NHTSA ID Number: 11022717
Manufacturer Communication Number: SA-009-25a
TSB/Document Date: 2025-09-04
Summary
Some customers may experience a Connected Vehicle failure. The MyMazda App may display an Error Code. This document provides Error Code description and recovery information to assist with repairs.
Main factors:
Description
400S19
• TCU exchange is being performed while the usage start process is
being executed.
• The WiFi contract (In-Car WiFi) is interfering and line operation is
failing.
The Authorization Code could not be sent because vehicle connectivity has
not been established yet. Please try again after connectivity is established.
MyMazda App Message
(400S19)
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18PF
OPENING COMMUNICATION LINE HAS NOT BEEN COMPLETED
(OTP request before line opening completed)
Cause
TCU replacement during OTP process
In-Vehicle WiFi Contract interfenence
Process Flow
Customer
Wait a few hours (up to 12 hours) and after
receiving a push notification that OTP
display is possible, execute the OTP request
again.
Processing is only performed between 6:00
a.m. and 10:00 p.m. Eastern time, so it may
take more than 12 hours.
Turn on IG-on, check the reception strength
icon at the bottom right of the center display.
Confirmation/Recovery
If the reception is poor, the function cannot
be executed.
Dealer
Follow the Vehicle Confirmation Instructions.
What happens when you open the
Communication Line Status screen on
MCVV and search for the target VIN;
→ "Status" = "Open Flag setting
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Requested"
"Status Detail" = "Processing"
The process is progressing normally,
so you can proceed as per the
procedure or wait for the push
notification to proceed.
If the status is other than the above,
the request to start using the service
has not been processed correctly →
Go to " Troubleshooting Instructions".
*Please note that if you perform TCU
exchange when "Status" is in a state other
than "Opened" or "Closed", contract
execution processing will not be possible
Description
This occurs if not subscribed to the base plan.
Connected Services cannot be executed at this time because {base plan}
MyMazda App Message has not been purchased. Please purchase {base plan} from the subscription
website and try again. [400S20]
400S20
Process Flow
Customer
Perform the operation again after
subscribing to the base plan..
Dealer
If the error continues even after subscribing
to the base plan -> Go to " Troubleshooting
Instructions".
Confirmation/Recovery
This occurs when the connected contract cancellation process is executed
while the line is being opened or blocked.
Main factors
Description
400S21
• The TCU was replaced during the start of use.
• The WiFi contract (In-Car WiFi) is interfering and line operation is
failing.
Please wait for a while and try again. If the error continues, please contact
MyMazda App Message the call center. (400S21)
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CV cancelation has failed. Update TCU to the latest software.
Cause
TCU replaced during TCU cancellation process
Acitve In-Car WiFi contract
Process Flow
Wait several hours (up to 12 hours) and
perform the CV cancellation process again.
Processing is only performed between 6:00
a.m. and 10:00 p.m. Eastern time, so it may
take more than 12 hours.
Turn on IG-on, check the reception strength
icon at the bottom right of the center display.
Customer
If the reception is poor, the function cannot
be executed.
Confirmation/Recovery
Dealer
Follow the Vehicle Confirmation Instructions.
What happens when you open the
Communication Line Status screen on
MCVV and search for the target VIN;
-> "Status" = "Close requested"
"Status Detail" = "Processing"
The process is progressing normally,
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so you can proceed as per the
procedure or wait for the push
notification to proceed.
"Status" = "Open requested" or
"Open Flag setting Requested"
The line has not been opened or the
request to start using it has not been
completed. -> Go to "
Troubleshooting Instructions".
"Status Detail" = "Request failed" or
"Close failed"
Line state change request is failing ->
Go to " Troubleshooting Instructions".
Description
Occurs when remote control is performed on a car model that is not
compatible with remote exterior light flash.
MyMazda App Message An unexpected error has occurred, please try again later. [400S22]
Process Flow
400S22
Customer
Check whether the target vehicle is
compatible.
Dealer
If the error continues despite the vehicle
being affected -> Go to " Troubleshooting
Instructions".
Confirmation/Recovery
400S23
Description
This occurs when you try to use a paid service without a subscription service
contract.
MyMazda App Message This feature cannot be used under the contract status of your car.[400S23]
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Process Flow
Customer
Make a contract of subscription service first
and request again.
Dealer
If the error continues even after subscribing
to the subscription service -> Go to "
Troubleshooting Instructions".
Confirmation/Recovery
Description
Occurs when a contract application form (registration completed) PDF
display is requested from Menu when the PDF has not yet been generated,
or when the PDF cannot be obtained.
MyMazda App Message please try again later [400S24]
400S24
Process Flow
Confirmation/Recovery
Description
400S25
Customer
Wait about 5 minutes and operate again.
Dealer
If the error persists -> Go to "
Troubleshooting Instructions".
Occurs when an OTP display request is made when the vehicle is not ready
for OTP display (before push notification is sent).
*OTP = one time passcode
Main factors;
• OTP display on vehicle side is not ready (takes up to 12 hours)
• Service flag download failed
MyMazda App Message
Authorization Code Request is processing. This may take up to 12 hours to
complete. You will be notified when the process is completed.(400S25)
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User will receive push notification to continue with OTP request.
Cause
TCU is not in "Open" status
Process Flow
Wait a few hours (up to 12 hours) and after
receiving a push notification that OTP
display is possible, execute the OTP request
again.
Turn on IG-on, check the reception strength
icon at the bottom right of the center display.
Customer
If the reception is poor, the function cannot
be executed.
Confirmation/Recovery
Dealer
Follow the Vehicle Confirmation Instructions.
What happens when you open the
Communication Line Status screen on
MCVV and search for the target VIN;
-> "Status" = "Open Flag setting
Requested"
"Status Detail" = "Processing"
The process is progressing normally,
so you can proceed as per the
procedure or wait for the push
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notification to proceed.
"Status Detail" = "Request failed" or
"Flag setting failed"
In this case, the request to start using
the service is not processed
correctly -> Go to " Troubleshooting
Instructions".
Description
Occurs when an error occurs during processing within the system center.
MyMazda App Message
Please wait for a while and try again. If the error continues, please contact
the call center. [401C00]
Process Flow
401C00
Customer
Wait about 5 minutes and try the operation
again.
Dealer
System error and may or may not be
resolved by repeated retries.
If the error continues to occur, there may be
a problem with the system center -> Go to "
Troubleshooting Instructions".
Confirmation/Recovery
403C00
Description
Occurs when the target service is unavailable.
MyMazda App Message
The primary driver has not set the permission of this service so it is not
available. [403C00]
Cause
This is a permission error and cannot be resolved by retrying.
Process Flow
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Confirmation/Recovery
Customer
Check the permission settings for the target
service from the "Manage Drivers" screen.
Dealer
If the error continues to occur, there may be
a problem with the system center -> Go to "
Troubleshooting Instructions".
Description
This occurs when attempting to register duplicate data.
MyMazda App Message
The registration data has already been saved. Please confirm the
registration details. [409C00]
Cause
Data to be registered violated unique constraints.
MC IT to check: details explanation of this error case
-> User tries to register the favorite POI that has already been registerd.
409C00
Process Flow
Confirmation/Recovery
500C00
Customer
Review the input data and try again.
Dealer
If the error continues to occur, there may be
a problem with the system center -> Go to "
Troubleshooting Instructions".
Description
This is caused by a processing error at the system center.
MyMazda App Message
Please wait for a while and try again. If the error continues, please contact
the call center. [500C00]
Process Flow
Confirmation/Recovery
Customer
Wait about 30 minutes and try the operation
again.
Dealer
System error and may or may not be
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resolved by repeated retries.
If the error continues to occur, there may be
a problem with the system center -> Go to "
Troubleshooting Instructions".
Description
This is caused by a processing error at the system center (reprocessing
status unknown)
MyMazda App Message
Please wait for a while and try again. If the error continues, please contact
the call center. [500C01]
Process Flow
500C01
Customer
Wait about 30 minutes and try the operation
again.
Dealer
System error and may or may not be
resolved by repeated retries.
If the error continues to occur, there may be
a problem with the system center -> Go to "
Troubleshooting Instructions".
Confirmation/Recovery
500C02
Description
Occurs when the system center fails to access the database.
MyMazda App Message
Please wait for a while and try again. If the error continues, please contact
the call center. [500C02]
Process Flow
Confirmation/Recovery
Customer
Wait about 30 minutes and try the operation
again.
Dealer
System error and may or may not be
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resolved by repeated retries.
If the error continues to occur, there may be
a problem with the system center -> Go to "
Troubleshooting Instructions".
Description
Occurs when the system center fails to access the database.
MyMazda App Message An unexpected error has occurred. Please contact the call center. [500C03]
Cause
This is a system error and cannot be resolved by retrying.
Process Flow
500C03
Customer
Wait about 30 minutes and try the operation
again.
Dealer
If the error continues to occur, there may be
a problem with the system center -> Go to "
Troubleshooting Instructions".
Confirmation/Recovery
500C06
Description
This occurs due to a processing error at the system center (exceeding the
number of reprocessing times).
MyMazda App Message
Please wait for a while and try again. If the error continues, please contact
the call center. [500C06]
Process Flow
Customer
Wait about 30 minutes and try the operation
again.
Dealer
System error and may or may not be
resolved by repeated retries.
If the error continues to occur, there may be
Confirmation/Recovery
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a problem with the system center -> Go to "
Troubleshooting Instructions".
Description
This occurs due to a file access error during system center processing.
MyMazda App Message
Please wait for a while and try again. If the error continues, please contact
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TSB/Document ID: SA-009-25a
Replacement Service Bulletin Number:
MFR Communication Date: 2025-08-22
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: UNKNOWN OR OTHER
MFR Component System:
MFR Component Subsystem: Connected Vehicle
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