TROUBLESHOOTING INFORMATION ON PLANS AND SERVICES

Change sign-in email or password

1. Go to Cadillac.ca.

3. Sign in to My Account.

4. Select the Security tab.

a. In the desktop view, the Security tab will appear on the left side of the screen.
b. In the mobile view, the Security tab will appear along the top of the screen. You may have to scroll left or right to see it.

5. In the email or password section, select the Change link.  
6. Change your email or password.
7. Reenter your original password to confirm.

If you change your email address, you’ll receive a verification link to the new email address. You’ll need to click the Confirm Email button in the email and sign in within 30 minutes to verify your new email address.

Your new email address and password will serve as the sign-in credentials for My Account, the myCadillac Mobile App as well as the OnStar Guardian App.

Expired password link
If you’ve waited longer than 30 minutes to sign in from your password reset email, you’ll need to request a new password link. See Forgot password above for instructions.
 
It can take up to 15 minutes for your password reset email to arrive. If you don’t receive anything, please check your spam or junk mail folders before requesting a new link.  

Your VIN has 17 alphanumeric characters. You can find it on:

• The driver’s side of the dashboard where the dashboard meets the windshield (it’s best viewed from outside the vehicle)
  
• The driver’s door frame — open the driver’s door and find the VIN sticker
  
• Your vehicle’s registration or insurance card
  
• Your monthly diagnostics report email  
  

Incorrect vehicle showing
If any vehicles associated with your email address aren’t yours, please click on the Remove vehicle link next to it and then select the reason.  

If your vehicle has an active OnStar® and Connected Services plan, you'll need to call 1-888-466-7827 to add or remove it from My Account. If your vehicle does not have an active plan, you can add or remove it online through My Account.  

1. Go to Cadillac.ca.

3. Sign in to My Account.

5. Select Manage Vehicles.
6. Select the Add Vehicle button.
7. Enter your vehicle’s Vehicle Identification Number (VIN).

If the system doesn’t recognize your VIN, try reentering it — it must match exactly. If your VIN is still not recognized, call 1-866-694-6546 for assistance.

The system may not recognize your VIN if your vehicle is a new purchase. Sometimes it takes a while for the VIN to appear in GM systems. If you have a new purchase and you are sure that you entered the VIN correctly — yet the system still does not recognize your VIN — register your vehicle by Year, Make and Model.

On the Manage Vehicles page (see above for navigation instructions):

1. Select the Add Vehicle button, then register by Year, Make and Model from the bottom of the page. Click Save.
2. Return to the Edit Vehicle Information page and enter your VIN, then click Save and Finish. Once your vehicle is in the GM system, information specific to your vehicle will be displayed.  

To find information on My Account:

1. Go to Cadillac.ca.

3. Sign in to My Account.

4. Select the Plans & Services tab.

a. In the desktop view, the Plans & Services tab will appear on the left side of the screen.
b. In the mobile view, the Plans & Services tab will appear along the top of the screen. You may have to scroll left or right to see it.

5. Information on your OnStar and Connected Services plan(s) should display.

Other sites with plan information:

• View general plans and pricing information here
  
• Visit the My Plans page to view details related to your current plan
  
• Visit the OnStar and Connected Services Shop to browse specific offers and monthly or annual pricing options for all plans available to you
  

Push the blue OnStar button in your vehicle or call (888) 466-7827 anytime to activate or renew services.
 
To speak with an advisor about payments, call (888) 466-7827. You can also view recent OnStar and Connected Services payments online on your Payments Page.

For assistance with your GM Financial account, visit the Contact Us page at www.gmfinancial.ca to be connected with a Customer Advocate.

a. Go to Cadillac.ca.  

c. Sign in to My Account.

d. Select the Plans & Services tab.

i. In the desktop view, the Plans & Services tab will appear on the left side of the screen.

ii. In the mobile view, the Plans & Services tab will appear along the top of the screen. You may have to scroll left or right to see it.

e. The radio ID will be located in the SiriusXM section.

For some SiriusXM® radios, you will need to press and hold down the SAT or ESN button, or access your radio's menu functions.  

Have your account number, Radio ID or ESN available and call SiriusXM Customer Care at (888) 539-7474.
 
Call Center Hours:  
Monday – Sunday

8:00 AM – 8:00 PM EDT

1. Go to Cadillac.ca.

3. Sign in to My Account.

4. The account panel will display.
5. Select a vehicle. The Vehicle Overview page will display.
6. Under Maintenance & Service Tools, select Service History.  
7. Under Need Service?, select Find another dealer to search by city and state or zip Code.
8. Under the dealer of your choice, select Make this my preferred service dealer.  

Missing preferred dealership
If your preferred dealer is not displaying properly, the system might be down temporarily. Please reload the page and try again.
 
Dealerships may also close or change program participation status. If your preferred dealership no longer shows up in your account information, you may need to contact the dealer directly to schedule service or select a new preferred dealership.
 
Scheduling appointments with your preferred dealer

1. Go to the Service history page (see above for navigation instructions).

2. Under Need Service?, select Schedule Service.

3. You’ll be asked to complete and submit a short on-screen form, prompting the dealer to contact you to finalize the appointment.

Changing or cancelling a service appointment

1. Click Change appointment or Cancel appointment under Need Service? on any page in the Maintenance and Service section of Vehicle Support.

2. If you’ve scheduled your service appointment directly with your dealer, however, you’ll need to contact your dealer directly to change or reschedule your appointment.  

1. On the Diagnostics report page on My Account. 

a. Go to Cadillac.ca.

c. Sign in to My Account.

e. Select a vehicle. The Vehicle Overview page will display.
f. Under Maintenance & Service Tools, select Diagnostics.

2. On the MyCadillac Mobile App,^† by clicking Vehicle Status on the home screen.
3. In your vehicle, by pressing your blue OnStar button.
 
If you don’t have the Remote Access plan, but do have active OnStar and Connected Services, you can still view your Diagnostics Report on My Account. However, the information will only be as recent as your last Diagnostics Report email. You can upgrade to the Remote Access plan to get up-to-date diagnostic information.
 
Action Suggested or Immediate Attention status

• If you receive a yellow icon with “Action Suggested” next to a system on your Diagnostics Report, you can click it for more details
  
• If you receive a red icon with “Immediate Attention” next to a system on your Diagnostics Report, you should schedule service as soon as possible  

If My Account is active, you can access your vehicle’s specific warranty information by selecting Warranty in the Maintenance & Service Tools section.

1. Go to Cadillac.ca.

3. Sign in to My Account.