FordPass Terms and User Guide

Ford Motor Company of Australia Pty Limited

Version date: January 2025

A few important points:

It is important that you read all of the FordPass Terms. However, set out below are the substance and effect of certain terms that Ford would like to draw to your attention. Capitalised terms have the same meaning given to them in the FordPass Terms.

• Subscription Services. Clauses 5, 6 and 7 set out your obligations to pay recurring Fees for certain Subscription Services. Clause 5.3 also details how you will not be entitled to a refund of such Fees if you cancel the relevant Subscription Service more than 14 days after the commencement of your first Billing Period.
• Your responsibilities. Clause 2 sets out your responsibility for the use of FordPass and its features for your Connected Vehicle, even if you are not the individual using FordPass or features and even if you claim later that another persons’ use was not authorised. Clause 11 sets out your other responsibilities in relation to your use of FordPass, including the FordPass App and the Connected Services.
• Termination, Suspension and Cancellation. Clauses 5.4 and 13 detail our rights to suspend or cancel your access to FordPass and/or to a specific Subscription Service at any time.
• Liability limits. Clause 15 limits our liability to you, meaning that if we breach these Terms, you may not be able to recover from us the full extent of any loss that you suffer. To the extent permitted by law, we are not liable to you for any losses arising out of or related to your use of FordPass, irrespective of the manner in which it occurs.

FORDPASS TERMS

1. About these Terms

Your vehicle (Connected Vehicle) is equipped with a factory-installed cellular modem (FordPass Connect). Ford Motor Company of Australia Pty Limited (ABN 30 004 116 223) (Ford, we, us, our) and our affiliates use the FordPass Connect to provide your Connected Vehicle with a range of services and functionalities (Connected Services).

By accessing and/or using the FordPass App and Connected Services (including through your Ford Account on our website) (together, FordPass), you agree to these terms of use (the FordPass Terms or Terms) and confirm that you have the capacity to enter into, be bound by, deliver and perform the obligations under these Terms.

If you do not accept these Terms, then you may not use FordPass. If you wish to opt-out of FordPass, you can stop accessing or using the FordPass App and Connected Services. You should think first about any products or services that you access or use through FordPass - deleting the FordPass App won't terminate those products or services, or end your obligation to pay subscription fees in respect of certain Connected Services, and you might not be able to access those products or services another way.

These Terms are important. You should read them carefully before accessing and/or using FordPass.

2. Accounts and registration

• 2.1 Accounts

To access FordPass, you must register for, and hold, a Ford Account. You must not create an account on behalf of another person or business. To create an account, you must:

• possess the right and ability to enter into a legally binding agreement with us;
• agree to only use FordPass in accordance with these Terms; and
• confirm you have read and understand these terms when you create an account.


• 2.2 Registration process

You must ensure that any information you provide to us, including in relation to your registration for a Ford Account, is accurate and current. When you register and activate your Ford Account, you must choose a password. You are responsible for keeping your account information and password secure and for all use and activity carried out in connection with the Ford Account, including in relation to the FordPass App and Connected Services.

• 2.3 Inviting other authorised users

As part of or after registering for an account, you may authorise up to 10 other users of the FordPass App to access and use your Connected Vehicle. All authorised users associated with your Connected Vehicle have the same access, functionality and views to information as you, including vehicle location. When you provide us with details of an individual you wish to authorise, we rely on you to:

• discuss the authorisation with the relevant individual;
• make sure their details are accurate and current; and
• where the authorised user is under the age of 18 - ensure that they only use FordPass under your supervision.

You are responsible for any and all use of FordPass and its features for your Connected Vehicle, even if you are not the one using FordPass and even if you claim later that another persons’ use was not authorised (except to the extent caused by our fraud, negligence or wilful misconduct).

3. Connected Services

Two types of Connected Services exist.

• Standard Services available to FordPass users with ‘fully activated vehicles’. These include remote command and control features, and vehicle status and health alerts. For details, refer to the FordPass User Guide.
• Subscription Services available for your Connected Vehicle in exchange for the payment by you of recurring subscription fees (Fees). These include connected built-in navigation services for your Connected Vehicle.

The Connected Services available to you from time to time will depend on your vehicle model and its level of specification. Details of the applicable subscription fees for Subscription Services are available via your Ford Account.

4. Sale or transfer of your Connected Vehicle

The Connected Services are not transferable to another Connected Vehicle. Before you sell your vehicle, your lease ends or your vehicle is otherwise disposed of, you must complete an in-vehicle Master Reset and in-App User Reset to cancel all of your Subscription Services and to return your Connected Vehicle to its default settings.

5. Subscription Services

• 5.1 Trial Period

Your Connected Vehicle may come with eligibility for a trial period (each a Trial) in respect of certain Subscription Services. Each Trial is effective for a limited time period that, depending on the particular Subscription Service, commences on the warranty start date for your Connected Vehicle or upon your enrolment in that Trial via your Ford Account. For clarity, your Connected Vehicle will only be eligible for one Trial in respect of each Subscription Service. If your Connected Vehicle has been owned or used by someone before you, they may have used the included trial period for a Subscription Service which means you will be ineligible for that Trial.

Further information regarding the eligibility and duration of your Trials are available via your Ford Account.

• 5.2 Subscription

After each Trial expires, you must subscribe to and purchase the relevant Subscription Service via your Ford Account, select a renewal interval (the Billing Period) and place an active credit or debit card on file with us in order to receive the Subscription Service. The Billing Period for each Subscription Service, whether a month or a year, commences when we send you an email confirmation for the Subscription Service. Your subscription will automatically renew for the next Billing Period at the end of each renewal interval, and you will be charged for that next Billing Period unless you cancel your subscription before it commences.

• 5.3 Your cancellation rights

You may cancel a Subscription Service at any time via your Ford Account or by contacting one of our customer service representatives and notifying us that you want to cancel that Subscription Service. We will cancel your subscription as soon as reasonably practicable after receiving your request.

• Cancellation By You - First 14 Days. If you cancel a Subscription Service for any reason within 14 days of the commencement of your first Billing Period, we will reimburse any Fees you have paid in respect of that Subscription Service and cancel your access to that Subscription Service immediately. Maximum of 1 refund per VIN, per customer.
• Cancellation By You - Other. If you cancel a Subscription Service at any other time during the Billing Period, you will continue to have access to that Subscription Service until the expiry of the then-current Billing Period.


• 5.4 Our cancellation and suspension rights

We may, in our sole discretion (acting reasonably), suspend or cancel your access to a Subscription Service at any time and for any reason, including but not limited to where:

• you have not paid the applicable Fees for any reason;
• you have materially or persistently been in breach of these Terms;
• you sell or transfer ownership of the Connected Vehicle and complete the required in-vehicle Master Reset or Ford Connect reset;
• necessary to mitigate an identified risk or to prevent the Subscription Service or FordPass from being abused, manipulated, or otherwise undermined by you or a third party;
• we are no longer able to reasonably provide the Subscription Services to you; or
• we decide to no longer offer the Subscription Service.

We will generally notify you before we suspend or cancel a Subscription Service. However, we don't have to do this if it is necessary to manage a security risk or other material and immediate risk.

To the extent permitted by law, our sole liability for the cancellation or suspension of a Connected Service will be to refund you prorated Fees paid for unused Subscription Services, and only in circumstances where we are unable to, or choose to no longer, provide the Subscription Service (except to the extent such liability is caused by our fraud, negligence or wilful misconduct).

6. Fees, Payment and Billing

• 6.1 Processing

Certain payment information and payment processing is handled by our third party payment processor Stripe to process and manage payments for the Subscription Services.

• 6.2 Fees

You must pay to Ford all Fees incurred through the use of your FordPass account and the Subscription Services for your vehicle, including by other FordPass users that you have authorised to access your Connected Vehicle. You must pay all Fees and taxes in accordance with the instructions provided by Ford without setoff, recoupment, deduction, withholding or other reductions. All Fees shall be in Australian dollars.

• Recurring Fees. You must keep an active credit or debit card that we accept in your Ford Account. You consent to Ford debiting your recurring Fees for Subscription Services from this credit or debit card on the expiration of the then-current Billing Period. All Fees for Subscription Services will be charged in advance of the term to which they apply and are non-refundable except to the extent permitted by these FordPass Terms.
• Low Value Authorisation. We may submit a low value authorisation for your active credit or debit card. Your card will not actually be charged, and any temporary charge shown on your account will disappear in a few days.
• Failure of automatic payment. We may cancel or suspend your access to a Subscription Service without notice to you if your credit or debit card provider refuses a charge from us or if such card has otherwise expired. You will be responsible for any charges due at the time of such suspension or cancellation.
• Reimbursement. Where we are required to reimburse Fees we will do so using the same means of payment as you used for the initial transaction, unless we expressly agree otherwise. In any event, you will not incur any fees as a result of the reimbursement.


• 6.3 Liability for any use

Any person who uses your Connected Vehicle or FordPass can make use of the services described in these Terms, and you will remain responsible to Ford for payment of the applicable Fees.

• 6.4 Additional Information

Sometimes we might ask for more information from you - you must provide us with information we reasonably ask for (otherwise, we may suspend or cancel your access to Subscription Service and delay, block or refuse to process transactions or close your Accounts).

7. Taxes

• 7.1 Amounts inclusive of taxes

Unless otherwise stated, all amounts you must pay us under or in connection with these terms (including Fees) are inclusive of all taxes (including GST).

• 7.2 Tax invoice

We will issue a tax invoice for supplies we make under or in connection with these Terms.

8. Privacy and Data Protection

We collect, use and handle personal information about you in the manner and for the purposes set out in the Ford Privacy Policy (located here) and the FordPass Privacy Collection Notice (located here).

• the FordPass Privacy Collection Notice explains how we store, use, and disclose your personal information, and the consequences if this information is not collected.
• the Ford Privacy Policy outlines our management of personal information more generally, and explains how you can lodge a complaint regarding the handling of your personal information and how we will handle any complaint.

9. Intellectual Property

• 9.1 Licence

  We own or licence from third parties all rights, title and interest (including copyright, designs, patents, trademarks and other intellectual property rights) in FordPass and all of the material (including all software, content and data) made available on FordPass (Content). FordPass is protected by worldwide copyright, trademark, patent, trade secret, and other proprietary rights, whether or not a copyright notice or other proprietary mark is present.

  You agree to:

  • comply with all laws (including intellectual property laws) in your use of FordPass and any Content; and
  • not use, copy or reproduce FordPass or any Content except to the extent permitted by applicable law.

Your use of and access to FordPass and any Content does not grant you any rights, title or interest to you in relation to FordPass or the Content. However, we do grant you a non-exclusive, non-transferable, limited licence to access and use FordPass and any Content on the provision of these Terms and as otherwise expressly authorised by us and/or our third party licensors.

• 9.2 Trademark Notice

The Ford name, and all trademarks and logos displayed on FordPass or the Ford website are owned or used under licence by us. The unauthorised use of any trademark displayed on FordPass or on the Ford website is prohibited.

• 9.3 No commercial use

FordPass is for your personal, non-commercial use only. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, commercially exploit, create derivative works from, transfer, or sell any software, products or services contained within the FordPass (including any Connected Service). You may not use FordPass to further any commercial purpose, including any advertising or revenue generating activity on your own website or other platforms.

10. Integration with other Ford Services and Third Party Services and Third Party Materials

• 10.1 Other Ford Services and Third Party Services

  FordPass may integrate with, or contain links to other products, apps, websites or services that are:

  • operated by Ford or its related entities (each an Additional Service); or
  • owned or controlled by third parties (each a Third Party Product or Service).

  Additional Services may be subject to additional terms that may be presented in connection with their use, and by using an Additional Service, you agree to the applicable terms and conditions.

  Where a third party provides you with a Third Party Product or Service, that third party is responsible to you for the relevant Third Party Product or Service. You may be asked to agree to the terms and conditions of the third party before accessing its Third Party Products or Services. Those terms and conditions will govern your relationship with the third party (including in respect of any information they collect from you while you are using the relevant Third Party Product or Service). We are not responsible for any Third Party Products or Services nor the accuracy of any information a third party gives you.

  When using a Third Party Service, you may leave the FordPass platform. We will indicate when you are leaving the FordPass platform. We encourage you to read the terms and conditions and privacy policy of each Third Party Service that you use.

  Some FordPass features and Third Party Products or Services are supported by Google Maps and/or Google APIs, the applicable terms and conditions and privacy policy for which are hyperlinked below.

  • the Google Maps / Google Earth Additional Terms of Service; and
  • the Google Privacy Policy.

  You will be directed to Google's privacy policy and have the opportunity to provide consent before you use FordPass features or Third Party Products or Services supported by Google Maps and/or Google APIs. If you decline or withdraw your consent at any time using your privacy settings in the FordPass App, you will not be able to rely on the FordPass features or Third Party Products or Services that are supported by Google Maps and/or Google APIs for essential functionality.

• 10.2 Third Party Materials

  We may display, include or make available content, data, information, applications or materials from third parties (Third Party Materials) or provide links to certain third-party web sites to provide you with the Connected Services. By using the Connected Services, you acknowledge and agree that Ford is not responsible for examining or evaluating the content, accuracy, completeness, timeliness, validity, copyright compliance, legality, decency, quality or any other aspect of such Third Party Materials or web sites.

• 10.3 Open Source Software

  FordPass may contain, or rely in part on, certain free, shared, or public library software (Open Source Software). Please refer to the posted Open Source Software acknowledgements located at http://corporate.ford.com/ford-open-source.html for more information on any obligations or restrictions that may apply to the use of Open Source Software.

• 10.4 Dealer Services

  Where you connect with your Ford dealer via FordPass for servicing needs, all appointments and vehicle services are the responsibility of you and your Ford dealer. Ford dealers are separate legal entities independent from us, and we are not responsible or liable for dealers’ activities, including any services you receive from your dealer or the content of dealer websites.

11. Your responsibilities

You must:

• not alter, or allow third parties to alter, the Connected Services, FordPass App or Ford Account in any way, including by:
  
  
  • manipulating the Connected Services, FordPass App or Ford Account to alter your access;
  • reverse engineering, disassembling or decompiling the Connected Services, FordPass App or Ford Account;
  • interfering with the operation of the Connected Services, FordPass App or Ford Account; or
  • using any data mining or extraction tools in connection with the Connected Services, FordPass App or Ford Account;
     
• not use the Connected Services, FordPass App or Ford Account to do anything that is, or we reasonably think is, illegal, unethical, abusive or inappropriate, or let someone else do this;
• not download and install the FordPass App onto a jailbroken or rooted device;
• not create a database, systematically download, store, websites, link or frame any or all of the materials from Connected Services, FordPass App or Ford Account;
• not use FordPass with other content or in a manner that impersonates any person, business or entity, including us;
• not interfere, try to interfere, disrupt, or try to disrupt our servers or networks, or disobey any of our network access or security requirements;
• ensure that you have access to a compatible mobile device, internet, mobile network data and voice call services required for your use of the FordPass App and Ford Account;
• ensure that the Connected Vehicle, FordPass Connect Modem and your device which hosts the FordPass App are functioning and activated;
• update the FordPass App to the extent Ford makes such updates available;
• keep your personal information and Ford Account information correct and up-to-date;
• not allow anyone else to access or use your FordPass App or Ford Account;
• not allow anyone (other than an authorised user) to use your Connected Vehicle or the Connected Services;
• take reasonable steps to ensure that use of FordPass does not expose you, your mobile device or your vehicle to the risk of viruses, malicious computer code or other forms of interference which may damage your mobile device and/or Connected Vehicle;
• notify Ford immediately and change your Ford Account password if you suspect that there has been unauthorised access to your FordPass account or there is any other security breach or issue relating to FordPass; and
• delete the FordPass App before you sell, lend or get rid of your mobile device.

You are solely responsible for any use of the Connected Services in your Connected Vehicle, even if you are not the one using it.

12. Term

This agreement will continue until it is terminated by you or us. You may terminate this agreement at any time for any reason by deleting your account in the FordPass App or by contacting our Guides (Guides@ford.com) and notifying us that you want to cancel FordPass.

13. Termination and Suspension

We may terminate this agreement, or suspend temporarily part or all of your access to FordPass at any time (acting reasonably) by written notice (including by email to your current registered email address) for reasons including (but not limited to) the following:

• you commit a serious or persistent breach of a term which you fail to remedy (if remediable) within 5 days after the service of written notice requiring you to do so;
• circumstances arise where (in our reasonable opinion) such action will mitigate an identified risk or prevent FordPass from being used for unlawful purposes or otherwise abused, manipulated or otherwise undermined by you or through your use of FordPass or your Ford Account; or
• where we decide to no longer offer some or all of the services through FordPass.

Without limiting the above, we may suspend your access to FordPass or your Ford Account on an emergency basis without notice to you if we reasonably believe that there is a risk of fraud, a security breach or unusual activity and if we reasonably believe that suspension of your access is reasonably necessary to investigate and address this risk.

14. Disclaimer

When you use FordPass, you acknowledge and agree that:

• we can, without your consent, change FordPass, including by changing, adding or removing features, products and services (including Connected Services) and updating it;
• Ford will use reasonable skill and care to ensure that FordPass is safe and secure to use and to prevent it from causing damage to your device or any other digital content stored on your device. However, Ford cannot guarantee that FordPass will be safe, secure or free from bugs or viruses or other malicious programs; and
• Ford cannot guarantee that FordPass and/or the services will be available uninterrupted and in a fully operating condition at all times and will not be responsible for any failure or delay in performing our obligations under the Terms if such failure or delay results from any events, circumstances or causes beyond our reasonable control. In these circumstances we will be entitled to a reasonable extension of time for performing our obligations.

15. Limitation of liability

• 15.1 Statutory guarantees

  FordPass and the Content is provided on an "as is" and "as available" basis and to the extent permitted by law (including the Australian Consumer Law) we make no representations, warranties or guarantees about FordPass or any Content. Where there are guarantees that cannot be excluded or limited under the Australian Consumer Law, our liability for a failure to meet such a guarantee is limited to doing one or more of the following (at our election):

  • in the case of goods, repairing, replacing or supplying equivalent goods, or paying the cost of any of those remedies to you; or
  • in the case of services, supplying the services again or paying the cost of having the services supplied again.
     
• 15.2 Exclusion of liability

  To the maximum extent permitted by law (including under the Australian Consumer Law), we exclude liability for any direct and indirect loss, damage or expense - irrespective of the manner in which it occurs; contract, tort (including negligence) or otherwise - arising out of or related to your use of FordPass, including where it is suffered:

  • due to your use of FordPass, the Connected Services and/or the information or materials contained on or made available through it (including the Content);
  • as a result of inaccessibility of FordPass or the Connected Services; or
  • as a result of the fact that certain information or materials contained on FordPass or through the Connected Services are incorrect, incomplete or not up-to-date.

  This does not apply to any loss, damage or expense caused by our fraud, negligence or wilful misconduct.

• 15.3 Limitation of liability

  To the maximum extent permitted by law (including under the Australian Consumer Law), our maximum aggregate liability to you for any loss, damage, liability or expense you incur or claims you make against us under or in connection with these Terms (however arising, including in negligence) is limited to:

  • the higher of the amount of Subscription Fees you have paid (if any); or
  • AUD $100.

16. FordPass App

The FordPass App is provided to you by us. We are responsible to you for it, even where you download it from the Apple iOS App Store or Google Play Store. Apple and Google are not responsible for the FordPass App and this provision applies for their benefit. If you have any queries or issues (including any legal issues) about the FordPass App, you must contact us, not Apple or Google.

17. Variations

We may (in our sole discretion) modify, update or replace any or all of these FordPass Terms without your consent. This includes a change that:

• adds, removes or varies a Subscription Service;
• adds, removes or varies a feature or functionality of FordPass;
• adds, removes or varies a Fee;
• is required to comply law, or guidance or requirements of a regulator, a decision of a court or other dispute resolution process;
• is required for security reasons;
• we reasonably consider you will benefit from;
• is administrative, minor or corrects a mistake or omission; or
• reflects changes to our business or technological systems.

We will notify you of any amendments to the FordPass Terms:

• that we reasonably consider is unfavourable to you, like adding or increasing a fee or charge or removing a Connected Service - at least 30 days before we make the change. We may give you less notice if it is reasonably necessary to manage a material or immediate risk; or
• that we reasonably consider has a positive or neutral effect on you - no later than the day we make the change.

This notice may be provided via email, SMS or a message on the FordPass App or your Ford Account. Continued use of FordPass following the reasonable notice period and implementation of the variation shall be deemed acceptance of the new updated Terms.

You can stop accessing or using FordPass, delete the FordPass App or cancel an affected Subscription Service if you do not like a change we make. However, you may not be able to access or use FordPass or any cancelled Subscription Services if you do this. 

18. Miscellaneous 

• Severability. If a provision in this agreement is wholly or partly void, illegal or unenforceable, that provision or part must, to that extent, be treated as deleted from this agreement. This does not affect the validity or enforceability of the remainder of the provision or any other provision of this agreement.
• Governing Law. Your use of FordPass and these Terms are governed by the law of Victoria and you submit to the non-exclusive jurisdiction of the courts exercising jurisdiction in Victoria.

19. Contact Us

If you have any questions, comments or complaints about FordPass functionality or services or how we handle your personal information, you may contact us as follows:

• Email
  FordPass Guides: Guides@ford.com
  Ford Customer Relationship Centre: foacust1@ford.com
• Phone
  FordPass Guides: 1800 806 978
  Ford Customer Relationship Centre: 13 FORD (13 3673)
  Monday - Friday 8am to 6pm
• Mail
  Ford Motor Company of Australia
  Customer Relationship Centre
  Private Mail Bag 5, Campbellfield, Victoria, 3061

FORDPASS USER GUIDE

Before you get started, we want you to know how FordPass works, including how it works with Connected Vehicles (described below).

1. Getting Started

To make use of your Connected Vehicle, you need to download the FordPass App, create an account and, similar to the concept of Bluetooth pairing, link the two together to create a ‘fully activated’ vehicle. Once fully activated, in addition to the standard services offered in FordPass, a range of Connected Services are available to you including those below.

The FordPass App can be used as a standalone app, to see limited information about a given vehicle. Do not download and install the FordPass App on a jailbroken or rooted device. Using a jailbroken or rooted device may expose your mobile device to risks, including but not limited to security vulnerabilities, stability issues and crashes.

This account will also allow you to access services on Ford’s website, including Subscription Services, subject to acceptance of applicable terms.

In addition, through FordPass you can authorise other FordPass users to have access to your Connected Vehicle. All authorised users associated with your Connected Vehicle have the same access, functionality and views to information as you, including vehicle location.

2. Deleting FordPass

If you no longer choose to use FordPass, you can uninstall the FordPass App from your mobile device. If you uninstall the FordPass App, this will not delete your Ford Account information. If you wish to delete your Ford Account, this can be done in the Account Settings of the FordPass App, or please contact our Guides (Guides@ford.com) and provide them with the email address you used to set up your account.

If your vehicle has a FordPass Connect modem your vehicle will continue transmitting data to Ford even if you uninstall the FordPass App. You can turn off ‘Vehicle Connectivity’ via the in-vehicle SYNC system, in the Settings menu and therefore, the sending of data from your vehicle’s modem will cease.

3. Subscription Services

• Registering for Subscription Services. You may select Subscription Services for your Connected Vehicle using the function available in the "Subscriptions" section in your Ford Account.
• Cancellation of Subscription Services. Cancel your access to a Subscription Service by using the function available in the "Subscriptions" section in your Ford Account or by contacting one of our customer service representatives and notifying us that you want to cancel that Subscription Service.
• Sale, Transfer or Disposal of your Connected Vehicle. You must complete an in-vehicle Master Reset to cancel all of your Subscription Services and to return your Connected Vehicle to its default settings.
• Subscription Fees and Payment Processing. Ford will outline the recurring Subscription Fees for each Subscription Service in your Ford Account.
• Modification of Subscription Fees. Any changes to the Subscription Fees will be visible in your Ford Account and communicated to you by email.
• Ordering Subscription Services. The following steps have to take place before we agree to provide you with a Subscription Service:
  
  
  • (i) Ordering: you place your order by pressing the 'Confirm Payment' button at the end of the check-out process and submitting your payment details to us.
  • (ii) Reviewing order: Before placing your order, the check-out process will give you the opportunity to review and, if necessary, to change your selection and/or correct any errors in your order information. Please take the time to read and check your order at each page of the order process.
  • (iii) Accepting our terms: You will be asked to click to confirm that you accept the terms presented to you. If you do not wish to be bound by the terms presented to you, you should not place an order.
  • (iv) Acknowledgement of your order: Once you have submitted your order details, you will see an on-screen acknowledgement that your order has been placed. However, please note that this does not mean that your order has been accepted. Our acceptance of your order will take place as described below.
  • (v) Our acceptance of your order: We will confirm our acceptance of your order by sending you an email confirmation. If we are unable to accept your order, we will inform you as soon as possible.

4. System Requirements, Updates and Cancellations

• 4.1 FordPass App

  The FordPass App can only work when connected to the telecommunications network. It may be unavailable or particular services interrupted from time to time for a variety of reasons, for example due to poor signal strength or FordPass App infrastructure changes.

• 4.2 Connected Vehicles

  Connected Vehicles contain in-vehicle systems. From time to time these systems may require updating. System updates can range from small adjustments through to extensive software upgrades or changes, for example to introduce a new feature. These updates can be made in multiple ways, physically when you take your vehicle to be serviced or remotely through over-the-air transmission using your vehicle’s embedded modem. If not updated, some vehicle features or services may not operate as intended or may cease to work.

  Where a small adjustment is administered, it does not alter the vehicle software nor its function, rather it will fine tune the operation of an existing feature. Where the embedded modem in your Connected Vehicle is on, your vehicle will receive these small adjustments remotely, without any further action from you and without disruption to you, your vehicle usage or your driving experience.

  Where a system update involves an upgrade or change to software, some of these changes can be delivered over-the-air to your Connected Vehicle. Software changes will be deployed differently depending on the SYNC system your vehicle is equipped with, as explained below:

  • For SYNC 3 equipped Connected Vehicles, software updates can be made over-the-air to the modem. Where the vehicle’s embedded modem is on, Ford, our affiliates and/or service providers may remotely check and deliver software updates, upgrades, supplements, or changes without any further notice to you.
  • SYNC 4 equipped Connected Vehicles contain an ‘Automatic Updates’ setting. Information on Automatic Updates can be viewed via the SYNC system in your vehicle by selecting Settings, then System Updates. You will see Automatic Updates with a slide bar indicating whether it is set to ‘On’ or ‘Off’.
  • Where Automatic Updates is set to ‘On’ in your vehicle, you agree that Ford, our affiliates and/or service providers may remotely check and deliver software updates, upgrades, supplements, or changes without any further notice or additional consent from you. For SYNC 4 equipped Connected Vehicles, software updates can be delivered over-the-air to in-vehicle systems including certain vehicle modules, SYNC and modem modules. These updates may include vehicle enhancements and updates to improve vehicle quality, vehicle capability and to add vehicle features or software security updates.
  • Where Automatic Updates is set to ‘Off’ in your vehicle, it can still receive these updates however you will need to accept each update.
     
• 4.3 Connected Services

  Below you can find a description of the services which are currently available in FordPass or require a fully activated vehicle to function and the terms you should be familiar with when using those services.

  FordPass can be used as a standalone app, to see limited information about a given vehicle (requires a Vehicle Identification Number (VIN)).

  If you have a Connected Vehicle, FordPass can be linked to create a fully activated vehicle, and you can then access Connected Services described below. These services will vary between vehicle model and level of specification. Details of what services are available on your vehicle are displayed in FordPass.
   

  • (a) Connected Services
    
    
    • Remote Start: Prior to departure, you can start your vehicle’s engine from your mobile device in order to heat or cool the cabin. For this function to work, the automatic transmission must be in Park and the bonnet must be closed. This may take up to 4 minutes. The vehicle is ready to be driven once you arrive with your vehicle key. It cannot be driven without the key.

      Note:

      • Always ensure your keys are with you and not in the vehicle when you perform a Remote Start, or while the Remote Start command is in process, as the vehicle will lock even if a key is present inside the vehicle.
      • When a Remote Start command is performed and the cabin doors are closed, the vehicle will ensure it is locked (confirmation of single stage locking), before starting the engine.
      • Should a cabin door be ajar when Remote Start is activated, the vehicle will attempt the locking cycle, and the Remote Start function will still operate successfully.
      • When the Remote Start command is activated (and the cabin doors are closed), the alarm system is active but in a reduced guard mode to avoid false alarms. The perimeter alarm remains fully active, however vehicles capable of double locking will revert to single stage central locking.
      • After a Remote Start is performed, the vehicle will remain locked.
      • As a safety precaution, FordPass will only successfully Remote Start the vehicle twice in a row. On the third attempt, you will receive an error message requiring you to start the vehicle manually.
      • Remote Start is not compatible with manual transmissions and therefore not available on manual models.
      • Please use Remote Start responsibly, only in well ventilated areas, and where you are aware of your vehicle’s surroundings.
         
    • Remote Lock and Unlock: You can lock and unlock your Ford remotely, meaning you don’t have to rush back to your vehicle to check if you’ve remembered to lock the doors. This also allows you to let passengers into your vehicle regardless of whether you are there or not. This may take a few minutes.

      Note:

      • Remote Lock and Unlock attends to the vehicle cabin doors, bonnet, boot or tailgate. It does not include sunroof where fitted. In other words, if you have left your sunroof open, and lock your vehicle remotely, it will not close your sunroof.
      • The Remote Lock feature will work even if you leave your key or key fob in the car.
      • Always take your key or key fob with you when you leave your vehicle.
         
    • Live Traffic Updates (Selected SYNC 3 equipped Connected Vehicles): Where fitted with embedded satellite navigation, maps were loaded onto your vehicle’s SYNC 3 system at the factory. As you drive, your Connected Vehicle provides Live Traffic updates and displays these over your embedded map along your route. It includes comprehensive traffic information and offers an alternate route when detecting congestion and heavy traffic conditions.

      Note:

      • Live Traffic is only available on vehicles equipped with embedded satellite navigation.
      • Live Traffic is offered for a period of 3 years commencing on the Ford Express New Vehicle Warranty start date, after which time the service will cease to be available.
      • You must have SYNC Location set to ‘on’ to use this feature in your Ford.
         
    • Connected Built-In Navigation (Selected SYNC 4 equipped Connected Vehicles): Where available, Connected Built-In Navigation comprises an embedded map loaded onto your vehicle’s SYNC system at the factory. As you drive, your Connected Vehicle downloads latest map information together with real-time information including traffic and weather updates, along your route, to provide you a seamless navigation experience. For Electric Vehicles, this service includes charge stations which can be filtered based on network type, plug type and availability as well as other information. There is no reliance on your own smart device for this service.

      Note:

      • Connected Built-In Navigation is only available on vehicles equipped with embedded satellite navigation.
      • Connected Built-In Satellite Navigation is offered for a period of one year commencing on the Ford Express New Vehicle Warranty start date, after which time the service is available as a Subscription Service.
      • You must have SYNC Location set to ‘on’ to use this feature in your Ford.
         
    • Trailer Light Check (Selected SYNC 4 equipped connected Ranger/Everest models only): Trailer Light Check provides the ability to check the operation of your trailer lights when connected to your vehicle. Trailer Light Check will a run a sequence of 5 light activations from the vehicle, allowing you to conveniently check the correct operation of the lights at the rear of the trailer. It can be controlled via the SYNC 4 touchscreen or FordPass App.

      Note:

      • Trailer Light Check has been designed to operate with a factory fit or Genuine Ford Accessory tow bar.
      • Trailer Light Check can only operate when the system detects adequate vehicle battery charge.
         
    • Vehicle Locator: You can see your vehicle’s location in the FordPass App, which is particularly useful if you share your vehicle with one or more members of your household or if you have forgotten where you parked it. You must have SYNC Location set to ‘on’ to use this feature.
    • Vehicle Status: Through the FordPass App’s Vehicle Status feature, you can check your vehicle’s key variables including fuel level, distance to empty, odometer and tyre pressures (where a digital read-out Tyre Pressure Monitoring System is fitted). This can be helpful when planning your day’s journey.

      Note:

      • For Electric Vehicles, this service adds additional Vehicle Status items. On a PHEV, a combined Distance to Empty (DTE) measure made up of both battery range and Internal Combustion Engine (ICE) range, in addition to displaying the separate DTEs and charge level. On a BEV, it displays the DTE and battery range.
         
    • Vehicle Health Alerts: Where your vehicle identifies and triggers certain fault or warning codes, it will send these to your FordPass App as a Vehicle Health Alert, foreshadowing service needs. An example of such an alert, is informing you that your vehicle has a low washer fluid level. These may include promotion of available Ford dealer services.

      Note:

      • These notifications should not be used or relied upon in place of normal vehicle maintenance.
      • If at any time you believe there may be an issue or problem with your vehicle, consult with a professional for diagnosis and required maintenance.
         
    • Service Reminders: You will receive in-app service reminders tailored to your usage of the vehicle. These are designed to give you a more accurate indication of when your vehicle may require servicing, rather than relying on the standard scheduled service intervals. These may include promotion of available Ford dealer services.
    • Ownership Experiences: You will receive in-app messages alerting you to resources available to you to, such as our learning hub or Expert support services. These may be considered promotional in nature.
    • Deep Sleep Mode: Your Connected Vehicle includes a protective feature known as Deep Sleep mode. Deep Sleep mode is triggered on a Connected Vehicle after approximately 14 days of inactivity if a low battery state of charge is detected in your vehicle. Starting the Connected Vehicle with the key is the only way to exit Deep Sleep mode. During Deep Sleep, Connected Services cannot operate.
       
  • (b) Unique Electric Vehicle (EV) Connected Features
    
    
    • Charge Programming: This feature comprises a range of tools for planned charging. It can be controlled via the SYNC touchscreen or FordPass App. Charge scheduling allows you to schedule your preferred charge times, for example in order to take advantage of when electricity rates are at lowest peak. Departure Times allows you to establish a departure time and distance of trip required, and then allow the vehicle to determine when it needs to commence charging to meet this deadline. Battery Preconditioning (BEV only), is an automatic part of Charge Programming. In colder climates, it ensures the vehicle’s battery reaches an operating temperature that optimises efficiency, before commencing a drive.
    • Cabin Conditioning: Similar to Remote Start, minutes before leaving you can use the Remote Start function on your FordPass App, to precondition (that is heat or cool), your cabin. For this function to work, the automatic transmission must be in Park and the bonnet must be closed. The vehicle is ready to be driven once you arrive with your vehicle key. It cannot be driven without the key.

      Note:

      • For BEVs, where the vehicle is not connected to an external electricity supply and where a low battery state of charge is detected in your vehicle, this may not operate.
      • For PHEVs, the vehicle will determine which power source to use to Remote Start. If plugged in to a power source, it is likely to use mains electricity to precondition the cabin. If battery charge is inadequate, it will use the internal combustion engine.
      • As a safety precaution, FordPass will only successfully Remote Start (precondition) the vehicle twice in a row. On the third attempt, you will receive an error message requiring you to start the vehicle manually.
         
    • Global Start/Stop Charging: This feature allows you to use your FordPass App to remotely start or stop your EV charging. This means you can override any existing charging schedules without physically accessing the vehicle.
    • Dealer Services: FordPass allows you to connect with Ford dealers, including information about their locations and the services they offer.
    • Ford Guides: The Ford Guides feature allows you to connect with a Guide via phone or email (Guides@ford.com) if you need any support using the various FordPass services.
    • Roadside Assistance: Within the FordPass App, you can make a voice call to a roadside assistance service centre via the ‘Roadside Assistance’ function. Roadside assistance services will be provided by your State AutoClub. The fees/costs resulting from Roadside Assistance will be charged directly to you by the roadside assistance provider. If you are a State AutoClub Roadside Assistance member through Ford, the costs of roadside assistance services accessed through this function may be included in your membership. The full terms and conditions of State AutoClub Roadside Assistance membership through Ford is available here. You are responsible for any communication costs charged by a third party (including mobile telephone/device fees and internet access fees).

5. Connected Operations

• 5.1 How the FordPass App and FordPass Connect Modem 'talk' to each other

  In simple terms, when you select a command, for example Remote Start, the FordPass App sends a signal via a telecommunications carrier to Ford’s cloud located in the USA, where, after validation, it is sent back down to the FordPass Connect modem in your vehicle and the command is carried out. Your vehicle then sends a signal to confirm it has carried out the ’Remote Start’ command via the telecommunications carrier to Ford’s cloud, where it is then on-sent to your FordPass App on your mobile device.

  It may take up to 4 minutes between issuing a remote command and vehicle response to occur. This variation may be caused by a variety of factors including cellular signal strength, internet and cloud infrastructure congestion.

  If your vehicle’s FordPass Connect modem or your FordPass App cannot connect to the telecommunications network (for example, due to poor signal strength or data service interruptions), the Connected Services cannot operate.

• 5.2 Telecommunications carrier

  The SIM card contained in all FordPass Connect modems is a global SIM card which will roam to an available signal from one of the three telecommunications carriers (Telstra, Optus, Vodafone).

  You cannot access nor change the SIM card in your vehicle’s FordPass Connect modem.

  The FordPass Connect modem fitted to your vehicle, will only work with the 3G/4G/5G telecommunications networks it could use at time of manufacture. When all compatible networks for your vehicle are no longer available, the FordPass Connect modem will stop functioning and the Connected Services and all data transmission via the FordPass Connect modem will cease.

• 5.3 Fully Activated Vehicle

  As described in the introduction, when you link your FordPass App account to your Connected Vehicle, your vehicle is ‘fully activated’ and allows you to access the Connected Services described earlier.

  In this fully activated state, your modem will be transmitting certain Connected Vehicle data to Ford’s servers and cloud service providers in order to provide some of the Connected Services, such as transmitting real-time traffic information.

  Your vehicle will continue transmitting to and receiving data from Ford even if:

  • You disable ’Location Services’;
  • Some but not all users with a FordPass App account associated with a VIN have removed the VIN from their FordPass App; or
  • You uninstall the FordPass App.

  You can turn off ‘Connectivity’ via the in-vehicle SYNC system, in the Settings menu and therefore, the sending of data from your vehicle’s modem and Connected Services will cease.

• 5.4 How to identify if a Connected Vehicle is transmitting data

  In Connected Vehicles you will see icons displayed on the SYNC screen which indicate that Connected Vehicle data is being transmitted by the vehicle. These appear as:

  •  shows that the modem is activated and that Connected Vehicle data excluding location is being transmitted;
  • shows that the vehicle’s location is being transmitted; and
  • shows the modem is activated, and that both Connected Vehicle data and the vehicle’s location are being transmitted.
     
• 5.5 How to control the data that is sent from a Connected Vehicle

  You can change the data you send from your Connected Vehicle’s modem or de-activate the modem via the SYNC system in your vehicle. In SYNC, select Settings, select Connectivity, and choose the options that are right for you.

• 5.6 Sharing your Connected Vehicle, or driving a shared vehicle

  You can choose to share access to your Connected Vehicle to other users by authorising them in FordPass. This offers ultimate flexibility, particularly in a household setting where multiple members use the same vehicle. However, it is important to understand how the data moves in this situation.

  In summary, if you are driving a Connected Vehicle, with a FordPass App account connected to it, the user(s) of the FordPass App may, depending on the connectivity settings selected in the vehicle, have access to:

  • the vehicle's location;
  • services which allow the vehicle to be remotely started, locked and unlocked;
  • services which show information about the vehicle's status (for example, its fuel level);
  • for electric vehicles, services which show information about planned routes; and
  • notifications such as service reminders or useful tips.

  More than one FordPass App account can be connected to a single vehicle. If you are driving a vehicle with more than one FordPass App account connected to it, depending on the connectivity settings selected in the vehicle, the user(s) of each account will have access to the information and services outlined above.

  If you choose to connect your FordPass App account to a vehicle which has already been connected to another FordPass App account, your name and the fact that you have requested this connection will be shared, via the FordPass App, with user(s) who connected to the vehicle before you. Only the first (or primary) user can allow or refuse connection to the vehicle.

  In detail, FordPass allows a customer to authorise other users to access their vehicle. The rules for this are:

  • Initially, the first user must authorise their own access via the vehicle’s SYNC infotainment system. This means that the first user must have physical access to the vehicle to complete this authorisation step.
  • The first user can then allow others access to their vehicle via the FordPass App. After the first user is ‘linked’ to the vehicle, any users added after can be done solely via the FordPass App and physical access to the vehicle is not required to add users.
  • For a second user to be added to the vehicle, the second user adds the VIN in their FordPass App account and requests access. This directs a notification to the first user requesting in-app approval.
  • Once approved, the second user now has same access to information and services as the first user, but cannot authorise a third or subsequent user.
  • Every time a new user requests access to the vehicle, all users will receive a notification in the FordPass App, but only the primary user can approve or reject the new user request.
  • The maximum number of authorised users to one Connected Vehicle VIN is ten (including the first user).
  • Only the first user will see a list of current authorised users associated with a given Connected Vehicle VIN under the vehicle tab.
  • Only the first user can delete other users in the FordPass app.

  If you share your Connected Vehicle with others, please tell them about your connectivity settings. For example, let them know where they can find the information needed to turn off location and other data sharing in the Settings menu in SYNC. You are responsible for ensuring that anyone you share your vehicle with is aware of the connectivity settings and consents to our collection and use of data when they are using your vehicle.

  Your vehicle may tell a new driver that it is sharing data via pop-up notifications in-vehicle to alert drivers of data sharing settings. Drivers without a mobile device or with an unrecognised mobile device will see a pop-up displayed in-vehicle alerting them to the current vehicle data or location sharing settings. A mobile device is “recognised” if it has been paired with the SYNC system. This way if someone is new to your vehicle, or not driving it enough to pair their mobile device, the vehicle will notify them of its current connectivity settings.

  So don’t forget, when putting back your seat position or adjusting your mirrors, you might also need to check your connectivity settings. Please note that disconnecting the vehicle, or changing data sharing settings, may impact the availability of certain Connected Services.

• 5.7 The importance of Reset

  There are two types of Reset which may display in your Connected Vehicle.

  Because your vehicle’s SYNC system will store your connectivity preferences and any data you import, like your address book, and may have associated FordPass App accounts, please perform a Master Reset if you ever sell your vehicle or buy a used vehicle equipped with a FordPass Connect modem. This is much like wiping your mobile phone memory when you upgrade to a new device.

  • FordPass Connect Modem Reset Instructions

    A FordPass Connect modem reset will reset the modem settings to the factory default. It will delete all authorised users, removing access to the vehicle via any linked FordPass account.

    All other SYNC settings, such as paired devices, phone book, and stored addresses will be retained.

    To perform: In SYNC, select Settings, select General, select Reset, and select FordPass Connect Reset.

  • Master Reset Instructions

    A Master Reset will reset both SYNC and modem to factory settings.

    For the modem, this means returning it to the factory default. This will delete all authorised users, removing access to the Connected Vehicle via any linked FordPass account.

    For the SYNC system, this means erasing all mobile phone and navigation data imported from all mobile devices that had been previously linked to your vehicle via Bluetooth. It also includes the deletion of addresses entered manually into the SYNC navigation system.

    Completing this process is particularly important if you are not the first owner or if you are selling your vehicle.

    To perform: In SYNC, select Settings, select General, select Reset, and select Master Reset.

• 5.8 Vehicle Safety

  WARNING: Driving while distracted can result in loss of vehicle control, crash and injury. Do not access or use FordPass on a hand-held device while driving. Please note that the use of a hand-held device while driving is prohibited under road traffic laws and regulations. FordPass may send messages or push notifications to your hand-held device. Do not read messages on hand-held devices while driving. Make sure you comply with all applicable laws and regulations that relate to the use of electronic devices while driving.

6. Google Maps Services and Google APIs

FordPass uses Google Maps services and Google Application Programming Interfaces (APIs) to provide essential functionality for FordPass features with maps, address information, and searches for places or points of interest, including features like FordPass Location (to help locate a vehicle in your FordPass garage), Public Charging (if available for your vehicle), and Roadside Assistance.

Google requires your consent to use the Google Maps services and Google APIs, which involves sharing the following categories of personal information with Google:

• Precise location - depending on the FordPass feature or the functionality being used, this could be the precise location of a vehicle, your mobile device, a charging station, or another place or point of interest you search for;
• Identifiers (such as device IP address, a unique Maps Software Development Kit (SDK) identifier, a generic FordPass App identifier);
• Technical device information (such as device type, operating system version number, SDK version number, screen size, color theme, etc);
• Maps performance and interaction events data (such as panning, zooming, and abnormal termination/crash metrics); and
• Your search queries.

Google uses the personal information it collects through use of the Google Maps services and Google APIs:

• to provide the Google Maps services and other services supported by the Google APIs;
• to troubleshoot and provide technical support;
• to maintain Google Maps platform security and capacity;
• to improve Google Maps and other Google APIs, products, and services; and
• for other purposes described in Google’s Privacy Notice.

You have the opportunity to provide consent before using a FordPass feature that includes the Google Maps services or Google APIs. You can withdraw your consent at any time in your Privacy Settings, located under the “Account” tab. If you decline, you will not be able to use the FordPass features that rely on Google Maps services or Google APIs for essential functionality.