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You must use the same email address you provided the Dealer when you bought your vehicle, or that you provided the Advisor during your Welcome Call. That means you may have to create a new account if you do not already have a profile using that email address.  
If you already have a sign-in (email address and password) with OnStar or other GM services, such as your GM Account (chevrolet.ca, buick.ca, gmccanada.ca or cadillaccanada.ca; previously Owner Centre), GM Family First, the OnStar Guardianâ app, etc., you should use that to sign in. 
If you don’t use the correct email address, your account will not link to your new vehicle or services. 

If your correct vehicle isn’t appearing in the app, it is likely an account linking issue. This may be because your account is linked to an old email or you didn’t link your account when you set up your profile.  It could also be because you recently made changes to your OnStar account (such as renewing or upgrading, consolidating multiple accounts, etc.) and the changes have not yet been synched. You can try logging out of and back into the app. If you’re still having trouble, call an OnStar Advisor at (877) 558-8352 for help fixing this issue.

If the mobile app is running slowly or crashing, here are a few things you can try: 
 

• Force-close the app, manually log out and log back in, check for the correct delivery system and then ensure your correct credentials are entered. 
  
• Uninstall the app and then re-install it on your phone. 
• Restart your phone. 
• Check to see if your phone’s operating system is up to date by going to your phone’s settings. If it isn’t, install the latest update. 
• Clear your phone’s cache, which might help improve the device’s speed. You can contact your device manufacturer to learn how to do this. 
• Turn off “Power Saving Mode/Low Power Mode,” if it’s enabled on your phone, and retest. Power saving mode may disable or delay certain app permissions and functions from working properly to conserve battery. 

The approximately two-second hold is an industry standard designed to help avoid accidental presses of the button, so you don’t unintentionally start or unlock your vehicle. When you press the icon, the app will remind you to “Keep Holding” until the command is issued. When the command is successful, the button will say “Sent.”

On some newer models, each time the app is opened, remote commands may take longer than other models to complete (up to 60 seconds, in some cases).  The app will notify you once the command is successful. Any additional remote commands requested in that same session should complete more quickly.

• Open the mobile app and sign in. 
• Select the Account anchor icon, which looks like a circle with initials. 
• Select Manage my Products. 
• Select the vehicle you want to remove. 
• Select Remove and the reason for removing. 

Important: If the above process doesn’t work, in some cases, you may need to contact an Advisor for help removing your vehicle from the mobile app. Call (877) 558-8352 for assistance. 

• Open the mobile app and sign in. 
• Select the Account anchor icon, which looks like a circle with initials. 
• Select Add Product, then Add Vehicle. 
• Enter the VIN and other requested vehicle details, then select Done. 
   

Important: If the above process doesn’t work, in some cases, you may need to contact an Advisor for help adding your vehicle to the mobile app. This would happen if, for example, your vehicle is not activated or if it’s linked to a different account. Call (877) 558-8352 for assistance.