Forum Discussion
Forgot security pattern to unlock admin profile in infotainment system.
At the initial setup of the admin profile for my 2023 GMC Sierra, I went with the security pattern option and made my mobile phone and trusted device. Aside from some Bluetooth issues it worked okay until there was a problem with the My GMC app crashing for 2 days. When I was finally able to access the app I discovered that my mobile phone was no longer a trusted device and that I could not get access to the infotainment system. I had used my phone as a trusted device for so long that I had forgotten the pattern I had used. I spoke to a couple of people with OnStar and all they could offer was to set up a new user profile and disregard the admin profile. This is not a good fix. Although I can use some of the features, many of the permissions granted to the admin are lost. This was not allow me to manage other user profiles and I am essentially a teen driver with limited capabilities. There has got to be a way to reset the infotainment system to factory settings whereas an admin profile can be set up again, or some backdoor in the programming that would give one access to an existing admin profile. I understand that there are security concerns for everyone who owns a GM vehicle, but there has to be some mechanism built in to reset everything. I assume that this is not a singular issue. I'd like to have the full functionality of my truck. Can someone please help!
7 Replies
We do apologize to hear of any difficulties regarding your vehicles infotainment system. With this, we believe our Connection Center Team is in the best position to assist with this specific concern. You can contact them at 877-558-8352 from 7:00 a.m. - 10:00 p.m. EST, Monday - Sunday. If you have additional difficulties after speaking with this team, please let us know. We are here to provide any support that we can.
I have forgotten the security pattern to unlock the admin profile on my infotainment system. I cannot access the admin settings anymore. Can someone guide me through the process of resetting or recovering the security pattern? I would also like to login to any available recovery system for assistance.
We appreciate you bringing this concern with accessing the features of your vehicle's infotainment system and setting to our attention, Angelica. Our team wants to make sure that your access is restored so that you can get back to what really matters with the features that you love and rely on. For the best assistance, we kindly ask that you send us a private message with your full contact information, as well as your OnStar account number and/or VIN. This information allows us to take a look at things on our end as well as verify you as the account holder. To send us a message, just select the envelope icon at the top right of your screen to get started. When creating a new message, please be sure to enter Advisor_Jack to get connected directly to me. We hope to hear from you again soon. By sending us a message, you consent to the information you provide being monitored and recorded by GM or those acting on GM’s behalf, subject to the GM Privacy Statement: https://www.gm.com/privacy-statement
Did you ever get this resolved? I’m having the same problem - the security pattern was set by the prior owner. Was it OnStar that resolved it or the dealer? I took it to the dealer and they said to contact OnStar. I’ve spent about two hours over multiple phone calls with OnStar and have a pending case they have been working on for two weeks and no one I’ve talked to knows how to fix the problem. I’m amazed OnStar can’t seem to fix this common use case.
We do understand how frustrating those long phone calls and this concern must be. For the best assistance we do recommend continuing to work with your owning case advisor. Our team would be glad to document your outreach in your case. Please send us a private message to OnStar_Support so we can look into this further. Just select the envelope icon at the top right of your screen to get started.
I wanted to post a follow up for my case of a removing an unknown pattern lock in my Silverado EV (I bought the Silverado used with a lock already set).
Apparently OnStar would normally be able to remove the lock remotely by creating a new account and then deleting the old one. In my case OnStar could not see the account with the lock and will require a visit to the dealer to apply TSB Bulletin No.: 25-NA-340 (November 2025) "Clearing Radio PIN from Vehicle with RPOs IVD, IVE and IOK".
My dealer service advisor was not aware of the TSB when I visited them about the problem and it took a month of going back and forth with OnStar for OnStar to figure it out. I have the appointment with the dealer scheduled so hopefully it'll finally get fixed.
We appreciate your connection to share this update and additional insight on the situation with your Silverado EV, @blackev. Our team would be glad to learn more and explore opportunities for assistance while your concerns are addressed by your local dealership. Send us a private message to OnStar_Support to do so. Just select the envelope icon at the top right of your screen to get started.
