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Troubleshooting Information on Plans and Services

Setting up or signing in to My Account is the easiest way to find information about your OnStar and Connected Services plans and services. To sign in,

1. Go to Experience.gm.ca.

2. Select the account icon.

Account icon.

3. Sign in to My Account.

Check below if you still need help finding the information you need.

Symptoms / Troubleshooting Steps

Signing In/Set Up

Trouble Signing in to My Account

Trouble Finding My VIN (Vehicle Information Number)

Trouble With the System Not Recognizing My VIN

SiriusXM

SiriusXM Help

OnStar and Connected Services

Finding My OnStar and Connected Services Plan Information

OnStar and Connected Services Help

Service and Warranty

Trouble Finding My Preferred Service Dealer Information

Trouble Finding My Vehicle Status and Diagnostics Reports

Trouble Finding My Warranty Information

Signing In/Set Up

Trouble Signing in to My Account

Forgot password

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.

Forgot sign-in email 

  • 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  

Change sign-in email or password 

1. Go to Experience.gm.ca.

2. Select the account icon.

Account icon.

3. Sign in to My Account.
4. Select the Security tab.

a. In the desktop view, the Security tab will appear on the left side of the screen.
b. In the mobile view, the Security tab will appear along the top of the screen. You may have to scroll left or right to see it.

5. In the email or password section, select the Change link.
6. Change your email or password.
7. Reenter your original password to confirm. 
If you change your email address, you’ll receive a verification link to the new email address. You’ll need to click the Confirm Email button in the email and sign in within 30 minutes to verify your new email address.

Your new email address and password will serve as the sign-in credentials for My Account, the myCadillac, myBuick, myChevrolet or myGMC Mobile App as well as the OnStar Guardian App.

Expired password link

If you’ve waited longer than 30 minutes to sign in from your password reset email, you’ll need to request a new password link. See Forgot password above for instructions.

It can take up to 15 minutes for your password reset email to arrive. If you don’t receive anything, please check your spam or junk mail folders before requesting a new link.

Trouble Finding My VIN (Vehicle Identification Number)

Your VIN has 17 alphanumeric characters. You can find it on:

  • The driver’s side of the dashboard where the dashboard meets the windshield (it’s best viewed from outside the vehicle)
  • The driver’s door frame — open the driver’s door and find the VIN sticker
  • Your vehicle’s registration or insurance card
  • Your monthly diagnostics report email

Incorrect vehicle showing 

If any vehicles associated with your email address aren’t yours, please click on the Remove vehicle link next to it and then select the reason.

Trouble With the System Not Recognizing My VIN

If your vehicle has an active OnStar® and Connected Services plan, you'll need to call 1-888-466-7827 to add or remove it from My Account. If your vehicle does not have an active plan, you can add or remove it online through My Account.

1. Go to Experience.gm.ca.

2. Select the account icon.

Account icon.

3. Sign in to My Account.

4. Select the account icon. The account panel will display.
Account icon.

5. Select Manage Vehicles.
6. Select the Add Vehicle button.
7. Enter your vehicle’s Vehicle Identification Number (VIN).

If the system doesn’t recognize your VIN, try reentering it — it must match exactly. If your VIN is still not recognized, call 1-866-694-6546 for assistance.

The system may not recognize your VIN if your vehicle is a new purchase. Sometimes it takes a while for the VIN to appear in GM systems. If you have a new purchase and you are sure that you entered the VIN correctly — yet the system still does not recognize your VIN — register your vehicle by Year, Make and Model.

On the Manage Vehicles page (see above for navigation instructions):

1. Select the Add Vehicle button, then register by Year, Make and Model from the bottom of the page. Click Save.
2. Return to the Edit Vehicle Information page and enter your VIN, then click Save and Finish. Once your vehicle is in the GM system, information specific to your vehicle will be displayed.

OnStar and Connected Services

Finding My OnStar and Connected Services Plan Information

To find information on My Account:

1. Go to Experience.gm.ca.

2. Select the account icon.

Account icon.

3. Sign in to My Account.
4. Select the Plans & Services tab.

a. In the desktop view, the Plans & Services tab will appear on the left side of the screen.
b. In the mobile view, the Plans & Services tab will appear along the top of the screen. You may have to scroll left or right to see it.

5. Information on your OnStar and Connected Services plan(s) should display.

Other sites with plan information:

  • View general plans and pricing information here
  • Visit the My Plans page to view details related to your current plan
  • Visit the OnStar and Connected Services Shop to browse specific offers and monthly or annual pricing options for all plans available to you

OnStar and Connected Services Help 

Push the blue OnStar button in your vehicle or call (888) 466-7827 anytime to activate or renew services.

To speak with an advisor about payments, call (888) 466-7827. You can also view recent OnStar and Connected Services payments online on your Payments Page.

GM Financial Help

For assistance with your GM Financial account, visit the Contact Us page at www.gmfinancial.ca to be connected with a Customer Advocate.

SiriusXM

Trouble Finding My SiriusXM Information

Sign in to https://care.siriusxm.ca/ for options in managing your account, including:

  • Updating your sign in information
  • Updating your contact information
  • Paying your bill
  • Adding a radio
  • Adding streaming service
  • Updating payment information   

Refreshing Your Radio

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.

You can also call SiriusXM Customer Care at 1 (888) 539-7474 to assist with the process. Please ensure you have your account number, radio ID, or ESN ready.

Finding Your Radio ID

1. Tune your radio dial to channel 0 and the Radio ID should display.
2. If that does not work, try accessing the menu function on your radio (refer to your Owner's Manual for specific instructions).
3. You can also find your radio ID in My Account.

a. Go to Experience.gm.ca.

b. Select the account icon.
Account icon.

c. Sign in to My Account.
d. Select the Plans & Services tab.

i. In the desktop view, the Plans & Services tab will appear on the left side of the screen.
ii. In the mobile view, the Plans & Services tab will appear along the top of the screen. You may have to scroll left or right to see it.

e. The radio ID will be located in the SiriusXM section.

For some SiriusXM radios, you will need to press and hold down the SAT or ESN button, or access your radio's menu functions.  

SiriusXM Help

Have your account number, Radio ID or ESN available and call SiriusXM Customer Care at 1 (888) 539-7474.

Call Center Hours:  
Monday – Sunday
8:00 AM – 8:00 PM EDT

 

Service and Warranty

Trouble Finding My Preferred Service Dealer Information

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.

Select or change your preferred dealer

1. Go to Experience.gm.ca.

2. Select the account icon.

Account icon.

3. Sign in to My Account.

4. Select the account icon. The account panel will display. 
Account icon.

5. Select a vehicle. The Vehicle Overview page will display.
6. Under Maintenance & Service Tools, select Service History.
7. Under Need Service?, select Find another dealer to search by city and province or postal Code.
8. Under the dealer of your choice, select Make this my preferred service dealer.

Missing preferred dealership 

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.

Scheduling appointments with your preferred dealer

1. Go to the Service history page (see above for navigation instructions).
2. Under Need Service?, 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.

Changing or cancelling a service appointment

1. Click Change appointment or Cancel appointment under Need Service? on any page in the Maintenance and Service section of Vehicle Support.
2. If you’ve scheduled your service appointment directly with your dealer, however, you’ll need to contact your dealer directly to change or reschedule your appointment.

Trouble Finding My Vehicle Status and Diagnostics Reports

Vehicle Status is a service within the Remote Access plan† that allows you to view up-to-date diagnostics information such as estimated 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 and Connected Services plan that provides you with a monthly diagnostics report email to help you monitor key operating systems. 

Finding your Vehicle Status information and Diagnostics Report

If you have the Remote Access plan, you can view up-to-date diagnostics information three different ways:
1. On the Diagnostics report page on My Account.

a. Go to Experience.gm.ca.

b. Select the account icon.
Account icon.

c. Sign in to My Account.  

d. Select the account icon. The account panel will display.
Account icon.

e. Select a vehicle. The Vehicle Overview page will display.
f. Under Maintenance & Service Tools, select Diagnostics.

2. On the My 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 and Connected 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.  

Action Suggested or Immediate Attention status

  • If you receive a yellow icon with “Action Suggested” next to a system on your Diagnostics Report, you can click it for more details
  • If you receive a red icon with “Immediate Attention” next to a system on your Diagnostics Report, you should schedule service as soon as possible

Trouble Finding My Warranty Information

If My Account is active, you can access your vehicle’s specific warranty information by selecting Warranty in the Maintenance & Service Tools section.

1. Go to Experience.gm.ca.

2. Select the account icon.

Account icon.

3. Sign in to My Account.

4. Select the account icon. The account panel will display.
Account icon.

5. Select a vehicle. The Vehicle Overview page will display.
6. Under Maintenance & Service Tools, select Warranty.

For general warranty information on current models, visit the warranty page on Experience.gm.ca.

Related Links and Resources

Profile and Account Security

How to Update Your SiriusXM Information 

Payments

How to Manage Your Notification Settings

Understanding Your Warranty

Need more help?

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