Update for Mustang Mach E Edge Owners

[Jimrpa]

So this is why I can't have nice things
I decided to try what @generaltso already tried and remove my car from my account and re-add it. Bad idea. Don't do that. First, it doesn't work. The vehicle is still a Mustang Mach E F Edge. Second, and more importantly, if you DID have Phone as a Key set up, that goes away and you can't get it back (at least I couldn't).
After spending about an hour messing around with Phone as a Key, I finally gave up and called FordPass. I got a very nice, competent agent, who's actually HEARD of this problem already. Apparently there are Mustang Mach Es that Ford thinks are Edges and F-150s that Ford thinks are Edges as well. And the problem is in their back-end systems because when they enter the vehicle VIN in their systems, the vehicle definitely shows up as an edge. The bad news is that, since edge doesn't have Phone as a Key, they can't help me get Phone as a Key going. The good news is that, since they're seeing this problem, they know how to escalate it to Engineering to get it corrected. They open a ticket, take some information from me (contact info, what type of phone and operating system version), and then go over the process at a high level. It takes roughly 1-2 business days for Engineering to pick up the ticket out of the queue, then roughly 7-9 business days for Engineering to resolve the ticket. The recommendation was that, if I don't get a call back after 11 business days, I should call the FordPass contact center back and ask for information on the ticket. I was told I could call back sooner and ask for an update but that I may not always be able to get very much information if Engineering hasn't compiled enough information to put into the ticket.
So now, I wait... Hey, I waited for how long to get the car? I think I can carry the fob for a couple of days, right? This isn't like the people who had dead 12V batteries or something. And hopefully, after it's resolved, I'll be able to join the super-secret league of Early Access Owners (which is what I really want)

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[generaltso]

I tried to warn you

I have a ticket open as well and plan to call every couple of days to check for updates. I was eventually able to get PaaK working again though. You do need to reset PaaK from the car to remove all existing PaaK associations. After doing that I was able to add PaaK again successfully, but it didn’t work. Then I updated FordPass to 3.22.0 and it started working again. The incorrect Edge tag is definitely the problem with joining Early Access, but I don’t think that’s the issue with PaaK.

 

[Jimrpa]

I tried to warn you

I have a ticket open as well and plan to call every couple of days to check for updates. I was eventually able to get PaaK working again though. You do need to reset PaaK from the car to remove all existing PaaK associations. After doing that I was able to add PaaK again successfully, but it didn’t work. Then I updated FordPass to 3.22.0 and it started working again. The incorrect Edge tag is definitely the problem with joining Early Access, but I don’t think that’s the issue with PaaK.

Yes, you did - I'm pretty slow though and have to touch the stove a few times before I find out it really IS warm
I'll give that a shot - resetting PaaK from the vehicle and see if that does the trick. Basically, it was going all the way through to generating the temporary PIN, then on the next screen, where the pop-up window appears "communicating with car" (or something similar), that window stayed up for a while, then timed out saying something to the effect that it had trouble communicating with the car and if it persisted to contact a FordPass guide. I hit the try again several times, then I canceled out and tried the process all over again. I went through that cycle several times, then I called FordPass. I also connected my phone via Bluetooth instead of via CarPlay, thinking that might be the case, and the vehicle was connected to my home network. Oh well.

 

[generaltso]

Yes, you did - I'm pretty slow though and have to touch the stove a few times before I find out it really IS warm
I'll give that a shot - resetting PaaK from the vehicle and see if that does the trick. Basically, it was going all the way through to generating the temporary PIN, then on the next screen, where the pop-up window appears "communicating with car" (or something similar), that window stayed up for a while, then timed out saying something to the effect that it had trouble communicating with the car and if it persisted to contact a FordPass guide. I hit the try again several times, then I canceled out and tried the process all over again. I went through that cycle several times, then I called FordPass. I also connected my phone via Bluetooth instead of via CarPlay, thinking that might be the case, and the vehicle was connected to my home network. Oh well.

That‘s what mine did too until I reset PaaK from the car, so you should try that.

 

[TheSeg]

Great minds think alike apparently, for I also was on the phone for my "Mach-E Edge". I have a ticket number, but you provided much more information than I was given.

As for PaaK: Mine always (mostly) worked. You do need to reset your PaaK on the car itself before you can get it back in working order on your phone. Sorry I forgot the steps, but you don't need to do a full system reset. There's a PaaK only reset option above the full reset.

 

[JamieGeek]

I must be different as I have a Mach-E Expedition...much bigger:

Note that the picture is correct but it still says 2021 F Expedition ("Mach-E" is the name I typed in for the car).

 

[Jimrpa]

I must be different as I have a Mach-E Expedition...much bigger:

Note that the picture is correct but it still says 2021 F Expedition ("Mach-E" is the name I typed in for the car).

Yep. That’s it. First time I’ve heard of a Mach E Expedition. Actually, until today, I didn’t even know Mach E F-150s existed! I wonder what’s going to happen when the F-150 Lightning launches? Will they have F-150 Lightning Escapes? ?

 

[NoMoShocks]

What I want to know is if I need to haul or tow something, can Ford update me to an F-150 for the day and then revert me back to a Mach E when I finish hauling or towing?

 

[generaltso]

I must be different as I have a Mach-E Expedition...much bigger:

No fair! ?

 

[ChasingCoral]

I must be different as I have a Mach-E Expedition...much bigger:

Note that the picture is correct but it still says 2021 F Expedition ("Mach-E" is the name I typed in for the car).

Isn't that the GT?

 

[generaltso]

It's been a couple of days, so I called FordPass Support to check on my ticket. They said it was picked up by Engineering this morning and is labeled as high priority. What that means is anyone's guess, but maybe it's progress.

 

[Jimrpa]

Great minds think alike apparently, for I also was on the phone for my "Mach-E Edge". I have a ticket number, but you provided much more information than I was given.

As for PaaK: Mine always (mostly) worked. You do need to reset your PaaK on the car itself before you can get it back in working order on your phone. Sorry I forgot the steps, but you don't need to do a full system reset. There's a PaaK only reset option above the full reset.

Just did the reset on the car itself and that worked perfectly! Thanks!

 

[AllenXS]

So this is why I can't have nice things
I decided to try what @generaltso already tried and remove my car from my account and re-add it. Bad idea. Don't do that. First, it doesn't work. The vehicle is still a Mustang Mach E F Edge. Second, and more importantly, if you DID have Phone as a Key set up, that goes away and you can't get it back (at least I couldn't).

I removed my app and loaded back up while out of town without the fob.
I remember deleting the PAAK from the car using my backup password and then being able to re-install it fresh. Be easier with the fob. Tidied it up a bit and its been working fine since.

Seems like a data error with loading the VIN. Must have been close to lunch time when they entered it.

 

[TheSeg]

This afternoon I got a "we're looking into it" email from an "In-Vehicle Technology Research Escalations Specialist" on the "Ford CX Team".

Nothing else to report yet. I do want to let everyone know I'm making sure they know it's not just me having this issue. This is the kind of issue that doesn't make itself apparent as we may be classified as not Mach-E owners in some reports. I only consider this solved when everyone effected can get this fixed.

 

[Jimrpa]

This afternoon I got a "we're looking into it" email from an "In-Vehicle Technology Research Escalations Specialist" on the "Ford CX Team".

Nothing else to report yet. I do want to let everyone know I'm making sure they know it's not just me having this issue. This is the kind of issue that doesn't make itself apparent as we may be classified as not Mach-E owners in some reports. I only consider this solved when everyone effected can get this fixed.

Do you also have a Mustang Mach E F Edge?

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