User guide

446
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 this guide or Vehicle
Diagnostics label exactly as shown (e.g. 1a2b-3c4d) in
Username field. (lowercase or UPPERCASE)
Enter ESN DEC from this guide or Vehicle Diagnostics label
exactly as shown.
After first-time: Enter the username and password you
created during first-time login. If you forgot your Username
or Password, select the appropriate button on the login
page to request help.
No Network
connection to
smartphone
or internet
connection to
computer
Verify your connection to smartphone or computer is active.
Can’t find
OBD port on
vehicle
Vehicle older
than 1996
The Vehicle Diagnostics Module is not compatible with older
vehicles
Incorrect OBD
photo in app
Call Verizon support [phone]