Symptoms
- App shows the car as offline or unreachable
- Remote lock, start, or status features don't work through the app
- Car itself functions normally when driven
- Problem may be intermittent or constant
Likely causes
- CommonWeak or no cellular signal at the car's locationThe car needs its own cellular connection to communicate with the app, which can be weak in garages or remote areas.
- CommonApp or account login issueAn expired session, password change, or app bug can prevent proper connection even if the car itself is fine.
- PossibleCar's connectivity subscription expiredSome manufacturers require an ongoing data plan or subscription for remote app features.
- Less commonCar's telematics module issueA hardware fault in the module that connects the car to cellular networks can cause persistent app connectivity problems.
What to do
- Check if the car is parked somewhere with poor cellular reception, like a deep underground garage.
- Log out and back into the app, and confirm your account credentials are current.
- Check whether your car's connectivity or remote services subscription is active and not expired.
- Restart your phone and the app, and ensure the app is updated to its latest version.
- Try the car's own touchscreen to confirm connectivity status if it displays one.
- If the app worked recently and stopped suddenly with good signal and an active subscription, that points to a possible module issue.
When to call a pro
If the app can't connect despite good signal, valid login, and an active subscription, have a dealer check the car's telematics module.
Safety
Generally low risk
Generally low risk for a careful person. Stop if anything looks different from what this guide describes.