MyMazda App
Error Code

If the customer is
having difficulty
with the MyMazda
App paid
subscription using
the Mazda
Go to SA-064/24
Connected
Services Owner
Portal, refer the
customer to CEC
at (800) 222-5500.

• Engine Start /
Stop
• Door Lock /
Unlock
• Lights ON /
OFF
• Climate
Control

No One Time Pass
Code (OTP)

Connected vehicle
reception strength
icon shows "X" or "\"

Go to the MyMazda
App to view the
reason for remote
function failure.

MyMazda App
Enrollment
Preparation

Communication Line

Check Campaign
Status

Enrollment / TakeOver

Check Campaign
Status

Remote Function
Troubleshooting

OTP Troubleshooting

Customer deactivate
Connected Services
(Opt-Out)

No reception

PREPARATION:
1. Confirm that the Telematics Communication Unit (TCU) is at the latest software level. Go to Telematics
Communication Unit (TCU) Updates
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2. Go to eMDCS Vehicle Inquiry and confirm the following campains are not shown or closed:
•
•
•
•

CSP06
CSP07
SSPC7
DRW41

3. Go to eMDCS Vehicle Inquiry and confirm CSP04 is not shown.
4. Telematics Communication Unit (TCU) related DTC's must be diagnosed/repaired prior to going to next step.
5. If Hotline assistance is needed, please fill out the Dealer Connected Vehicle Questionnaire before contacting Hotline.
The questionnaire collects data needed by Hotline agent.
NOTE: Hotline is only able to support vehicle side issues. If the customer is having difficulty with the MyMazda
App paid subscription using the Mazda Connected Services Owner Portal, refer the customer to CEC at (800)
222-5500.
6. In most cases, the customer will not leave their device with you for troubleshooting, therefore a connected vehicle
Take-Over is necessary. Use your personal device or dealer supplied device for troubleshooting. Go to Enrollment /
Take-Over.
• At customer pick-up, inform customer to re-enroll into Connected Services as a new primary user.
7. Confirm the customer's phone and vehicle have good to strong reception during the concern as shown below.

• If the reception icon shows "X", the TCU Communication Line is Closed. Enrollment is not possible.
Open the TCU Communication Line:
Dealer - Go to Opening the TCU Communication Line
Customer - Go to Registering Vehicle Information -> Registering Connected Service.
○

○
○

• If the reception icon shows " \ ", move the vehicle to an area with a clear view of the sky.

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• If the reception is weak, move the vehicle to a location where the reception is good to strong as shown in
the table, then try to get the Authorization Code and/or operate the remote functions before proceeding to
the Repair Procedure if there is still an issue.
• If the reception is good to strong, proceed to Connected Vehicle Troubleshooting below.
NOTE: Vehicles stored for long periods may loose GPS clock sychronization. If the vehicle is stored for a long
period, test drive the vehicle to give the GPS clock time to sychronize before enrolling or testing connected vehicle
functions.
Index
1. Connected Vehicle Remote Engine Start Inoperative and DTC U3000:96
2. MyMazda App displays "Subscription Required"
3. Unable to create a MyMazda account
4. Remote function(s) inoperative
5. No One Time Pass Code (OTP)
6. Connected vehicle reception strength icon shows "X" or "\"
7. Instrument Cluster Error Message and DTC U3000:04
8. MyMazda App displays incorrect tire pressures (Except CX-5, CX-9, MX-5)
9. Unable to activate Connected Services (2019 Mazda3)
10. Software Update Error (2020 Mazda3)
11. Functions inoperative (2021-> CX-30, CX-50, Mazda3 and MX-30)
12. First remote control attempt fails, second attempt works fine
13. Engine turns off when opening door
14. Low Tire pressure will not clear after correcting tire pressue
15. MyMazda App does not display tire air pressures (CX-5, CX-9, MX-5)
•
•
•
•
•
•
•
•
•
•
•

MCVV One Time Passcode (OTP) Troubleshooting
Opening the TCU Communication Line
Diagnostic Information (ODR) Data Collection Procedure
TCU / CMU Communication Connectivity Test
TCU Software Version Check
TCU MEID Number Check
TCU Remote Service Flag Information Check
Customer Opt-Out
2nd Owner Take-Over
Educational Videos
Resources

Connected Vehicle Troubleshooting
Symptom

Cause

Connected Vehicle Remote Engine Start
Inoperative and DTC U3000:96 (Body
1.
Unknown
Control Module (BCM) Malfunction) is
stored.
MyMazda App displays "Subscription
2. Required"

Action
Do not erase DTC's
Contact Hotline

Connected Vehicle Services free Customer - Go to Mazda Connected
trial period has ended, pop-up
Services Owner Portal
notification, "Subscription
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Required", requests the customer Dealer - No Action needed; however, if
to sign up for a paid subscription the customer is having difficulty with
plan.
the Mazda Connected Services Owner
Portal, refer the customer to CEC
This pop-up notification will not
at (800) 222-5500
disappear until customer has paid
for subscription plan through the
Mazda Connected Services
Owner Portal.
Once customer has purchased a
subscription plan, it is
recommended to close the app &
re-login back into MyMazda app
to refresh the connected services
status.
Once the system recognizes
customer’s subscription status
(this could take up to 12 hours),
the “subscription required” pop-up
will disappear.
The customer is not able to create a
MyMazda account. The customer
receives the following error:
MyMazda App - Internal Usher SDK
error.

Customer inadvertently texted
“Stop” to 1-949 518-0058
(Twilio SMS for Mazda)

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

3

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

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Push
Notification

OS Lock
Screen
Tap the
push
notification

Home
Tap
the
alert
card

Inbox
Detail
Tap
"check
vehicle
status"

Remote function(s) inoperative.
4

•
•
•
•

Engine Start / Stop
Door Lock / Unlock
Lights ON / OFF
Climate Control

Go to the MyMazda App to view
the reason for remote function
failure.

Go to the MyMazda App
INBOX -> ACTIVITY
HISTORY -> to view
reason for remote
function failure.
Activity
History

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Go to eMDCS Vehicle Inquiry and
confirm the following campains are not
shown or closed:
Check Campaign Status

•
•
•
•

CSP06
CSP07
SSPC7
DRW41

1. Confirm CV reception strength is
good.

2. Confirm Connected Services is
enabled (box checked). Go to Settings
-> System Settings -> Connected
Services.

3. Use MDARS to ID the vehicle and
check for DTC's stored. Are DTC(s)
stored?
Remote Function
Troubleshooting

• Yes - Go to MGSS and perform
normal DTC diagnostics.
• No - Go to next step.
4. Confirm TCU software version. Go
to Telematics Communication Unit
(TCU) Updates
5. Disconnect battery for 30 seconds
and then reconnect (KAM reset).
6. Close the MyMazda App and then
reopen. Did this resolve issue?
• Yes - Repair complete
• No - Go to next step
7. Fill out Dealer Connected Vehicle
Questionnaire
8. Contact Hotline for additional
technical support if needed.

Remote Climate Control only
available on EV and PHEV

No action needed. See SA-066/24

Only a single remote request can Customer needs to wait 60 seconds
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be made per 60-second period

for the initial request cycle to
be completed to make the second
request.

Remote Transmitter Key(s) in the
Do not leave keys in vehicle.
vehicle
1. Aftermarket Remote Engine
Start accessory installed.
2. Mazda Remote Engine Start
(BCKA-V7-620) accessory
installed.

1. Remove the aftermarket accessory.
2. The customer can use either the
Mazda Remote Engine Start
accessory or the MyMazda app
function. Cannot use both.
Mazda Remote Engine Start (RES)
Removal
a. Remove the Mazda Remote Engine
Start (RES) accessory module.
b. Deactivate and activate Advanced
Key(s). Refer to MGSS IMMOBILIZER
SYSTEM-RELATED PARTS
PROGRAMMING [(US)].

Advise customer to drive the vehicle
TCU in “deep sleep” mode due to
as normal (at least several miles) and
vehicle being parked for a long
the Connected Services should start
period.
working again.

Low fuel

Advise customer that Remote Engine
Start may start vehicle temporarily, but
vehicle will turn off automatically when
the fuel level is low to conserve the
remaining fuel.

Vehicle is equipped with Manual
Transmission

Advise customer that vehicles with a
manual transmission do not have the
Remote Engine Start/Stop function
capability.

Engine started with key
transmitter instead of MyMazda
App.

Advise customer they will see an error
message when attempting to make a
Remote Engine Off request if they
initially turned on vehicle with a
physical key (instead of through their
MyMazda app).

MyMazda App Enrollment Preparation
1. Create a MyMazda account. See Resources
2. Complete any "OPEN" Recalls / Special Service Programs. Go to
No One Time Passcode (OTP)
MGSS -> warranty Veh. Inq.
(Vehicle infotainment center display
5
3. Update the Telematics Communication Unit (TCU) to the latest
does not provide the Authorization Code
software version. Go to Telematics Communication Unit (TCU) Updates.
during the MyMazda App enrollment)
4. 2019 Mazda3 only - Update the Connectivity Master Unit (CMU) to the
latest software version. Go to MGSS -> MAZDA CONNECT Updates.
5. Check TCU Communication Line Status.
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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:
• Reception strength icon shows normal strength. The TCU
communication line is Open and ready for enrollment. Go to
Enrollment / Take-Over.

• Reception strength icon shows "X". The TCU
Communication Line is Closed. Enrollment is not possible.
• Open the TCU Communication Line:
Dealer - Go to Opening the TCU Communication
Line
Customer - Go to Registering Vehicle Information ->
Registering Connected Service.
○

○

NOTE: Use MCVV to check OTP status. Go to Mazda
Connected Vehicle Viewer (MCVV) One Time Passcode
(OTP) Troubleshooting

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

Enrollment / Take-Over
1. Install the MyMazda APP
NOTE: If 2nd owner, follow this
same Enrollment procedure to
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perform a Take-Over. Previous
owner will recieve email
notification of Take-Over.