Hondalink registration frustration

Discussion in 'Clarity' started by Tangible, Apr 27, 2018.

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  1. Tangible

    Tangible Active Member

    It's my first day with my new Clarity. I'm attempting to set up Hondalink. It's sending a message to the car with a six-digit code, and asking me to enter that code into the app.

    I get the code, and enter it, and I get back "Invalid code please try again". I re-enter the code with no joy. I ask for a new code to be sent, and go through the process again with the new code, with the same results.

    Any ideas about what's going on?
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  3. KentuckyKen

    KentuckyKen Well-Known Member

    Did you get the code by inputting your Vin first?
    Jed likes this.
  4. Tangible

    Tangible Active Member

    The app didn’t ask for the vin. When I started the app it asked for the email and zip code that my dealer had collected. When that failed it told me to do this thing of getting a message from Honda on the car screen, which I did, with the earlier described result.
  5. KentuckyKen

    KentuckyKen Well-Known Member

    I’m trying to remember just how I did this. I’m looking it up now. I think I had to go online w Honda and out in my vin or something like that. If no one else chimes in, I’ll keep looking.
  6. KentuckyKen

    KentuckyKen Well-Known Member

    Try starting here

    Post back if this doesn’t work.
    I kinda remember having to input my vin somewhere. I do remember it went by the book and worked on first try.
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  8. Tangible

    Tangible Active Member

    Thanks Ken. I'll try again from scratch in the morning and report back.
  9. Tangible

    Tangible Active Member

    (Lack of) progress report:
    I followed that link, where I was asked for my VIN to verify eligibility. Then I logged in at the website. Fine so far.

    I logged out of the hondalink app on my phone (an iPhone X), and then logged back in. That worked. Then I touched the screen section where it said "Activate remote access" or something similar. That asked me for the email address and ZIP code provided by the dealer. I entered my usual address and my ZIP, and got a "doesn't match" message.

    There was a link to troubleshoot activation, which I followed. That asked me to have a message sent to the car, and to type in the result. The car got a message (Honda Link/Messages on the touchscreen). I typed the six digit number. It then asked me to create a four digit security code. When I did that, I got the message saying invalid code.

    And there I'm stuck. Maybe there's something the dealer needs to do? I hate to call them because they are totally clueless about everything Clarity.

    Any help?
  10. KentuckyKen

    KentuckyKen Well-Known Member

    Only suggestion is to check that dealer inputed the correct email and zip for you so you can make sure it’s matching up.
  11. Tahuna

    Tahuna Member

    I don't have an answer for you, but it's not just you - I'm seeing the same thing. I scanned my VIN and it accepted it. The web page shows my car. I tell the app to send me an authorization code, and I get the message with the 6-digit code. I enter that into the app, and it asks me to create a PIN. I enter the PIN and it says, "Invalid code" and takes me back to the step for entering the authorization code.

    I tried calling the in-car tech support line but didn't have time to sit on hold waiting for them, so I came here hoping to find a solution. I'll try calling the support line again later and see if I can get through.
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  13. Tangible

    Tangible Active Member

    Yes, Tahuna, that's exactly the same experience. This is, in a way, good news for both of us, in the sense that it provides some reassurance that we're not messing up in some stupid way, and it supports the prospect of Honda doing something about it without much effort on our parts.

    Let me know if you hear anything. I called the Massachusetts RMV this morning about a registration issue, and heard a cheerful voice say, "Your wait time will be greater than one hour." I don't think I have the strength to juggle two soulless bureaucracies in one day.
    ClarityDoc likes this.
  14. Mikep00

    Mikep00 Active Member

    Just call the customer support number for HondaLink when you have time to wait on hold. Listed right in the app. They should be able to fix the issue for you.

    For my sister in law the dealership made a typo in the email address linked to the VIN#. So we couldn’t activate the extra features.

    Sent from my iPhone using Inside EVs
    ClarityDoc likes this.
  15. Mikep00 - Are there features in the app besides Remote Charging/Remote Climate/and Send Destination to car? I thought there was speed/location alerting, but don't see them.
  16. Tahuna

    Tahuna Member

    The typo thing seems odd - there's nothing in this process that asks for my email address, or sends me an email.
    I did find a web page where you can submit a support ticket, so I did that:
    I assume if I call the support line they'll want me to try things, which means I have to be in the car. I don't so much mind waiting on hold, I'm just not crazy about the idea of sitting in my car for an hour waiting.
  17. insightman

    insightman Well-Known Member Subscriber

    We had to wait more than a week for the dealer info input to register before we could use Hondalink.
  18. Tahuna

    Tahuna Member

    Were you having the same issue? It sent you a 6-digit code, it acted like the code was valid, it asked for a PIN, then it said the code was not valid? I would think that if there was some information the dealer had to input then it would give me a different error, but maybe that's giving them too much credit.
  19. Mikep00

    Mikep00 Active Member

    When signing up we were required to enter email address and postal code as entered by the dealership for that vehicle sale.

    Sent from my iPhone using Inside EVs
  20. Tahuna

    Tahuna Member

    Problem solved with a call to tech support. They didn't tell me what they did to fix it, but it works now. I spent about 5 minutes on hold waiting for them, and another 15 on the phone, and I didn't have to be in the car to do it. They did ask for my login and password to the HondaLink account. That didn't bother me, since I use random passwords and change them often. But if you're going to call support and you re-use your passwords you might want to change your HondaLink password before and after you talk to them.
    ClarityDoc likes this.
  21. Tangible

    Tangible Active Member

    Wow, it's deeply unprofessional for a service provider to ask a user for his/her password over the phone, especially since not many people are as careful as Tahuna (and me) about not re-using passwords on multiple systems.

    My experience was a little different. I went through a similar procedure just now, and they asked me for my VIN, and then asked for the email and ZIP code that I had entered. The rep asked me to hold while she "did some research", then came back in about 5 minutes and asked for my PIN. I told her I didn't think the PIN was ever accepted by the system, but gave it to her.

    She then went away for another 5 minutes and came back saying she had submitted a ticket, and everything should be working in 24 to 48 hours. So I will wait, and see what happens.
    I will report back.
    Johnhaydev likes this.
  22. Tangible

    Tangible Active Member

    So here I am three weeks later with the same problem. I called the dealer, and they know nothing about this process of linking an email address and ZIP code to my VIN number. They suggested I call tech support, which sends me back to the beginning of the circle.

    The only next step I can think of is to sell this Clarity and buy another one, at a different dealer. Anyone have a less drastic solution?
    Johnhaydev likes this.
  23. Mikep00

    Mikep00 Active Member

    Call back tech support and tell them their fix didn’t work?

    If they said it would be fixed in 24-48 hours, why didn’t you call back on day 3 to say it didn’t work rather than waiting 3 weeks...

    You can’t expect tech support to fix something they don’t know is still an issue.

    Sent from my iPhone using Inside EVs

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