If you are having challenges using the Services Store, the below troubleshooting information regarding error messages or common queries may assist you.
Your vehicle services are not yet available
Your vehicle can be subscribed to our services from the day after it has been registered by your supplying Dealer. Please leave for 24hrs from registration and try again – or double check with your Dealer that the vehicle is definitely declared as registered in our systems (sometimes not immediate if paper V55 registration or private number plates).
Your vehicle is not compatible
Either: Your vehicle does not have the correct hardware (eg navigation system) to be eligible for our services.
Or: If your vehicle does have the hardware, you may receive this message whilst your vehicle information is progressing through our systems. If your vehicle has definitely been registered for longer than 24 hours, browser history and cookies may be causing old information to display. Delete your vehicle from your account, clear your browser history the re-add your vehicle to your account.
VIN not recognised
Please ensure that you manually enter your VIN number (not copy paste) to avoid including spaces or formatting. Check that you haven’t mistaken a 0 (number) for an O (letter).
Q: I have subscribed however my services are not working within my vehicles.
A: Guidance on activating your services in-car are available on the Services Store pages about each service at the bottom on the page, including step by step PDF instructions, and video tutorials.
In particular, please check the settings on your media system ensuring the “sharing of data” from your vehicle is selected, as most services can not work without this. Additionally you need to be in an area with good GSM coverage. Note it can take up to 7 days for your services to become active, but it is ordinarily much quicker than this.
Q: I encounter a blank screen whilst using the services store.
A: Not all of our features are available on all browsers – particularly when logged into your account using Internet Explorer. Please try again using an alternative browser such as Firefox, Chrome or Safari.
If you are still encountering issues after following the relevant guidance above, please contact our customer care team by clicking here.