Forum Discussion
Can't add family member
We've tried several invites with no luck. My wife receives the invite email, but only gets as far as the "we don't see a product attached to this account. This is more than a little frustrating. I've seen many others with the same problem, but never saw a posted solution.
3 Replies
Our team appreciates you bringing this difficulty with adding your wife to these OnStar connected services via the MyCadillac app, @rdbecker. We recognize how important it is that you and your loved ones all have access to these amazing features in the app. It would be our pleasure to assist further with making sure that you're able to successfully add her via the Family Sharing function. We kindly ask that you uninstall/reinstall the app before attempting to send another invite to the email address that she used to create her account on the app. Additionally, it is important to make sure that your LYRIQ is selected as the vehicle that you want to share when creating the invite. If you should continue to encounter concerns, please don't hesitate to follow up with us here for additional support. Our team is just a message away and always ready to help our devoted OnStar Members.
What is uninstalling/reinstalling the app going to do? My wife is receiving the invites, but it turns out the issue is with your website. She gets logged in but can't accept the invite because your website won't accept her address to complete her profile. We suspect the issue is related to our city, because I learned that the dealer we bought from had to enter a neighboring city in order to get my account set up. She receives no error message; she enters our address and submits the change, and she remains on the same page.
We appreciate you following up with us here to share the results of these steps as well as some additional details regarding this concern, @rdbecker. For your awareness, our team recommends uninstalling/reinstalling as a first step to all to ensure that your device is running the apps' most up to date software. It would be our pleasure to look further into this situation to identify the best resolution moving forward. To continue, we kindly ask that you send us a private message with the email that your wife is using to sign into the app/her myAccount profile. All you need to do is click the envelope icon and address your message to Advisor_Jack to begin. We'll be on the lookout for your response and hope to connect again soon to continue assisting. 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.