BACK TO SECURITY

SET UP DIGITAL KEY IN THE MYCADILLAC MOBILE APP TO ACCESS FROM YOUR DEVICE’S WALLET

The digital key^† setup process starts in the myCadillac app.^† Your device’s wallet app takes it from there. Here’s an overview of steps to help you resolve or avoid some common issues that may result in error messages.

Troubleshooting

Follow these steps to avoid issues during digital key setup:

Ensure you’ve accepted OnStar®^† Terms and Conditions.
Confirm your myCadillac app and device operating system (Apple®^†/Android^TM†) are updated to the latest versions.
Verify you have a stable internet connection.
Make sure your key fob is in the vehicle with you.
Check that your Bluetooth®^† is on.
Confirm your vehicle is on and parked with doors closed.

If you’re still having trouble:

Restart your phone.
Restart your vehicle.
Restart your vehicle mobile app.

If after successful pairing and multiple uses of digital key, there’s a sudden interruption in your Bluetooth connection:

Toggle Bluetooth off and back on in Settings.

Items to check when removing owner and/or shared keys:

Confirm the correct key is being removed.
Ensure your vehicle has a stable internet connection.

Error Messages

Error messages may appear in the myCadillac app during the initial pairing steps or in the device’s wallet afterwards. Here are some you could encounter:

In the vehicle mobile app:

Cannot connect to your vehicle
- Prompts you to restart and try again or move your vehicle to a different location.
Cannot load key
- Prompts you to go to your device’s wallet to manage keys.
Place vehicle in Park to add key
- May appear if the vehicle is not in Park.
Place key fob in vehicle to add key
- May appear if a key fob isn’t detected when pairing begins.

In your device’s wallet app:

No connection/connectivity/the device cannot be detected
- May indicate there’s no connectivity to the device.
Region isn’t supported:
- May display with an attempt to use digital key outside of U.S./Canada regions.
Can’t share key
- Either the customer or the person they shared with doesn’t have an ultra-wideband (UWB) device.
Can’t set up key
- The customer needs to start in the myCadillac mobile app to initialize pairing.
No matching digital key/key has been deleted
- The device present may be for the wrong vehicle (will not connect).
- Key was deleted and cannot be used (customer must pair again).

For further assistance with digital key setup or help removing an owner or shared key, contact an OnStar Advisor. Call 888-4ONSTAR (888-466-7827) or press your blue button.

For specific Apple software or hardware questions pertaining to car keys: Refer to their Support Center.

For specific Google software or hardware questions pertaining to digital car keys: Refer to their Help Center.

For your security, please don't include personal info such as phone number, address or credit card details.

Q&As

WHAT SHOULD I DO IF AFTER USING DIGITAL KEY MULTIPLE TIMES, MY PHONE SUDDENLY STOPS CONNECTING TO BLUETOOTH AND THE ICONS IN MY DEVICE’S WALLET ARE GRAYED OUT?

To resolve the issue quickly, toggle the Bluetooth off and back on again. This prompts the vehicle to re-establish its connection and can fix the issue for both owner and shared keys.

DOES IT MATTER WHERE MY PHONE IS LOCATED FOR DIGITAL KEY TO WORK?

Digital key generally will work if your phone is in your hand, front pocket, or bag as you approach your vehicle. When in the vehicle, it’s important to ensure your phone is not surrounded by metal objects or left in areas where the signal may be blocked or weakened, such as the trunk or eTrunk^TM (if equipped).

LOOKING FOR SOMETHING ELSE?

NEED MORE HELP?

Submit a support request to get answers to your vehicle questions about over-the-air software updates, driving and safety features, Wi-Fi issues and more.

REQUEST SUPPORT

For information specific to your vehicle, please refer to your Owner's Manual.