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CerealSpiller's avatar
CerealSpiller
New Contributor
3 years ago
Solved

MyCadillac App - Unable to retrieve account details

Why isn't this working?  I just got a 2019 CT6 and JUST created my account.  I installed the app on my smart phone and can't log in. 
Admin_Nicole's avatar
Admin_Nicole
Community Manager
3 years ago

Thanks for connecting with us. To clarify, have you made sure to link your Cadillac Account with your OnStar account? This is a crucial step for integrating your Connected Services into your app. Be advised, if you are the Owner Proxy or Driver on the account, you must consult with the Owner to authorize this change. If you are the OnStar account Owner, please follow the steps below to link your accounts.

1. Log into your Cadillac Account via Cadillac.com, or experience.GM.com
2. Once logged in, click on "Plans & Services” from the navigation bar
3. Enter either your OnStar account number or your username (email address associated to your OnStar account)
4. Choose your method of verification (email or text message)
5. Select "Send code"
6. Check either your email address or phone to locate the verification code
7. Once found, enter the verification code into the Cadillac Account Website
8. Click "Link account" to finish.

Once you have successfully linked your accounts, please log out and then back into your app with your Cadillac Account credentials. Please be sure you are logging into your app with your Cadillac Account credentials. If you have not activated your OnStar services yet, simply push your blue OnStar button to get started. A live Advisor will gladly assist you further. 

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Why isn't this working?  I just got a 2019 CT6 and JUST created my account.  I installed the app on my smart phone and can't log in. 

","kudosSumWeight":0,"postTime":"2023-02-18T19:04:16.012-08:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:985_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":16394},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"customFields":[],"body":"

Why isn't this working?  I just got a 2019 CT6 and JUST created my account.  I installed the app on my smart phone and can't log in. 

"},"Conversation:conversation:985":{"__typename":"Conversation","id":"conversation:985","solved":true,"topic":{"__ref":"ForumTopicMessage:message:985"},"lastPostingActivityTime":"2023-02-20T06:07:44.758-08:00","lastPostTime":"2023-02-20T06:07:44.758-08:00","unreadReplyCount":2,"isSubscribed":false},"ModerationData:moderation_data:985":{"__typename":"ModerationData","id":"moderation_data:985","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:985_1":{"__typename":"Revision","id":"revision:985_1","lastEditTime":"2023-02-18T19:04:16.012-08:00"},"AcceptedSolutionMessage:message:986":{"__typename":"AcceptedSolutionMessage","id":"message:986","conversation":{"__ref":"Conversation:conversation:985"},"author":{"__ref":"User:user:548"},"revisionNum":1,"uid":986,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:MyBrand_App_Support"},"parent":{"__ref":"ForumTopicMessage:message:985"},"subject":"Re: MyCadillac App - Unable to retrieve account details","moderationData":{"__ref":"ModerationData:moderation_data:986"},"body":"

Thanks for connecting with us. To clarify, have you made sure to link your Cadillac Account with your OnStar account? This is a crucial step for integrating your Connected Services into your app. Be advised, if you are the Owner Proxy or Driver on the account, you must consult with the Owner to authorize this change. If you are the OnStar account Owner, please follow the steps below to link your accounts.

1. Log into your Cadillac Account via Cadillac.com, or experience.GM.com
2. Once logged in, click on \"Plans & Services” from the navigation bar
3. Enter either your OnStar account number or your username (email address associated to your OnStar account)
4. Choose your method of verification (email or text message)
5. Select \"Send code\"
6. Check either your email address or phone to locate the verification code
7. Once found, enter the verification code into the Cadillac Account Website
8. Click \"Link account\" to finish.

Once you have successfully linked your accounts, please log out and then back into your app with your Cadillac Account credentials. Please be sure you are logging into your app with your Cadillac Account credentials. If you have not activated your OnStar services yet, simply push your blue OnStar button to get started. A live Advisor will gladly assist you further. 

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Thanks for connecting with us. To clarify, have you made sure to link your Cadillac Account with your OnStar account? This is a crucial step for integrating your Connected Services into your app. Be advised, if you are the Owner Proxy or Driver on the account, you must consult with the Owner to authorize this change. If you are the OnStar account Owner, please follow the steps below to link your accounts.

1. Log into your Cadillac Account via Cadillac.com, or experience.GM.com
2. Once logged in, click on \"Plans & Services” from the navigation bar
3. Enter either your OnStar account number or your username (email address associated to your OnStar account)
4. Choose your method of verification (email or text message)
5. Select \"Send code\"
6. Check either your email address or phone to locate the verification code
7. Once found, enter the verification code into the Cadillac Account Website
8. Click \"Link account\" to finish.

Once you have successfully linked your accounts, please log out and then back into your app with your Cadillac Account credentials. Please be sure you are logging into your app with your Cadillac Account credentials. If you have not activated your OnStar services yet, simply push your blue OnStar button to get started. A live Advisor will gladly assist you further. 

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