NHTSA ID Number: 11003395
Manufacturer Communication Number: SA-009-24b
TSB/Document Date: 2024-07-05
Summary
Mazda Connected Services - Frequently Asked Questions (FAQ)
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-009/24
02/21/24 and 02/08/24
SA-015/23
12/07/23, 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
2025 CX-70
2020-2024 CX-30
2023-2024 CX-50
2024 CX-90
2021-2023 CX-9
2024 MX-5
DESCRIPTION
Frequently Asked Questions (FAQ)
Index
General Questions
Reception Level Inspection
Setup and Getting Started
Dealer Processes
Registration / Enrollment / Take-Over
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
Customer Opt-Out
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General Questions
FAQ
What is included
in Connected
Services?
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 device. All complimentary
for the 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.
Feature Name
• Remote Engine Start
• Remote engine Stop (ICE)
Complimentary Trial (3 year)
Paid Plan ($10/monthly+Tax)
Opt-Out
Yes
X
Yes
X
Yes
X
Yes
X
Remote Control
• Door Lock/Unlock
• Hazard Light
• Climate Control for EV/
PHEV)
What benefits come
Remote Charge Control (EV/PHEV)
with Connected
Charging Notification (EV/PHEV)
Services?
Vehicle Status (ICE)
Yes
X
Yes
X
Vehicle Status Alert
Yes
X
Vehicle Health Report
Yes
X
Send to Car
Yes
X
Vehicle Finder
Yes
X
Guest Driver Alert
Yes
X
Online Update (CMU)
Yes
X
Online Update (TCU)
Yes
X
Recall Notification
Yes
X
On which vehicles is Connected Vehicle Services are available on the applicable models shown at the beginning of
Connected Services this Service Alert.
available?
Other models to feature Connected Services have yet to be announced.
How do I know my
Applicable models (all trims) support Connected Services. Signal strength can be checked on the
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Mazda supports
Connected
Services?
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
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 vehicles.
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".
Setup and Getting Started
FAQ
Is it mandatory to enroll in
Connected Services?
Answer
No, it is an optional service. However, if you
do want to use Connected Services features,
enrollment via 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 icon) on the top right of the app
How can I opt out of Connected screen
Services?
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
Yes. While Connected Services is complimentary for the initial three (3) years from the
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Connected Services?
original vehicle purchase date (i.e., RDR date), there is a fee after the 3 years.
How long is the complimentary
Mazda Connected Services
trail?
The complimentary Mazda Connected Services trial begins on the date of purchase or
lease of a new vehicle and is provided for 3 years. After the trial period ends, a paid
subscription is required to continue using the services.
When the complimentary trial is Yes
coming to an end, will I receive
a reminder to set up a payment
plan?
60-Day Notification
Message: Complimentary trial is coming to
an end - Explore CV Features.
No action required
30-Day Notification
Message: Complimentary trial is coming to
an end - Set up payment to keep services
!Action required: Set up payment via Stripe
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7-Day / 1-Day Notification
Message: Complimentary trial is coming to
an end - Set up payment to keep services
!Action required: Set up payment via Stripe
My Mazda vehicle is over 3
years old. If I do not set up a
payment, when will my Mazda
Connected Services end?
September 5, 2024
After the trial ends, how much
does the Mazda Connected
Services basic plan cost?
The basic plan after the complimentary trial period is $10 per month (plus tax where
applicable).
Does the Mazda Connected
Serices subscription autorenew?
Yes. After the comlimentary trial, all subscription enrollments will automatically renew
on a monthly basis.
What payment options are
available for the Mazda
Connected Services
subscription?
We currently offer monthly plan payments for Mazda Connected Services. Our trusted
payment processor, Stripe, accepts major credit cards such as VISA, Mastercard, and
Discover.
How do I manage my payment
preferences for the Mazda
Connected Services
subscription?
To manage your payment preferences such as credit card information, go to
owners.mymazda.com and select "Manage Billing" to see full details. You may update
your preferred payment method and billing information.
How do I cancel my Mazda
Connected Services
subscription?
To cancel your subscription, go to owners.mymazda.com and select "Manage Billing" > "Cancel Plan". The subscription will finish at the end of your current billing cycle, and
you won't be charged again.
What data does Connected
Connected Services collects a variety of data, including:
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Services collect?
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
○
○
○
○
○
○
○
○
○
○
Data transmitted from vehicle:
• 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 collected by Connected Services, please refer to the Connected Services
How does Connected Services
Terms & Conditions and Privacy Policy.
collect customer data?
Connected Services Terms & Conditions
Connected Services Privacy Policy
CV Important Notice (Secondary Driver)
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
What does Mazda do with data
more information on the data collected by Connected Services, refer to the Connected
collected by Connected
Services Terms & Conditions and Privacy Policy.
Services?
Connected Services Terms & Conditions
Connected Services Privacy Policy
CV Important Notice (Secondary Driver)
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Will my data be deleted when I
unsubscribe from Connected
Services?
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 No, the new vehicle owner will not be able to
owner be able to see my data? view any of the previous owner’s data.
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Registration / Enrollment
FAQ
What if I’m
already registered for a
MyMazda account?
Answer
If you’re already registered for a MyMazda account, you can simply enroll another eligible
vehicle to take advantage of 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
activate Connected
Services?
Connected Vehicle Online Enrollment Information
1. Installing the MyMazda APP
2. Registering Your User Information
3. Registering Vehicle Information
4. Registering Connected Service
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:
How do I enroll my
vehicle in
Connected Services?
• FM
• AM
• SiriusXM
d. Check the Connected Vehicle reception strength icon:
• 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.
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• Reception strength icon shows "\". Move
the vehicle to an area with a clear view of
the sky.
Enrollment
1. Install the MyMazda APP
Note: If 2nd owner, follow this same Enrollment procedure
to perform a Take-Over. Previous owner will recieve email
notification of Take-Over.
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2. Register your user information
3. Register vehicle information
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4. Register Connected Service
5. Switch the ignition ON in your Mazda vehicle.
6. Wait 30 seconds.
7. Tap Next.
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8. 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.
9. After a few minutes, the infotainment center display will
show the Authorization Code. Enter the authorization code
in the MyMazda app, then tap Submit.
Page 12 of 45
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TSB/Document ID: SA-009-24b
Replacement Service Bulletin Number:
MFR Communication Date: 2024-06-29
MFR Internal Campaign ID/Software Version:
Communication Type: Other
NHTSA Components: UNKNOWN OR OTHER
MFR Component System:
MFR Component Subsystem: Mazda Connect
Previous TSB | Next TSB |
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