NHTSA ID Number: 11003395
Manufacturer Communication Number: SA-009-24b
TSB/Document Date: 2024-07-05
Summary
Mazda Connected Services - Frequently Asked Questions (FAQ)
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10. 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
Guest Mode also provides helpful features, including dealer search,
accessed in Guest
recommended maintenance schedule, manuals and guides, Roadside Assistance and a
Mode?
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
No, additional users must use email addresses that are not currently used on the MyMazda
be registered under
app and MyMazda Web.
the same email address?
What about
loaner vehicles? Will
the Connected
Services functions be
activated?
Connected Services functions can easily be activated on applicable models via the MyMazda
app, even a loaner. If a customer utilizing the loaner activates their phone, after returning the
loaner, the dealer (or next customer) can override at any time via MyMazda app.
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
account cancel my
Connected Services
subscription?
Yes, deleting your MyMazda account ends your subscription to Connected Services.
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
How do I start Connected process, notifiying new owner they'll be taking over Connected Services from previous owner.
Services as the second
owner of the vehicle (i.e., NOTE: The previous owner of the vehicle will receive an email with the following contents:
if vehicle was purchased Subject: Notification of unsubscribe.
used or Certified)?
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-70, CX-9, CX-90, MX-30, MX-5 - 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-70, CX-9,
CX-90, MX-5 and MX-30 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?
• Verizon applicable Mazda3 and CX-30 (built before July 1, 2021) - 2GB
/ 6-month free trial
• AT&T applicable Mazda3 and CX-30 (built July 1, 2021 and later) 2GB / 3-month free trial
• AT&T applicable CX-5, CX-50, CX-70, CX-9, CX-90, MX-5 and MX-30 2GB / 3-months free trial
How many devices can be connected to
You can connect up to five (5) devices to the Wi-Fi hotspot at a time.
the Wi-Fi hotspot at any given time?
Am I able to check how much data I've
used each month once I have a Wi- Fi
subscription?
During the free trial, you can monitor how much of the 2GB / month limit
was used. If you enroll in Verizon’s/AT&T's $20-per-month unlimited plan,
there will be no data limit.
Where will I have Wi-Fi coverage?
Within the United States, Connected Services uses Verizon’s network,
America’s largest and most reliable 4G LTE network. When driving in Canada,
roaming is available, with up to 512 MB per day available at 2G speeds.
Can an owner use a different Wi-Fi
provider than Verizon in the future?
No, only Verizon/AT&T. This platform is hard-coded to only function with
Verizon/AT&T services. Consideration is being offered for greater flexibility
with future generation platforms.
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WI-FI How-To
FAQ
Answer
How do I connect a device to my
vehicle’s Wi-Fi hotspot?
Using your device, discover the vehicle’s designated SSID and use the
appropriate password.
How do I turn the Wi-Fi hotspot on/
off?
First, access the Wi-Fi Settings menu:
1. Select Settings from the Mazda Connect MENU.
2. Select Connectivity.
3. Select Wi-Fi Settings.
From here, you can turn the Wi-Fi off or on. You can also set a designated SSID
and password, much like you would with a home router.
You can manage the Wi-Fi password by following these steps:
1. Select Settings from the Mazda Connect home screen.
How do I manage my Wi-Fi hotspot
2. Select Connectivity.
password?
3. Select Wi-Fi Settings.
4. Select Wi-Fi Password to manage the password.
You can manage the Wi-Fi password by following these steps:
1. Select Settings from the Mazda Connect home screen.
What if I forget my Wi-Fi password? 2. Select Connectivity.
3. Select Wi-Fi Settings.
4. Select Wi-Fi Password to manage the password.
WI-FI Trial Period
FAQ
How do you begin
the Wi-Fi trial?
Answer
Any applicable free Wi-Fi trials and monthly subscriptions are handled directly with Verizon/
AT&T.
If you reach the limits of the free trial, 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.
The customer can contact:
What happens if I
reach my data limit
during the Wi-Fi trial?
• Verizon directly at (800) 331-4331 for applicable Mazda3 and CX-30 (built before July
1, 2021)
• AT&T directly at (800) 331-0500 for applicable Mazda3 and CX-30 (built July 1, 2021
and later)
• AT&T directly at (800) 331-0500 for applicable CX-5, CX-50, CX-70, CX-9, CX-90, MX5 and MX-30.
Please advise the customer to have their IMEI number available, as Verizon/AT&T may
request this infomation during the call.
How To Obtain IMEI Number
Go to the MyMazda App
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a. Log into MyMazda app
b. Select “hamburger menu” on
top right of screen
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c. Select “Support”
d. Select “Quick Links”
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e. Select “In-Car Wi-Fi”
f. Instructions & IMEI Displayed
The free trial is good for:
What are the trial
terms for Wi-Fi hotspot?
• 2GB or 6 months, whichever comes first, for Verizon applicable Mazda3 and CX30 (built before July 1, 2021)
• 2GB or 3 months, whichever comes first, for AT&T applicable Mazda3 and CX-30 (built
July 1, 2021 and later)
• 2GB or 3 months, whichever comes first, for AT&T applicable CX-5, CX-50, CX-70,
CX-9, CX-90, MX-5 and MX-30.
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You can log into the following sites using your login information.
How can I check
how much data I've
used during my trial?
Interacting With The App
FAQ
Can I use multiple
devices for the same
account?
• Verizon’s account management website for applicable Mazda3 and CX-30 (built before
July 1, 2021)
• AT&T's Sign In website for applicable Mazda3 and CX-30 (built July 1, 2021 and later)
• AT&T's Sign In website for applicable CX-5, CX-50, CX-70, CX-9, CX-90, MX-5
and MX-30.
Answer
No, not simultaneously. For security purposes, the app will automatically log
other devices out when a new one logs in.
Do I need to be within a
certain distance of
As long as both the MyMazda app and the vehicle are within range of cellular service,
my Mazda for
Connected Services should work.
Connected Services to work?
Yes, the primary driver can invite up to three (3)
other Connected Services drivers through MyMazda.
The primary driver can also cancel the invites at any
Can I add
time through MyMazda.
multiple Connected Services To add drivers:
drivers to the
1. Go to "My Vehicles"
same Connected
2. Tap “Manage Drivers”
Services account?
3. If a spot is available, tap “+ Invite Driver”
If you change your mind, you can tap
“Cancel Invitation” to retract your invitation to a
secondary driver.
Can I use the app on a tablet
Yes, but some functions may not work properly, as tablets are not fully supported.
instead of a smartphone?
Can I use the
Remote Control feature
while sitting in the
connected vehicle with the
key?
No, none of the Remote Control functions will operate if the key is located inside the car,
or if all of the doors are not closed.
Can I schedule a
service appointment
using Connected Services
on the Mazda
Connect display in my
vehicle?
No, you can only schedule a service appointment through the MyMazda app (or web),
not through the in-vehicle Mazda Connect display.
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Vehicle Status and Vehicle Health Report data
is updated after ignition off. As long as the engine
is running, information is not updated, even if it is
refreshed.
NOTE:
When are Vehicle Status and
Vehicle Health Report data
updated?
• It may take several minutes for Vehicle Status
and Vehicle Health Report to be updated after
ignition off.
• Vehicle Maintenance due data is pulled from
the vehicles MAZDA CONNECT system. The
customer can change the settings at: MAZDA
CONNECT -> Information -> Vehicle Status
Monitor -> Vehicle Maintenance Settings.
You may login to Connected Services using any other smart device by downloading the
If I lose my phone, how can I MyMazda app and using your MyMazda login credentials. Even if you don’t have another
restrict access to Connected smart device, access to Connected Services will be restricted to other users by the
Services?
Identification Management system of the MyMazda app (cannot login without password
or biometric login).
If Remote Engine Start is used, the engine will stop
running automatically after 15 minutes for safety,
security and emissions.
When I use Remote Engine
Start to warm up my vehicle, NOTE: The Remote Engine Start can only be used 2
how long will the engine
consecutive times while the vehicle is not driven.
continue running?
The vehicle must be driven 1-mile or 24-hours must
pass from the last successful Remote Engine Start
for the use count to reset. For more information,
refer to the Connected Services Owner's Manual.
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Service Issues
FAQ
Answer
MX-30 and PHEV vehicles do not have a Remote Engine Start function;
instead, they are equipped with the following remote functions:
PHEV - Remote engine start function
does not start the engine
• Start / Stop Charge
• Climate On / Off
See SA-038/23
I cannot set the climate control when
using the MyMazda App.
Remote Climate Control is only available on EV and PHEV models. See SA038/23
Is my Connected Services reception
affected by weather conditions
or geographic features such as tunnels
or steep valleys?
Yes, inclement weather, remote locations, enclosed areas, or underground
parking garages can affect your service. Use the radio wave reception level
indications of the communication unit to determine if your Connected Services
reception is being affected. For details on the system’s limitations, refer to the
Terms and Conditions.
Can I use Connected Services as
normal during an app update?
It may not be possible to use certain Connected Services functions during
a MyMazda online update.
The MyMazda App is not real time.
• Low Tire pressure will not clear
after correcting tire pressue.
• Vehicle status is inaccurate.
• Customer must go to MyMazda app’s Inbox and read/open all the
messages related to the low tire pressure alert, then the “Low tire
pressure” alert will clear from MyMazda app’s Health Report
• Message will clear after next drive cycle.
CX-5, CX-9
The MyMazda App does not display tire
air pressures
• CX-5 and CX-9 Normal Operation
• No action needed
Troubleshooting
Go to SA-009/23 - CONNECTED VEHICLE SYMPTOM TROUBLESHOOTING
CAUTION: DO NOT swap TCU with another vehicle as the TCU is VIN locked after activation. A TCU swap with another
vehicle will disable Connected Services on both vehicles.
Page 25 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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