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FAQs

911 Calls

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Can I continue an in-progress call that 911 Assist has placed if I leave my vehicle?

Yes. When you power your vehicle OFF and open the door, the call will transition to Privacy Mode and you can continue the conversation on your mobile phone handset.
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Can SYNC place a call to 911 if my media player is playing at the time of an accident?

Yes. In the event of an accident, SYNC will override your media device to place a call to a 911 operator.
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How do I cancel a call that 911 Assist is placing to 911?

There is a 10-second delay before 911 Assist places a 911 Assist call. During this time, SYNC plays an audio message in the vehicle that says, “SYNC will attempt to call 911. If you wish to cancel this call please press and hold the PHONE BUTTON.” This message also displays on y...
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If I have an accident and my mobile phone is thrown from the vehicle, will 911 Assist still work?

In order for the 911 Assist service to place a call to 911, a previously paired and connected phone must be within Bluetooth range of SYNC at the time of the incident. For more information about what’s necessary for 911 Assist to work properly, view...
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If I have more than one previously paired phone in my vehicle, which phone does 911 Assist use to place a 911 call in the event of an accident?

911 Assist will attempt to place the 911 call using whichever paired mobile phone is currently connected to SYNC via Bluetooth.
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Is it possible for 911 Assist to fail to place a call to 911 in the event of an emergency?

Due to the extremely unpredictable nature of accidents, yes, this is possible.
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What are SYNC's Driver Services?

In addition to hands-free calling and playing music, SYNC offers Driver Services: SYNC's Vehicle Health Report* service allows you to monitor your vehicle's health. If you're not able to make an emergency call, SYNC's 911 Assist* will connect you to an 911 operator....
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What happens if my mobile phone's call signal drops after 911 Assist places the call or afterwards, while I'm talking to a 911 Operator?

In most cases, the 911 operator receives your mobile phone number when your call connects and can attempt to call you back. If you get disconnected, 911 Assist may be unable to redial 911, so always be prepared to use your mobile phone handset.
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What if 911 Assist initiates a call to 911, but I don't want it to make the call?

Before 911 Assist places a call to 911, SYNC will wait ten seconds to allow you to cancel the 911 call.
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What if I'm in an accident and my mobile phone's battery is dead; will 911 Assist work?

No. In order for the 911 Assist to work, your phone must have power.
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What is necessary to make sure 911 Assist works properly?

In order for 911 Assist to work properly: A Bluetooth enabled mobile phone must be ON, previously paired and connected to SYNC. 911 Assist must be enabled (set ON) in the vehicle. The vehicle must have battery power and the ignition must be in the ON or Accessory posit...
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Will 911 Assist place a call to a 911 operator even if I turn my vehicle OFF immediately following an accident?

No. Your vehicle must be ON in order for SYNC to make any call, including a call to 911. Your vehicle's power remains ON for 10 minutes after you turn OFF the ignition key, as long as the vehicle's battery system has not been damaged. During this 10-minute period, if you open the vehicle's...
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Will 911 emergency responders know my vehicle location if I am unable to provide it?

Emergency responders will be able to find your vehicle if your mobile phone and mobile network transmits location data required by the Enhanced 911 (e911) requirements. Most new mobile phones and most mobile networks have GPS systems that comply with e911. However, you shouldn't assume tha...
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Will I be able to speak with a 911 operator after 911 Assist places a call to 911?

Yes. You can speak directly to a 911 operator hands-free through SYNC.
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