Troubleshooting Information on Plans and Services

1. On the sign-in page, select the Forgot Password link.
2. Enter the email address associated with your account.
3. You’ll get an email with a link to reset your password. Select the Reset Password button in the email within 30 minutes.
4. You’ll then be able to create a new password.

• If you don’t remember the email address associated with your account or no longer have access to that email, call (877) 558-8352 for help  

3. Sign in to My Account.
4. Select the Login & Security tile.
5. In the username or password section, select one of the following links:

a. Change username

i. Select Send Code to have a verification code sent to your current email.
ii. Enter the verification code received in your email on the next screen and click Continue.
iii. Enter new email address and click Continue.
iv. You will receive an email confirming your email address change. Select Confirm Email and sign in to your account within 30 minutes. Signing in will verify your new email address.

b. Change password

i. Enter your current password and new password.
ii. Click Save.

Your new email address and password will serve as the sign-in credentials for My Account.

If your trial subscription is not yet active, or if you’re not receiving all the channels you should be getting, your radio may need a refresh signal.

If you are near your car or radio, follow these steps:
1. Follow this link.
2. Enter your phone number, Radio ID or VIN in the first field.
3. Set your car radio to Satellite and listen for audio.
4. Make sure the radio has a clear view to the sky (not blocked by a garage, large trees or buildings).
5. Click the Send Refresh Signal button.

If you are not near your car or radio, follow these steps:
1. Text^† the word “Refresh” to 77917.
2. You’ll receive a text with a link to start the refresh radio process.
3. Once you’re in front of your radio, follow the instructions in the text message to complete the signal refresh.

You can also call (855) MYREFRESH (697-3373) and let an advisor talk you through the process. Just make sure your vehicle is turned on with a clear view of the sky.

By choosing a preferred service dealer, you’ll be able to:

• Schedule service with the dealer online once you sign in to your account
• Easily access the address and phone number without having to look it up every time

Your default preferred dealer is the dealer who sold you the vehicle.

4. Select the account icon again and choose Account.
5. Select a vehicle. The Vehicle Overview page will display.

a. If you’ve previously made a dealer selection, it will display under the Preferred Service Dealer section.
b. If no dealer is assigned, select Locate a Dealer.
c. If you’d like to change your current dealer, click the Change Preferred Dealer link.

6. Choose a Brand from the pull-down menu.
7. Enter your City and State or ZIP Code.
8. Select Search.
9. Find a dealer from the results provided and select Make this my Preferred Service Dealer.
10. Select Save.

If your preferred dealer is not displaying properly, the system might be down temporarily. Please reload the page and try again.

Dealerships may also close or change program participation status. If your preferred dealership no longer shows up in your account information, you may need to contact the dealer directly to schedule service or select a new preferred dealership.

1. Go to the Vehicle Overview page.
2. Under Preferred Service Dealer, select Schedule Service.
3. You’ll be asked to complete and submit a short on-screen form, prompting the dealer to contact you to finalize the appointment.

Vehicle Status is a service within the Remote Access plan^† that allows you to view up-to-date diagnostics information such as fuel range, tire pressure,^† oil life and odometer. The information is updated each time you drive your vehicle.

Vehicle Diagnostics^† is a service available with every OnStar plan that provides you with a monthly diagnostics report email to help you monitor key operating systems.

e. Select a vehicle. The Vehicle Overview page will display.
f. Select Diagnostic Report.

2. On the MyGM Mobile App, by clicking Vehicle Status on the home screen.
3. In your vehicle, by pressing your blue OnStar button.

If you don’t have the Remote Access plan, but do have active OnStar Services, you can still view your Diagnostics Report on My Account. However, the information will only be as recent as your last Diagnostics Report email. You can upgrade to the Remote Access plan to get up-to-date diagnostic information.