User Terms for Stolen Vehicle Services ("Terms")
Last Updated: July 8, 2024
These Terms for Stolen Vehicle Services (“SVS”, or the “Services”) together with the FordPass Terms and Conditions (available at https://www.ford.com/support/how-tos/fordpass/manage-my-fordpass-account/fordpass-terms-and-conditions/), constitute the entire agreement regarding the Services between you and Ford Motor Company (“we”, “us” or “Ford”). Please review carefully; these Terms are legally binding.
A Few Important Points:
The Services are offered solely to provide assistance in notifying you of potential theft and to potentially aid in the vehicle’s recovery. We cannot prevent vehicle theft or the theft of content contained within the vehicle, or guarantee that any lost or stolen vehicle can be tracked or will be recovered, and are not responsible for any related damage or loss.
You must download the FordPass mobile app and have an active Ford account to utilize the Services. You must also add the applicable vehicle to your FordPass Garage to associate it to your account and complete the modem activation steps. See our How To article if you need help completing the modem activation steps.
Please visit www.ford.com/connectedservices for Services enrollment and cancellation. As part of the enrollment process, you will be required to share personal information such as phone number, email address, home address, name, vehicle make, vehicle model, vehicle year, vehicle color, and VIN if you have not already done so during account creation. Enrollment is required before you can use the Services.
Vehicle GPS and cellular connectivity required for vehicle tracking. Associating the vehicle with your Ford account and activating the modem will enable vehicle location data transmission so that it can be accessed in the case that your vehicle is stolen, subject always to vehicle connectivity and network availability.
A credit card is not required for the one-year plan included with the purchase of the vehicle.
Police report validation with law enforcement is required before we can enable vehicle tracking and assist in potential recovery. Law enforcement response time may vary. Ford will retain data related to a stolen vehicle case is for up to ten (10) years.
Services are only available in the United States (excluding U.S. territories) and Canada.
You must cancel the SVS subscription when transferring vehicle ownership.
Sharing of Information
Concentrix Corporation (“Concentrix”) is Ford’s vendor for the Services’ North American call center (“Call Center”). By signing up for the Services, you are directing Ford to share your information (including, without limitation, name, contact information and vehicle configuration) with Concentrix for purposes of vehicle tracking, and communication with local law enforcement. You acknowledge and authorize Concentrix to contact you for the purpose described above via SMS, email, or telephone (including pre-recorded messages) using an autodialer even if you are on the “National Do Not Call List”. Message and data rates may apply. You also acknowledge that your information and information about your vehicle, including its current location, may be shared with law enforcement once your vehicle is placed in vehicle tracking mode.
Concentrix will work with law enforcement agencies only and will not share vehicle location data or your personal information with any private investigators or companies. Data access requests should be directed to svshelp@ford.com.
Services Description
Initial Requirements
Upon SVS subscription activation, the Factory Reset function within the vehicle will require confirmation through FordPass and mobile device authentication. If you do not have a passcode or biometric log-in authentication enabled on your mobile device, then only confirmation in FordPass is needed to enable a Factory Reset. Once confirmed, the Reset function will be available for a limited time period. If you transfer vehicle ownership, including selling or trading in the vehicle, you must complete a Factory Reset or cancel the service.
If a Theft Protection Alert (“Alert”) is triggered on your enrolled vehicle, the vehicle will start transmitting to Ford available vehicle data (such as make, model, VIN) as well as vehicle location data for twenty-four (24) hours, subject to vehicle connectivity and network availability. A Theft Protection Alert may be triggered by a detected potential break in, movement/incline in the vehicle position, inconsistent location information, or a factory reset attempt. Once an Alert is triggered, this data will be stored in Ford’s cloud for thirty (30) days unless there is an active Stolen Vehicle Services case. If there is an active Stolen Vehicle Service case, the data will be stored as long as the case is active and once closed, the data will be retained for up to ten (10) years, after which it will be deleted.
Provided you have enabled push notifications for FordPass, you will receive the Alert via push notification. If you dismiss the Alert, the vehicle data being stored will be removed from Ford’s cloud and no additional data will be collected in connection with that event. If the Alert is opened and you initiate communication with the SVS Call Center via the FordPass App, the vehicle data being stored in Ford’s cloud will be shared with our Call Center. If you ignore the Alert, the data will continue to be collected and stored in Ford’s cloud where it will remain for up to ten (10) years, after which it will be deleted.
If you are unsure as to why you received an Alert, for your safety, always use caution and good judgement when investigating any Alert from your vehicle to prevent confrontations and/or endangering yourself.
In order to complete SVS subscription activation, please ensure your Vehicle Connectivity Settings are set to “ON” in your vehicle (go to SYNC screen, select ‘Settings’, select ‘Connectivity’ to locate ‘Vehicle Connectivity’). Note, the ability to turn off Vehicle Connectivity Settings will be disabled upon SVS subscription activation.
FordPass app push notifications must be enabled on your mobile device to receive SVS-related push notifications.
Theft Protection Alert
If a Theft Protection Alert (“Alert”) is triggered on your enrolled vehicle, the vehicle will start transmitting to Ford available vehicle data (such as make, model, VIN) as well as vehicle location data for twenty-four (24) hours, subject to vehicle connectivity and network availability. A Theft Protection Alert may be triggered by a detected potential break in, movement/incline in the vehicle position, inconsistent location information, or a factory reset attempt. Once an Alert is triggered, this data will be stored in Ford’s cloud for thirty (30) days unless there is an active Stolen Vehicle Services case. If there is an active Stolen Vehicle Service case, the data will be stored as long as the case is active and once closed, the data will be retained for up to ten (10) years, after which it will be deleted.
Provided you have enabled push notifications for FordPass, you will receive the Alert via push notification. If you dismiss the Alert, the vehicle data being stored will be removed from Ford’s cloud and no additional data will be collected in connection with that event. If the Alert is opened and you initiate communication with the SVS Call Center via the FordPass App, the vehicle data being stored in Ford’s cloud will be shared with our Call Center. If you ignore the Alert, the data will continue to be collected and stored in Ford’s cloud where it will remain for up to ten (10) years, after which it will be deleted.
If you are unsure as to why you received an Alert, for your safety, always use caution and good judgement when investigating any Alert from your vehicle to prevent confrontations and/or endangering yourself.
Communicating with the SVS Call Center and Law Enforcement
You must provide an active law enforcement case number, police report number, or crime report number to the Call Center before it can engage with law enforcement and vehicle tracking can begin. The Call Center will independently verify the information you provide with the applicable law enforcement agency as part of the authentication and verification process.
After an Alert is opened and you have contacted the Call Center either through the “Call Us” button in FordPass or you have reported your vehicle as stolen through FordPass, the Call Center will be prompted to access your vehicle’s location data and subscription enrollment data. You will have to confirm your identity based on information that you have submitted in the Ford account creation process. This is done to verify that an authorized user is reporting the vehicle as stolen. Any authorized user to the vehicle with SVS enrollment enabled will have access to alerts and the ability to contact the SVS Call Center to report the vehicle as stolen.
Vehicle location tracking will be activated by the Call Center only after verification of the police report and customer authentication. Once vehicle tracking has been enabled, Factory Reset will be completely disabled.
A dedicated phone number will be available to contact the Call Center. The Call Center can be contacted from within the FordPass app as well as through a phone call made outside the app.
Call Center agents are available 24/7, 365 days a year and can communicate in English, Spanish, or Canadian French.
Recovery Mode
Vehicle tracking will be deactivated by the Call Center once your vehicle has been confirmed as recovered by you (subject to customer authentication) or the applicable law enforcement agency.
Unrecovered Vehicle
If your vehicle is determined to be not recoverable, we will stop tracking your vehicle with your consent, when the service period ends or is terminated.
SVS Disclaimers
Ford, its affiliates and suppliers have no liability to you if the vehicle is damaged, unrecovered, or not able to be tracked.
There is no guarantee law enforcement will be successful in recovering your stolen vehicle. SVS is dependent on law enforcement agency cooperation and may be subject to varying participation by those agencies in the US and Canada.
The availability of vehicle location data is dependent on cellular and GPS connectivity with the vehicle. Tracking can be affected by the loss of these signals, the coverage in your area, or the vehicle's surroundings. If for any reason, the vehicle loses connectivity, whether it be through deliberate tampering with the vehicle or otherwise, the Call Center will not be able to track the vehicle’s location.
It is possible that you may receive “false positive” alerts. For example, alerts can be triggered by innocuous sources such as unexpected movement, trucks, heavy traffic, wind, weather, etc. If you witness an active theft of your vehicle or any other criminal activity, immediately call emergency services (911). Do not engage with potential criminals or active criminal or potentially dangerous activity.
The SVS Call Center does not provide emergency services. Customer calls to the Call Center with exigent circumstances will be directed to law enforcement.
One-Year Plan Included
Customers who purchase or lease eligible Ford vehicles will receive the SVS plan included for one-year with vehicle purchase. There is only one included plan per VIN. The plan period starts on your vehicle’s warranty start date, and not your enrollment date. Failure to promptly enroll in the Services will result in lost time under your plan. For example, if you enroll for the Services 60 days after your vehicle’s warranty start date, you will only be able to utilize the Services for the subsequent 305 days, at which time your one-year plan will expire. In order to continue using the Services at the end of your one-year plan, you must purchase a subscription for the Services.
If a vehicle is reported as stolen and the customer has engaged SVS, the Call Center will continue to monitor their system for that vehicle and work with law enforcement until the plan expires, the service is terminated, or the vehicle changes ownership and the new owner terminates SVS on the vehicle.
SVS Limitations
SVS is not available for Over Seas Military Company sold vehicles nor vehicles enrolled as fleet vehicles. SVS is an available feature for retail customers of properly equipped vehicles only. Commercial customers should refer to Ford Pro for available connected vehicle services.
The SVS Call Center will not enable any remote features or functionality on a vehicle. The Call Center will only communicate with law enforcement to provide vehicle location information to assist in the recovery of a stolen vehicle.
The Call Center will not be able to work with Mexican Law Enforcement Agencies if a vehicle registered in the U.S. or Canada crosses the U.S./Mexico border into Mexico. Please contact us in this situation for any available options.
SVS is not part of the Perimeter Alarm System or Passive Anti-Theft System.
SVS does not offer roadside assistance or collision assistance. Customers can find out more about those services at the following locations:
Roadside Assistance: https://www.ford.com/support/category/service-maintenance/roadside-assistance/
Collision Assistance: https://collision.ford.com/collision-assistance