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Press the Blue OnStar Service button in your vehicle to speak to an Advisor who can help you access the range of OnStar services. Push the red SOS button in the event of a crash or medical emergency. You can also access services directly on the smartphone app or via your OnStar account. Please note that OnStar Services and Wi-Fi data won’t be available after December 31, 2020.
What services come with my vehicle?
Click on the “Packages” tab in your OnStar account to see the list of services available in your active package. Please note that Destination Download is only available if your car has a compatible in-built navigation system and map data. Wi-Fi services, if available in your country, are provided by and require an additional account with the nominated mobile network operator. Please note that OnStar Services and Wi-Fi data won’t be available after December 31, 2020.
Will OnStar work when I travel abroad?
OnStar features are widely accessible across Europe in the languages detailed in the table below. Please note that Wi-Fi and data roaming is not available in all countries.
How can OnStar help me in an emergency?
If you are involved in an accident and one of the sensors is triggered or the airbag is deployed, your vehicle will be connected automatically to a trained OnStar Advisor who will offer assistance. If there is no response, the Advisor will contact the emergency services and give them your location. In any other emergency, press the red SOS button to speak to an Advisor. Please note that OnStar Services and Wi-Fi data won’t be available after December 31, 2020.
Will Onstar always work?
OnStar services rely on wireless communication networks and satellite positioning systems. The larger roof antenna which comes with OnStar, provides a stronger signal compared to a mobile phone, which helps OnStar to stay better-connected to you and your vehicle – even if you are in an area of poor reception. In exceptional cases, there may be remote areas where OnStar services may not have a signal which will prevent them from working.
How do I download the smartphone app?
To download and install the app on an Android mobile device, search for OnStar in the Google Play Store. For Apple iOS, download the app from the App Store. The app is free to download.
How do I connect a device to the Wi-Fi Hotspot?
When you are in your vehicle, start a Wi-Fi network search on your device, then select your vehicle’s hotspot when you see it on the list. Enter the password when prompted. To view your password, press the Privacy button in your vehicle and select “Wi-Fi settings” on the touchscreen. Alternatively, you can view your password on your OnStar account by clicking on “Vehicle Profile”, then on “Edit” under “Wi-Fi Settings”.
When will Wi-Fi be available in my country?
At the moment, OnStar Wi-Fi is available in 11 European countries – United Kingdom, Germany, France, Spain, Italy, Ireland, Netherlands, Portugal, Greece, Romania and Czech Republic. We don’t have plans to launch Wi-Fi in any new countries. Please note that OnStar Services and Wi-Fi data won’t be available after December 31, 2020.
How do I change my Wi-Fi Hotspot name or password?
You can change your Wi-Fi Hotspot name or password by clicking on “Vehicle Profile” in your OnStar account, then “Edit” under “Wi-Fi settings”. Here you can also choose whether to make your Hotspot discoverable or not. You can also change these on the smartphone app and in your vehicle.
What do I do if my vehicle is stolen?
You must report your vehicle as stolen to the police for them to generate a crime reference number and let them know that your car is equipped with OnStar. Once you have this reference number, contact an OnStar Advisor who will then work with the police to track the location of your vehicle. The Advisor can remotely immobilise the vehicle, for the police to retrieve it safely. Please note that OnStar Services and Wi-Fi data won’t be available after December 31, 2020.
What if I press the red SOS button unintentionally?
No problem at all. When you’re connected to an Advisor, we’ll just check if there’s anything else we can help you with.
My vehicle isn’t equipped with built-in navigation system. Can I still use OnStar’s Destination Download?
No. The Destination Download feature requires a built-in navigation system, and the relevant map data.
I can see a warning light in my vehicle. Can OnStar help me understand what it means and advise appropriate actions?
Yes. If you see a warning light in the dash, press the Blue button. Your Advisor will carry out a diagnostic check of your cars 7 main systems and tell you if you need a mechanic. If you do, they can send you your nearest servicing dealer’s address.
How can I find the terms and conditions of your OnStar Personal Assistant partners, Booking.com and Parkopedia.com?
The OnStar Services package includes all the core OnStar services. These core services are not sold separately.
How can I tell how much data I have left?
You can keep track of your data usage by clicking on the “Packages” tab of your OnStar Account. Your usage is shown on the right-hand side, click on the “Refresh” button to see how much data is remaining. This is also available for viewing on the smartphone app. The app can be refreshed via page “pull-down”.
How much does it cost to call OnStar from my vehicle?
Calls to an Advisor made from the Blue OnStar Service and red SOS buttons in your vehicle are free of charge.
What happens to my subscription if I sell my vehicle?
Press the Blue OnStar service button in your vehicle or call OnStar directly. Our Advisors can help you make any required changes to your account.
How do I cancel my subscription?
To cancel your package, please use one of the following methods: (a) Phone – Please call us on (00)80080022334 (b) Email – Please email us at email@example.com. Please provide your name, home address, details of the order, car VIN number and, where available, your phone number and email address. (c) Blue Service Button – press the Blue Service Button in your car to speak to an Advisor, who can cancel your subscription for you. If you are a consumer and you ordered your OnStar Service package online or over the phone, you have 14 days to change your mind and withdraw from your OnStar service, starting from the day after we sent you an email to confirm your order. If you ordered your OnStar Services package as part of your vehicle purchase, we are unfortunately unable to provide you with any refund. If you ordered directly through your OnStar portal or via an Advisor, you may cancel your subscription package at any time before the end of the applicable billing cycle (monthly or annual), and the cancellation will apply to the next billing period. For example, if you purchase a monthly subscription, you may cancel that subscription at any time during any month of the subscription and the subscription will be cancelled as of the following month. You will continue to have access to the OnStar service for the remainder of the period up to the next billing date. Any refund will be made to the card you used to sign up for the service, unless you tell us otherwise. We will process your refund within 14 days of you informing us of your wish to cancel. If you cancel after we have started to supply the OnStar service, we may deduct from any refund a proportional amount for the OnStar service received from us before you cancelled the service.
How do I make a complaint?
If you are unhappy about any aspect of the service that you have received from OnStar, please phone customer services on 00800 800 22334 or send an email to firstname.lastname@example.org. Please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform https://webgate.ec.europa.eu/odr/main/?event=main.home.show
How do I purchase OnStar and Wi-Fi packages?
Option 1: Click on the “Packages” tab in your OnStar Account and scroll down to “Additional Packages”. Click “Select” to purchase your OnStar Services or Wi-Fi package (where available).
Option 2: Press the Blue Service button in your car to speak to an OnStar Advisor. They can help you purchase an OnStar Services or Wi-Fi package.
If you want to make sure that you never lose OnStar Services, you can opt-in to auto-renew your paid package when it expires. You can do this at the point you first purchase or at any point afterwards from the “Packages” page. Note that you cannot do this for Wi-Fi packages.
What payment methods can I use to purchase an OnStar subscription?
We accept credit, debit and prepaid debit cards (VISA, Mastercard and AMEX) in all countries.
We accept PayPal across Europe except for in Croatia, Bulgaria, Iceland and Romania. If you’re in a Eurozone country, you can also set up a SEPA Direct Debit mandate with us. You can add your SEPA Direct Debit details on your profile page. It usually takes around 48 hours for a SEPA Direct Debit mandate to be processed by your bank and after that you can use your account to make purchases.
How do I change or update my personal information?
Click on your name in your OnStar account and then click on “My Profile” to view and update your personal information, address and contact details, emergency contacts and other preferences.
How do I add additional drivers to my vehicle?
The main account holder for the vehicle – normally the first driver to register – can click on the “Vehicle Profile” tab in their OnStar account to add additional drivers. An OnStar Advisor can help, too. An automatic notification will be sent to the new driver(s) to set up their OnStar account(s)
How do I change my username and password?
Your username is the email address registered to your OnStar account. To reset your password, click the “Forgot your password?” button on the entry page. Once you have access, click on your name towards the top of your OnStar account and click on “My Profile” to change your email address, password and/or Pin Code. An OnStar Advisor can also assist.
What should I do if I forget my Pin Code?
If you have forgotten your Pin Code, you may request a new Pin Code by contacting an Advisor by pushing the blue button in your vehicle or using the OnStar smartphone app. Please note that the Advisor will ask you a few security questions.
How do I add/change my emergency contacts details?
Click on your name in your OnStar account and click on “My Profile” to add or change your emergency contact details. Please note you can add up to 3 emergency contacts.
What personal data is shared with OnStar? What does OnStar use it for?
OnStar only collects data that you share with us in order to bring your OnStar services to you. To view our full Privacy Statement, click on your name in your OnStar account then click on “My Profile” and follow the link at the bottom right to view our Privacy Statement.
Does OnStar keep recordings of my calls with OnStar Advisors?
We may record all interactions with OnStar Advisors, including interactions with us when you are in your vehicle, for training purposes and in order to maintain or improve the quality of our service.
Does OnStar track my vehicle’s location?
OnStar does not track you. Your vehicle’s location is only accessed in order to provide OnStar services as and when you request them. The Privacy button in the vehicle allows you to mask your location at any time. This will only be overridden in an emergency.
Will OnStar share my vehicle location with the police or other authorities?
OnStar will only share location data with third parties with your approval. If the vehicle is stolen and you grant permission, OnStar can use the location data to help the police locate and retrieve the vehicle once the theft has been reported to them. Location data may also be shared with roadside assistance providers at your request.
Is my data transferred to other countries?
All OnStar services and Wi-Fi services will cease to be available on 31st December 2020.
No trial or paid subscriptions or services, including emergency response services, will be available after that date.