NHTSA ID Number: 10191591
Manufacturer Communication Number: 15-282-21R
TSB/Document Date: 2021-05-04
Summary
This bulletin provides additional procedures and a detailed flow chart to use when diagnosing customer concerns regarding operation of the STARLINK RES feature.
Credit Card
There was a problem confirming the
zip code provided. Please verify the
billing zip code entered matches the
when ZIP code entered in
zip code for the credit card. If you
billing address is invalid.
continue to experience this issue, please
contact STARLINK Customer Care at
(855) 753-2495.
There was a problem confirming the zip
code provided. Please verify the billing
zip code entered matches the zip code
for the credit card. If you continue to
experience this issue, please contact
STARLINK& Customer Care at
(855) 753-2495.
Credit Card
when address provided
in billing information
is not validated with
contact information
address.
There was an issue validating the
address that was provided for your
MySubaru account. Please verify the
physical home address created for
your MySubaru account by going to the
Profile menu > My Profile > Contact
Information. Please update with the
correct address and proceed with
enrollment. If you continue to experience
this issue, please contact STARLINK
Customer Care at (855) 753-2495.
There was an issue validating the
address that was provided for your
MySubaru account. Please verify
the physical home address created
for your MySubaru account by going
to the Menu > My Profile > Contact
Information. Please update with
the correct address and proceed
with enrollment. If you continue to
experience this issue, please contact
STARLINK Customer Care at
(855) 753-2495.
when we cancel Safety
only subscription.
Your STARLINK subscription has been
canceled. All STARLINK functionality will
stop within the next 24 hours, and you
will receive a confirmation email to the
email address we have on record.
Your STARLINK subscription has
been canceled. All STARLINK
functionality will stop within the next
24 hours, and you will receive a
confirmation email to the email address
we have on record.
Credit Card
when we cancel Remote
subscription.
Your STARLINK subscription for Security
Plus has been canceled. All STARLINK
functionality will stop within the next
24 hours, and you will receive a
confirmation email to the email address
we have on record.
Your STARLINK subscription for Security
Plus has been canceled. All STARLINK
functionality will stop within the next
24 hours, and you will receive a
confirmation email to the email address
we have on record.
Credit Card
when we cancel
Concierge only
subscription.
Your STARLINK subscription for
Concierge has been canceled. You will
receive a confirmation email to the email
address we have on record.
Your STARLINK subscription for
Concierge has been canceled. You will
receive a confirmation email to the
email address we have on record.
when we cancel
Remote and Concierge
subscription.
Your STARLINK subscription for Security
Plus and Concierge has been canceled.
All STARLINK functionality will stop within
the next 24 hours and you will receive a
confirmation email to the email address
we have on record.
Your STARLINK subscription for Security
Plus and Concierge has been canceled.
All STARLINK functionality will stop
within the next 24 hours and you will
receive a confirmation email to the
email address we have on record.
Credit Card
Credit Card
Continued...
Bulletin Number: 15-282-21R; Revised: 04/21/21
Page 9 of 14
Approved Error Messages
Screen / page
Condition Occurs:
Current Message in Mobile App
Current Message in CWP
Emergency Contact
when there is no internet
connection after login
and trying to add
emergency contacts.
We are unable to create the Emergency
Contact you requested. Please try again
later or contact STARLINK Customer Care
at (855) 753-2495 and reference error
code EME-3245.
We are unable to create the Emergency
Contact you requested. Please try
again later or contact STARLINK
Customer Care at (855) 753-2495 and
reference error code EME-3245.
The MySubaru App does not experience
this error type and no customer
messaging necessary.
We are unable to retrieve your
Emergency Contacts at this time.
Please try again later. If you continue
to encounter this error please contact
STARLINK Customer Care at
(855) 753-2495 and reference error
code EMC-3245.
Emergency Contact
when connection fails
while retrieving the
emergency contacts.
Emergency Contact
when an already
registered phone number This phone number already exists for
is used again for creating another emergency contact.
emergency contact.
This phone number already exists for
another Emergency Contact.
Emergency Contact
when updating the
Emergency Contact
information.
Problem while updating the Emergency
Contact. Please check if the Emergency
Contact number already exist.
This Phone number is already added as
Emergency Contact.
Emergency Contact
While adding the
Emergency Contact
information.
Problem while adding the Emergency
Contact. Please try again later.
NA only validation is this phone
number is already added as Emergency
Contact.
“1. when user logs out
from application and
waits for some time on
login page, then tries to
login. NOTE: this occurs
randomly not every time.
This is a “”catch all””
case.
2. when user is logged
into application and then
disconnects from the
internet. This will cause
multiple errors saying
something went wrong.”
MySubaru is currently experiencing a
problem. Please try again later.
MySubaru is currently experiencing a
problem. Please try again later.
when Provisioning fails.
There is a problem with STARLINK
Connected Services in your [MODEL].
Please contact STARLINK Customer Care
at (855) 753-495 and reference error
code PROV-A.
There is a problem with STARLINK
Connected Services in your [MODEL].
Please contact STARLINK Customer
Care at (855) 753-495 and reference
error code PROV-A.
when vehicle is stolen
and reported as stolen.
Your vehicle has been reported as stolen.
Your remote services have been disabled
for your safety. To re-enable remote
services please contact STARLINK
customer support at (855) 753-2495.
Your vehicle has been reported as
stolen. Your remote services have
been disabled for your safety. To
re-enable remote services please
contact STARLINK customer support at
(855) 753-2495.
Generic error
message
Home / Remote
Services
Home / Remote
Services
Continued...
Bulletin Number: 15-282-21R; Revised: 04/21/21
Page 10 of 14
Approved Error Messages
Screen / page
Condition Occurs:
Current Message in Mobile App
Current Message in CWP
Login
when attempted max 2
step authentication fails.
You have reached the maximum number
of verification code attempts and your
account has been locked. To unlock
your account, please contact Customer
Support at (800) 782-2783.
You have reached the maximum
number of verification code attempts
and your account has been locked. To
unlock your account, please contact
Customer Support at (800) 782-2783.
Login
when account has no
active vehicles.
Invalid verification code.
No vehicles on account. Unable to
login.
On Login in
Application
when Account is locked
and trying to login into
application.
You have reached the maximum number
of verification code attempts and your
account has been locked. To unlock
your account, please contact Customer
Support at (800) 782-2783.
You have reached the maximum
number of verification code attempts
and your account has been locked. To
unlock your account, please contact
Customer Support at (800) 782-2783.
On Login in
Application
when VIN is not set up
properly at WirelessCar
system.
The MySubaru App does not experience
this error type and no customer
messaging necessary.
Your MySubaru account requires our
attention. Please contact STARLINK
Customer Care at (855) 753-2495 and
reference error code WC-3245.
PIN
when biometrics fails
due to unavailability of
Telematics services at
that moment.
setup has failed. Please make sure has
been correctly set up in your device
settings and try again.
The MySubaru CWP does not
experience this error type and no
customer messaging necessary.
PIN
when user cancels
the biometrics
authentication.
Please enter your STARLINK PIN.
The MySubaru CWP does not
experience this error type and no
customer messaging necessary.
PIN
when changing the PIN.
We are unable to update your STARLINK
PIN. Please try again later.
We are unable to update
your STARLINK PIN.
Please try again later.
PIN
when an invalid PIN is
entered.
The credentials supplied are invalid.
After 3 invalid pin attempts, your pin will
be locked for 60 min.
Incorrect PIN Entered.
Please try again later.
Profile
when incorrect 6 digit
verification code is
entered to update mobile
phone number.
The provided verification code is either
incorrect or expired.
The provided verification code is either
incorrect or expired.
Profile
when authentication fails
for verification code.
Error validating verification code.
Error validating verification code.
Profile
when trying to send
verification code to the
device.
Unable to send verification code.
Unable to send verification code.
Profile
when verifying, forgot
password.
Invalid verification code.
The provided verification code is either
incorrect or expired.
when user tries to
change/update the
current settings when
climate control is under
execution.
No customer messaging.
Please stop your vehicle’s climate
control to adjust your setting.
when RSA service is
down.
The MySubaru App does not experience
this error type and no customer
messaging necessary.
We are unable to cancel your Roadside
Assistance request at this time. Please
call Roadside Assistance directly at
(800) 261-2155.
Remote Services
“Roadside
Assitance”
Continued...
Bulletin Number: 15-282-21R; Revised: 04/21/21
Page 11 of 14
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Screen / page
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TSB/Document ID: 15-282-21R
Replacement Service Bulletin Number:
MFR Communication Date: 2021-04-21
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: ELECTRICAL SYSTEM
MFR Component System:
MFR Component Subsystem:
Previous TSB | Next TSB |
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