My Cadillac App failing to Remote Start

[caddycoupeATS]

for the past three weeks. My Cadillac app has not allowed me to remote start, lock or unlock my car. I have been on the phone with Onstar around 20 times and spent more than 30 hours dealing with this issue. I uninstalled and reinstalled the app. I’ve called Onstar from my car and opened up two cases, and yet nothing has been corrected .  It also doesn’t show me any other statistics for my car.   I pay for the essentials plan, which includes this, and unable to use it for the past three weeks.  the dealership says it’s not their issue and they wouldn’t be able to fix it so I’m at the mercy of the Onstar team who still hasn’t figured out what’s going on. Does anyone have this problem? what’s the solution? 

[Advisor_Chris]

This certainly is not the experience we want for our members. Our team would be happy to look into this further. If you continue to have trouble, please send us an email with additional details to socialmedia@gm.com with "ATTN: OS Community/caddycoupeATS" in the subject headline. Our team will keep an eye out for your reply. 

[Tinamkrueger]

I have this same issue with no resolution.  I have called and completed all the problem-solving techniques requested.  This has been going on for the 3 to 4 months for me.  Very frustrating to pay for this feature and not be able to use it.  This morning I continue to problem-solve because I had a near miss with accidentally locking my fab in the car (which I'm told should not be possible). When you invest in a vehicle such as the Escalade ESV as well the convenient app, it should work and the helpline support SHOULD know how to fix it not just leave you hanging out there. So frustrated!

[Advisor_Helen]

We understand your frustrations, Tina. Thank you kindly for bringing this situation to our attention. We would like to take a further look into your account and assist with any ongoing concerns. So we may, kindly send us an email to socialmedia@gm.com with ATTN: OnStar Community/Tinamkrueger in the subject headline. Our team would be more than happy to update your case and request contact on your behalf. 

[Justmike]

I am having the same issue on my 2022 Cadillac XT6. The vehicle status of my car does not show up. It was working when I first set it up but is no longer working. Cannot use remote start . How do I resolve this issue?

[Advisor_Helen]

Thank you for bringing these mobile app concerns to our attention. Our team does regret to hear of any ongoing trouble with accessing Vehicle Status Updates or the Remote Key Fob. As an initial troubleshooting step, we do recommend uninstalling and reinstalling the myCadillac mobile app from your device. If you have already attempted this troubleshooting listed above, kindly let us know, and provide any error codes you might be seeing within the app. This will allow us to further investigate your concerns. We hope to hear from you. 

[Justmike]

I tried all troubleshooting actions to no avail. Here is my Home Screen.

 

[Advisor_Helen]

Thanks for following up with us, Mike. Please feel free to forward this screenshot to our team via email at socialmedia@gm.com with ATTN: OnStar Community/Justmike in the subject headline. We will keep an eye out for your reply in the meantime.