Persistent "Setup Phone as Key" Message in FordPass

[HuntingPudel]

The “frustrated” train has already left the station.

Hah. I was insanely frustrated when the FP agent insisted that I delete my PaaK even though I told him multiple times that I did not have my physical key and that it was many miles away. “That’s not a problem. Delete it.” So I did. Then he told me to start the car. I asked how since I no longer have a PaaK and my physical key is at home. “Uh, sorry.” *Click*. I wanted to go full schutzhund on him. ??

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[WyldStallyn]

Glad to know I’m not the only one. I’ve been at this for a few days with the same result. PAAK works great for me but FordPass still suggests I set it up.

I’m going to set up another profile tomorrow for a second driver. I’m curious to see if it will be the same for them.

 

[HuntingPudel]

Non-update. The last contact I had with a FordPass agent was December 9. I tried to contact them yesterday and gave them my case number and was told that the person handling my case wasn’t in. I asked for an estimate on when I would be contacted and was told that they would make sure that the proper agent would get my message. @Ford Motor Company this really doesn’t help. Last contact was OVER 2 months ago. My case was escalated at that time and I hear nothing back. Bad enough that back when I first contacted support I had to pay for a round trip home and back because of the agent’s incompetence (and burn a couple of hours of PTO at work). Your customer service needs an overhaul. ??

 

[WyldStallyn]

I did try another device, another user, and a few more master resets with the same result. Also updated RFA yesterday just in case.

I’m trying to find a device with an older version of FordPass. FordPass support said the modem needed to be reprogrammed per SSM 49820; however, the SSM essentially says it is the phone OS/hardware so that doesn’t make sense.

I presume that the other buttons are Bluetooth controls. Bluetooth is working fine as PAAK is working great. It just seems that FordPass isn’t properly using the established Bluetooth configuration after the successful pairing.

Edit: FordPass does control the PAAK connection so this is working fine. About 30ft from the vehicle the Bluetooth connects (only if the app is not force closed) and then the PAAK engages at about 10ft. Just seems like an app issue but I never tried a version before 4.10.

 

[Malacandra]

Non-update. The last contact I had with a FordPass agent was December 9. I tried to contact them yesterday and gave them my case number and was told that the person handling my case wasn’t in. I asked for an estimate on when I would be contacted and was told that they would make sure that the proper agent would get my message. @Ford Motor Company this really doesn’t help. Last contact was OVER 2 months ago. My case was escalated at that time and I hear nothing back. Bad enough that back when I first contacted support I had to pay for a round trip home and back because of the agent’s incompetence (and burn a couple of hours of PTO at work). Your customer service needs an overhaul. ??

FWIW, I sent a bug report in by email to [email protected] and never received any acknowledgement at all, to say nothing of a case number.

 

[HuntingPudel]

Another non-update. Someone got back to me shortly after my Feb 10 post. They aksed me the same basic questions as in my first contact and told me that they would get back to me. Still waiting. @Ford Motor Company needs better customer service. ??

 

[WyldStallyn]

Fordpass identified a few potential issues. I'm bringing it to the dealer Tuesday. I have been through every possible troubleshooting step I can think of including using FDRS so it is down to a complete reprogramming of TCU (I left the routine which recommends Ford engineers to walk through the procedure to the dealer) and actually replacing the TCU.

Hopefully I will have a resolution in the near future.

 

[Ford Motor Company]

Fordpass identified a few potential issues. I'm bringing it to the dealer Tuesday. I have been through every possible troubleshooting step I can think of including using FDRS so it is down to a complete reprogramming of TCU (I left the routine which recommends Ford engineers to walk through the procedure to the dealer) and actually replacing the TCU.

Hopefully I will have a resolution in the near future.

Hi there! Can you send us a PM with your VIN and Ford dealership information? I’d be happy to look into this Mach-E concern on my end.

 

[Malacandra]

Hi there! Can you send us a PM with your VIN and Ford dealership information? I’d be happy to look into this Mach-E concern on my end.

@Ford Motor Company - I'm the Original Poster and still haven't heard back from reaching out to [email protected] almost 2 months ago with this problem.

 

[WyldStallyn]

So ... I sent the PM to Ford. They sent me a case number yesterday. This morning I brought the car to the dealership.

They called me and said the case number was marked as canceled. They then went through diagnostics and activated the vehicle to their FordPass and set up PAAK. The setup worked perfectly and the command buttons are there. Of course they think I'm an idiot and told me to stop by later and they would teach me how to set it up.

I'm curious if it will work when I go later. If so then Ford must have done something when the case was opened because the dealership didn't do anything at all.

Follow up will come this evening.

 

[mpshizzle]

@Ford Motor Company - I'm the Original Poster and still haven't heard back from reaching out to [email protected] almost 2 months ago with this problem.

So ... I sent the PM to Ford. They sent me a case number yesterday. This morning I brought the car to the dealership.

They called me and said the case number was marked as canceled. They then went through diagnostics and activated the vehicle to their FordPass and set up PAAK. The setup worked perfectly and the command buttons are there. Of course they think I'm an idiot and told me to stop by later and they would teach me how to set it up.

I'm curious if it will work when I go later. If so then Ford must have done something when the case was opened because the dealership didn't do anything at all.

Follow up will come this evening.

Maybe that's the key. Deactivate your Ford pass account entirely (by doing a master reset in the car) and set up again using a new Ford account and someone else's phone. Perhaps this will trigger something on the back end.


When I first got my car I couldn't set up phone as a key at all for almost a month until something changed on the server back end. Didn't even get a prompt to set it up. Possibly a similar issue here?

 

[HuntingPudel]

@Ford Motor Company - I'm the Original Poster and still haven't heard back from reaching out to [email protected] almost 2 months ago with this problem.

Likewise, I have been struggling with the FordPass support team for 4 months, both over the phone and through email. ??

 

[HuntingPudel]

Maybe that's the key. Deactivate your Ford pass account entirely (by doing a master reset in the car) and set up again using a new Ford account and someone else's phone. Perhaps this will trigger something on the back end.
<SNIP>

I have not tried using someone else’s phone, but I have deleted my profile, done several Master Resets, several PaaK resets, disconnected the 12V battery, deleted the app from my phone, and everything else the FP support people could think of all with no change in behavior. That was all within the first day. Every time I have contact with them, they just have me do the same basic stuff over again (PaaK reset, delete profile, delete app). PaaK works almost perfectly for me. The FP app doesn’t. ???

 

[SnBGC]

Slightly related question...
Does anyone know how to disable that message in FordPass or do I have to just live with it? I have changed my phone 3 times since getting this car and don't feel like going through the effort to set it up again. Not sure I even remember all the steps since it has been nearly a year since I last did that. ???

 

[mpshizzle]

I have not tried using someone else’s phone, but I have deleted my profile, done several Master Resets, several PaaK resets, disconnected the 12V battery, deleted the app from my phone, and everything else the FP support people could think of all with no change in behavior. That was all within the first day. Every time I have contact with them, they just have me do the same basic stuff over again (PaaK reset, delete profile, delete app). PaaK works almost perfectly for me. The FP app doesn’t. ???

Well .. sounds like the phone is the one variable that is in your control that you haven't tried yet ?‍. Either that or make a new Ford pass account with a new email.

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