David J. Johnson
Director
Service Engineering Operations
Ford Customer Service Division

Ford Motor Company
P. O. Box 1904
Dearborn, Michigan 48121

September 7, 2021
TO:

All U.S. Ford and Lincoln Dealers

SUBJECT:

NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 21B53
Certain 2021 Model Year Mustang Mach-E Vehicles Equipped with Phone as a Key
Option
Gateway Module Programming to Activate Phone as a Key

PROGRAM TERMS
This program will be in effect through September 30, 2022, for vehicles within the new bumper-tobumper warranty coverage period.
AFFECTED VEHICLES
Vehicle

Model Year

Assembly Plant

Mustang
Mach-E

2021

Cuautitlan

Build Dates
July 6, 2021 through July 24, 2021

Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS PROGRAM
In some of the affected vehicles, a misconfigured Enhanced Central Gateway (ECG) module prevents
Phone as a Key from functioning.
SERVICE ACTION
Before delivering any new in-stock vehicles involved in this program, dealers are to reprogram the
ECG module to the latest level. This service must be performed on all affected vehicles at no charge
to the vehicle owner.
OWNER NOTIFICATION MAILING SCHEDULE
Owner letters are expected to be mailed the week of October 4, 2021. Dealers should repair any
affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
ATTACHMENTS
Attachment I:
Attachment II:
Attachment III:

Administrative Information
Labor Allowances and Parts Ordering Information
Technical Information

© Copyright 2021 Ford Motor Company

QUESTIONS & ASSISTANCE
For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web
Contact Site. The SSSC Web Contact Site can be accessed through the Professional Technician
System (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or
listed under the SSSC tab.
Sincerely,

David J. Johnson

© Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 1 of 2
NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 21B53
Certain 2021 Model Year Mustang Mach-E vehicles equipped with Phone as a Key option
Gateway Module Programming to Activate Phone as a Key
OASIS ACTIVATION
OASIS will be activated on September 7, 2021.
FSA VIN LISTS ACTIVATION
FSA VIN Lists will be available through https://web.fsavinlists.dealerconnection.com on September 7,
2021.
NOTE: Your FSA VIN Lists may contain owner names and addresses obtained from motor vehicle
registration records. The use of such motor vehicle registration data for any purpose other than in
connection with this program is a violation of law in several states, provinces, and countries.
Accordingly, you must limit the use of this listing to the follow-up necessary to complete this service
action.
SOLD VEHICLES
• Correct affected vehicles identified in OASIS which are brought to your dealership within the
applicable Bumper-To-Bumper warranty coverage period.
• Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle
inventory.
STOCK VEHICLES
• Correct all affected units in your new vehicle inventory before delivery.
TITLE BRANDED / SALVAGED VEHICLES
Affected title branded and salvaged vehicles are eligible for this service action.
OWNER REFUNDS
Refunds are not approved for this program.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)
Additional repairs identified as necessary to complete the FSA should be managed as follows:
• For related damage and access time requirements, refer to the Warranty and Policy Manual /
Section 6 – Ford & Lincoln Program Policies / General Information & Special Circumstances
for FSA’s / Related Damage.
• For vehicles within new vehicle bumper-to-bumper warranty coverage, no SSSC approval is
required, although related damage must be on a separate repair line with the “Related
Damage” radio button checked.
o Ford vehicles – 3 years or 36,000 miles
• For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval
Request to the SSSC Web Contact Site prior to completing the repair.

© Copyright 2021 Ford Motor Company

ATTACHMENT I
Page 2 of 2
NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 21B53
Certain 2021 Model Year Mustang Mach-E vehicles equipped with Phone as a Key option
Gateway Module Programming to Activate Phone as a Key
CLAIMS PREPARATION AND SUBMISSION
• Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty
Solution (OWS) online.
o When entering claims:
▪ Claim type 31: Field Service Action. The FSA number 21B53 is the sub code.
▪ Customer Concern Code (CCC): A93
▪ Condition Code (CC): 42
▪ Causal Part Number: 14G617
▪ Part Quantity: 0
o For additional claims preparation and submission information, refer to the Recall and
Customer Satisfaction Program (CSP) Repairs in the OWS User Guide.
• Related Damage/Additional labor and/or parts: Must be claimed as Related Damage on a
separate repair line from the FSA with same claim type and sub code as described in Claim
Entry above.
IMPORTANT: Click the Related Damage Indicator radio button.

© Copyright 2021 Ford Motor Company

ATTACHMENT II
Page 1 of 1
NEW VEHICLE DELIVERY HOLD
Customer Satisfaction Program 21B53
Certain 2021 Model Year Mustang Mach-E vehicles equipped with Phone as a Key option
Gateway Module Programming to Activate Phone as a Key
LABOR ALLOWANCES
Description
Reprogram Gateway Control Module to the latest level.

Labor Operation

Labor Time

MT21B53B

Up to 1.0 Hours

PARTS REQUIREMENTS / ORDERING INFORMATION
Parts are not required to complete this repair.

© Copyright 2021 Ford Motor Company

ATTACHMENT III
PAGE 1 OF 2
CUSTOMER SATISFACTION PROGRAM 21B53

CERTAIN 2021 MODEL YEAR MACH-E VEHICLES — GATEWAY MODULE
SOFTWARE UPDATE
SERVICE PROCEDURE
Module Programming
1. Connect a battery charger to the 12V battery.
NOTE: Verify that the negative cable of the charger is installed on a chassis or engine ground, and not
the 12 volt battery negative terminal to prevent the battery saver mode from activating on the
vehicle.
NOTE: If the diagnostic software does not load or if the vehicle cannot be identified properly, make sure
there is a good internet connection and the Vehicle Communication Module II (VCM II) is properly
connected to the Data Link Connector (DLC).
NOTE: Make sure the Ford Diagnostic and Repair System (FDRS) does not enter sleep mode during
module configuration.
2. Launch Ford Diagnostic and Repair System (FDRS).
NOTE: Vehicle information is automatically retrieved by the diagnostic software and a Network Test is
run. Vehicle identification data appears on the screen when this is complete.
3. Click 'Read VIN from Vehicle' or manually enter the Vehicle Identification Number (VIN).
NOTE: Available modules are shown on the left hand (LH) side of the screen, and available procedures
are listed on the right hand (RH) side of the screen. Modules that are communicating are
highlighted in green.
4. Select Toolbox tab.
5. From the list on the LH side of the screen, select GWM.
6. From the list on the RH side of the screen, select GWM - Gateway Module (GWM) Software
Update.
7. Click RUN. Follow all on-screen instructions carefully.
8. From the list on the RH side of the screen, select Self-Test and click RUN.
9. Click the Run Selected Tests button in the lower right.
10. Click the Clear & Retest button at the top of the screen to clear Diagnostic Trouble Codes (DTC's) in
all modules.
11. Disconnect the battery charger from the 12V battery.
12. The repair is complete.
CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
09/2021

ATTACHMENT III
PAGE 2 OF 2
CUSTOMER SATISFACTION PROGRAM 21B53

Important Information for Module Programming

NOTE: When programming a module, use the following basic checks to ensure programming completes
without errors.
• Make sure the 12V battery is fully charged before carrying out the programming steps and connect
FDRS/scan tool to a power source.
NOTE: A good internet connection is necessary to identify the vehicle and to load the diagnostic software.
• Inspect Vehicle Communication Module II (VCM II)/Vehicle Communication and Measurement Module
(VCMM) and cables for any damage. Make sure scan tool connections are not interrupted during
programming.
• A hardwired connection is strongly recommended.
• Turn off all unnecessary accessories (radio, heated/cooled seats, headlamps, interior lamps, HVAC
system, etc.) and close doors.
• Disconnect/depower any aftermarket accessories (remote start, alarm, power inverter, CB radio,etc.).
• Follow all scan tool on-screen instructions carefully.
• Disable FDRS/scan tool sleep mode, screensaver, hibernation modes.
• Create all sessions key on engine off (KOEO). Starting the vehicle before creating a session will cause
errors within the programming inhale process.

Recovering a module when programming has resulted in a blank module
a. Disconnect the VCMII or VCMM from the data link connector (DLC) and your PC.
b. After ten seconds, reconnect the VCMII/VCMM to the DLC and the PC. Launch FDRS. The
VCMII/VCMM icon should turn green in the bottom right corner of the screen. If it does not,
troubleshoot the FDRS to VCM connection.
c. If you are using the same FDRS as the initial programming attempt, select the appropriate VIN from
the Vehicle Identification menu. If you are using a different FDRS, select “Read VIN from Vehicle”
and proceed through the Network Test.
d. In the Toolbox menu, navigate to the failed module and Download/Run Programmable Module
Installation (PMI). Follow the on-screen prompts. When asked if the original module is installed,
select “No” and continue through the installation application.
e. Once programming has completed, a screen may list additional steps required to complete the
programming process. Make sure all applicable steps are followed in order.

CPR © 2021 FORD MOTOR COMPANY
DEARBORN, MICHIGAN 48121
09/2021