NHTSA ID Number: 11034444
Manufacturer Communication Number: SA-040-26
TSB/Document Date: 2026-07-03
Summary
This Service Alert supersedes the previously issued SA(s) listed below. The changes are noted in Red. SA-009/25 08/22/25 and 02/18/25 DESCRIPTION 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. Index System Outline • MYMAZDA App Connected Vehicle (CV) Error Codes • Vehicle Confirmation Instructions • Troubleshooting Instructions • Resources
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Dealer
Follow the Vehicle Confirmation Instructions.
400S19
Description
This occurs when an OTP display request is made when the vehicle is not ready for OTP display
(opening process/blocking process/blockage error).
*OTP = one time passcode
Main factors:
• 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. (400S19)
MyMazda App
Message
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
Confirmation/
Recovery
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.
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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 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
400S20
Description
This occurs if not subscribed to the base plan.
MyMazda App
Message
Connected Services cannot be executed at this time because {base plan} has not been purchased.
Please purchase {base plan} from the subscription website and try again. [400S20]
Process Flow
Confirmation/
Recovery
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".
400S21
This occurs when the connected contract cancellation process is executed while the line is being
opened or blocked.
Main factors
Description
• The TCU was replaced during the start of use.
• The WiFi contract (In-Car WiFi) is interfering and line operation is failing.
MyMazda App
Please wait for a while and try again. If the error continues, please contact the call center. (400S21)
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06/16/2026 02:25 PM tlawrenc
Message
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, so you can proceed as per the
procedure or wait for the push notification to proceed.
"Status" = "Open requested" or "Open Flag setting Requested"
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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".
400S22
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
Confirmation/
Recovery
400S23
Description
MyMazda App
Message
Customer
Check whether the target vehicle is compatible.
Dealer
If the error continues despite the vehicle being affected -> Go to "
Troubleshooting Instructions".
This occurs when you try to use a paid service without a subscription service contract.
This feature cannot be used under the contract status of your car.[400S23]
Process Flow
Confirmation/
Recovery
Customer
Make a contract of subscription service first and request again.
Dealer
If the error continues even after subscribing to the subscription service -> Go
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to " Troubleshooting Instructions".
400S24
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]
Process Flow
Confirmation/
Recovery
Customer
Wait about 5 minutes and operate again.
Dealer
If the error persists -> Go to " Troubleshooting Instructions
".
400S25
Description
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
Authorization Code Request is processing. This may take up to 12 hours to complete. You will be
notified when the process is completed.(400S25)
MyMazda App
Message
User will receive push notification to continue with OTP request.
Cause
TCU is not in "Open" status
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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 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".
401C00
Description
MyMazda App
Message
Occurs when an error occurs during processing within the system center.
Please wait for a while and try again. If the error continues, please contact the call center. [401C00]
Page 27 of 39
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Process Flow
Customer
Wait about 5 minutes and try the operation again.
Confirmation/
Recovery
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".
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
Confirmation/
Recovery
409C00
Description
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".
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.
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Process Flow
Confirmation/
Recovery
500C00
Description
MyMazda App
Message
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".
This is caused by a processing error at the system center.
Please wait for a while and try again. If the error continues, please contact the call center. [500C00]
Process Flow
Customer
Wait about 30 minutes and try the operation again.
Confirmation/
Recovery
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".
500C01
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]
Page 29 of 39
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Process Flow
Customer
Wait about 30 minutes and try the operation again.
Confirmation/
Recovery
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".
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
Customer
Wait about 30 minutes and try the operation again.
Confirmation/
Recovery
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".
500C03
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.
Page 30 of 39
06/16/2026 02:25 PM tlawrenc
Process Flow
Confirmation/
Recovery
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".
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.
Confirmation/
Recovery
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".
500C07
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 the call center. [500C07]
Page 31 of 39
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Process Flow
Confirmation/
Recovery
Customer
Wait about 30 minutes and try the operation again.
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TSB/Document ID: SA-040-26
Replacement Service Bulletin Number:
MFR Communication Date: 2026-06-16
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: ELECTRICAL SYSTEM
MFR Component System:
MFR Component Subsystem: Connected Vehicle
Previous TSB | Next TSB |
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