Car showing undelivered, app not working, "back end bug"?

[HotToddy]

This is a cross post from tesla.com forums. It sounds like a lot of us were part of the horrible delivery experience group. I survived that, now I'm part of what seems to be a much smaller bad post delivery experience group so I'm digging for info.

Has anyone else whose app fails to work after delivery been told it's due to a "back end bug"?

That's the situation I'm in, 5 days post delivery. They can't even give me an ETA, so I'm hoping someone else who has experienced this can tell me how long it took for them.

Phone functionality is very important to me and one of the things I was most excited for when replacing my 14 year old car, so this is very frustrating especially after an already frustrating delivery.

Before anyone asks:
"Allow mobile access" is showing on in the cars menu. Blue background, slider to the right.
I've contacted everybody. Only 1 of the approximately 10 people I talked to actually got back to me despite promises from all to do so. He was the one that finally said it was a back end bug and I was told they're working with the engineers to resolve it. He could not give me any ETA not even a general one and it's already been days so I doubt anyone is actually working on it.

 

[SarahsDad]

I’m in a similar situation. I took home delivery 4 days ago (after 3 prior failed deliveries) and still no mobile app access. And yes “Allow Mobile Access” is turned on.

Got an email from a new Delivery Specialist yesterday asking for written documentation that I’d received home delivery. The email stated that mobile access wouldn’t be enabled until i did so. I responded “Yes” to the email but no access.

Got another email today, this one from my normal Delivery Specialist, with the same request. I responded “Yes” to that one too. Still no access.

 

[bkmartin]

I’m in the same situation. Waiting only 3 days so far.

 

[HotToddy]

Hopefully for you guys this is just the normal delay they tell people to expect for filing paperwork.

That's what I thought I was dealing with. First they said 24-72 hours, when that didn't happen they said 3-5 days.

Now I'm being told it's a "back end bug" which requires engineers to resolve and they can't even give me an ETA anymore.

 

[dotbombjoe]

FWIW, my phone wouldn't connect when I took delivery at the delivery center in Costa Mesa. I tried it, the delivery specialist tried it, two or three more techs tried it. They wanted me to leave without it working but before I drove out, the tech came back one last time and said she was going to bring the car "out back"...with my phone. Anyway, I have no idea what they did, but about 30 minutes later they had it fixed.

I wish I had a clue what they did, but this does appear to be an issue that the 'standard' things are not resolving.

I hope they can get it fixed for you soon.

 

[galaxhokie]

Same thing for me. I’m only +2 days from delivery, but the sales associate told me something similar. Said they’re hoping to have it fixed in early October.

My Tesla account still shows a Sep - Nov delivery date and that they’re “drafting my contract,” so I’m assuming it’s a backlog in registering that the car has actually been delivered on Tesla side.

I’m with you though, really (really) want that to work. Was excited to show off Summon, but can’t do that until the phone works. ‍

 

[HotToddy]

FWIW, my phone wouldn't connect when I took delivery at the delivery center in Costa Mesa. I tried it, the delivery specialist tried it, two or three more techs tried it. They wanted me to leave without it working but before I drove out, the tech came back one last time and said she was going to bring the car "out back"...with my phone. Anyway, I have no idea what they did, but about 30 minutes later they had it fixed.

I wish I had a clue what they did, but this does appear to be an issue that the 'standard' things are not resolving.

I hope they can get it fixed for you soon.

Thanks, and thanks for the info. Unfortunately for me I live in Michigan and the closest service center is in Ohio. Three hours drive each way, otherwise I'd plan to visit a service center this week.

I can't even log into the app. It just says "Sign-In Failed" "There are no products linked to your Tesla account" then kicks me back to the login page.

 

[SMAlset]

Wow that's really weird. I noticed two of you guys from what I could tell are driving a P3, is everyone else that's affected by it? This thread is the first I've seen of it happening. I have a non-P model and my app works fine. Hope you guys get connected really soon.

 

[HotToddy]

Same thing for me. I’m only +2 days from delivery, but the sales associate told me something similar. Said they’re hoping to have it fixed in early October.

My Tesla account still shows a Sep - Nov delivery date and that they’re “drafting my contract,” so I’m assuming it’s a backlog in registering that the car has actually been delivered on Tesla side.

I’m with you though, really (really) want that to work. Was excited to show off Summon, but can’t do that until the phone works. ‍

I know. I feel like I've only got half my car. My wife and I went out for our anniversary in it the other night. We didn't valet because I wasn't even sure how and I really didn't want someone to drive it. Especially here in Michigan, they're not very common yet. So we had a long cold wet walk in the rain. Wife in heels and a dress (she was the DD so I couldn't pickup), would have been really nice to preheat.

Then I read some of the horror stories of people who don't even have their cars yet and I feel lucky. Still very eager to get this ironed out!

 

[HotToddy]

Wow that's really weird. I noticed two of you guys from what I could tell are driving a P3, is everyone else that's affected by it? This thread is the first I've seen of it happening. I have a non-P model and my app works fine. Hope you guys get connected really soon.

Thank you. Non-P AWD here. I've yet to find anyone else who has been told it's a "back end bug" but galaxhokie sounds like he was told the same thing in different words. That gives me a little hope.

 

[Guest]

I got mine in MI yesterday. I don't have app access, but it isn't much of a deal to me. The cards work fine, phone paired fine... My problem is poor paint. I have 6 large chips in the hood that were touched up it appears, but they are bad. I will be requesting a new hood. The paint issues elsewhere I believe will clean out with a good detailer.

 

[sandkkoenig]

Same story, Friday evening delivery, car doesn’t show up on app. Was told it would take a couple hours. Our DS emailed Saturday morning with the “reply yes to confirm you took delivery of the car” email. He said hopefully Saturday, if not Monday.

Not complaining, this is just another data point. Minneapolis/Eden Prairie SC

 

[HotToddy]

It works! Finally my car shows up on tesla.com and the app let me in to use my phone as key. Thank you for all the feedback and suggestions. It ended up being less than a week, not horrible in hindsight but the poor communication and then being told they couldn't give even me a timeline was worrying. Good luck to those of you still waiting, hopefully it won't be long.

 

[bkmartin]

Mine was enabled overnight as well when I received a “Tesla Quick Guide to Ownership” email.

 

[Guest]

mine is up and going now.

 

[Labdev]

I still have no app access, third day with the car using the card for access. I figured it was just a backlog due to the ‘big push’ to get cars delivered in Q3?

I emailed the IDA and responded to her email with ‘YES’ as instructed... still waiting.....

In the meantime the car is just “wow!”

 

[mhan00]

It works! Finally my car shows up on tesla.com and the app let me in to use my phone as key. Thank you for all the feedback and suggestions. It ended up being less than a week, not horrible in hindsight but the poor communication and then being told they couldn't give even me a timeline was worrying. Good luck to those of you still waiting, hopefully it won't be long.

I think you were a victim of the EOQ rush. Everyone was probably prioritizing new deliveries, so issues with people who already received their cars that weren’t catastrophic (ie, car breakdown or urgent safety issues) were left by the wayside. Glad to hear it was fixed for you.

 

[jay-bay]

Took deliver Monday morning 10/1. almost 72 hours later, it still isn't working. MyTesla page still showing "Prepare for delivery". I called back today and they said there is a software glitch in the system and they are working to resolve it. Hopefully done by Friday they said.

 

[DeanSC]

Took deliver Monday morning 10/1. almost 72 hours later, it still isn't working. MyTesla page still showing "Prepare for delivery". I called back today and they said there is a software glitch in the system and they are working to resolve it. Hopefully done by Friday they said.

Thanks for information!

I have the same issue.....I took delivery on Sunday, Sept 30th. I also have the same issue with my portal account, the delivery step is not updated and the mobile app error message "There are no products linked to your Tesla account" But hey, LOVE the car!

I assume I can use supercharging without a linked phone app, do you pay onsite via credit card like a gas pump?

 

[ceekz]

Day 3 of ownership, no phone app. I spoke to a rep at the local SC and he said it could take up to 5 days to activate. @HotToddy the valet mode is a profile setting that locks the glovebox and trunks and puts the screen in security mode. The valet needs the key card, not the phone app.

My key card works to lock and unlock and drive the car, but like I told the rep, it is like sitting down to a fantastic steak dinner without the utensils...