the owner does that.