Troubleshooting Issues With the myChevrolet mobile app

Make sure you’re using the same email address that you gave your dealer when you purchased your vehicle. If you don’t already have a mobile app account, you may need to create one using that email address.

Here are a few tips:
 

• Your sign in (username) is the email address you gave your dealer.  
  
  
• If you don’t use the right email address, your account won’t link with your new vehicle.
  
  
• If the app won’t let you create an account with this email address, it may be because you already have an account under that address. You should sign in with that account that’s already created. 
  
  
• If you’re trying to create a new account, it may take up to 5 minutes for your verification email to arrive. If it still doesn’t arrive after 5 minutes, check your email’s spam folder and double-check that your email address was spelled correctly.
  
  
  • If you request a new verification code, wait for the new code to arrive — do not try to use the old code previously sent.

If you forgot your password, tap the Forgot Password link on the sign in screen and follow the prompts to reset your password. You’ll choose how you want to receive your reset code, either by email or text, and then enter that code in the app to reset your password. This code is only valid for 30 minutes. 

If multi-factor authentication isn’t working in the mobile app, here are a few things you can try: 

• Sign in to your vehicle account online and check the phone number stored in your profile. You can change the phone number in your profile, if it’s not up to date.
  
  
• Confirm the email or phone number shown in the app matches the email/phone being used.
  
  
• Confirm the multi-factor authentication method shown in your My Account profile is correct (SMS, email or authenticator).
  
  
• If you’re using SMS/text to receive the code:
  
  
  • Make sure you have good cellular network coverage.
    
    
  • Confirm device- and app-level notifications are enabled.
    
    
  • Ensure Do Not Disturb mode is NOT enabled.
    
    
  • Text YES to the number 39621 to make sure you haven’t opted out of text messages.
    
    
  • Re-send the code; then wait 2 to 3 minutes to receive and re-enter the code. Each code expires after 10 minutes.
    
    
  • Turn off the Do Not Disturb setting for text messages.
     
• If you’re using email to receive the code:
   
  • Check your email’s spam folder.
    
    
  • Try adding gm@account.gm.com as a saved contact in your email address book. Then, try re sending the code.
     
• Try signing in again and waiting up to 10 minutes for the two-factor code to arrive. Don’t use the old code previously sent, which could cause you to get locked out of your account.
  
  
• In your online account, you can try changing your multi-factor authentication delivery method: Log-in to the mobile app > Menu anchor (which looks like a circle with initials) > Account > Log In & Security > Multi-Factor Authentication.

 If your correct vehicle isn’t appearing in the app, it is likely an account linking issue. This may be because your account is linked to an old email or you didn’t link your account when you set up your profile. It could also be because you recently made changes to your OnStar account (such as renewing or upgrading, consolidating multiple accounts, etc.) and the changes have not yet been synched. You can try logging out of and back in to the app. If you’re still having trouble, press your blue OnStar button or call an OnStar Advisor at (877) 558-8352 for help fixing this issue. 

If the mobile app is running slowly or crashing, here are a few things you can try:

• Force-close the app, manually log out and log back in, check for the correct delivery system and then ensure your correct credentials are entered. 
  
  
• Uninstall the app and then reinstall it on your phone.
  
  
• Restart your phone.
  
  
• Check to see if your phone’s Operating System is up to date by going to your phone settings. If it isn’t, install the latest update.
  
  
• Clear your phone’s cache, which might help improve the device’s speed.
   
  • iOS instructions
    
    
  • Android instructions
     

Turn off “Power Saving Mode/Low Power Mode” if it’s enabled on your phone, and retest. Power saving mode may disable or delay certain app permissions and functions from working properly to conserve the battery.