Lexus Connected Services FAQ
Here you will find more information if you have questions about or need help with your Lexus Connected Services1.
General
What is Lexus Connected Services?
Lexus Connected Services are an advanced suite of technologies designed to focus on safety and security, convenience and comfort. Available in Lexus vehicles equipped with an active Connected Services system1.
For further information visit: lexus.com.au/connectivity
Which models are equipped with Lexus Connected Services?
Lexus is progressively launching Connected Services across its model range.
Please contact your preferred Lexus dealer for more information.
How are my connected services updated?
We are always working to improve our app experience. These will be available via the Apple App Store or Google Play Store.
Connected Multimedia systems receive software and firmware updates automatically via Over-the-Air (OTA) technology. This ensures that users always have access to the latest head unit features and functionality without needing to visit a dealership.
How do I set up my connected services?
Lexus Connected Service Safety Features are always intended to be active even if data connectivity is restricted via the Lexus Connected App. We will collect vehicle information including location and may collect voice recordings if these safety features are triggered. These services can only be disabled by contacting your preferred Lexus dealer or the Lexus Customer Assistance Centre on 1800 023 009.
Additional Connected Services can be set up and managed by adding your vehicle to the Lexus Connected App2.
Download for Apple App Store or Google Play.
You will need your vehicle VIN and the app will guide you through the right steps to verify your ownership.
What is the cost of Lexus Connected Services?
If you have complimentary periods of Lexus Connected Services1, you have the flexibility to choose whether you would like to continue to keep relevant services active with a paid subscription. Subscription prices vary depending on the package and different complimentary periods apply depending on the package and enabled DCM, which depends on the vehicle you drive.
See lexus.com.au/connectivity/packages for more detail on the packages. Features are subject to change.
For Lexus Dealer demonstration models or pre-owned Connected vehicles, the remaining complimentary period balance will be automatically transferred to the new owner.
How do I renew my subscription?
Manage your subscription using the following steps:
- Open the Lexus Connect app and navigate to ‘Shop’.
- Select ‘Manage ’Subscriptions’
- Select ‘Add Service’
- Locate the package you wish to manage and select it.
- Follow the steps to complete the renewal process.
How do I cancel my subscription?
You can cancel your subscription at any time via the Lexus Connected App. See steps below:
- Open the Lexus Connected App and navigate to ‘Shop’.
- Select ‘Manage Subscriptions’.
- Locate the package you wish to manage and select it.
- For paid services, select ‘Manage Subscription’, then choose ‘Cancel’. For complimentary services, simply select ‘Cancel’.
Should you wish to renew at any time, simply return to the same section.
- For trial services: select any available trial and tap ‘Activate Trial’.
- For paid services: tap ‘Add Service’ and follow the steps to subscribe.
For support, please contact the Lexus Customer Assistance Centre on 1800 023 009.
Connected Subscription
What alternative payment methods are available for users who are unwilling to provide their card details online?
Currently, the Lexus Connected App only accepts VISA or Mastercard payment methods.
What should I do if my card works for other payments but is not being accepted in the Lexus Connected App?
Before contacting the Lexus Customer Assistance Centre, we recommend verifying with your bank whether there are any payment restrictions or issues with your card that might be causing the payment to the Lexus Connected App to be blocked.
If issues persist, please contact the Lexus Customer Assistance Centre on 1800 023 009.
How do I renew my subscription?
Manage your subscription using the following steps:
- Open the Lexus Connect app and navigate to 'Shop'.
- Select 'Manage Subscriptions'.
- Select 'Add Service'.
- Locate the package you wish to manage and select it.
- Follow the steps to complete the renewal process.
How do I cancel my subscription?
You can cancel your subscription at any time via the Lexus Connected App. See steps below:
- Open the Lexus Connected App and navigate to 'Shop'.
- Select 'Manage Subscriptions'.
- Locate the package you wish to manage and select it.
- For paid services, select 'Manage Subscription', then choose 'Cancel'. For complimentary services, simply select 'Cancel'.
Should you wish to renew at any time, simply return to the same section.
- For trial services: select any available trial and tap 'Activate Trial'.
- For paid services: tap 'Add Service' and follow the steps to subscribe.
For support, please contact the Lexus Customer Assistance Centre on 1800 023 009.
Is my card information secure?
Your credit card information is held to PCI DSS (Payment Card Industry Data Security Standard) standards to ensure its security.
How can I receive a tax invoice?
After completing your payment, an invoice will be automatically generated and sent to the email address you have provided.
Does my subscription automatically renew each month?
By default, paid subscription products automatically renew monthly. You have the flexibility to change auto-renewal of products you have subscribed to at any time. Navigate to Shop > Manage Subscriptions to view your paid services and change auto-renew preferences. Alternatively, subscriptions can be cancelled at any time.
What steps should I take if I sell my vehicle or it's written off while there is still an active paid subscription period remaining?
You have the flexibility to cancel your monthly subscription at any time. We highly recommend initiating the cancellation process as soon as possible via the Lexus Connected App.
However, please note that your subscription will remain active until the end of the current billing period.
If I purchase an ex-demonstration or second-hand vehicle from a Lexus Dealer, Non-Lexus Dealer, or through a private sale, how much time will be remaining on the complimentary period?
The complimentary period for your subscription commences from the vehicle's initial delivery date.
As an example, if you purchased the vehicle one year after its first delivery, you will have 2-years remaining of the original 3-year complimentary period.
Do you support Google / Apple Pay or PayPal?
The Lexus Connected App currently only supports VISA and Mastercard payment methods.
I am having issues with the registration process, and I am unable to subscribe to my preferred product. Who do I contact?
Please contact Lexus Customer Assistance Centre on 1800 023 009 or [email protected] and we will then investigate further.
How do I know if my subscription has been cancelled?
If a subscription package is cancelled, a confirmation email will be sent to your nominated email address.
To check the status of your subscription via the Lexus Connected App, follow these steps:
- Open the Lexus Connected App and navigate to ‘Shop’.
- Select ‘Manage Subscriptions’.
- Here, you will find an overview of your subscription services.
- If you have cancelled a trial service it will clearly show as ‘Trial Available’.
- If you have cancelled a paid service, it will clearly show the service end date. Once the billing period ends and the service is terminated, it will then be available in the ‘Add Service’ section to renew.
How can I change my payment method?
To update your payment method, follow these steps:
- Log in to your Lexus Connected App.
- Tap the ‘Pay’ button on the left side of the navigation menu.
- Select ‘Wallet’.
- Confirm your vehicle(s).
- You’ll now see your saved payment methods.
To update a payment method, select it, then tap ‘Edit’ and follow the prompts. Alternatively, you can tap ‘Add a new payment method’ and follow the steps to complete setup.
Will I be contacted prior to my complimentary period expiring?
Yes, you will be notified via your nominated email one month prior to your complimentary period expiry, and a few days beforehand as well. You will also receive a push notification, if you have these enabled.
I am still being charged after my subscription package(s) have been cancelled in the App.
Please contact Lexus Customer Assistance Centre on 1800 023 009 or [email protected] and we will then investigate further.
SOS Emergency Call
What is SOS Emergency Call (SOS)?
In the event of a genuine emergency, help is just a press of the SOS button away, connecting you with a trained Lexus Emergency Assistance agent at an Australian based call centre. If required, the agent will contact emergency services (ambulance, fire and/or police) and provide them with your vehicle's location information. This service is available 24 hours, 7 days a week3.
What should I do if the SOS Emergency Call button does not work?
Should the SOS Emergency Call button not function in an emergency situation, please call Triple Zero (000) from your mobile phone or a landline (if safe to do so).
What does SOS Emergency Call cost?
SOS Emergency Call is complimentary for the life of the Telstra 4G network on models equipped with this capability3.
Will the SOS Emergency Call button work if my vehicle ignition is off?
No, the service will only be available if the vehicle ignition is on.
Which vehicle models are equipped with SOS Emergency Call?
Lexus is rolling out SOS Emergency Call progressively across its model range.
Please contact your preferred Lexus dealer for more information.
How do I setup SOS Emergency Call?
Lexus Connected Service Safety Features including SOS Emergency call, are always active even if data connectivity is restricted via the Lexus Connected App.
These services can only be disabled by contacting your preferred Lexus dealer or the Lexus Customer Assistance Centre on 1800 023 009.
What happens when I press the SOS button?
When the SOS button is pressed, the vehicle will:
- Place a call to Lexus Emergency Assistance Call Centre based in Australia.
- Send your vehicle's location to Lexus Emergency Assistance.
When should I use the SOS Emergency Call button?
If you are in, or see a genuine emergency, press the in-vehicle SOS button for immediate assistance from Lexus Emergency Assistance.
For all other issues or enquiries related to Lexus Connected Services, please call your preferred Lexus dealer for further assistance.
What types of emergencies can SOS Emergency Call help with?
This service can assist with an emergency that is serious or life-threatening and requires immediate assistance from emergency services. Some examples include: road accidents and medical emergencies. You can also use the SOS button if you witness an emergency to request help for those that require assistance3.
What happens if I accidentally press the SOS button?
Please inform the Emergency Assistance agent that you pressed the button accidentally and confirm that no emergency is taking place. The agent will offer to terminate the call. If you do not speak with the agent, emergency services may be dispatched to your location as we will assume you are unable to respond & a genuine emergency is taking place.
Will I need to pay for the emergency services that are dispatched to my location, such as an ambulance?
Depending on which state you live in, you may be liable for costs associated with the call-out of emergency services. Please refer to your relevant state emergency services provider for more information.
How do I know if SOS Emergency Call system is working?
The system will display a solid green light near the SOS button, which indicates the service is operating correctly. If a red light is illuminated, there may be a problem with the communication device, and it should be brought to the attention of your preferred Lexus dealer.
What are the lights near the SOS button indicating?
Red and green light - alternate flashing - this occurs when you first turn on your ignition and should turn solid green.
Green light - solid - SOS Emergency Call and Automatic Collision Notification systems are operating correctly.
Green light - flashing - Active SOS or ACN voice call in progress with Lexus Emergency Assistance.
Red light - solid - an issue may exist with the system. Contact your preferred Lexus Dealer for further assistance.
Does SOS Emergency Call use my mobile phone's data?
No. SOS Emergency Call utilises the vehicle's inbuilt communication device to connect to the mobile network.
If my vehicle is in an area with poor mobile reception, such as a remote area or an underground carpark, will the SOS Emergency Call system work?
SOS Emergency Call works on Australia's largest mobile network. While this coverage is extensive, there may be situations where mobile signal is weak or unavailable, e.g. underground carpark or remote locations.
In an SOS Emergency Call event, should the initial call fail (for example where there is no coverage), the in-vehicle communication device will reattempt 2 more times to connect until coverage becomes available.
SOS Emergency Call operates on the Telstra 4G network. You can review maps of the available network coverage here: telstra.com.au/coverage-networks/our-coverage3.
If my navigation system malfunctions, is my SOS Emergency Call compromised?
No. The navigation system and SOS Emergency Call are separate systems. If you are experiencing issues with your navigation system, please contact your preferred Lexus dealer who can help diagnose the problem.
Can I push the SOS button to request roadside assistance, traffic management & other concierge services?
No, SOS Emergency Call is a priority service that should only be used in emergency situations that require the services of police, fire or ambulance.
In what instances will the SOS Emergency Call track and share my location?
Lexus Connected Service Safety Features are always intended to be active even if data connectivity is restricted via the Lexus Connected App. We will collect vehicle information including location and may collect voice recordings if these safety features are triggered.
These services can only be disabled by contacting your preferred Lexus dealer or the Lexus Customer Assistance Centre on 1800 023 009.
For information on privacy and data handling visit:
- Lexus Connected Services Privacy Policy: lexus.com.au/smallprint/connected-services-privacy
- Lexus Privacy Policy: lexus.com.au/smallprint/privacy
Who do I contact if I have an enquiry or concern related to a SOS Emergency Call (non-emergency)?
You can contact the Lexus Customer Assistance Centre on 1800 023 009 between Monday - Friday 8:00am-6:00pm or email: [email protected]
For further information visit: lexus.com.au/connectivity
Automatic Collision Notification
What is Automatic Collision Notification (ACN)?
If your vehicle is involved in a serious collision where an airbag deploys or impact sensors are triggered, Automatic Collision Notification (ACN) will initiate a voice call to a Lexus Emergency Assistance call centre agent. If required, the agent will contact emergency services (ambulance, fire and/or police) and provide them with your vehicle's location information. This service is available 24 hours, 7 days a week4.
Will the Automatic Collision Notification (ACN) service work if my vehicle ignition is off?
No, the service will only be available if the vehicle ignition is on.
What does Automatic Collision Notification (ACN) cost?
ACN is complimentary for the life of the Telstra 4G network on models equipped with this capability4.
Which vehicle models are equipped with Automatic Collision Notification (ACN)?
Lexus is rolling out Automatic Collision Notification (ACN) progressively across its model range.
Please contact your preferred Lexus dealer for more information.
How do I setup Automatic Collision Notification (ACN)?
Automatic Collision Notification (ACN) is available by default on specific new model vehicles at point of sale, there is no setup requirement for this service4.
What types of emergencies can Automatic Collision Notification (ACN) help with?
In a road accident where your airbags are deployed or impact sensors triggered, Automatic Collision Notification (ACN) can help if you need emergency assistance from police, fire or ambulance4.
What happens in the event of an Automatic Collision Notification (ACN) where the occupant is unconscious or unable to respond?
Where an ACN has occurred and the occupant is unable to communicate with the Lexus Emergency Assistance agent, emergency services will be dispatched to the vehicle's location.
Will I need to pay for the emergency services that are dispatched to my location, such as ambulance?
Depending on which state you live in, you may be liable for costs associated with the call-out of emergency services. Please refer to your relevant state emergency services provider for more information.
How do I know if the Automatic Collision Notification (ACN) system is working?
The system will display a solid green light near the SOS button, which indicates the service is operating correctly. If a red light is illuminated, there may be a problem with the communication device, and it should be brought to the attention of your preferred Lexus dealer4.
What are the lights near the SOS button indicating?
Red and green light (alternate flashing): This occurs when you first turn on your ignition and should turn solid green.
Green light (solid): SOS Emergency Call and Automatic Collision Notification systems are operating correctly.
Green light (flashing): Active SOS or ACN voice call in progress with Lexus Emergency Assistance.
Red light (solid): An issue may exist with the system. Please contact your preferred Lexus dealer for further assistance.
If my vehicle is in an area with poor mobile reception, such as a remote area or an underground carpark, will Automatic Collision Notification (ACN) system work?
Automatic Collision Notification (ACN) works on Australia's largest mobile network. While this coverage is extensive, there may be situations where mobile signal is weak or unavailable, e.g. underground carpark or remote locations.
In an ACN event, should the initial call fail (for example where there is no coverage), the in-vehicle communication device will reattempt to connect for 24 hours or until coverage becomes available. If coverage is still not available after 24 hours then the in-vehicle communication device will cease attempts to reconnect.
ACN is Dependent on 4G enabled DCM, GPS signal strength, mobile network coverage, operational related components and other factors outside of Lexus’ control which can limit the ability or functionality of system. You can review maps of the available network coverage here: telstra.com.au/coverage-networks/our-coverage4.
If my navigation system malfunctions is my Automatic Collision Notification (ACN) compromised?
No. The navigation system and Automatic Collision Notification (ACN) are separate systems. If you are experiencing issues with your navigation system, please contact your preferred Lexus dealer who can help diagnose the problem.
Who do I contact if I have an enquiry or concern related to an Automatic Collision Notification (non-emergency)?
Your preferred Lexus dealer is the first point of contact for any questions or concerns related to Lexus Connected Services.
You can also contact the Lexus Customer Assistance Centre on 1800 023 009 between Monday - Friday 8:00 am-6:00pm or email: [email protected].
Stolen Vehicle Tracking
What is Stolen Vehicle Tracking (SVT)?
Stolen Vehicle Tracking (SVT) is designed to provide you with enhanced vehicle security and peace of mind should your vehicle be stolen and the feature is active. Where SVT is activated, it may assist police with tracking your vehicle once you have reported it stolen and supplied a police report5.
Please note: We cannot guarantee your vehicle can be found. While we will do our best to assist you, SVT’s effectiveness and availability may depend on various factors beyond Lexus’ control, such as mobile network disruptions, system outages or interference with vehicle systems and components.
Which vehicle models are equipped with Stolen Vehicle Tracking (SVT)?
Lexus is now rolling out Stolen Vehicle Tracking (SVT) progressively across its model range. Please contact your preferred Lexus dealer for more information.
What do I do if my vehicle is stolen?
If your vehicle has been stolen, please follow the steps below to initiate Stolen Vehicle Tracking (SVT):
- You will need to file a stolen vehicle report with the police, who will provide you with a police report number.
- With your police report number and vehicle VIN or vehicle registration ready, call Lexus Stolen Vehicle Assistance on 1300 216 737 and advise the agent your vehicle has been stolen and you would like to initiate tracking.
- The agent will validate that you have a subscription to SVT, and request the police report number, and VIN or vehicle registration from you in order to initiate tracking.
Once tracking is initiated, Lexus Stolen Vehicle Assistance will provide updates to the police to assist with the potential recovery of your vehicle5. When SVT is active, the Lexus Connected App will automatically disable certain features, such as location services and remote services, to support the vehicle recovery process. Once the vehicle is back in your possession, you can reactivate these features by following a few simple steps in the app. Just tap “Reactivate” in the banner displayed on the dashboard and follow the guided instructions.
Can I get updates on the location of my stolen vehicle as well?
Our Lexus Stolen Vehicle Assistance agent can only advise if the tracking is still active, or if deactivation has been requested by police or the individual who initiated the tracking.
To receive updates on the recovery of your vehicle you should contact the police directly, not the Stolen Vehicle Assistance centre.
Once activated, how long will the Stolen Vehicle Tracking (SVT) system attempt to track my vehicle?
Once tracking is initiated, Stolen Vehicle Tracking (SVT) will attempt to track the vehicle as long as there is mobile coverage, sufficient main vehicle battery power, or until a request to terminate the tracking has been made. However, certain factors beyond Lexus’ control, such as network availability, system interruptions, interference with vehicle systems and components, may impact the effectiveness or continuity of tracking after it has commenced5.
Who contacts me if my stolen vehicle is recovered?
Should your vehicle be recovered, police will contact you directly.
If my vehicle is stolen and the battery runs down or is disconnected, how long will the Stolen Vehicle Tracking (SVT) system remain active?
Stolen Vehicle Tracking (SVT) ceases operating when the main vehicle battery becomes flat or inoperative. SVT will resume when the battery power becomes available, as long as the tracking request is still active and there are no other disruptions to the service.
Does Stolen Vehicle Tracking (SVT) use my phone's data?
No. The vehicle has its own communication device and will not use your mobile phone's data.
If my vehicle is in an area with poor mobile reception, such as a remote area or an underground carpark, will the Stolen Vehicle Tracking (SVT) system work?
Stolen Vehicle Tracking (SVT) works on Australia's largest mobile network provider. While this coverage is extensive, there may be situations where mobile signal is weak or unavailable, such as underground carpark or remote locations. The SVT system will not work in these areas.
SVT operates on the Telstra 4G network. You can review maps of the available network coverage here: telstra.com.au/coverage-networks/our-coverage5.
Does Stolen Vehicle Tracking have any limitations?
Although we aim to provide continuous access to Stolen Vehicle Tracking, there may be limitations and disruptions to service caused by various reasons, including the potential decrease of vehicle or communication device battery voltage (or disconnection), GPS signal strength, mobile network coverage, malfunctioning, damaged or broken components such as antenna, wiring or other related components required to deliver the service. Potential hardware or software failures, as well as interference with the vehicle’s system or components, may also affect the availability or effectiveness of Stolen Vehicle Tracking.
Accordingly, while we will do our best to assist you, we cannot guarantee your vehicle will be found.
Can I track my vehicle even if it hasn't been stolen?
No. This service is reserved only for the tracking of a stolen vehicle.
If I have Stolen Vehicle Tracking (SVT), do I receive a discount on my car insurance?
Please contact your insurance provider.
What does Stolen Vehicle Tracking (SVT) cost?
Stolen Vehicle Tracking (SVT) is complimentary for the first 3 years of ownership of a new vehicle, after which the owner may choose to either continue or discontinue.
In what instances will Stolen Vehicle Tracking (SVT) track and share my location?
Lexus Connected Services1 are delivered by collecting and utilising your vehicle and personal data for the purpose of delivering Lexus Connected Services.
Your vehicle's location is shared during a Stolen Vehicle Tracking (SVT) request where it is visible to Lexus Stolen Vehicle Assistance and shared with police.
For information on privacy and data handling visit:
- Lexus Connected Services – Privacy FAQ’s: lexus.com.au/connectivity/lexus-connected-services-privacy-faq
- Lexus Privacy Policy: lexus.com.au/smallprint/privacy
- Email: [email protected]
Who do I contact if I have an enquiry or concern related to Stolen Vehicle Tracking (non-emergency)?
Your preferred Lexus Dealer is the first point of contact for any questions or concerns related to Lexus Connected Services.
You can also contact the Lexus Customer Assistance Centre on 1800 023 009 between Monday - Friday 8:00am-6:00pm or email: [email protected].
Find out more
Read the frequently asked questions to learn more.
