Mazda North American Operations
Irvine, CA 92618-2922

Service Alert
Subject:

MAZDA CONNECTED SERVICES - FREQUENTLY ASKED
QUESTIONS (FAQ)

Service Alert No.: SA-007/20

Last Issued: 02/27/2020

BULLETIN NOTES
This service alert supersedes the previously issued service alert listed below. The changes are noted in
Red text.

Previous Service Alert

Date(s) Issued:

SA-007/20

02/18/20 and 01/10/20

SA-054/19

12/17/19 and 12/06/19

APPLICABLE MODEL(S)/VINS
2020 CX-30

DESCRIPTION
Frequently Asked Questions (FAQ)
Index
General Questions
Setup and Getting Started
Registration / Enrollment
WI-FI General Information
WI-FI How-To
WI-FI Trial Period
Interacting With The App
Service Issues
Troubleshooting
Reception Level Inspection
Dealer Processes
Educational Videos
Resources

Page 1 of 17
CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

© 2020 Mazda North American Operations, U.S.A.
02/27/2020 10:59 AM tlawrenc

Service Alert No.: SA-007/20

Last Issued: 02/27/2020

General Questions

FAQ

Answer

Like a personal assistant for your Mazda, access your vehicle's
health report, remotely start your CX-30's engine, lock and
unlock the doors and more through the MyMazda app on your
What is included in
mobile device. All complimentary for the first three (3) years of
Connected Services?
ownership. The vehicle can also be equippped with in-car Wi-Fi
capabilities and provide access to emergency services like
automatic 911 dialing and roadside assistance.

Connected Services utilizes a built-in cellular data connection between the vehicle
and the MyMazda smartphone app, offering remote access to a variety of great
features, including:
What benefits come
1. Monitoring your vehicle status from nearly anywhere
with Connected
2. Remotely starting your vehicle from much farther away than key-fob-activated
Services?
remote start systems
3. Using Vehicle Finder to more easily find your vehicle; especially helpful when
parked in a large, crowded parking lot.
On which vehicles is
Connected Services
available?

Connected Services is available on the 2020 CX-30. Other models to feature
Connected Services have yet to be announced.

All 2020 Mazda CX-30 vehicles (all trims) support Connected Services. Signal
How do I know my
strength can be checked on the Mazda Connect center display.
Mazda supports
On the Mazda Connect home screen, go to "Navigation" or "Entertainment" and
Connected Services?
look for the telematics icon at the bottom right of the screen.
Is Connected Services
Yes, Connected Services features are available on manual transmission vehicles.
available on manual
However, the remote engine start/stop feature is not available for manual
transmission
transmission vehicles.
vehicles?
When will the free
At time of RDR.
Connected Services
In the case of an RDR reversal, Mazda's systems will identify the final retail sales
and Wi-Fi trial
date for that VIN and restart the clock for the 3-year free trial.
periods be activated?

Page 2 of 17
CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

© 2020 Mazda North American Operations, U.S.A.
02/27/2020 10:59 AM tlawrenc

Service Alert No.: SA-007/20

Last Issued: 02/27/2020

Setup and Getting Started

FAQ

Answer

Is it mandatory to No, it is an optional service. However, if you do want
enroll in Connected to use Connected Services features, enrollment via
Services?
the MyMazda app is required.

If you are enrolled in Connected Services, you may
unsubscribe at any time via the MyMazda app, using
the following directions:
1. Go to “hamburger menu” (i.e., three vertical lines
How can I opt out of icon) on the top right of the app screen
Connected
2. Tap MyMazda
Services?
3. Tap My Vehicle
4. Tap on “more options menu” (i.e., three vertical
dots icon) on the top right of the app screen
5. Tap on “Unsubscribe Connected Services”
6. Confirm pop-up warning message
Is there a
Yes. While Connected Services is complimentary for the initial three (3) years from
subscription fee for
the original vehicle purchase date (i.e., RDR date), there is a fee after the 3 years.
Connected
The subscription fee after the complimentary period has yet to be determined.
Services?
Connected Services collects a variety of data, including:
Information at registration:
1. Personal information
1. Name
2. Address
What data does
3. Phone Number
Connected Services
4. Email
collect?
2. Vehicle Information
1. Vehicle Identification Number (VIN)
2. Year Model
3. Current Mileage
4. Miles Driven per Day
5. Driving Condition
Page 3 of 17
CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

© 2020 Mazda North American Operations, U.S.A.
02/27/2020 10:59 AM tlawrenc

Service Alert No.: SA-007/20

Last Issued: 02/27/2020

6. Preferred Dealer
Data transmitted from vehicle:
1. Event of an Accident
1. Location of accident
2. Status of vehicle
2. Vehicle Warning Events
1. Location where vehicle warning was issued
2. Status of vehicle
3. Vehicle Status
1. When the vehicle is turned off, the vehicle sends out status information
including fuel level, oil condition and warning lights
Smartphone Device:
1. IMEI (device ID) at login for security purposes
For more information:
Connected Services Terms Conditions
Connected Services Privacy Policy
CV Important Notice (Secondary Driver)
Personal information is collected at the time of MyMazda app registration,
including name, address, telephone number, email address and VIN. For more
How does
information on the data collected by Connected Services, please refer to the
Connected Services
Connected Services Terms Conditions and Privacy Policy.
collect customer
Connected Services Terms Conditions
data?
Connected Services Privacy Policy
CV Important Notice (Secondary Driver)
What does Mazda
do with data
collected by
Connected
Services?

Anonymized information may be used for product quality, data analysis, research
and product development. For more information on the data collected by
Connected Services, refer to the Connected Services Terms Conditions and Privacy
Policy. For more information on the data collected by Connected Services, refer to
the Connected Services Terms Conditions and Privacy Policy.
Connected Services Terms Conditions
Connected Services Privacy Policy
CV Important Notice (Secondary Driver)

Will my data be
deleted when I
unsubscribe from
Connected
Services?

All personal information and information that indirectly enables the customer
identification will be deleted. Anonymized information may be used for product
quality, data analysis, research, and product development. For example, data
transmitted from your vehicle, such as Customer ID and VIN, will be stored and
utilized by Mazda after being disconnected from the customer information.

Page 4 of 17
CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

© 2020 Mazda North American Operations, U.S.A.
02/27/2020 10:59 AM tlawrenc

Service Alert No.: SA-007/20

Last Issued: 02/27/2020

If I sell my Mazda,
will the next owner No, the new vehicle owner will not be able to view
be able to see my any of the previous owner’s data.
data?

Registration / Enrollment

FAQ

Answer

What if I’m already
If you’re already registered for a MyMazda account, you can simply enroll
registered for a MyMazda
another eligible vehicle to take advantage of Connected Services.
account?
How do I activate
Connected Services?

You can activate a Connected Services-equipped Mazda vehicle via the
MyMazda app. You will need to add your VIN and then read the entire
disclaimer and check "I Agree" or "I Disgree."

How do I enroll a new
vehicle in Connected
Services?

Simply take the following steps to enroll
another vehicle in Connected Services:
1. From the MENU, tap MyMazda
2. Tap My Vehicle
3. On the Action tab, tap Add Vehicle
4. Tap Scan VIN and scan barcode with your
camera OR, if the barcode cannot be
scanned, tap Manually Enter VIN and enter
the VIN
5. Tap VALIDATE

Page 5 of 17
CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

© 2020 Mazda North American Operations, U.S.A.
02/27/2020 10:59 AM tlawrenc

Service Alert No.: SA-007/20

Last Issued: 02/27/2020

What should I do when I
see a “(400C04)” error
message when I try to
Wait several minutes and try again.
enroll in Connected
Services?

Do I need an internet
connection to access
Connected Services?

Yes. The MyMazda app will not work without an internet connection.

When pairing the
MyMazda app to a
vehicle, does the
authorization code
expire?

Yes, the code expires after 5 minutes. If it
has expired, you can request a new
authorization code via the MyMazda app.
Simply return to Connected Services
Enrollment, proceed to the step “Request
Authorization Code,” then tap “Request.”

While both codes are for security purposes, they work differently:
What is the difference
between the two-way
authorization
validation code and the
authorization code?

1. Validation Code: Used for two-way authentication when you initially sign
into your MyMazda app account. This code is sent to the your smartphone
device via SMS. You will enter your validation code in to the MyMazda app
after receiving it via SMS during the app registration process.
2. Authorization Code: Used to pair your MyMazda account to the vehicle.
This code is sent to the vehicle’s head-unit display. You will then enter the
authorization code in to the MyMazda app after confirming it on the
vehicle’s head-unit display during Connected Services enrollment.

You can SIMULATE Connected Services functions in Guest Mode (not
connected to a vehicle) by simply selecting "Guest Mode" from the MyMazda
What Connected Services
app login screen. Then, select "2020 CX-30" to see how Connected Services
functions can be accessed
features like Remote Start and Vehicle Status look on the MyMazda app.
in Guest Mode?
Guest Mode also provides helpful features, including dealer search,
recommended maintenance schedule, manuals and guides, Roadside
Page 6 of 17
CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

© 2020 Mazda North American Operations, U.S.A.
02/27/2020 10:59 AM tlawrenc

Service Alert No.: SA-007/20

Last Issued: 02/27/2020

Assistance and a variety of other Menu options.
Register for a MyMazda account and enroll in Connected Services to
experience the full suite of features.
Can multiple users be
registered under the
same email address?

No, additional users must use email addresses that are not currently used on
the MyMazda app and MyMazda Web.

What about loaner
vehicles? Will the
Connected Services
functions be activated?

Connected Services functions can easily be activated on any 20MY CX-30 via
the MyMazda app, even a loaner. If a customer utilizing the loaner activates
their phone, after returning the loaner, the dealer (or next customer) can
override at any time via MyMazda app.
For security purposes, dealer processes will need to be in place to terminate
Connected Services from former driver when loaner vehicle is returned.

Can I register more than
one vehicle under the
same Mazda Connected
Services account?

Yes, you can register up to five (5) vehicles
under the same account.

How do I unsubscribe
from Connected
Services?

If you are subscribed to Connected
Services, you may unsubscribe at any time
via the MyMazda app, using the following
directions:
1. Go to “hamburger menu” (i.e., three
vertical lines icon) on the top right of the
app screen
2. Tap MyMazda
3. Tap My Vehicle
4. Tap on “more options menu” (i.e., three
vertical dots icon) on the top right of the
app screen
5. Tap on “Unsubscribe Connected
Services”
6. Confirm pop-up warning message

Page 7 of 17
CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

© 2020 Mazda North American Operations, U.S.A.
02/27/2020 10:59 AM tlawrenc

Service Alert No.: SA-007/20

Last Issued: 02/27/2020

How do I delete my
vehicle from the
MyMazda app?

When parting with a Mazda vehicle that
used Connected Services, but you are
planning to use another Mazda vehicle,
delete the vehicle registration information
used by Connected Services via the
following steps:
1. Tap "My Vehicles" from the MENU
2. Tap “Edit Vehicle” from the Action Tab
3. Tap [DELETE VEHICLE]
4. Read the WARNING carefully, and tap
[CONFIRM] if you are sure you wish to
delete the vehicle
You will automatically be withdrawn from
Connected Services at the same time. As
your customer information will remain in
the system, if you are planning on using a
Connected Services-capable Mazda vehicle
afterwards, you can continue using the
MyMazda app by registering the vehicle.

How do I delete my
account from the
MyMazda app?

You can delete your account from the
MyMazda app entirely using the following
directions:
1. Tap “PROFILE” from the MENU.
2. Tap “Edit Profile” from the Action Tab.
3. Tap [DELETE ACCOUNT].
4. Read the WARNING carefully, and tap
[CONFIRM] if you are sure you wish to
delete your account. By deleting your
account, you are withdrawn from
Connected Services automatically, and the
vehicle registration information connected
to your account is deleted.

Does deleting my
MyMazda app account
cancel my Connected
Services subscription?

Yes, deleting your MyMazda account ends your subscription to Connected
Services.

For subsequent owners
of the vehicle, how do we
re-register the vehicle to
the new owner and shut

New owner can simply override the Connected Services functionality from the
first owner at any point via MyMazda app. New owner is alerted that they are
taking over from another owner. The first owner is notified that services are
terminated.
Page 8 of 17

CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/
equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers
should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies,
customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and
contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means,
electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in
writing.

© 2020 Mazda North American Operations, U.S.A.
02/27/2020 10:59 AM tlawrenc

Service Alert No.: SA-007/20

Last Issued: 02/27/2020

off data from the first
owner?

WI-FI General Information

FAQ
What is in-vehicle Wi-Fi?

Answer
In-vehicle Wi-Fi lets you use your vehicle as a Wi-Fi hotspot so you can
connect to the internet and stream media such as music, video and so on.

Do I need a wireless plan to Yes. You can take advantage of the free trial through Verizon that’s good for
access the internet with my 2GB or 6 months, whichever comes first. After the free trial period, you can
vehicle’s Wi-Fi hotspot?
sign up to Verizon’s wireless plan to continue services.