While I was out with a friend yesterday I received a strange notification on my phone (first paragraph on message below). My wife was out driving the NX to the store at the same time. I later found the message below in my email. When my wife later returned home she reported the panoramic view no longer comes on at stops so it sounds like our profile is gone (we only use one). This morning I started it and the display just shows a welcome screen. The car has been removed from my Lexus app. I have other projects to deal with today so I’m not sure when I can try to sort this out, but has anyone encountered this before. It would seem I have to go through the process of adding it back into the app and setting our profile back up. Furthermore all subscriptions are cancelled apparently. Any thoughts?

 

Wouldn’t it seem reasonable to assume that your subscription has run out ?

 

The car should not be removed from the app just because of some subscription running out. It sounds more like usual Toyota garbage software gremlins. Or some kid getting access the phone and making fun.

 

It might if I hadn’t just renewed Drive Connect, and the Remote Connect with digital key card was good until 2032. One other one was also good until 2032 but I can’t recall the name - Service Connect perhaps.

 

I called Lexus about this issue today. Spoke with a very helpful woman and while confused, she just walked me through the process of registering my profile again, just like buying a new car. She thinks this may have been a paperwork snafu on their end since it was a CPO vehicle. She said they got probably received the paperwork cancelling the former owner and cancelled me by mistake. In other words, just a delay in the paperwork. I don’t know how long the dealership had the car, but I picked it up at the first of March. So “delay” is a bit of an understatement.

 

Gotta love technology! At times it can be the most frustrating thing in the world when you know you didn't do anything wrong yourself but somehow somewhere along the pipeline somebody never did their due diligence and tested every possibility out. Then you have to speak to a real person and explain what you think happened and hope like hell they can truly assist you or at least 'send it up to technical support' and wait for several days to hear back.
I'm glad it was resolved for you!

Sorry but my rant here:
I'm in Canada and last week I tried to register an item I bought on the manufacturer's website so my warranty would be valid. It's a US based company / website. Select Canada - yup - select state - nope - we have provinces here and none were listed to select. Type in ZIP or Postal code nope - doesn't like our 6 digit postal code with numbers and letters. So a week later the help desk had to manually enter in my serial number and description into their warranty database. Made sure to point out IT needs to work on the website.

 

Well after a career in IT, I can say without a doubt this was an error in their programming logic. This was either a design mistake or a programmer mistake. They neglected to make the obvious error check of ensuring the current owner is the one they were cancelling. They simply cancelled based on the VIN. The other challenge is how these various systems are all interconnected - such as Sirius XM which was also cancelled when all subscriptions were cancelled. We had to call and start a new contract with Sirius XM. Sirius also had the ability to check who owned the contract on that particular radio but simply cancelled it upon receiving notification from Lexus. This entire episode was unnecessary and resulted from a lacking system of error checking on the part of multiple parties.