NHTSA ID Number: 10180783
Manufacturer Communication Number: SA-007-20k
TSB/Document Date: 2020-10-05
Summary
MAZDA
CONNECTED SERVICES - FREQUENTLY ASKED QUESTIONS (FAQ). 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, Dealer Processes, Conditions for Remote Engine Start Will Not Function, Conditions for Remote Engine Start Function Will turn engine OFF, Educational Videos, Resources
under the same account.
Page 9 of 25
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.
09/30/2020 3:44 PM tlawrenc
Service Alert No.: SA-007/20
Last Issued: 09/29/2020
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
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.
Page 10 of 25
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.
09/30/2020 3:44 PM tlawrenc
Service Alert No.: SA-007/20
Last Issued: 09/29/2020
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
off data from the first
owner?
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.
WI-FI General Information Applicable Mazda3/CX-30 (Applicable CX-5 and CX-9 available end of
October 2020)
FAQ
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.
What is in-vehicle Wi-Fi?
Yes. You can take advantage of the free trial through:
Do I need a wireless plan to
access the internet with my
vehicle’s Wi-Fi hotspot?
1. Applicable Mazda3 and CX-30 - Verizon that’s good for 2GB or 6
months
2. Applicable CX-5 and CX-9 - ATT that's good for 2GB or 3 months
whichever comes first.
Page 11 of 25
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.
09/30/2020 3:44 PM tlawrenc
Service Alert No.: SA-007/20
Last Issued: 09/29/2020
After the free trial period, you can sign up to Verizon’s/ATT wireless
plan to continue services.
The in-car Wi-Fi hotspot is a separate service provided by Verizon/ATT
for Mazda vehicles.
Verizon will be the service provider for applicable Mazda3 and CX-30
How do I set up the in-car Wi-Fi
vehicles, with all service agreements being made between Verizon and
hotspot? (Mazda3 and CX-30)
the customer.
ATT will be the service provider for applicable CX-5 and CX-9 vehicles,
NOTE: Applicable CX-5 and CX-9
with all service agreements being made between ATT and the
vehicles available end of October
customer.
2020.
Using your device, discover the vehicle's designated SSID and use the
appropriate password to set up. Or, you can check for instructions
within MyMazda by accessing QUICK LINKS and tapping "In-Car Wi-Fi."
Will devices automatically
connect to the hotspot after
setup?
Yes. Following setup, devices within range will automatically connect
to the hotspot as long as their Wi-Fi is enabled.
What is the download speed?
As the Wi-Fi uses Verizon, your Mazda uses America’s largest and most
reliable 4G LTE network. Download speeds typically run between 5
and 12 Mbps, with peak download speeds reaching up to 50 Mbps.
If you reach the limits list below, simply continue services by signing
What happens if I reach my Wi-Fi up for Verizon’s/ATT's wireless plan. Verizon/ATT offers an unlimited
data limit during my
plan for $20 per month.
subscription?
1. Applicable Mazda3 and CX-30 - 2GB / 6-month free trial
2. Applicable CX-5 and CX-9 -2GB / 3-months free trial
How many devices can be
connected to the Wi-Fi hotspot
at any given time?
You can connect up to five (5) devices to the Wi-Fi hotspot at a time.
Am I able to check how much
During the free trial, you can monitor how much of the 2GB / 6-month
data I've used each month once I limit was used. If you enroll in Verizon’s/ATT's $20-per-month
have a Wi- Fi subscription?
unlimited plan, there will be no data limit.
Where will I have Wi-Fi
coverage?
Within the United States, Connected Services uses Verizon’s network,
America’s largest and most reliable 4G LTE network. When driving in
Canada, roaming is available, with up to 512 MB per day available at
2G speeds.
Can an owner use a different Wi- No, only Verizon/ATT. This platform is hard-coded to only function
Fi provider than Verizon in the
with Verizon/ATT services. Consideration is being offered for greater
future?
flexibility with future generation platforms.
Page 12 of 25
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.
09/30/2020 3:44 PM tlawrenc
Service Alert No.: SA-007/20
Last Issued: 09/29/2020
WI-FI How-To
FAQ
Answer
How do I connect a device to my Using your device, discover the vehicle’s designated SSID and use the
vehicle’s Wi-Fi hotspot?
appropriate password.
First, access the Wi-Fi Settings menu:
1. Select Settings from the Mazda Connect MENU.
2. Select Connectivity.
How do I turn the Wi-Fi hotspot
3. Select Wi-Fi Settings.
on/off?
From here, you can turn the Wi-Fi off or on. You can also set a
designated SSID and password, much like you would with a home
router.
How do I manage my Wi-Fi
hotspot password?
You can manage the Wi-Fi password by following these steps:
1. Select Settings from the Mazda Connect home screen.
2. Select Connectivity.
3. Select Wi-Fi Settings.
4. Select Wi-Fi Password to manage the password.
What if I forget my Wi-Fi
password?
You can manage the Wi-Fi password by following these steps:
1. Select Settings from the Mazda Connect home screen.
2. Select Connectivity.
3. Select Wi-Fi Settings.
4. Select Wi-Fi Password to manage the password.
WI-FI Trial Period
FAQ
Answer
How do you
Any applicable free Wi-Fi trials and monthly subscriptions are handled directly with
begin the
Verizon/ATT.
Wi-Fi trial?
What
happens if I
reach my
data limit
during the
Wi-Fi trial?
If you reach the limits of the free trial, simply continue services by signing up for
Verizon’s/ATT's wireless plan. Verizon/ATT offers an unlimited plan for $20 per month.
The customer can contact:
1. Verizon directly at (800) 331-4331 for applicable Mazda3 and CX-30
2. ATT directly at (800) 331-0500 for applicable CX-5 and CX-9
Please advise the customer to have their IMEI number available, as Verizon/ATT may
request this infomation during the call.
How To Obtain IMEI Number
Go to the MyMazda App
Page 13 of 25
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.
09/30/2020 3:44 PM tlawrenc
Service Alert No.: SA-007/20
Last Issued: 09/29/2020
a. Log into MyMazda app
b. Select “hamburger menu”
on top right of screen
Page 14 of 25
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.
09/30/2020 3:44 PM tlawrenc
Service Alert No.: SA-007/20
Last Issued: 09/29/2020
c. Select “Support”
d. Select “Quick Links”
Page 15 of 25
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.
09/30/2020 3:44 PM tlawrenc
Service Alert No.: SA-007/20
Last Issued: 09/29/2020
e. Select “In-Car Wi-Fi”
f. Instructions IMEI Displayed
What are the
The free trial is good for:
trial terms
1. 2GB or 6 months, whichever comes first, for applicable Mazda3 and CX-30
for Wi-Fi
2. 2GB or 3 months, whichever comes first, for applicable CX-5 and CX-9
hotspot?
How can I
check how
You can log into the following sites using your login information.
1. Verizon’s account management website for applicable Mazda3 and CX-30
Page 16 of 25
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.
09/30/2020 3:44 PM tlawrenc
Service Alert No.: SA-007/20
much data
I've used
during my
trial?
Last Issued: 09/29/2020
2. ATT's Sign In websitefor applicable CX-5 and CX-9
Interacting With The App
FAQ
Can I use multiple
devices for the same
account?
Answer
No, not simultaneously. For security purposes, the app will automatically log
other devices out when a new one logs in.
Do I need to be within
a certain distance of
As long as both the MyMazda app and the vehicle are within range of cellular
my Mazda for
service, Connected Services should work.
Connected Services to
work?
Can I add multiple
Connected Services
drivers to the same
Connected Services
account?
Yes, the primary driver can invite up to three
(3) other Connected Services drivers through
MyMazda. The primary driver can also cancel
the invites at any time through MyMazda.
To add drivers:
1. Go to "My Vehicles"
2. Tap “Manage Drivers”
3. If a spot is available, tap “+ Invite Driver”
If you change your mind, you can tap “Cancel
Invitation” to retract your invitation to a
secondary driver.
Can I use the app on a
Yes, but some functions may not work properly, as tablets are not fully
tablet instead of a
supported.
smartphone?
Can I use the Remote
Control feature while
No, none of the Remote Control functions will operate if the key is located inside
sitting in the
the car, or if all of the doors are not closed.
connected vehicle
with the key?
Can I schedule a
service appointment No, you can only schedule a service appointment through the MyMazda app (or
using Connected
web), not through the in-vehicle Mazda Connect display.
Services on the Mazda
Page 17 of 25
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.
09/30/2020 3:44 PM tlawrenc
Service Alert No.: SA-007/20
Last Issued: 09/29/2020
Connect display in my
vehicle?
When are Vehicle
Status and Vehicle
Health Report data
updated?
Vehicle Status and Vehicle Health Report
data is updated after ignition off. As long as
the engine is running, information is not
updated, even if it is refreshed.
NOTE:
1. It may take several minutes for Vehicle
Status and Vehicle Health Report to be
updated after ignition off.
2. Vehicle Maintenance due data is pulled
from the vehicles MAZDA CONNECT
system. The customer can change the
settings at: MAZDA CONNECT Information - Vehicle Status Monitor Vehicle Maintenance Settings.
If I lose my phone,
how can I restrict
access to Connected
Services?
You may login to Connected Services using any other smart device by
downloading the MyMazda app and using your MyMazda login credentials. Even
if you don’t have another smart device, access to Connected Services will be
restricted to other users by the Identification Management system of the
MyMazda app (cannot login without password or biometric login).
Service Issues
FAQ
Answer
Is my Connected Services
reception affected by weather
- 6X better wear protection on critical engine parts than...
- 1.3X better sludge protection than industry standards*
- 3X Stronger against viscosity breakdown than leading full...
- Protection for 10,000 miles between oil changes
- Meets or exceeds the following specifications: API SP/SN...
- Formulated for engines with 75,000 miles or more, Valvoline...
- Delivers 20% better wear protection and 15% better sludge...
- Extra detergents safeguard against friction, corrosion and...
- Advanced friction-fighting additives help maximize...
- Provides performance benefits for high mileage, new and...
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TSB/Document ID: SA-007-20k
Replacement Service Bulletin Number:
MFR Communication Date: 2020-09-29
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: EQUIPMENT ADAPTIVE/MOBILITY
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