Trouble with Setup on 1st generation adapter

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UPDATE 1/2017

If you're stuck at Step 3 of Setup and are outside the U.S. / attempting to set up on a car purchased outside the U.S. you will not be able to get past this step on your own. Automatic is not officially supported outside the U.S. Please see this FAQ.

If you're stuck at any point of Setup and are in the U.S., please read on:

There are a few spots where you might run into Setup issues. There are some troubleshooting steps below but you should also be aware of this update about 1st Generation adapters.

Fails at “Verifying Security Pin” (iOS)

Please email and mention “verifying security pin failing” in the subject line. Currently our engineers need to make a server fix to help you.

I’m getting a “Request Timed Out” message (iOS)

This only seems to be affecting existing users. A fix was in version 2.7.3, so please be sure you're on the latest version.

Please log out & log back in then try again. That should do the trick but please let us know here whether or not it did.

If that did not work, then please delete the app, reinstall the app from the App Store, and start Setup again. If that still doesn't work, please contact

Incorrect PIN (iOS or Android)

This is super rare but we have had a few reports of the PIN that is printed on the back of the adapter being wrong. If you see this error, please email and we'll give you the correct PIN. (If you receive an auto-response email pointing you to this FAQ, just reply back letting us know that you have an incorrect PIN. Someone will get back to you as soon as possible.)

Stuck at “Pairing with the Adapter” (Android)

Enable bluetooth manually via the bluetooth menu in the settings application. Or, force close / swipe away the app then start Setup fresh.

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Posted 3 years ago

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