BULLETIN NOTES
This Service Alert supersedes the previously issued SAs listed below. The changes are noted in Red text.
Previous SA:

Date(s) Issued:

SA-015/23

06/28/23, 05/24/23, 04/28/23, 03/27/23 and 03/10/23

SA-019/22

12/13/22, 10/10/22, 05/06/22 and 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:
2019-2024 Mazda3

2021-2024 CX-5

2022-2023 MX-30

2020-2024 CX-30

2021-2023 CX-9

2023-2024 CX-50

2024 CX-90

DESCRIPTION
Frequently Asked Questions (FAQ)
Index
General Questions

Reception Level Inspection

Setup and Getting Started

Dealer Processes

Registration / Enrollment

TCU Activation

WI-FI General Informatio

Conditions for Remote Engine Start Will Not Function

WI-FI How-To

Conditions for Remote Engine Start Function Will turn engine OFF

WI-FI Trial Period

Deactivation Mode

Interacting With The App

Educational Videos

Service Issues

Resources

Troubleshooting

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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:
• Event of an Accident

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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.

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.

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Registration / Enrollment
FAQ

Answer

What if I’m
already registered for a
MyMazda account?

If you’re already registered for a MyMazda account, you can simply enroll 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."
MyMazda App Enrollment Preparation
1. Create a MyMazda account.
2. Complete any "OPEN" Recalls / Special Service Programs. Go to MGSS -> warranty Veh.
Inq.
3. Update the Telematics Communication Unit (TCU) to the latest software version. Go to
MGSS -> Telematics Communication Unit (TCU) Updates
4. 2019 Mazda3 only - Update the Connectivity Master Unit (CMU) to the latest software
version. Go to MGSS -> MAZDA CONNECT Updates.
5. Check TCU activation status.
a. Go to MAZDA CONNECT home screen.
b. Select Entertainment
c. Select Source List and then select any of the following:
• FM
• AM
• SiriusXM
d. Check the Connected Vehicle reception strength icon:

How do I enroll my
vehicle in
Connected Services?

• Reception strength icon shows normal
strength. The TCU is active and ready for
enrollment. Go to Enrollment.

• Reception strength icon shows "X". The
TCU is deactivated. Enrollment is not
possible. Go to TCU Activation.

• Reception strength icon shows "\". Move
the vehicle to an area with a clear view of
the sky.

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Enrollment
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.

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

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7. Tap Request to receive authorization code on your
vehicle’s Mazda Connect center display and wait a few
minutes for the infotainment center display to show the
Authorization Code.

8. After a few minutes, the infotainment center display will
show the Authorization Code. Enter the authorization code
in the MyMazda app, then tap Submit.

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9. After enrollment is successfully processed 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
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one-time password.

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 try to
enroll in Connected
Services?

Wait several minutes and try again.

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.

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
What Connected
the MyMazda app.
Services functions can be