User guide

34
Troubleshooting
Issue Likely
Cause(s)
Corrective Action(s)
Can’t login to my
account
Incorrect
username or
password entry
First-time: Enter
Registration Key from
Vehicle Diagnostics
Module as shown (i.e.,
1a2b-3c4d) in username
field. (lowercase or
UPPERCASE)
Enter ESN DEC from
Vehicle Diagnostics
Module label exactly as
shown and in UPPERCASE
(i.e., 12345678901)
After first-time: Enter the
username and password
you created during first-
time login
No Internet
connection to
smartphone or
computer
Verify your Internet
connection to smartphone
or computer is active
Can’t find OBD II
port on vehicle
Vehicle older
than 1996
The Vehicle Diagnostics
Module is not compatible
with older vehicles
Incorrect OBD II
photo in app
Call VZW support