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

Date(s) Issued:

SA-019/22

10/10/22, 05/06/22, 04/06/22

SA-012/21

10/07/21, 06/15/21, 05/10/21, 04/14/21, 03/15/21, 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 and 01/10/20

SA-054/19

12/17/19 and 12/06/19

APPLICABLE MODEL(S)/VINS:
2019-2023 Mazda3
2020-2023 CX-30
2021-2023 CX-5
2021-2023 CX-9
2022-2023 MX-30
2023 CX-50
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
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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
What is included
through the MyMazda app on your mobile device. All complimentary for the
in Connected Services? first three (3) years of 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 with
Connected Services?

• Monitoring your vehicle status from nearly anywhere
• Remotely starting your vehicle from much farther away than key-fob-activated remote
start systems
• 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.

How do I know my
Mazda supports
Connected Services?

Applicable models (all trims) support Connected Services. Signal strength can be checked on
the Mazda Connect center display.
On the Mazda Connect home screen, go to "Navigation" or "Entertainment" and look for the
telematics icon at the bottom right of the screen.

Is Connected Services
available on manual
transmission vehicles?

Yes, Connected Services features are available on manual transmission vehicles.
However, the remote engine start/stop feature is not available for manual transmission
vehicles.

When will the
free Connected
Services and Wi-Fi trial
periods be activated?

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.

When can I get
Connected Service for
my 2019 Mazda3?

Available 10/16/2020. After CSP06 completion, Connected Service can be activated via the
MyMazda app after entering the VIN and reading the entire disclaimer before checking "I
Agree".
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Setup and Getting Started
FAQ

Answer

Is it mandatory to enroll in
Connected Services?

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

How can I opt out
of Connected Services?

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 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

Is there a subscription
fee for Connected
Services?

Yes. While Connected Services is complimentary for the initial three (3) years from the
original vehicle purchase date (i.e., RDR date), there is a fee after the 3 years.
The subscription fee after the complimentary period has yet to be determined.
Connected Services collects a variety of data, including:
Information at registration:
• Personal information
Name
Address
Phone Number
Email
• Vehicle Information
Vehicle Identification Number (VIN)
Year & Model
Current Mileage
Miles Driven per Day
Driving Condition
Preferred Dealer
○
○
○

What data does Connected
Services collect?

○

○
○
○
○
○
○

Data transmitted from vehicle:
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• Event of an Accident
Location of accident
Status of vehicle
• Vehicle Warning Events
Location where vehicle warning was issued
Status of vehicle
• Vehicle Status
When the vehicle is turned off, the vehicle sends out status
information including fuel level, oil condition and warning lights
○
○

○
○

○

Smartphone Device:
• 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 information on the data
How does
collected by Connected Services, please refer to the Connected Services Terms &
Connected Services collect Conditions and Privacy Policy.
customer data?
Connected Services Terms & Conditions
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)

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

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If I sell my Mazda, will the
next owner be able to see
my data?

No, the new vehicle owner will not be able to
view any of the previous owner’s data.

Registration / Enrollment
FAQ

Answer

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

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.

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

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. See Reception
Level Inspection. If weak, move to a location
with good strength and retry.
9. After enrollment is successfully processed
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and the vehicle is connected, you will receive a
push notification.

I am not able to create a MyMazda
account. I receive the following
error:
MyMazda App - Internal Usher
SDK error.

1. Text “Start” to 1-949 518-0058 (Twilio SMS
for Mazda)
2. Retry to create a MyMazda account.
NOTE: USA and Canada only

MyMazda Website - ERROR!
Unable to send one-time
password.

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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

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

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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?

• 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.
• 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.

What Connected
Services functions can be
accessed in Guest Mode?

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 app.
Guest Mode also provides helpful features, including dealer search,
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.

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

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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

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.

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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
Yes, deleting your MyMazda account ends your subscription to Connected
account cancel my
Services.
Connected Services subscription?
Download the MyMazda app and follow the registration instructions. If Connected
Services was previously enabled, a message will appear in the MyMazda app
during the registration process, notifiying new owner they'll be taking over
Connected Services from previous owner.

How do I start Connected Services
as the second owner of the vehicle
NOTE: The previous owner of the vehicle will receive an email with the following
(i.e., if vehicle was purchased
contents:
used or Certified)?
Subject: Notification of unsubscribe.
Body: Your connected service account has been unsubscribed. The primary user
account has been taken over by another user. Do not reply to this message. If you
have questions, please visit https://www.mazdausa.com/contact-us.
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.
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?

• Applicable Mazda3 and CX-30 (built before July 1, 2021) - Verizon
that’s good for 2GB or 6 months
• Applicable Mazda3 and CX-30 (built July 1, 2021 and later) - AT&T
that's good for 2GB or 3 months
• Applicable CX-5, CX-50, CX-9 and MX-30 - AT&T that's good for 2GB
or 3 months
whichever comes first.
After the free trial period, you can sign up to Verizon’s/AT&T wireless plan to
continue services.

How do I set up the in-car Wi-Fi
hotspot?

The in-car Wi-Fi hotspot is a separate service provided by Verizon/AT&T for
Mazda vehicles.
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Verizon will be the service provider for applicable Mazda3 and CX-30
vehicles, with all service agreements being made between Verizon and the
customer.
AT&T will be the service provider for applicable CX-5, CX-50, CX-9 and MX30 vehicles, with all service agreements being made between AT&T and the
customer.
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 up for
Verizon’s/AT&T's wireless plan. Verizon/AT&T offers an unlimited plan for $20
per month.

What happens if I reach my Wi-Fi data
limit during my subscription?