Service Alert

Mazda North American Operations
Irvine, CA 92618-2922

Subject:
Service Alert No.: SA-012/21

MAZDA CONNECTED SERVICES - FREQUENTLY ASKED
QUESTIONS (FAQ)

Last Issued: 03/15/2021

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-012/21

02/22/21, 02/08/21 and 02/02/21

SA-007/20

11/30/20,10/19/20, 09/29/20,08/03/20, 06/16/20, 05/22/20, 05/18/20,
04/14/20,04/06/20, 03/11/20, 03/06/20, 02/27/20, 02/18/20 and01/10/20

SA-054/19

12/17/19 and 12/06/19

APPLICABLE MODEL(S)/VINS
2019-2021 Mazda3
2020-2021 CX-30
2021 CX-5
2021 CX-9

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

Page 1 of 30
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.

© 2021 Mazda North American Operations, U.S.A.
03/17/2021 3:15 PM tlawrenc

Service Alert No.: SA-012/21

Last Issued: 03/15/2021

Conditions for Remote Engine Start Will Not Function
Conditions for Remote Engine Start Function Will turn engine OFF
Educational Videos
Resources
General Questions

FAQ

Answer

Like a personal assistant for your Mazda, access your vehicle's
health report, remotely start your engine, lock and unlock the
doors and more through the MyMazda app on your mobile
What is included in
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 Vehicle Services are available on the applicable models shown at the
beginning of this Service Alert.
Other models to feature Connected Services have yet to be announced.

Applicable models (all trims) support Connected Services. Signal strength can be
How do I know my
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
Connected Services

At time of RDR.
In the case of an RDR reversal, Mazda's systems will identify the final retail sales
date for that VIN and restart the clock for the 3-year free trial.
Page 2 of 30

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.

© 2021 Mazda North American Operations, U.S.A.
03/17/2021 3:15 PM tlawrenc

Service Alert No.: SA-012/21

Last Issued: 03/15/2021

and Wi-Fi trial
periods be activated?
When can I get
Available 10/16/2020. AfterCSP06completion, Connected Service can be activated
Connected Service
via the MyMazda app after entering the VIN and reading the entire disclaimer
for my 2019 Mazda3? before checking "I Agree".

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:
What data does
Information at registration:
Connected Services
1. Personal information
collect?
1. Name
Page 3 of 30
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.

© 2021 Mazda North American Operations, U.S.A.
03/17/2021 3:15 PM tlawrenc

Service Alert No.: SA-012/21

Last Issued: 03/15/2021

2. Address
3. Phone Number
4. Email
2. Vehicle Information
1. Vehicle Identification Number (VIN)
2. Year Model
3. Current Mileage
4. Miles Driven per Day
5. Driving Condition
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)
Page 4 of 30

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.

© 2021 Mazda North American Operations, U.S.A.
03/17/2021 3:15 PM tlawrenc

Service Alert No.: SA-012/21

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

Last Issued: 03/15/2021

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.

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."

Page 5 of 30
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.

© 2021 Mazda North American Operations, U.S.A.
03/17/2021 3:15 PM tlawrenc

Service Alert No.: SA-012/21

Last Issued: 03/15/2021

1. After registering for a MyMazda account,
the Select Vehicle screen will appear. Tap
“Add Vehicle” and follow the onscreen
instructions to add your vehicle.
2. To enroll in Connected Services, tap
“Enroll” on the “My Vehicles” screen.
3. On the Connected Services Enrollment
screen, tap Start to begin the enrollment
process.

How do I enroll my
vehicle in Connected
Services?

4. Switch the ignition ON in your Mazda
vehicle.
5. Wait 30 seconds.
6. Tap Next.

Page 6 of 30
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.

© 2021 Mazda North American Operations, U.S.A.
03/17/2021 3:15 PM tlawrenc

Service Alert No.: SA-012/21

Last Issued: 03/15/2021

7. Tap Request to receive authorization
code on your vehicle’s Mazda Connect
center display.

8. Enter the authorization code in the
MyMazda app, then tap Submit.
NOTE: If the authorization code was not
received, check the reception level strength
on the mobile device and vehicle.
SeeReception Level Inspection. If weak,
move to a location with good strength and
retry.
9. After enrollment is successfully
processed and the vehicle is connected,
you will receive a push notification.

Page 7 of 30
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.

© 2021 Mazda North American Operations, U.S.A.
03/17/2021 3:15 PM tlawrenc

Service Alert No.: SA-012/21

How do I enroll a new
vehicle in Connected
Services?

Last Issued: 03/15/2021

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

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.”

Page 8 of 30
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.

© 2021 Mazda North American Operations, U.S.A.
03/17/2021 3:15 PM tlawrenc

Service Alert No.: SA-012/21

Last Issued: 03/15/2021

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
app login screen. Then, select applicable vehicle to see how Connected
Services features like Remote Start and Vehicle Status look on the MyMazda
What Connected Services
app.
functions can be accessed
Guest Mode also provides helpful features, including dealer search,
in Guest Mode?
recommended maintenance schedule, manuals and guides, Roadside
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 applicable models 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.

Page 9 of 30
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.

© 2021 Mazda North American Operations, U.S.A.
03/17/2021 3:15 PM tlawrenc

Service Alert No.: SA-012/21

Last Issued: 03/15/2021

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