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FAQ's

Q: Is my car supported by CarShield?
CarShield supports all makes and models of cars sold in the United States built since and including 1996.


Q: What number do I call for assistance?
You can call us toll free at 1.800. 411.2CAR (1.800.411.2227), CarShield advisors are available 24 hours a day, 7 days a week.


Q: How does CarShield locate my car?
We use a cellular signal to connect with the vehicle and GPS satellite location information.


Q: Does CarShield know where my vehicle is at all times?
No. CarShield does not continuously or routinely monitor, update or otherwise track the location of CarShield-equipped vehicles.


Q: Is CarShield a secure site?
Once you've logged in and selected My Account this area is secured and sensitive customer transactions are encrypted. Whenever you are in a secured area of the site, you will see a lock icon in the top right corner of the page.


Q: Can anyone track my vehicle?
No, only the people that you grant access to your account.


Q: What services do I get with the CarShield service?
View a summary of the current CarShield services, click here.


Q: How do I renew my CarShield service?
You can renew online, simply login to your account, select My Account and then Service Plan, and click the Renew Service button. Follow the online instruction to complete the renewal process.


Q: What payment options does CarShield except?
  • Annual or multi-term billing:
    Credit card (MasterCard, Visa, or Discover) or debit card.
  • There is a onetime activation fee of $25 for each vehicle.


Q: How can I view my CarShield subscription or service status online?
To view you subscription information simply login to your account, select My Account and then Service Plan.


Q: When will my credit card be billed?
After you credit card is authorized, it will be billed within 12 to 48 hours.


Q: How can I confirm that CarShield received my payment?
CarShield will email to confirm your payment transaction. If you have any questions or concerns call us at 1.800.411.2CAR (1.800.411.2227).


Q: How can I update my account information?
To edit your account information simply log in to your account, select My Account and select Profile to update information such as your address, phone number and vehicle information.


Q: If I purchase a new vehicle can I transfer my CarShield device and service to the new vehicle?
You may transfer you CarShield service if; you have active, paid CarShield subscription and account, There will be one time transfer / Reactivation fee.


Q: What is CarShield vehicle diagnostics?
CarShield Vehicle Diagnostics continuously monitors your vehicles diagnostic systems while you drive. You will receive a diagnostic alert notifying you of the diagnostic issue, a description of the issue, severity and action to be taken. You can also select to receive periodic key diagnostic reports (bi-weekly or monthly) and on-demand reports.


Q: Is there any charge for CarShield Vehicle diagnostics?
CarShield Vehicle Diagnostics is included in the CarShield subscription plans at no additional cost as long as you remain a CarShield subscriber.


Q: How soon will I receive an alert if there is a diagnostic problem?
CarShield alerts are generated automatically upon receipt. Depending on how you configured your alerts (SMS and/or email) on average it will take approximately 15 seconds.
Note: CarShield cannot control how your SMS or email is handled by the network or your email provider. We recommend that you include the CarShield email address in your Contacts or Favorites list, so your CarShield emails won't be rejected or placed in the junk mail folder.


Q: I have more than one vehicle equipped with CarShield; can they all be covered by one mobile phone or email?
Yes, CarShield service alerts are configurable on a per vehicle basis.


Q: How will I be notified if a driver speeds, goes outside a geofence or in case of an emergency?
You can receive alerts and notifications in three different ways: by a text message, by a phone call and by an email. The way you receive the alerts and notifications will depend on your configuration of the notifications.


Q: How accurate are the speed and geofence alerts?
The device is capable of monitoring the vehicle in real time. Speed alerts have a high rate of accuracy and geofence accuracy can vary based on location.


Q: How many alert recipients are supported?
You will be able to add up to 4 alert recipients and you may configure the ways they will get notifications and alerts.



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