Frequently Asked Questions
Customers with account specific questions can sign in for more help or check out our user guide.
What vehicles are eligible?
OnStar Vehicle InsightsTM* is available on select properly equipped 2015 model year and newer Chevrolet, Buick, GMC and Cadillac vehicles with an active connected vehicle services plan (excludes Volt, Low Cab Forward trucks and GM vehicles built without OnStar hardware, which includes, but is not limited to, select base Chevrolet and GMC trucks).
* OnStar Vehicle Insights: Terms apply. Available on select properly equipped 2015 model year and newer GM vehicles (excludes Volt, Low Cab Forward trucks and GM vehicles built without OnStar hardware, which includes, but is not limited to, select base Chevrolet and GMC trucks). Requires an active connected vehicle services plan. Fees, services and availability subject to change without notice. Applicable taxes not included. Does not include emergency or security services. Diagnostic capabilities vary by vehicle model. Not all issues will deliver alerts. Message and data rates may apply. See onstarvehicleinsights.ca for details and limitations.
Why can't the system read the VIN file I'm trying to upload?
If you're having trouble uploading a VIN file, make sure you're using a .csv file. You can also type your VINs manually or copy and paste from your existing list. If you have additional questions or need assistance, please call and advisor at 1-833-266-6565 or email firstname.lastname@example.org
Why didn't I receive my activation email?
If you didn't receive your activation email, check your spam or junk folders. The email will come from email@example.com. If it's not there, please call an Advisor at (833) 266-6565 for assistance.
Does OnStar Vehicle Insights offer a monthly service plan?
Yes. OnStar Vehicle Insights has a monthly service plan cost with no annual contract. New subscribers can try at no additional cost for the first two months* .
* Trial Offer: Includes 2 months of OnStar Vehicle Insights starting at account activation date. Message and data rates may apply. Limit one trial offer per account. Visit onstarvehicleinsights.ca for details.
How much is the monthly service plan cost for OnStar Vehicle Insights?
OnStar Vehicle Insights is $18.99* per vehicle, per month, plus taxes. For questions about billing or pricing, please reach out to our Advisor team at (833) 266-6565.
* Plan Pricing: Plus applicable taxes and fees. Payment method on file is required for monthly service plans. Packages/pricing/taxes are subject to change.
Where is OnStar Vehicle Insights available?
Coverage is currently available in the U.S. and Canada only.
Do I need a paid OnStar service plan to enroll in OnStar Vehicle Insights?
No. Your vehicle simply needs to be enrolled in a connected vehicle services plan. For more information about this and other OnStar Safety and Connected Services plans, visit onstar.ca/businesssolutions.
Can I purchase OnStar Vehicle Insights at the same time as I purchase a new vehicle?
Yes, as long as your vehicle is properly factory equipped. Ask your dealer to add the OnStar Vehicle Insights RPO codes during your new vehicle purchase.
I already purchased a service plan during my new vehicle purchase, how do I activate it?
To add your newly purchased vehicle to your OnStar Vehicle Insights service plan, login to your account (or create one here). Contact our customer support team via the Help tool or contact us with the following information: account Name & VIN. We will add the vehicle to your account and ensure that your account is properly credited.
What should I do if I am getting an error message that says my browser isn’t supported?
For best results, please access OnStar Vehicle Insights via Google Chrome* .
* Google Chrome: Chrome is a trademark of Google LLC
My Commercial Link account is now closed. Has my membership automatically updated?
Your membership was not automatically updated. You should have been notified when your account was eligible for upgrade. If you haven’t been notified or have more questions, please contact us.
How do I add vehicles to my account?
You can add vehicles to your account as long as you have a GM Fleet Account Number (FAN). Please call an Advisor at (833) 266-6565 for personal assistance with the vehicle onboarding process.
I don't have access to the email address originally associated with my VIN. Is there another way to onboard the vehicle?
To onboard a vehicle, we must verify that you own the vehicle or are authorized to onboard the vehicle. If you can't complete this verification by email, please call an Advisor at (833) 266-6565 for assistance.
What do I do if I receive a “Configuration” error?
A "Configuration” error message indicates that a VIN on your account requires further assistance from the OnStar Vehicle Insights team. Please call an Advisor at (833) 266-6565 for assistance.
I onboarded a vehicle, but the status still says, "Waiting for Ignition." Do I need to do something to complete the process?
“Waiting for Ignition” means our system is waiting to talk to the vehicle. All you need to do is turn on the ignition of that vehicle for a moment. In some cases, it may take up to 48 hours for the configuration to complete. If you are still receiving this message after 48 hours, please call an Advisor at (833) 266-6565 for assistance.
When onboarding, why am I asked to send a verification to my email address?
Some vehicles with active connectivity hardware are not immediately verified by the system. This is often because the VIN is associated with a different email address. You will need to follow the verification steps to get this vehicle connected properly.
Why is my vehicle considered “non-compatible” during onboarding?
Most likely it’s because your vehicle is not equipped with active connectivity hardware. This vehicle will require manual entry of information and may not qualify for all services within the tool.
I'm having an issue onboarding my vehicles not stated above. What do I do?
If you're having an issue, please call an Advisor at (833) 266-6565 for personal assistance with the vehicle onboarding process.
How do I add a manager?
Select the Users tab and click the + icon. Enter the manager's email address and they will receive an email with instructions to create their account.
When I set up a notification, will the vehicle driver/fleet manager also receive the same notification?
Whoever sets up each notification determines who will receive it, and how they will be notified. Visit the Notification Centre to create new notifications.
What is a tag?
Tags help you group and organize your vehicles (e.g., "service" or "delivery"), and can even be used to group vehicles in different sub-fleets with the same tag.
What is a vehicle label?
Vehicle labels are customizable to help you easily identify individual vehicles in your fleet (e.g., "Blue Truck" or "Mike's SUV").
How do you determine what a “trip” is?
A trip begins with a full ignition turn on and ends with a full ignition turned off. Remote start not applicable.
How is a Trip Score calculated?
The Trip Score takes into consideration hard braking, hard acceleration, and amount of time over 120 km per hour. It looks at the likelihood of an accident based on the specific driver behavior in a trip. We average each Trip Score over the length of a trip since that one event on a shorter trip has more impact than one event over a longer trip. The exact calculation of the score is proprietary to General Motors.
Where can I locate remote commands?
Remote commands can be found in two places: on the Vehicles page by selecting the Remote Commands button or by clicking on a vehicle within the map and selecting the Remote Commands icon located at the bottom of the vehicle picture.
What remote commands are accessible to fleet managers and drivers?
Fleet Managers and drivers are able to remote lock and unlock, sound the horn and flashlights. Drivers also have the ability to remote start vehicles.
* Remote Key Fob: Lock/unlock feature requires GM factory-installed automatic locks. Remote start requires GM factory-installed and enabled remote start system.
I have vehicles in different time zones, how is that handled within OnStar Vehicle Insights?
Time zones are reported based on the user’s time. This can be set or adjusted on the User Profile page. A correct time zone is important for features like Geofence and maintenance as specific times are needed for those notifications. NOTE: Trip History uses the vehicle time zone. Moving between multiple time zones in a day may result in duplicate notifications.
What is the threshold for Tire Pressure notifications?
A Tire Pressure* notification is triggered when the percentage of air drops below 92%. Measurement is against the manufacturer recommended tire pressure level for the specific vehicle.
* Tire Pressure: Available on properly equipped vehicles. Does not monitor spare tire.
What is the threshold for Oil Life notifications?
An Oil Life notification is triggered when oil level drops below 20%.
I am a driver, how do I access my account?
Login through your mobile web browser. You'll also soon be able to download our mobile app* .
* Mobile App: Available on select Apple and Android devices. Service availability, features and functionality vary by vehicle, device and the services selected. Terms apply. Device data connection required. See onstarvehicleinsights.ca for details and limitations.
Is the driver view available on desktop?
Currently, the driver view is only available via your mobile web browser. In addition, this view will soon be available via our mobile app* .
Available on select Apple and Android devices. Service availability, features and functionality vary by vehicle, device and the services selected. * Mobile App: Terms apply. Device data connection required. See onstarvehicleinsights.ca for details and limitations.
Can I report a road speed limit that is incorrect?
Yes, please report any issues using our help tool.
Can I pay for OnStar Vehicle Insights when I purchase my vehicles?
Yes, work with your dealer to determine a plan that is suitable for your needs.
I just completed a trip but can’t find my Trip History details?
In general, trips are posted as soon as ignition is turned off, however, there are instances when it may take up to 3 hours to see this data. A dotted line trip may appear while trip details are processing. Please note, we are still collecting real-time vehicle and location information even if your trip history data is still being processed. To see the current location of your vehicle, click View On Map. Additionally, assigning a driver or marking the trip as business or personal will be available after the trip populates. If you do not see the trip after 3 hours, please contact our OnStar Vehicle Insights Advisor team.
Why are some of my trips showing a dotted line?
Some trips take longer to process. As your trip history is populating, you may see a dotted line on the map showing the start and endpoint of the trip. The full trip details including route, breadcrumbs and driving events will be available when processing is complete. Additionally, assigning a driver or marking the trip as business or personal will be available after the full trip populates.
Need more support?
If you didn’t find what you’re looking for, feel free to contact us. We will get back to you as soon as possible.