🧭 Getting Support from Onefinity While Using a PwnCNC Spindle

We love working with the amazing community of Onefinity CNC users—and it’s no secret that many of you choose PwnCNC spindle systems to unlock the full potential of your machine. We’re proud of how seamlessly our products integrate, and we’re always here to support you. However, it’s important to understand how to approach Onefinity’s support team when issues arise—especially when unrelated to your spindle.

🎯 The Core Challenge

Onefinity Support has a policy of limiting their assistance when any third-party accessories (like a PwnCNC spindle) are installed. Even if the issue is clearly unrelated—say a problem with your X motor or controller—they may decline support or ask you to revert your machine to its stock configuration before proceeding.

While we disagree with this approach in principle—especially when it's clear the problem lies outside the spindle system—we also respect Onefinity's right to enforce their support policies as they see fit.

That said, you still deserve support for your machine. This guide is here to help you get the help you need—without unnecessary delays.

✅ Best Practices for Getting Help from Onefinity

1. Keep the Focus Narrow

When contacting Onefinity support:

• Focus your question strictly on the issue at hand (e.g., axis not homing, controller alarms).

• Avoid referencing third-party products unless absolutely necessary.

💬 Example: “I’m receiving an X motor alarm and cannot jog the machine. Homing does not resolve the issue. Can you help me troubleshoot the X stepper motor?”

2. Minimize Aftermarket Mentions

If your issue isn’t related to your spindle or wiring:

• Avoid referencing the spindle in your support ticket.

• Don’t include videos or images that prominently feature the aftermarket spindle unless the issue is clearly spindle-related.

If asked to remove third-party hardware, you can respectfully respond:

“I understand. I believe the issue is isolated to [the controller / motor / axis] and unrelated to the spindle. Could we please begin troubleshooting the core machine components first?”

3. If They Push Back...

Sometimes, Onefinity support may ask you to:

• Disconnect your spindle

• Remove your VFD wiring

• Revert to their default router setup

If you’re confident the spindle is not involved, it’s okay to respectfully advocate for yourself:

“Understood. I’ll remove aftermarket components if needed, but since this is a [motion/control] issue unrelated to the spindle, I’d appreciate any support you can provide based on the behavior described.”

This often encourages their support team to move forward with assistance—even if reluctantly.

🙌 How PwnCNC Can Help

While we can’t override Onefinity’s support policies, we do everything possible to ensure compatibility and simplify support:

• We provide proper shielding, clean wiring, and EMI filters in all our spindle kits.

• Our support team is happy to help troubleshoot, even if the problem extends beyond our spindle.

• When needed, we can help you temporarily revert to default wiring or assist in documenting that the spindle is not the source of the issue—to help expedite your Onefinity ticket.

💡 A Final Note

We believe in helping you build a respectful relationship with Onefinity and do not want to antagonize their team. That said, you are their customer and you have the right to get help—especially for issues unrelated to third-party upgrades.

If you ever feel stuck between the two of us, don’t hesitate to reach out to our team. We’ll do what we can to support you—and help you keep your CNC running strong.

📩 Still have questions? Contact our support team — we’re here for you.