Support>FordPass>Troubleshooting>What do I do if FordPass is not loading on my device?

What do I do if FordPass is not loading on my device?

You can troubleshoot FordPass®* loading issues by using the steps below, which include checking your device compatibility and confirming your connection strength.

Note: Be sure to follow all the steps in order as listed. 

  1. Ensure your device operating system is compatible with FordPass. 
  2. Check for FordPass App updates on your mobile device. If you are unsure if your app version is up-to-date, search for FordPass in your app store.
    • If the update option appears, allow it to take place and try using FordPass again.
    • If FordPass shows as up-to-date, continue to troubleshoot using the steps below.
  3. Log out of the FordPass App and sign back in.
  4. Check your cellular strength and/or Wi-Fi connection.
    1. Wi-Fi connection 
      • If Wi-Fi is turned off, turn Wi-Fi on and attempt to connect.
      • If Wi-Fi is turned on, turn Wi-Fi off and attempt to connect using cellular data.
    2. Cellular connection 
      • If cellular data is turned off, turn cellular data on and attempt to connect.
      • If cellular data is turned on, turn cellular data off and attempt to connect using Wi-Fi.
  5. Write down your username (email used when registering). To access your username:

    Note: These steps only apply to the FordPass 4.X App experience. If you need help using the FordPass 5.X Experience, contact a Guide for additional assistance. If you are unsure which experience you have, confirm your app version.
    1. Select Account in FordPass.
    2. Tap Settings.
    3. Select Contact Information. Your username is listed under the Your Login Information section. 
  6. Log out of FordPass.
  7. Delete FordPass from your mobile device.
  8. Power off your mobile device for 30 – 60 seconds.
  9. Download FordPass again. 
  10. Log back in with your username and password. 

If you are still experiencing issues with FordPass after completing the steps above, contact a Guide for additional assistance. 

More FordPass Information

For more detailed information on FordPass features and functions, visit our FordPass support page and browse by your preferred topic.

Helpful FordPass Support Categories

Additional Information 

How do I get my FordPass account on my new device?
What happens if I lose my device and FordPass is active?
How do I reset my FordPass password?

*FordPass® App, compatible with select smartphone platforms, is available via a download. Message and data rates may apply.