Help! I'm Stuck in Ford Pass Jail!

[atllauren]

For the past ~30 hours I have been having a host of issues with the Ford app that has now resulted in me being completely locked out. Yesterday afternoon, I noticed my Ford app was stuck showing "charging complete" despite that the car had been unplugged around 11am and driven since then. The app was showing a full 90% SoC and the timer kept counting up time on charge despite not being plugged in.

I tried all the steps I found online, including force closing the app, restarting my phone, uninstalling/reinstalling Ford app, plugging in the car and unplugging, etc. Nothing resolved the issue. Even when I started a charge, the app still said it was "charge complete."

Throughout this, the app was seemingly connected because I could refresh the app without a connection error and the time on charge kept ticking up. I got to about 40 hours.

I finally decided I should remove my vehicle from the app and reconnect. This is where things went really bad, because now I am unable to reconnect the app to the car. I can get the app to a connecting state and it says to accept a prompt on the vehicle screen but the prompt never appears. I did a reset of Ford Pass settings within the vehicle settings and no change. I get an error in the app when the connection fails -- see screenshot of error and log of how many times I have received it.

Any other suggestions? Not sure where to go from here...

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[Phil-Springs]

Did you pull the 12v or fuse 21/22?

 

[atllauren]

Did you pull the 12v or fuse 21/22?

I haven't -- will that reset something differently than the reset options in settings? Is the fuse you're referring in the under hood fuse box, or the one in the passenger seat footwell?

 

[Phil-Springs]

I haven't -- will that reset something differently than the reset options in settings? Is the fuse you're referring in the under hood fuse box, or the one in the passenger seat footwell?

Yes the fuse is in the passenger foot well. The full 12v pull recycles all the hardware models. That fuse specifically will cycle the gwm.

 

[AliRafiee]

I don’t know if this is going to help. Under your profile in the car, there are both a phone and key fob linked to your profile. Remove the phone from your profile and try again.

 

[atllauren]

Yes the fuse is in the passenger foot well. The full 12v pull recycles all the hardware models. That fuse specifically will cycle the gwm.

No luck, still not getting the confirmation screen. I honestly don’t know if there is a specific screen I need to be on to see it. I never use the native software so I can’t remember if there is a “home” screen I should be on.

 

[E90alex]

Take it to the dealer. The car is not communicating with the Ford servers.

 

[B177y]

It's Sunday. Ford app, FDRS, anything Ford computer related goes through maintenance on Sunday's and never works. Everything will probably be normal Monday morning.

 

[atllauren]

I don’t know if this is going to help. Under your profile in the car, there are both a phone and key fob linked to your profile. Remove the phone from your profile and try again.

I think this was all deleted when I reset settings. My profile is gone.

 

[atllauren]

Take it to the dealer. The car is not communicating with the Ford servers.

I hoped to avoid that because I’ve not had positive experiences with service, but you’re probably right at this point.

 

[atllauren]

It's Sunday. Ford app, FDRS, anything Ford computer related goes through maintenance on Sunday's and never works. Everything will probably be normal Monday morning.

I’ll try to connect again tomorrow but the app was stuck as of early yesterday. But I didn’t remove the car from the app til today.

 

[Gimme_my_MME]

I hoped to avoid that because I’ve not had positive experiences with service, but you’re probably right at this point.

You'd have better luck reaching out to Brian @Ford Motor Company than going to the dealer

 

[Kamuelaflyer]

You'd have better luck reaching out to Brian @Ford Motor Company than going to the dealer

x10

 

[Kamuelaflyer]

By chance, are you also locked out of your ford.com account?

 

[atllauren]

By chance, are you also locked out of your ford.com account?

I’m not! When I’m trying to add the car I’m logged in as myself and see things like my reward points. I just can’t connect the car back.

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