Geotab Integrated Solution for GM Vehicles

For the most up-to-date version of this document, refer to: gtb.page.link/9r2g

Introduction

This document answers common questions regarding the GM Integrated Solution for GM available in MyGeotab.

Which vehicles are eligible for this solution?

1. Only U.S., Canada and Mexico GM vehicles (Cadillac, GMC, Chevrolet, Buick) linked to a valid Fleet Account Number (FAN) are eligible for this solution.

1. Most 2015 and newer models are eligible, once validated by GM.

How do I order this solution?

Prerequisite — Validate VIN list

For US and Canada, submit VIN checks for any GM vehicles (2015 or newer) via the VIN Check Request Form for up to 1,500 VINs. If the customer has more than 1,500 VINs, email a spreadsheet of the client vehicle VIN list to OEMLD@geotab.com.

For Mexico, submit a VIN check request to gm-latam@geotab.com.

Geotab will confirm which vehicles are compatible with the embedded hardware, and provide any additional instructions needed for activation (i.e., GM OnStar Blue Button Key Press).

Important Note on GM Issues & OnStar VIN Checks: If you encounter an error like "Provided VIN is not valid or vehicle is not equipped with Onstar," it means the VIN is not eligible for OnStar services, or the vehicle has not been marked as delivered in GM's system:

1. For vehicles older than model year 2025 showing above error: You can assume these are not eligible for OnStar integration.
2. For model year 2025 and 2026 vehicles: These cases do need to be escalated. GM is aware of this problem and is actively working on a fix from their side, as it's an issue with their systems and how OnStar eligibility/delivery status is being handled.

After confirming which vehicles are supported, follow the four steps below to activate this solution.

Step 1A — Sign GM agreement

To activate the service, the Customer must sign the data agreement with GM.

For US and Canada, the Customer must follow the steps mentioned in the GM OnStar Fleet Terms E-Sign Process.

For Mexico, the customer must contact their dealer to sign the agreement.

! IMPORTANT: Make sure to wait for two business days after step 1A is completed before proceeding.

Step 1B — Blue Button Key Press (BBKP)

If fleet vehicles do not have the OnStar service activated, customers will also need to follow the Blue Button Key Press Process (BBKP) for every vehicle. After this step is complete, proceed to Step 2 to order the solution from your MyAdmin account.

Step 2 — Register third-party devices in MyAdmin

You will need Geotab third-party serial numbers to use this solution with MyGeotab. You can order third-party serial numbers from your MyAdmin account using the following steps.

Step 3 — Add devices in MyGeotab (SN & VIN)

You must provide the VIN and device serial number when adding devices to MyGeotab. To learn how to add your assets to MyGeotab, see Adding assets in the Product Guide.

! IMPORTANT: Be sure that you add the device to one database only, and that you only provide VINs for vehicles that you have clearance to view.

✱ NOTE: It may take up to 24 hours for the vehicle data to become available on MyGeotab after the devices are added to the database.

Step 4 — Provide Fleet Account Number (FAN)

Customers must authorize Geotab to be able to receive vehicle data from GM. Follow the steps below to provide the authorization.

Option 1: Via OEM Configuration Add-In

The Fleet Account Number (received from GM) and list of VINs can be provided directly on MyGeotab platform by following the steps below.

✱ NOTE: If you have multiple accounts, repeat the process for each FAN. The provided VINs must be associated with the account entered in the FAN field.

Option 2: Via Support Ticket

You can provide Fleet Account Numbers and corresponding lists of VINs via a support ticket, and the Geotab team will process the authorization on your behalf.

! IMPORTANT: To finalize the process, turn on the ignition for each vehicle that was entered.

✱ NOTE: It may take up to 24 hours for the vehicle data to become available on MyGeotab after the activation steps are completed.

Using the Solution

Billing

Will I be billed by Geotab or GM?

While the solution uses the GM embedded telematics device, all billing will be done by Geotab.

How do I choose a rate plan for the device?

MyAdmin provides subscription plan options in a dropdown menu during the order process. For more information on subscription plans, refer to the Rate Plan Features and Data Set documents. Pricing is available in MyAdmin under Billing > Rate Plans.

When does billing begin?

Billing begins the moment device(s) are added to MyGeotab and start receiving data from GM. The solution will be billed at the end of every month.

Managing GM Devices

How do I identify GM devices in MyAdmin?

You can see your GM devices in MyAdmin under Devices > Device Management.

All GM US device serial numbers start with “CO”.

All GM CA device serial numbers start with “FT”.

All GM Mexico device serial numbers start with “IM”.

Can I use the ‘Swap device’ function in MyGeotab?

GO devices can be replaced by OEM devices by using the Swap device option in MyGeotab. The Swap device option can only be used when moving from a GO device to an OEM device, it cannot be used to replace an OEM or third party device with a new OEM device.

! IMPORTANT: To update an OEM or third party serial number, the older OEM device must be terminated in MyAdmin, and unplugged in MyGeotab using the Remove device > Keep Active option. Once unplugged, the new OEM serial number can be added on the Assets page via the Add device > Save new asset option.

How do I terminate a GM device?

GM devices can be terminated from MyAdmin by following the standard device termination process. Identify your devices under Devices > Device Admin > Look up Devices. Select the devices you wish to terminate and select the Change Plan button to select Terminate Mode. The devices will be terminated on MyAdmin. After this step is complete, we recommend that the devices be removed or archived from MyGeotab database as well.

What happens if I terminate a GM device in MyAdmin?

Billing stops as soon as a device is terminated. To ensure complete termination, remove the device from the MyGeotab database or make it historic.

Can I reactivate terminated devices?

Terminated OEM serial numbers can not be used again. If you wish to reactivate a vehicle, repeat steps 2-4 to register and add a new device.

Can I change the plan for a device after it has been registered?

Yes, the plan can be modified by following the standard change plan process on MyAdmin. Identify your devices under Devices > Device Management. Select the devices you wish to change and select the Change Plan button to select the new plan.

! IMPORTANT: Changing the device plan will lead to interruption in data service as the old plan is terminated and a new plan is activated by the OEM.

Can I change the VIN after it has been provided in step #3?

No, the VIN associated with an OEM serial number cannot be changed. If you want to make such changes, terminate the old device and repeat steps 2-4 above to register and add a new device.

Does the standard Geotab Warranty or RMA Policy apply to GM devices?

The Geotab Warranty and RMA Policy do not apply to GM devices. As the hardware belongs to GM, their policy for hardware warranty and repairs will be applicable.

Can I expect to see the data even before the vehicle is marked as ‘Sold’ in GM systems?

Yes, this is available on both GM plans and is possible via the ‘Pre-Delivery’ feature offered by GM. The vehicle has to be registered with Geotab using the standard steps mentioned in the partner guide and you can expect to see data for the vehicle in MyGeotab. More details are available in Pre-Delivery Feature documentation.

Can I use driver feedback (In Vehicle Coaching) with GM OEM devices?

Yes, this feature is available on GM Premium + DriverFeedback plan via the ‘In Vehicle Coaching (IVC)’ feature offered by GM. Please note this feature is only available in the US region. The vehicle has to be registered with Geotab using the standard steps mentioned above and the feature needs to be enabled in MyGeotab. More details are available in Driver Feedback Feature documentation.

Network Coverage

Which cellular networks are available for this solution?

USA: This solution is available on the AT&T network in the USA.

Canada: This solution is available on the Bell network in Canada.

Mexico: This solution is available on the Telefonica network in Mexico.

Will the solution work while roaming outside the base region and are there any restrictions?

Canada / USA

The cellular connection for the GM modem is expected to work in the USA and Canada.

Mexico

Currently, there is no roaming agreement for Mexico, and the solution will not work in this region.

Puerto Rico

Currently, there is no roaming agreement for Puerto Rico, and the solution will not work in this region.

Getting Help

I cannot see device data on MyGeotab, what are some initial troubleshooting steps I can perform?

Here are some preliminary troubleshooting steps you can perform as a Geotab Partner:

1. Look at the Serial number prefix - is it what was intended (CO or FT or IM)?
2. Check MyGeotab - does VIN exist on the device page? If not, add it
3. Confirm with the customer that:
4. 1. GM agreement has been signed
   2. Vehicle has been moving for at least an hour
   3. Correct FAN was entered in step #4
   4. Location services are enabled on the vehicle
   5. Blue Button Key Press Process has been completed by the driver

Who do I contact for support?

As a Geotab Partner, if you have used all applicable troubleshooting resources, contact Geotab for support. Note that Geotab is unable to support Accident Reconstruction requests for OEM devices.

How do I contact support?

If you have an issue that requires technical support, contact Geotab Support. Make sure to specify the category as “Third Party Hardware” and provide both serial number and VIN as part of the issue description. If Geotab Support determines that the issue is not related to a Geotab service, we will refer to support material provided by the hardware partner. If required, we will escalate the issue and work with you on a resolution.

What happens if my devices can not be activated?

Once all activation steps have been performed, the devices should start reporting data within 24 hours. Any devices which can not be activated within six months will be terminated. We request such registrations be resubmitted.

It has been determined that my device does not work. What should I do?

The GM factory-embedded modem is covered under GM's standard vehicle warranty. If your device does not work, go to an authorized GM repair center for evaluation.

Resources and Contact Information

For more information, refer to the MyAdmin User Guide. For questions, contact your Partner Account Manager (PAM).