Car Disappeared From app and Website

[markbraggs]

Hi all,

I took delivery of my Model 3 in December and had been using the app with no issues up until two days ago. Suddenly, the car disappeared from my app as well as on the Tesla My Account section of their website. I am not able to log into the app anymore and it says “Sign in failed. There are no products linked to your Tesla account.”

I spoke to a support specialist through chat and after several troubleshooting steps we were unable to figure it out. She said she escalated to some account specialist team.

Has anyone had this happen recently? I find it very odd and a little concerning that the app was working fine for 5 months and just now stopped working.

Thank you.

 

[markbraggs]

Still not able to sign in. Has anyone experienced this before?

 

[SammichLover]

People have had delays getting cars added into their account, and the first 48hrs after delivery can be spotty, but I've never heard of one dropping out of an account months later like this.

Good luck.

 

[Runnergirl]

yikes.... the car could be next!!

 

[GolanB]

You’re likely not gonna to get much help here concerning this issue. Escalate the ticket at Tesla so they can resolve it for you. The situation sounds rare and there are plenty of possibilities which may or may not match your issue, including improperly transferred VINs, database issues, finance issues etc.

Tesla called me several months into my ownership of our model 3, and told me it would disappear from the app and web site for a few hours as they did some backend work and recommended I carry my physical keys with me. They had somehow failed to get funding from the bank (!!) and released the car to me with only the down payment. This occurred in about a dozen or so vehicles I was told.

 

[markbraggs]

Thanks guys. I gave them a call and the rep said “There was a mix up on our end” unrelated to anything having to do with me. She kind of dodged exactly what the mix up was.

Interesting...

 

[Kermee]

Thanks guys. I gave them a call and the rep said “There was a mix up on our end” unrelated to anything having to do with me. She kind of dodged exactly what the mix up was.

Interesting...

Most likely they reassigned the VIN to another owner by mistake hence the dodging. It has happened before to at least a couple folks here on TMC...

 

[markbraggs]

Most likely they reassigned the VIN to another owner by mistake hence the dodging. It has happened before to at least a couple folks here on TMC...

That’s definitely what it seems like. I’m not able to find a previous thread with a resolution.

Still no access through the app and the car says it’s not linked to my email address. This sucks.

 

[SMAlset]

@markbraggs when you are on your account page on their website on your computer, are you under the country flag for the U.S.? I had an issue back in March when I was having some account issues and no one could figure it out. Had several customer service people working on it over the weeks. I would log in to my account seemingly fine but stuff would just be missing. They said it looked fine from their end but not at my end--no videos or scheduling of service, gave Error 404 code, couldn't buy upgrades (can't remember everything that was wrong). Very frustrating for both them and me. I sent in screen captures of my issues so they could see what I was seeing. We spent weeks not being able to get this corrected. There were issues with my phone app as well. A month later maybe, while checking MyTelsa Account page to see if they had managed to resolve the problem, I scrolled down to the very bottom of my account page to sign out and noticed an EU flag and "Other Europe" instead of the U.S. flag. Also in the URL I noticed it was something like www.tesla.com/en_EU/te.... Switching to the U.S. flag set the account to the proper country and linked to my account in their system. Not sure if this is your issue but figured worth mentioning it.

 

[markbraggs]

@markbraggs when you are on your account page on their website on your computer, are you under the country flag for the U.S.? I had an issue back in March when I was having some account issues and no one could figure it out. Had several customer service people working on it over the weeks. I would log in to my account seemingly fine but stuff would just be missing. They said it looked fine from their end but not at my end--no videos or scheduling of service, gave Error 404 code, couldn't buy upgrades (can't remember everything that was wrong). Very frustrating for both them and me. I sent in screen captures of my issues so they could see what I was seeing. We spent weeks not being able to get this corrected. There were issues with my phone app as well. A month later maybe, while checking MyTelsa Account page to see if they had managed to resolve the problem, I scrolled down to the very bottom of my account page to sign out and noticed an EU flag and "Other Europe" instead of the U.S. flag. Also in the URL I noticed it was something like www.tesla.com/en_EU/te.... Switching to the U.S. flag set the account to the proper country and linked to my account in their system. Not sure if this is your issue but figured worth mentioning it.

Thanks for the heads up. It’s showing as US for me. When I log into the website it just gives me the option to order a S or X but doesn’t show the model 3 anywhere.

Going to give them another call on Monday during lunch time if it’s still not working.

 

[markbraggs]

Update: I called Monday 5/6 and the rep noted that there is a record on file from my call on a Friday that my car disappeared from my account. The rep said that it could take a few days to add the car back.

Went in chat today 5/9 and the rep said he didn’t know why my car would disappear and he would look into it. 10 minutes of chat silence later and the chat abruptly ended.

Any suggestions guys? Should I call again this afternoon? I am beyond frustrated at this point.

 

[dougb00]

A bunch of people (including me) who have cars on order are also seeing this message on the mobile app. There's a thread about it here:
Can't log into my Tesla iPhone app today (pics)

 

[markbraggs]

A bunch of people (including me) who have cars on order are also seeing this message on the mobile app. There's a thread about it here:
Can't log into my Tesla iPhone app today (pics)

Yeah that’s common for new orders. It usually takes a while for the car to register.

I took delivery on December 5. I was using the app daily for over 4 months and then suddenly this happened. I’m concerned and annoyed. My main fear is that they somehow assigned my VIN to someone else, who in theory could see where my car is parked and come steal it (?)

 

[SMAlset]

I tend to think it might be due to them working on a batch of car account updates. Just my theory. I know when prices were changing a few people posted issues with their account similar to this I think and then they got updated.

 

[lardog]

I just purchased a CPO Tesla Model X two weeks ago. Checked the desktop sign in and everything works fine shows money wire received but when I try to log in to the phone APP it shows a black screen and says in a dialog box: Sign in Failed There are no products linked to your Tesla Account, I have not picked up the car yet. still being transported
Any suggestions?

 

[markbraggs]

Update: Still no app access. Car was added back as a reservation. Autopilot is no longer available.

Called Tesla 6 times over 3 weeks. Each time I’ve been told it’s being expedited. My last CS rep finally told me that there was a “glitch” and the car was switched to undelivered status and under a different persons name.

The journey continues!

 

[smoak5]

Update: Still no app access. Car was added back as a reservation. Autopilot is no longer available.

Called Tesla 6 times over 3 weeks. Each time I’ve been told it’s being expedited. My last CS rep finally told me that there was a “glitch” and the car was switched to undelivered status and under a different persons name.

The journey continues!

Same thing is happening to me. Been using the app fine for 2 weeks then over the weekend I get an error in the app saying my car is no longer on my account. When I check the website it says delivery for my car with the exact same vin is set for 5-7 weeks. Lol. I have a call out still with my SA. Was your situation ever resolved?

 

[HIWEX]

Update: Still no app access. Car was added back as a reservation. Autopilot is no longer available.

Called Tesla 6 times over 3 weeks. Each time I’ve been told it’s being expedited. My last CS rep finally told me that there was a “glitch” and the car was switched to undelivered status and under a different persons name.

The journey continues!

Did you get. Resolution?
I’ve only had my M3P since Tuesday, the app worked fine until yesterday when the car disappeared, leaving me with the basic download screen. I spoke to virtual services and they said that as far as they could see it was OK, they have referred me on. I hope not to go down the same hole you did!

 

[Zztops]

Just had this terrifying experience haha Tesla shares similar VINs across their vehicles. Multiple vehicles can have the same last 6. So what sometimes happens is someone doesn’t pay close attention and fat fingers your car to someone else’s account. The new guy even already downloaded the car to their app and was opening my trunks and honking the horn... scary situation. Glad I had it my garage when this happened. Definite security issue due to human error. You have to call and get it escalated and have it corrected by their accounts division. They do this by doing yet another 2nd transfer. In the process of this transfer it creates a new “reservation.” That is an issue as well because there will now be 3 reservation numbers associated with the car. So when it get backs into your account, you may lose premium options like FSD, speed boost, EAP. You will also lose all your original linked documents to your vehicle in your account, because it’s showing as a transfer and thinks the old documents no longer apply. Have to get that escalated to a department that doesn’t do phone support. I’m going through it now and it’s pretty frustrating. All because someone made a mistake and wasn’t paying close attention to what they were doing.

Good luck.

 

[markbraggs]

Just had this terrifying experience haha Tesla shares similar VINs across their vehicles. Multiple vehicles can have the same last 6. So what sometimes happens is someone doesn’t pay close attention and fat fingers your car to someone else’s account. The new guy even already downloaded the car to their app and was opening my trunks and honking the horn... scary situation. Glad I had it my garage when this happened. Definite security issue due to human error. You have to call and get it escalated and have it corrected by their accounts division. They do this by doing yet another 2nd transfer. In the process of this transfer it creates a new “reservation.” That is an issue as well because there will now be 3 reservation numbers associated with the car. So when it get backs into your account, you may lose premium options like FSD, speed boost, EAP. You will also lose all your original linked documents to your vehicle in your account, because it’s showing as a transfer and thinks the old documents no longer apply. Have to get that escalated to a department that doesn’t do phone support. I’m going through it now and it’s pretty frustrating. All because someone made a mistake and wasn’t paying close attention to what they were doing.

Good luck.

Wow yep your experience mirrors mine exactly.

I lost autopilot but it was flashed back at the service center. Ever since then I have not received a single OTA update. It’s all screwed up. I’m forever stuck on 2019.36.2.4

But on the bright side they never took away my premium connectivity, so tbh I’d take that over the recent updates anyway.

what a mess this has all been.