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FAQs

Mobile Phone

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Are there any additional mobile phone charges when I use the SYNC Vehicle Health Report service?

The SYNC Vehicle Health Report service is offered at no additional charge by Ford Motor Company, however mobile phone text message* or voice charges may apply. Please consult your mobile phone service plan. *Cellular phone message and data rates may apply when using Short Message S...
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Can I run a Vehicle Health Report if my mobile phone is not paired and connected with SYNC?

No. The mobile phone associated with Vehicle Health Report in your SYNC account must be turned ON and paired and connected with SYNC in order to run a Vehicle Health Report. To change the mobile phone associated with Vehicle Health Report, visit...
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Can I use another mobile phone with SYNC's Driver Services?

You can use SYNC's hands-free calling and 911 Assist features with any previously paired and connected mobile phone. However, SYNC's Driver Services can be accessed through the Active mobile phone, only. You can change the Active mobile phone number at any time, however, only one mo...
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Can my mobile phone receive Vehicle Health Report SMS text messages*?

In order to receive Vehicle Health Report Report-Ready notifications and Urgent Diagnostic SMS text messages* please be sure: 1. Your mobile phone can receive SMS text messages. 2. Your mobile phone carrier is one supported by SYNC. View:...
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Can SMS text message* Vehicle Health Report alerts be sent through all mobile phone carriers?

Although many mobile phone carriers are supported, currently, not all of them are supported. If your mobile phone carrier is not listed, we are not able to send you SMS text messages at this time. As we update this list, please check back soon. In the meantime, you can receive Veh...
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Do I need a data plan on my mobile phone in order to use Vehicle Health Report?

No. You don't need a mobile data plan to use the SYNC Vehicle Health Report service. The SYNC Vehicle Health Report service is offered at no additional charge by Ford Motor Company, however mobile phone text message* or voice charges may apply. Please consult your mobile phone...
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Does Call-Blocker on my mobile phone affect the SYNC Vehicle Health Report service?

Yes. When you run a Vehicle Health Report, SYNC uses your mobile phone to transmit vehicle information to Ford Motor Company. When you run a Vehicle Health Report, you'll need to turn off Call-Blocker.
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How can I validate my mobile phone number as Active if I can't receive SMS text messages?

If your carrier is not listed, we are not able to send a SMS text message to this mobile phone. In this case, the owner of this mobile phone can request that the other SYNC Account holder make this number IN-Active by making another mobile phone number Active in the original SYNC account. After this...
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How do I change my Active mobile phone?

SYNC's Driver Services, such as Vehicle Health Report, are accessed through the mobile phone number you select as Active in your SYNC owner account. To change the status of a mobile phone to Active, please log in to your SYNC account, choose Account Settings, then Account Information. Y...
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How do I receive Vehicle Health Report Report-Ready notifications?

When you set your Vehicle Health Report preferences online, you select how you prefer to be notified when your Vehicle Health Report is ready. You can choose to be notified via email or SMS text messages* sent to your mobile phone. If you choose to receive Report-Ready notification...
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How do I receive Vehicle Health Report Urgent Diagnostic messages?

When you set your Vehicle Health Report preferences online, you choose whether or not you want to receive Urgent Diagnostic messages via SMS text message*. Mobile phone text messaging charges may apply. Please consult your mobile phone service plan. *Cellular phone message and data...
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How does SYNC know which mobile phone to connect to?

Once a phone is paired to SYNC, every time you turn on SYNC, SYNC will attempt to connect to it. SYNC will attempt to connect first with the Primary phone, regardless of the presence of other previously paired phones, then if the Primary phone is not found it will connect with the phone that it was...
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How does SYNC send my vehicle's information to Ford Motor Company?

SYNC uses your paired and connected mobile phone to send certain diagnostic information from your vehicle to Ford Motor Company.
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How many phones will SYNC support and which one will it respond to?

You can pair up to 12 mobile phones with SYNC, however SYNC responds only to the mobile phone to which it is currently connected. When you turn on SYNC, it will automatically search for the phone that has been set as the Primary phone. If the Primary phone is not found, SYNC will connect to the most...
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How much does the SYNC Vehicle Health Report service cost?

The SYNC Vehicle Health Report service is offered at no additional charge by Ford Motor Company. Mobile phone text messaging* or voice charges may apply. Please consult your mobile phone service plan. *Cellular phone message and data rates may apply when using Short Messag...
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I didn’t get my confirmation text message. Why?

If you attempted to sign up for SMS text message* alerts for Vehicle Health Report Report-Ready notifications and Urgent Diagnostic messages, and did not receive a confirmation text message on your mobile phone, it may be because your mobile phone may not be capable of text messaging, or if it is, t...
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I have more than one mobile phone; which mobile phone should I use when I run a Vehicle Health Report?

The mobile phone number you select as Active in your SYNC account is the mobile phone that will be used to access all SYNC's Driver Services*, including Vehicle Health Report. To change the Active mobile phone visit your SYN...
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I have requested a PIN to be sent by text message to a mobile phone and I have not received it, why?

There may be a few reasons why you have not received the text message containing the PIN: Is the number of the mobile phone you typed in the number to which we are sending the text message containing the PIN? If not, please re-enter the number and request the PIN. Is your carrier...
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I requested SMS text messages for notification of Vehicle Health Report Report-Ready alerts, but got an email notification instead. Why?

If you attempted to sign up for SMS text message* alerts for Vehicle Health Report notifications and Urgent Diagnostic messages, and received an email message instead of a confirmation text message on your mobile phone, it is most likely because we do not support your mobile phone carrier at this ti...
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I signed up to receive email notifications of Vehicle Health Reports, but I haven’t received any. Why?

If you have not received an email from syncinfo@ford.com confirming the activation of the Vehicle Health Report service and your choice of notification: 1. Please add syncinfo@ford.com to your Safe Sender list in your email application. Please also check your spam or junk mail folder for...
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I signed up to receive SMS text message* notifications of Vehicle Health Report Report-Ready alerts and Urgent Diagnostic messages, but I haven’t received any. Why?

If you chose to be notified of Vehicle Health Report Report-Ready alerts and Urgent Diagnostic messages by SMS text messages* and have not received any there may be a few reasons why: 1. Your mobile phone carrier is currently not supported by SMS text messaging. View:...
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I upgraded my SYNC, do I need to re-pair my mobile phone?

The 911 Assist and Vehicle Health Report upgrade and the Traffic, Directions and Information update all require that you pair your mobile phone again with SYNC and re-download your contacts from your mobile phonebook. We also recommend deleting the previous Bluetooth-SYNC connection that was on you...
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If I get a new mobile phone or a new mobile phone number, will I still have access to Vehicle Health Report?

SYNC's Driver Services, such as Vehicle Health Report, are accessed through the mobile phone number you select as Active in your SYNC owner account. If you get a new mobile phone number, you'll need to add it to your SYNC account and select that number as Active. Then, be sure you p...
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What is an Active mobile phone number?

You can use SYNC's hands-free calling and 911 Assist features with any previously paired and connected mobile phone. However, SYNC's Driver Services, such as Vehicle Health Report and Traffic, Directions and Information, are accessed through the Active mobile phone. Before accessing...
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What is the difference between my mobile phone being paired with SYNC and connected to SYNC?

Pairing is a one-time process that authenticates your mobile phone to SYNC through Bluetooth wireless technology. Once a phone is paired to SYNC, every time you turn on SYNC, SYNC will attempt to connect to it. SYNC will attempt to connect first with the primary phone, regardless o...
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What is the SYNC Vehicle Health Report service?

Wondering if your vehicle's operating systems are performing properly? Just say "Vehicle Health" and you'll create a personalized online report for your vehicle. Vehicle Health Report shows you vehicle diagnostics, scheduled maintenance information and recall information, and lets you schedule servi...
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Which mobile phone carriers can SYNC send Vehicle Health Report SMS text messages* through?

Although many mobile phone carriers are supported, currently, not all are supported. If your mobile phone carrier is not listed, we are not able to send you SMS text messages at this time. We update this list, so check back soon if your carrier is not listed yet. Mobile...
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Why does the Vehicle Health Report service need to know my mobile phone number?

SYNC uses your mobile phone to send certain information about your vehicle. The Vehicle Health Report information sent to Ford Motor Company from your vehicle includes the phone number of the mobile phone sending the information. That way Ford Motor Company knows the correct SYNC account fo...
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Will the Auto Report feature initiate if I am on a call?

No; after you've completed your call, Auto Report will display the message: Run Report? on your radio screen. To change your Auto Report prompts, view How to change your Vehicle Health Report Settings.
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