FORD EXPLORER® PERSONAL PROMOTIONS
FordPass Connect Support & FAQs
The New FordPass Connect modem and FordPass app enables you to interact with your car like never before. That’s because a range of connected services in your vehicle, and on your smartphone, work together to keep you effortlessly connected on every journey. Find out more about the FordPass Connect technology here.
Learn more about how to get the most out of FordPass Connect with our helpful how-to videos.
FAQs
Got a question? Chances are, someone’s asked it before. Below you’ll see the answers to the questions we’re asked most often.
What is the difference between FordPass, FordPass Pro and FordPass Connect?
FordPass is an app designed for passenger vehicle owners. It allows you to interact with your vehicle by using a suite of in-app features.
FordPass Pro is designed for small business/small fleet owners. It allows you to interact with business vehicles, using in-app features curated specifically for work on the road.
FordPass Connect is the embedded modem that enables connection and data transfer to and from your vehicle, and allows for the activation and use of connected vehicle features.
Important details about the modem features include:
- eCall is free for the lifetime of the vehicle.
- FordPass Connect base features (Remote Start, Remote Lock and Unlock) are offered free of charge for the first 10 years of vehicle ownership.*
- Enhanced features such as Live Traffic and Local Hazard Information are chargeable after 12 months free trial.**
- Vodafone is the current data supplier for your FordPass Connect Wi-Fi hotspot. Vodafone currently offer a 3 month or 3GB† trial of Wi-Fi Hotspot. To buy additional Data Bundles, just log in with your online Vodafone account.
For further information about each FordPass Connect modem feature please refer to the sections in the dropdown menu on this page.
How do I get started and use FordPass Connect?
When you purchase a Ford vehicle with FordPass Connect, you’ll need to download the FordPass app (for passenger vehicles) or FordPass Pro (for business vehicles) on to your smartphone, from either App Store or Google Play.
How is FordPass Connect activated with my smartphone?
You can activate FordPass Connect from the Home section of the FordPass or FordPass Pro app. You’ll then need to confirm activation from inside the vehicle, using the display screen. See our how-to videos for detailed instructions https://www.youtube.com/user/fordireland
If you privately purchased a used Ford with FordPass Connect, make sure you perform a master reset of the SYNC system and then create a FordPass account in the app, or login with an existing account. You can follow our how-to video to perform the master reset.
How do I check if my car has a FordPass Connect modem?
If your in-vehicle SYNC screen shows this tile in the Settings section, this means your car has a FordPass Connect modem.
Can I add FordPass Connect to my current car?
Sadly, we can’t upgrade a vehicle after-sale to include FordPass Connect modem.
Will there be extra costs for using FordPass Connect features when I travel abroad?
- Our automatic emergency call feature, eCall, will never incur extra costs. This feature is free for the lifetime of the vehicle. eCall is a European Commission initiative which mandates an in-vehicle system that calls emergency services if an automatic eCall event is activated by detection of a serious road accident, or if a manual eCall is triggered by a vehicle occupant.
- There are no costs for using your FordPass Connect Remote Features (Remote Start, Remote Lock and Unlock) for the first 10 years from the first registration, either at home or abroad.
- Wi-Fi Hotspot connection may vary by country. These services and data roaming are available in the following countries: United Kingdom, Spain, Germany, Italy, France, Austria, Belgium, Finland, Ireland, Netherlands, Poland, Portugal, Sweden, Denmark, and Norway.
Any Wi-Fi Hotspot bundles that you have purchased are subject to Vodafone data bundle terms.
*Ownership
Subject to change and may vary by market.
**Free trial
Subject to change and may vary by market.
What is a FordPass subscription?
The FordPass paid subscription is an additional package providing Live Traffic updates and Local Hazard Information. The service is available through both the FordPass and FordPass Pro app.
What does my FordPass subscription free trial include?
Your subscription free trial includes Live Traffic and Local Hazard Information which are free for the first 12 months following the date of vehicle registration; after that, a subscription fee is payable.
How much will the FordPass subscription cost following the free trial?
After the initial 12-month free trial, a further subscription can be purchased at €3.99 per calendar month. These are indicative prices, current at the time of publication, we reserve the right to change pricing at any time without prior notice. This price does not include any Wi-Fi data plans
Does my FordPass subscription automatically cancel if I sell my vehicle?
If you sell your vehicle within the first 12 months following vehicle registration, the balance of your FordPass free trial will transfer to the new owner. After the initial 12 months, and if you have purchased a paid subscription, you will then need to ensure you unsubscribe by going into your online Ford Account.
Can I transfer a subscription between Ford connected vehicles?
It is not possible to transfer subscriptions between vehicles.
Is my vehicle compatible with Live Traffic?
Live Traffic is compatible with all vehicles equipped with a FordPass Connect modem, and is available via over-the-air updates for users who have activated their vehicle through the FordPass or FordPass Pro app. For vehicles without a FordPass Connect modem, Live Traffic is available by pairing your smartphone and SYNC 3 navigation system via AppLink.
Is my vehicle compatible with Local Hazard Information?
display from February 2020. It will be available via over-the-air updates for users who have activated their vehicle through the FordPass or FordPass Pro app
When does my Wi-Fi Hotspot free trial begin?
The Wi-Fi Hotspot free trial subscription is only started when you activate via our partner’s website & FordPass. Please see our How to videos to see how.
It is not linked to the Warranty start date or other subscriptions.
How do I buy additional data once my free trial has run out?
To buy additional Data Bundles, just log in with your account on our partner’s website, you can link to it through FordPass by clicking the Vehicle Hotspot button or when using a device that is connected to your vehicle’s Wi-Fi Hotspot. Once there, go to “My plan and usage”, and select which Data Bundle suits your needs and the payment method. Please be aware that the purchased Data Bundle can take a bit of time until it is ready to be used in your vehicle.
What will Wi-Fi speed be? Download speed? Upload speed?
The FordPass Connect Wi-Fi Hotspot will receive up to 4G LTE speeds. LTE (Long Term Evolution) is a type of 4G technology that delivers the best performance and speeds available. This means that 4G LTE is about ten times faster than the older 3G technology. However speeds will vary depending on network coverage.
How easy is it to cancel a Wi-Fi Hotspot subscription?
When you purchase data for your Wi-Fi Hotspot you are buying bundles not an ongoing subscription. The bundles expire when your data runs out or when they reach their time limit. If you sell your car while you have an active bundle you can transfer the remaining data to another Ford vehicle. You are unable to transfer data to a non-Ford vehicle
Can I change the SIM to one from another provider?
No, the SIM is embedded within the FordPass Connect System. This is to ensure a seamless experience when traveling across national borders.
Can I have one Vodafone account for Wi-Fi and use in multiple Ford vehicles?
Yes, you can use your Vodafone account and data bundles across multiple Ford vehicles, but they cannot be used at the same time.
Can I use Vehicle Wi-Fi hotspot when the vehicles Ignition is off?
Yes, but only after an ignition on. Vehicle Wi-Fi Hotspot will work for 30 minutes after the ignition has been turned off, as long as the key is in the car. The 30 minutes may be reduced if the health of the battery is at risk.
Can I change the vehicle WI-Fi hotspot password?
Yes, please see the Wi-Fi Hotspot how to video.
Can I change the vehicle WI-Fi hotspot network name?
Yes, please see the Wi-Fi Hotspot how to video.
Can I switch OFF the vehicle Wi-Fi hotspot?
Yes, you can do that within your Vehicle Hotspot menu.
Can I setup my vehicle Wi-Fi hotspot as invisible for other devices?
Yes, you can do that within your Vehicle Hotspot menu.
Where is the eCall button positioned?
On New Focus the eCall Button is located in the headline roof console. The Button is marked with a red SOS. To manually activate an eCall you have to click open the SOS cover and push the red button underneath.
How does the eCall part of FordPass Connect work?
eCall automatically dials the emergency services after a serious accident. It will communicate the vehicle location and enable emergency call takers to contact the vehicle and check if the driver is conscious or not. Like Ford Emergency Assist, this is triggered when the airbag is deployed or the fuel pump switch is deactivated. However eCall will work without the need to connect to a mobile phone creating seamless connectivity.
Will making an eCall cost me money?
No. Ford has committed to cover all eCall related data costs for the life time of the vehicle.
Do I need to renew my FordPass Connect subscription to continue using eCall after two years?
No. Ford has committed to cover all eCall related data costs for the life time of the vehicle.
What if I press the red SOS button unintentionally?
Don’t worry while the eCall is being placed you will receive an audible and visual warning from the car and you have 15 seconds to cancel it by pushing the red SOS button again.
What happens if I have an accident in a place where there is poor reception or no mobile phone coverage is available?
An eCall will only fail to be made if there is zero available signal, this may be the case in some areas across Europe.
What kinds of emergencies can eCall help me with?
The eCall and SOS button can help you with any emergency that occurs in the vehicle. Whether you have a serious accident, a medical emergency or you see an accident on the road and you want to alert the emergency services, just press the red SOS button.
Will eCall always work?
Vehicle accidents are extremely unpredictable events. For the system to operate, the vehicle's electrical system and the wireless service provider's signal must be available. Although we have taken several measures to ensure functionality also under crash conditions (including a separate backup-battery) depending on the severity of the accident, the vehicle's systems could be damaged to such an extent that eCall would not be able to initiate or maintain a call.
Got more questions? Why not speak to our staff? Contact us below.
STAY ON TRACK WITH US.
FordPass Guides are always ready to give mobility advice when needed.
- Explore the self help articles on AskFord.
- Use the Chat feature and we will quickly reply.
- One-touch dial will allow you to speak to someone directly.
Want to download the FordPass app?
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Important Information
Imagery and information shown throughout this website may not reflect latest ROI specifications, colours may vary, options and/or accessories may be featured at additional cost and locations and vehicles used may be outside of the ROI. Ford policy is one of continuous product development. The right is reserved to change specifications, colours of the models and items illustrated and described on this website at any time. [†]Wi-Fi hotspot (up to 4G LTE) includes a complimentary wireless data trial for a limited time only that begins at time of activation. Afterwards, data bundles can be purchased from Vodafone. Please refer to their website for details of their data packages. To take advantage of the built-in Wi-Fi hotspot capability, Ford vehicles must come with the appropriate hardware, and a data plan is required. Data coverage and service is not available everywhere and terms of your data plan, including applicable message and data rates, may apply.
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