Lexus Enform & website issues - Advisement if you own a Lexus
Posted: Wed Aug 17, 2016 3:02 pm
Since we have some Lexus owners on the site...
So after 1 hour and 20 minutes on the phone and four phone calls later to Lexus I have finally been able to reset my user account online and regain access to my phone app for my car. If you own a Lexus and have any type of an account with them here is a PSA you'll want to know.
For the past 6 weeks they've been updating their website and Enform phone App systems. Did they tell anyone about any changes...NO! You just kinda figure this out one day when you try and use it and can't get in. They have switched from a username (of your choice) system to your email being your username. So if you try to use your old username, guess what..you can't get in. Try too many times (about 4) and your locked out of the system.
If your security password reset question answer is less then 4 characters it won't accept it (the old system there was no minimum character limit). So if your old security question answer was 123, that won't work and you're locked out permanently from the system.
I was sent a password reset on the second call. Did that work. NOPE! The third call I actually had to give the temporary password on the email to the guy helping me so he could get into the account and make changes so I could get into the account. As even he had issues getting into it to make changes so I could regain access. What a total cluster F***.
Once in change password and security word (if needed). Once those changes are done, next is regaining phone App access.
Once you get into your account online, you have to log into your phone App account and you will be prompted by some security pop-ups. Close those and reenter your username (your email) and your new password. Then enter your 4 digit number code you used before on your phone App, or a new one. That will log you back into your phone app account and give you access to your car.
When you call 800-255-3987 for help MAKE SURE TO PICK OPTION #6...I don't care what you think you should push, push #6, trust me finally was told this on the second call. All other options go to a totally different call center that can't help with the account resets. They just put you on hold while they transfer you to option #6.
As a side...recently got my yearly renewal for Enform. At $350 per year, given the massive issues I've had today with Enform and the poor customer service (sans the last guy I spoke to who was actually able to help. Kudos to him!), I am seriously hesitant to renew.
So after 1 hour and 20 minutes on the phone and four phone calls later to Lexus I have finally been able to reset my user account online and regain access to my phone app for my car. If you own a Lexus and have any type of an account with them here is a PSA you'll want to know.
For the past 6 weeks they've been updating their website and Enform phone App systems. Did they tell anyone about any changes...NO! You just kinda figure this out one day when you try and use it and can't get in. They have switched from a username (of your choice) system to your email being your username. So if you try to use your old username, guess what..you can't get in. Try too many times (about 4) and your locked out of the system.
If your security password reset question answer is less then 4 characters it won't accept it (the old system there was no minimum character limit). So if your old security question answer was 123, that won't work and you're locked out permanently from the system.
I was sent a password reset on the second call. Did that work. NOPE! The third call I actually had to give the temporary password on the email to the guy helping me so he could get into the account and make changes so I could get into the account. As even he had issues getting into it to make changes so I could regain access. What a total cluster F***.
Once in change password and security word (if needed). Once those changes are done, next is regaining phone App access.
Once you get into your account online, you have to log into your phone App account and you will be prompted by some security pop-ups. Close those and reenter your username (your email) and your new password. Then enter your 4 digit number code you used before on your phone App, or a new one. That will log you back into your phone app account and give you access to your car.
When you call 800-255-3987 for help MAKE SURE TO PICK OPTION #6...I don't care what you think you should push, push #6, trust me finally was told this on the second call. All other options go to a totally different call center that can't help with the account resets. They just put you on hold while they transfer you to option #6.
As a side...recently got my yearly renewal for Enform. At $350 per year, given the massive issues I've had today with Enform and the poor customer service (sans the last guy I spoke to who was actually able to help. Kudos to him!), I am seriously hesitant to renew.