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TROUBLESHOOTING INFORMATION ON PLANS AND SERVICES

Setting up or signing in to My Account is the easiest way to find information about your plans and services, including SiriusXM® and OnStar® and Connected Services. To sign in,

1. Go to Cadillac.com.

2. Select the account icon.

My Account

3. Sign in to My Account.


Check below if you still need help finding the information you need.


Symptoms/Troubleshooting Steps

Symptoms/
Troubleshooting Steps


Signing In/Set Up

Trouble Signing in to My Account

Forgot password

  1. On the sign-in page, select the Forgot Password link.
  2. Enter the email address associated with your account.
  3. You’ll get an email with a link to reset your password. Select the Reset Password button in the email within 30 minutes. 
  4. You’ll then be able to create a new password.

Forgot sign-in email

  • If you don’t remember the email address associated with your account or no longer have access to that email, call (877) 558-8352 for help.

Change sign-in email or password

1. Go to Cadillac.com.

2. Select the account icon.

My Account

3. Sign in to My Account.

4. Select the Security tab.

a. In the desktop view, the Security tab will appear on the left side of the screen.
b. In the mobile view, the Security tab will appear along the top of the screen. You may have to scroll left or right to see it.

5. In the email or password section, select the Change link.  
6. Change your email or password.
7. Reenter your original password to confirm.

If you change your email address, you’ll receive a verification link to the new email address. You’ll need to click the Confirm Email button in the email and sign in within 30 minutes to verify your new email address.

Your new email address and password will serve as the sign-in credentials for My Account.


Expired password link

If you’ve waited longer than 30 minutes to sign in from your password reset email, you’ll need to request a new password link. See Forgot password above for instructions.
 
It can take up to 15 minutes for your password reset email to arrive. If you don’t receive anything, please check your spam or junk mail folders before requesting a new link.  


Trouble Finding My VIN (Vehicle Identification Number)

Your VIN has 17 alphanumeric characters. You can find it on:

 

  • The driver’s side of the dashboard where the dashboard meets the windshield (it’s best viewed from outside the vehicle)
  • The driver’s door frame — open the driver’s door and find the VIN sticker
  • Your vehicle’s registration or insurance card
  • Your monthly diagnostics report email  

Incorrect vehicle showing
If any vehicles associated with your email address aren’t yours, please click on the Remove vehicle link next to it and then select the reason.  


Trouble With the System Not Recognizing My VIN 

If your vehicle has an active OnStar® and Connected Services plan, you'll need to call 1-888-466-7827 to add or remove it from My Account. If your vehicle does not have an active plan, you can add or remove it online through My Account.  

1. Go to Cadillac.com.   

2. Select the account icon.

My Account

3. Sign in to My Account.

4. Select the account icon. The account panel will display.

My Account

5. Select Manage Vehicles.
6. Select the Add Vehicle button.
7. Enter your vehicle’s Vehicle Identification Number (VIN).


If the system doesn’t recognize your VIN, try reentering it — it must match exactly. If your VIN is still not recognized, call 1-866-694-6546 for assistance.
 
Note: The system won’t recognize your vehicle if it was purchased outside the United States. If you purchased your vehicle in Canada or Mexico, create an account on my.gm.ca or my.gm.com.mx.
 
The system may not recognize your VIN if your vehicle is a new purchase. Sometimes it takes a while for the VIN to appear in GM systems. If you have a new purchase and you are sure that you entered the VIN correctly — yet the system still does not recognize your VIN — register your vehicle by Year, Make and Model.  


On the Manage Vehicles page (see above for navigation instructions):
 

1. Select the Add Vehicle button, then register by Year, Make and Model from the bottom of the page. Click Save.

2. Return to the Edit Vehicle Information page and enter your VIN, then click Save and Finish. Once your vehicle is in the GM system, information specific to your vehicle will be displayed.  


OnStar and Connected Services

Finding My OnStar and Connected Services Plan Information

To find information on My Account:

1. Go to Cadillac.com.   

2. Select the account icon.

My Account

3. Sign in to My Account.

4. Select the Plans & Services tab.

a. In the desktop view, the Plans & Services tab will appear on the left side of the screen.
b. In the mobile view, the Plans & Services tab will appear along the top of the screen. You may have to scroll left or right to see it.

5. Information on your OnStar and Connected Services plan(s) should display.


Other sites with plan information:

  • View general plans and pricing information here
  • Visit the My Plans page to view details related to your current plan
  • Visit the OnStar and Connected Services Shop to browse specific offers and monthly or annual pricing options for all plans available to you

OnStar and Connected Services Help 

Push the blue OnStar button in your vehicle or call (888) 466-7827 anytime to activate or renew services.
 
To speak with an advisor about payments, call (888) 466-7827. You can also view recent OnStar and Connected Services payments online on your Payments Page.  


GM Financial

Trouble Signing in to My GM Financial Account 

To register and access account information, download the GM Financial Mobile app for Android or iOS or visit www.gmfinancial.com. You will need:  
 

  •  Your account number, which can be found on your welcome packet or billing statement
  • The last four digits of your Social Security number  

If you are having trouble signing in, you can request an email reminder or password reset at gmfinancial.com/myaccount or in the GM Financial Mobile app.
If you answer your security questions incorrectly five times, your account will be locked for security reasons. To unlock your account, call (800) 284-2271.  


My GM Financial Billing Statement Hasn’t Arrived 

Due to postal delays, digital statements are often available several days before paper statements are delivered. You can view your statements through your online GM Financial account and through the GM Financial Mobile app.
 

Consider going paperless to avoid delays. The next time you sign in to your account, select the option for paperless delivery of your billing statement.


GM Financial Help

Go to the GM Financial Help page and send a message to the Customer Experience team by clicking the Message Now button.
 
Note: If the Message Now button does not appear, please try again during support hours:
7 a.m. to 6 p.m. (Central) Monday through Friday
9 a.m. to 1 p.m. (Central) Saturday
 
Call a Customer Experience Representative toll free at (800) 284-2271.
Hearing Impaired TDD/TTY Services: (888) 998-0253.


SiriusXM

Trouble Finding My SiriusXM Information 

Sign in to care.siriusxm.com for options in managing your account, including: 

  • Updating your sign in information  
  • Updating your contact information  
  • Paying your bill  
  • Adding a radio  
  • Adding streaming service  
  • Updating payment information   

Refreshing Your Radio  
If your trial subscription is not yet active, or if you’re not receiving all the channels you should be getting, your radio may need a refresh signal.   
 
If you are near your car or radio, follow these steps:  
1. Follow this link.
2. Enter your phone number, Radio ID or VIN in the first field.  
3. Set your car radio to Satellite and listen for audio.  
4. Make sure the radio has a clear view to the sky (not blocked by a garage, large trees or buildings).  
5. Click the Send Refresh Signal button.  
 
If you are not near your car or radio, follow these steps:  
1. Text the word “Refresh” to 77917.
2. You’ll receive a text with a link to start the refresh radio process.  
3. Once you’re in front of your radio, follow the instructions in the text message to complete the signal refresh.  
 
You can also call (855) MYREFRESH (697-3373) and let an advisor talk you through the process. Just make sure your vehicle is turned on with a clear view of the sky.  
 
Finding Your Radio ID
1. Tune your radio dial to channel 0 and the Radio ID should display.  
2. If that does not work, try accessing the menu function on your radio (refer to your Owner's Manual for specific instructions).
3. You can also find your radio ID in My Account.

a. Go to Cadillac.com.   

b. Select the account icon.

My Account

c. Sign in to My Account.

d. Select the Plans & Services tab.

i. In the desktop view, the Plans & Services tab will appear on the left side of the screen.

ii. In the mobile view, the Plans & Services tab will appear along the top of the screen. You may have to scroll left or right to see it.

e. The radio ID will be located in the SiriusXM® section.

 

For some SiriusXM® radios, you will need to press and hold down the SAT or ESN button, or access your radio's menu functions.  


SiriusXM Help 

Have your account number, Radio ID or ESN available and call SiriusXM® Listener Care at (866) 635-5027.
 
Call Center Hours:  
8 a.m. to 8 p.m. (EST)
Monday through Friday  


Service and Warranty

Trouble Finding My Preferred Service Dealer Information

By choosing a preferred service dealer, you’ll be able to:

  • Schedule service with the dealer online once you sign in to your account
  • Easily access the address and phone number without having to look it up every time  

Your default preferred dealer is the dealer who sold you the vehicle.


Select or change your preferred dealer

1. Go to Cadillac.com.   

2. Select the account icon.

My Account

3. Sign in to My Account.

4. The account panel will display.
5. Select a vehicle. The Vehicle Overview page will display.
6. Under Maintenance & Service Tools, select Service History.  
7. Under Need Service?, select Find another dealer to search by city and state or zip Code.
8. Under the dealer of your choice, select Make this my preferred service dealer.  


Missing preferred dealership
If your preferred dealer is not displaying properly, the system might be down temporarily. Please reload the page and try again.
 
Dealerships may also close or change program participation status. If your preferred dealership no longer shows up in your account information, you may need to contact the dealer directly to schedule service or select a new preferred dealership.
 
Scheduling appointments with your preferred dealer

1. Go to the Service history page (see above for navigation instructions).

2. Under Need Service?, select Schedule Service.

3. You’ll be asked to complete and submit a short on-screen form, prompting the dealer to contact you to finalize the appointment.

 

Changing or canceling a service appointment

1. Click Change appointment or Cancel appointment under Need Service? on any page in the Maintenance and Service section of Vehicle Support.

2. If you’ve scheduled your service appointment directly with your dealer, however, you’ll need to contact your dealer directly to change or reschedule your appointment.  


Trouble Finding My Vehicle Status and Diagnostics Reports

Vehicle Status is a service within the Remote Access plan that allows you to view up-to-date diagnostics information such as fuel range, tire pressure, oil life and odometer. The information is updated each time you drive your vehicle.
 
Vehicle Diagnostics is a service available with every OnStar and Connected Services plan that provides you with a monthly diagnostics report email to help you monitor key operating systems.
 
Finding your Vehicle Status information and Diagnostics Report
If you have the Remote Access plan, you can view up-to-date diagnostics information three different ways:  

1. On the Diagnostics report page on My Account. 

a. Go to Cadillac.com.

b. Select the account icon.

My Account

c. Sign in to My Account.

d. Select the account icon. The account panel will display.

My Account

e. Select a vehicle. The Vehicle Overview page will display.
f. Under Maintenance & Service Tools, select Diagnostics.

2. On the MyCadillac Mobile App, by clicking Vehicle Status on the home screen.
3. In your vehicle, by pressing your blue OnStar button.
 
If you don’t have the Remote Access plan, but do have active OnStar and Connected Services, you can still view your Diagnostics Report on My Account. However, the information will only be as recent as your last Diagnostics Report email. You can upgrade to the Remote Access plan to get up-to-date diagnostic information.
 
Action Suggested or Immediate Attention status

  • If you receive a yellow icon with “Action Suggested” next to a system on your Diagnostics Report, you can click it for more details
  • If you receive a red icon with “Immediate Attention” next to a system on your Diagnostics Report, you should schedule service as soon as possible  

Trouble Finding My Warranty Information

If My Account is active, you can access your vehicle’s specific warranty information by selecting Warranty in the Maintenance & Service Tools section.

1. Go to Cadillac.com.   

2. Select the account icon.

My Account

3. Sign in to My Account.

4. Select the account icon. The account panel will display.

My Account

5. Select a vehicle. The Vehicle Overview page will display.
6. Under Maintenance & Service Tools, select Warranty.

 

For general warranty information on current models, visit the warranty page on cadillac.com.

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  • Connected vehicle services vary by vehicle model and require active service plan, working electrical system, cell reception and GPS signal. OnStar links to emergency services. See OnStar.com/BusinessSolutions for details and limitations.

  • Diagnostic capabilities vary by model and plan. Message and data rates may apply. Requires contact method on file and enrollment to receive alerts. Not all issues will deliver alerts. Click here for details and limitations

  • U.S. only. Available on properly equipped 2018MY and newer GM vehicles. Requires select service plan. Functionality is subject to user terms and limitations and varies by vehicle model.
    See onstar.com for details and limitations.

  • Available on properly equipped vehicles. Requires customer or third party installation. Does not monitor spare tire.

  • Diagnostic capabilities vary by model and plan. Message and data rates may apply. Requires contact method on file and enrollment to receive alerts. Not all issues will deliver alerts. Click here for details and limitations.

  • Available on select Apple® and AndroidTM devices. Service availability, features and functionality vary by vehicle, device and the plan you are enrolled in. Terms apply. Device data connection required. See onstar.com for details and limitations.

     

  • The Manufacturer’s Suggested Retail Price excludes destination freight charge, tax, title, license, dealer fees and optional equipment. Click here to see all Cadillac vehicles’ destination freight charges.

  • Safety or driver assistance features are no substitute for the driver’s responsibility to operate the vehicle in a safe manner. Read the vehicle Owner’s Manual for important feature limitations and information.

  • Functionality varies by model. Full functionality requires compatible Bluetooth® and smartphone, and USB connectivity for some devices.

  • Vehicle user interface is a product of Apple® and its terms and privacy statements apply. Requires compatible iPhone® and data plan rates apply. Apple CarPlay, Siri, iPhone and Apple Music are trademarks of Apple, Inc., registered in the U.S. and other countries.

  • Vehicle user interface is a product of Google and its terms and privacy statements apply. Requires the Android Auto app on Google Play and a compatible Android smartphone. Data plan rates apply. You can check which smartphones are compatible at g.co/androidauto/requirements. Android, Google Play and Android Auto are trademarks of Google LLC.

  • Functionality is subject to limitations and varies by vehicle, infotainment system, and location. Select service plan required. Certain Alexa Skills require account linking to use. Amazon, Alexa and all related logos and motion marks are trademarks of Amazon.com, Inc. or its affiliates. See onstar.com for additional details.

  • The system wirelessly charges one compatible mobile device. Some phones have built-in wireless charging technology and others require a special adapter/back cover. Check for phone or device compatibility or consult your carrier.

  • Always pay attention while driving and when using Super Cruise. Do not use a hand-held device. Visit cadillac.com/supercruise for compatible roads and full details.

  • MSRP excludes tax, title, license and dealer fees.

  • Read the vehicle's owner's manual for important feature limitations and information.

  • Lower-profile tires wear faster. Tire and wheel damage may occur on rough or damaged roads or from surfaces, curbs, debris or obstacles. This damage is not covered by the GM New Vehicle Limited Warranty. For more details, go to my.cadillac.com/learnabout/tires or see your dealer.

  • Do not use summer-only tires in winter conditions, as it would adversely affect vehicle safety, performance and durability. Use only GM-approved tire and wheel combinations. Unapproved combinations may change the vehicle’s performance characteristics. Lower-profile tires wear faster. Tire and wheel damage may occur on rough or damaged roads or from surfaces, curbs, debris or obstacles. This damage is not covered by the GM New Vehicle Limited Warranty. For more details, go to my.cadillac.com/learnabout/tires or see your dealer.

  • Bose is a registered trademark of the Bose Corporation in the U.S. and other countries.

  • Late availability. Always pay attention while driving and when using Super Cruise. Do not use a hand-held device. Visit cadillac.com/supercruise for compatible roads and full details.

  • AKG is a trademark of AKG Acoustics GmbH, registered in the United States and/or other countries.