FAQs

Congratulations on purchasing a Remote Access system for your vehicle. We highly recommend that you familiarize yourself with your system and its operation by reading the Quick Start Guide included with your system and the on-line User’s Guide/Web Guide.

SUNSET FAQs

-------------------


Why will my subscription/service no longer function after December 31, 2020?

AT&T Cellular network connectivity is required to operate your Remote Access System, and unfortunately, AT&T is decommissioning their 3G network upon which the system relies.


Why is AT&T sunsetting their 3G network?

AT&T has posted the following statement: Mobile Internet usage has exploded over the last decade. From 2007-2017, data traffic on AT&T's wireless network has increased more than 360,000 percent. Reallocating capacity to our more advanced wireless networks will help more of our customers have a better experience.


When will the 3G Network decommissioning begin?

AT&T has already started the decommissioning process.


What if my subscription was supposed to extend beyond 2020?

If your current annual subscription period would have extended into 2021, please be aware it will cease to function on December 31, 2020. For customers who previously renewed on or after January 1, 2020, you will be entitled to request a prorated refund for the unused balance of your subscription cost. If you are currently enrolled in an automatic renewal program, or actively choose to renew during the balance of this year, we have discounted the renewal rate for the remaining calendar year.


Will my Remote Access System still work after my subscription ends?

No. AT&T 3G network connectivity is required to operate your Remote Access System, and unfortunately, without this network capability, the system cannot function.


Can I have my Remote Access System activated thru a different service provider (i.e. Verizon, Sprint, etc)?

No. The modem was designed to exclusively function on AT&T's 3G network and is not upgradable.


Can any portion of the Remote Access System that does not require AT&T's network be utilized or modified to operate differently?

Yes. Please contact your Ford or Lincoln Dealer for possible alternatives.


SYSTEM FAQs

-------------------


Does this affect my FordPass system in any way?

No. The Remote Access System is a dealer installed accessory and is not related to FordPass in any way.


I purchased a Remote Access system and it worked for several days and has since stopped working. It gives me a pop up message saying that I need a subscription to continue the use of this application.

Upon activation of your system you are given a free three day complimentary period. To purchase your one year subscription please visit www.fordremoteaccess.com or www.lincolnremoteaccess.com and click on the "Subscriptions" link to set-up your new subscription or manage your existing account billing info.


I purchased a Remote Access system and was informed I need to subscribe for the service before my 3 day complimentary period expires to have uninterrupted service, where do I do this?

To purchase your subscription please visit www.fordremoteaccess.com or www.lincolnremoteaccess.com and click on the "Subscriptions" link to set-up your new subscription or manage your existing account billing info.


What will my subscription cost be?

See the Subscription page for the current discounted rate.


Why are there separate sections for Billing Information and Subscription, shouldn't these be together?

The Billing Information is maintained at the account level and applies to any subscriptions on the account. The Subscription information is maintained at the vehicle level. This allows you to have more than one vehicle on your account with differing renewal periods for each.


Does the service plan give me unlimited use?

Yes, the service plan gives you unlimited day-to-day usage of the Remote Access system. There are certain restrictions that apply per the End User License Agreement related to misuse, abuse or fraudulent activity.


How do I activate my Remote Access system?

Your Remote Access system is activated and ready to go after your dealer installs the hardware and fully tests the system using the online dealer tools.
Your dealer may provide you with three things necessary to add your car to your Remote Access account:

  • Link to download the software (app) to your mobile phone (link may be provided via paper copy, text, or email).
  • SIM card holder that has your SIM ID printed on it.
  • 4-digit PIN can be provided via text, email or written on your SIM card holder.
  • After you download the software your first step is to create an account using your e-mail address and a password. After creating your account you will add your vehicle to your account using the number from the SIM card holder (also known as SIM ID) and the 4-digit PIN. You are now ready to use Remote Access system.


Can I control my vehicle from more than one Smart Phone?

Yes. Simply download the Remote Access app and enter your established user name and password.


Can I use my Remote Access system with more than one vehicle?

Yes. The Remote Access app can operate multiple vehicles from one application and as long as the necessary hardware is installed into each of the vehicles; they are added to the same account and operating under an active subscription for each vehicle.


I registered multiple vehicles on my account but how do I access them from my phone?

From the Remote Access app, simply press your menu > Select Car > then select the vehicle you want to control. This can also be done by pressing on the active vehicle, which will then display a list of all vehicles in the account. Select the desired vehicle to control.


How do I change the name of my vehicle?

From the Main Menu of the app click on Settings > Car Settings > Edit Vehicle Name.


Can someone use any of the functions of the system while I am driving?

No, if the vehicle is running or the ignition of the vehicle is in the Run position then all commands from a mobile phone or the web portal are not allowed.


I attempted to use my system and kept receiving error message that command could not be received, why is that?

There are several potential causes why your vehicle would not accept your command. Some of these potential causes are:

  • Your vehicle was located in an area where cellular data service is either poor or does not exist
  • You may be using your mobile phone in an area with poor or non-existing cellular data service
  • Vehicle related issues are preventing the system from operation


I attempted to use my system after my vehicle was parked for more than 3 days and it responded that my vehicle was in Power Save Mode and I needed to schedule a wake-up time, what is the reason for this?

Your system is designed to protect your vehicle from draining its battery when the vehicle is parked for an extended period of time. In order to preserve your vehicle’s battery the Remote Access system will go into a "sleep" mode. Your Remote Access system can be "woken" from this mode in two ways. One is to turn the ignition on in the vehicle using your factory key or you can schedule a "wake-up" time through your Remote Access mobile phone app or web portal. Please note that it may take up to twelve hours for the "wake-up" process to complete. Please see the on-line User's Guide for more information on Power Save Mode.


I am selling my vehicle or purchasing a vehicle that has the Remote Access system installed. How does the original owner transfer vehicle access to the buyer?

Please visit www.fordremoteaccess.com or www.lincolnremoteaccess.com and follow the web links to "transfer a vehicle" which will guide the original owner through the process to successfully pass system access rights to the new vehicle owner.


How do I prevent system access by someone I had previously provided access information to?

You can prevent system access to your vehicle by changing your account password. Any other users who were previously logged into your account will be prompted for your new password on their next attempt to access your vehicle.


What is the purpose to have a Power Save Mode setting on my system?

Your system is designed to protect your vehicle from draining its battery when the vehicle is parked for an extended period of time. In order to preserve your vehicle’s battery the Remote Access system will go into a "sleep" mode. Your Remote Access system can be "woken" from this mode in two ways. One is to turn the ignition on in the vehicle using your factory key or you can schedule a "wake-up" time through your Remote Access mobile phone app or web portal. Please note that it may take up to twelve hours for the "wake-up" process to complete. This Power Save Mode will ensure continued access to your Remote Access system functionality even after your vehicle was parked and not driven for an extended period of time. Please see the on-line User's Guide for more information on Power Save Mode.


I remote started my vehicle with my factory key but my Remote Access app does not display the remote start run time countdown timer, why is this?

Your Remote Access mobile phone app will only display the remote start run time countdown timer if the vehicle is remotely started using the mobile phone application. The same applies if the remote start run time is extended using your factory key.


Can I cancel my yearly subscription early and receive a refund?

No, yearly subscription fees are non-refundable, with the exception of annual subscriptions that will be cut short on December 31, 2020 due to the pending discontinuation of the AT&T 3G network.


How do I change the run time setting for my vehicle’s remote start?

The remote start run time setting is controlled by your vehicle and instructions on how to access and change the desired run time setting can be found in your vehicle’s owner guide.


After I remote start my vehicle twice it will not let me perform a third remote start immediately, is this normal?

Yes, this is normal operation and this functionality is controlled by your vehicle. Typically you are only permitted to remote start your vehicle twice every hour or until the vehicle ignition is activated using a factory key. See your vehicle’s user guide for details on remote start operation specific to your vehicle make/model.


I have notice that on my Android phone that when mute is selected the Remote Access application still makes sounds.

Muting your Android device may not always mute your Remote Access application. To Mute sound please refer to the Remote Access user's guide section Enabling Sound. You may also reference your Android Device user’s guide.


How do I know if my smart phone is compatible with the Remote Access application?

The Remote Access application is designed to work with most current Apple iOS and Android operating systems.


What web browsers are supported for accessing my vehicle from the internet?

  • Internet Explorer
  • Firefox
  • Google Chrome
  • Safari


California Residents

Exercise your rights under the California Consumer Privacy Act here
Do Not Sell My Personal Information