Frequently Asked Questions

General

Which functions are limited when driving?

Driver distraction regulations may cause certain functions to be unavailable while driving. For example, keyboard entry is only available when the vehicle is stationary.

Can I type while driving?

No, the keyboard is locked out while driving for safety. However, you can use voice response and customizable preset responses.

Do data and interactions while in the vehicle transfer back to the phone when texting or using other applications?

Just like a phone call, text messaging is handled via Bluetooth. The vehicle acts as a gateway to the device, so any text that is sent or received stays on the device.

Can I use Infiniti InTouch Apps while driving?

Yes, all Infiniti InTouch Apps are available while the vehicle is in motion, but may be modified in terms of presentaiton and feature availability to avoid driver distraction.

Is there a limited view or character limit when creating text messages?

The text messaging character limits that apply on your phone will also apply in the vehicle.

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Enrollment & Account Settings

What information do I need to enroll in Infiniti InTouch Apps?

To enroll in Infiniti InTouch Apps, you will need a corresponding Infiniti Owner Portal account. Your Username and Password will be used to log into the app. To complete Owner Portal registration, you will need your VIN available.

How long does it take to enroll in Infiniti InTouch Apps? 

Creating your Infiniti InTouch account is quick and easy. Just install the smartphone app, create your account and either pair your Android smartphone to the vehicle or plug in your iPhone using the USB cable. You can then customize apps and services to your liking.

I already have an Infiniti Owner Portal account. What do I need to do to add my vehicle in my garage?

To add your Infiniti vehicle to an existing Owner Portal account via 'My Garage,' you will need to have your VIN available. You can also add a vehicle to 'My Garage' by logging in to the Infiniti InTouch App using your existing account credentials and pairing your smartphone to the vehicle.

How do I create my Infiniti InTouch Apps account?

You can create your Infiniti InTouch Apps account either through the Infiniti InTouch Apps smartphone companion app for iPhone or Android, or through the Infiniti Owner Portal at Owners.InfinitiUSA.com.

I am unable to activate Infiniti InTouch Apps in my vehicle after following instructions. What should I do?

Please contact Infiniti Owner Services for further assistance. Agents are available 24 hours a day, 7 days a week at 1-855-444-7244.

Can I change the email I used to sign up for my owner portal account?

You can change your email address in your Owner Portal Account settings.

Can I delete my Infiniti InTouch Apps account?

Yes, you can delete your Infiniti InTouch Apps account through the companion app or through the Owner Portal.

Will my personal information be stored by Infiniti InTouch Apps if my account is deleted?

Most of the information used for InTouch Apps is stored on your phone, so once your account is deleted, your phone and your car are no longer connected and personal information is not stored. However, in the case of Email and Calendar, appointments and messages recieved by the system prior to account deletion are cached and to delete them entirely from the vehicle you must delete the user account they are attached to from the Settings menu.

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Phone Pairing & Compatibility

Do Infiniti InTouch Apps support multiple phones and drivers?

Yes, you can have different mobile devices paired via Bluetooth, however, only one device can be connected to the vehicle at a time. Connections will be prioritized by the order in which the phones were paired to the vehicle, with the phone most recently paired recieving priority. Please see Owner's Manual for how to switch between paired phones.

Why does my iPhone need to be connected via USB to my vehicle in order to use Infiniti InTouch Apps?

Apple's operating system doesn't support the full range of Bluetooth® connectivity. This is not unique to Infiniti.

Will the vehicle charge my iPhone while connected to the USB port?

Yes

Which versions of Apple iOS are being supported with InTouch Apps?

iOS 6 and above.

Which versions of Android operating systems and phones are supported?

Due to the wide variety of Android devices and operating systems, please reference InfinitiUSA.com/Bluetooth for full compatibility.

I have a Blackberry / Windows phone. Can I use Infiniti InTouch Apps?

Infiniti InTouch Apps is currently only available for Apple iOS Smart Devices and Android operating systems.

How do I know if my smartphone is compatible with InTouch Apps?

Please reference InfinitiUSA.com/Bluetooth.

I can't connect via Bluetooth after following instructions. What can I do?

Some Bluetooth enabled phones may have compatibility differences. Please visit infinitiusa.com/bluetooth to view your device setup guide. For further questions, feel free to call Infiniti Consumer Affairs at 1-800-662-6200, option 7. Agents are available Monday - Saturday, 8am to 8pm (EST).

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Privacy

If two owners are in the vehicle, whose phone will connect to the vehicle?

The smartphone which was most recently connected to the vehicle will have priority when two Bluetooth enabled smartphones are detected. For information regarding how to change the connected Bluetooth phone, please refer to your vehicle's owner's manual.

Is my billing information retained by Infiniti InTouch Apps?

No personal billing information is stored by the Infiniti InTouch Apps companion app.

Does Infiniti InTouch Apps store any personal information in the car?

Infiniti InTouch Apps stores session information during each active session, and most of this information is removed at the start of the next Infiniti InTouch Apps session. In the case of Email and Calendar apps, information is cached in the system, and can be PIN protected so that others cannot view your emails or calendar appointments.

What customer information or data is collected and shared with service providers or other companies?

Infiniti InTouch does not collect or share any data that is identifiable to the user - data will be anonymous. Usage and frequency data of the various services available in your vehicle will be collected. For additional information, please consult the Infiniti InTouch Apps Terms & Conditions.

Privacy Policy Opt Out Page

How do I opt out of marketing communications and promotions from Infiniti?

Click HERE to unsubscribe.

Where can I find Infiniti's privacy policy?

Why do I need to approve the Infiniti InTouch Apps Terms and Conditions?

The Infiniti InTouch Terms and Conditions contain important information and disclosures concerning the system's operation in addition to explaining the rights and responsibilities of both you and Infiniti. This includes information about the subscription process, billing, and data privacy. Telematics services can only be activated after you have reviewed and agreed to the Terms and Conditions.

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Infiniti Connection

What is Infiniti ConnectionTM?

Infiniti Connection™ is an innovative connected car solution that combines security, service and infotainment into a complete package.

How does Infiniti Connection work?

Infiniti Connection uses a telematics control unit that is embedded in the vehicle, connecting to the cellular network to access the suite of services.

How many features are part of the Infiniti Connection offering?

Infiniti Connection offers two service packages (Infiniti Connection and Infiniti Connection Plus) with over 15 unique features. For an up to date listing of features, please visit InfinitiUSA.com/InTouch/InfinitiConnection.

What services are included in the Infiniti Connection service package?

The Infiniti Connection service package contains the following services: Automatic Crash Notification, Emergency Call, Enhanced Roadside Assistance, Report Stolen Vehicle, Remote Door Lock, Remote Door Unlock, Alarm Notification, Maintenance Alert, and My Schedule.

What services are included in the Infiniti Connection Plus service package?

The Infiniti Connection Plus service package contains the following services: Destination Assistance, Destination Send-to-Vehicle, Drive Zone, Max Speed Alert, In Vehicle Connection to Infiniti Personal Assistant®, and Valet Alert.

Is there a complimentary trial of Infiniti Connection?

Yes, a 1-year complimentary trial of Infiniti Connection and Infiniti Connection Plus is offered with the purchase of MY13 and newer telematics-equipped Infiniti vehicles. The trial period begins on the vehicle purchase date.

Is a credit card required for the complimentary trial of Infiniti Connection?

No, the trial subscription for both service packages is free.

Is there a limit to the number of times I can contact Infiniti Connection?

You can contact Infiniti Connection as often as you like. It is available 24 hours a day, 7 days a week, and 365 days a year. You can access Infiniti Connection in the car, from any computer, or your Infiniti Connection smartphone app.

Is any additional software or hardware needed to use Infiniti Connection?

No additional equipment needs to be purchased or installed in the vehicle. All that is needed to activate Infiniti Connection services is a completed subscription agreement.

Where is Infiniti Connection available?

Infiniti Connection is available in all 50 states for US subscribers and in all provinces for Canadian subscribers. Infiniti Connection services are dependent upon the telematics device being in an operative condition, compatible wireless network availability, navigation map data, and GPS satellite signal reception, the absence of which can limit the ability to reach either Infiniti Connection Customer care or receive support. Terms and conditions of the Infiniti Connection Subscription Agreement apply.

Can I upgrade my current vehicle so that I can use Infiniti Connection?

You must purchase a vehicle originally equipped with Infiniti Connection in order to use the services.

Do I need my cell phone in order to use Infiniti Connection Features?

You will be able to use Infiniti Connection features without the need to have your cell phone in the car. However, the Infiniti Connection App on your smartphone allows you to access convenient remote services from outside of your vehicle.

Is there an Infiniti Connection Mobile App?

Yes. It is available on the Apple App Store and Google Play.

If another member of my family uses the vehicle, can they access Infiniti Connection?

A second driver can use most Infiniti Connection services. However, that person cannot subscribe, purchase, or renew Telematics services. The primary owner can set up "Additional Drivers" in their Infiniti Connection account through the Infiniti Owner Portal.

What do I do if I lose my Infiniti Connection PIN?

If you lose your Infiniti Connection PIN, please contact the Infiniti Connection Response Center at 1-800-334-7858. Your Infiniti Connection PIN will be provided after a series of security questions.

How do I renew my Infiniti Connection subscription?

You can renew your Infiniti Connection subscription through the Owner Portal at any point to prevent a lapse in service.

Can I automatically renew my Infiniti Connection subscription?

Yes. After your first renewal, you will be able to configure your payment as automatic. You will be notified prior to each automatic payment, where you'll have the opportunity to cancel if needed.

AT&T has announced plans to terminate its 2G network coverage on December 31, 2016. What will happen to my Infiniti Connection access on December 31, 2016?

AT&T is an independent third party and changes to cellular networks provided by independent companies are not within Infiniti’s control. Technology in this area is constantly evolving and like other devices that rely on 2G network coverage, once the 2G network is terminated, Infiniti Connection will not function unless equipment replacements, upgrades, or alternative 2G network coverage are available at that time, which Infiniti cannot guarantee. We are exploring alternative network solutions for Infiniti Connection service options, and although we don’t have anything to announce now, if and when we do we will advise customers. However, Infiniti is not responsible for associated costs that may be required for continued Infiniti Connection operation due to cellular network termination (including equipment upgrades, if available, or roaming charges on alternative networks).

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Infiniti InTouch Apps

Does the Calendar app provide an alert prior to a scheduled event?

If you have enabled pop-up reminders, a reminder will appear on the screen 10 minutes prior to the event.

How many email accounts can I set up using the vehicle’s Email app?

The Email app supports up to 5 different users, and each user can have up to 5 accounts.

Can I use the Email app to check email from an address other than the one I use to log into Infiniti InTouch Apps?

You can use any email address from a supported provider, regardless of the email you use to login to your InTouch Apps Account.

How many calendar accounts can I set up using the vehicle’s Calendar app?

The Calendar app supports up to 5 different users, and each user can have up to 5 accounts.

How do I rearrange the apps displayed on my vehicle's touch screen?

Hold and drag the icon to the desired location, similar to how you would rearrange icons on your smartphone.

What is Infiniti InTouch Apps?

Infiniti InTouch Apps allows you to seamlessly connect your digital life to your vehicle in a new and exciting way. Using your Android or iPhone smartphone, Infiniti InTouch Apps brings popular smartphone apps to life through your vehicle's display allowing you to keep your eyes on the road and your hands on the wheel.

Do I need to be connected to the Infiniti InTouch Apps companion app to use the system?

To use Infiniti InTouch Apps you must be connected to the companion app. You can download the companion app from the App Store or Google Play store, and enroll in the program directly from the app. To set up your Email and Calendar accounts, you must not only be connected to the companion app, but also set up your login credentials through the Infiniti InTouch display unit. We recommend PIN protecting your Email and Calendar apps for added security.

Why should I sign up for Infiniti InTouch Apps if I already have the apps on my phone?

Infiniti InTouch Apps are presented on the vehicle display for easy operation. You will now be able to enjoy your apps in the car and on the go.

When using the Email app, do the email accounts I want to access need to already be present and authenticated on my phone?

You do not need to use the same email as what is authenticated on your phone, however some email providers, such as Gmail, may require you to authorize use through a computer before syncing. Please check with your email provider to determine if you need additional authorization to use email in your Q50

Call Center Only: Can I access email and calendar with voice commands?

No, you cannot access email and calendar apps with voice commands.

How do I protect my Emails and Calendar appointments from being seen by other drivers of my vehicle?

Through Infiniti InTouch, you have the option of setting up multiple user profiles and PIN protecting your Email and Calendar accounts. We recommend establishing user profiles for each driver, and PIN protecting them if you do not want other drivers to potentially read your Emails or having access to your Calendar appointements. Emails and Calendar appointments are cached so there is a possibility that other drivers could see this information if it is not PIN protected.

There seem to be four apps. I thought the Infiniti Q50 was intended to have more apps than that. Why are there only four?

Infiniti is dedicated to the best experience for its owners and the highest levels of customer satisfaction. The four apps being released to Q50 owners at this time are those that have been validated and approved as meeting our high internal quality standards.

Will there be additional Infiniti InTouch Apps made available?

Infiniti is now releasing to Q50 owners four very useful, communication-based Infiniti InTouch Apps that have been validated and approved as meeting our high internal quality standards. We have not determined the availability or timing of future App releases.

What account types are supported for the Calendar app?

The Calendar app will support accounts through Google Calendar and iCloud.

Where are the music apps, like iHeart Radio and Pandora?

We have not determined the availability or timing of future App releases.

How does InTouch Apps work?

How does Infiniti InTouch Apps work?

What features will my Infiniti InTouch Apps system have?

Please refer to the Features & Availability section of the InTouch website at InfinitiUSA.com/InTouch.

Can prior model year vehicles be upgraded with new software that is compatible with Infiniti InTouch Apps?

There is not an upgrade available for prior model years. For model availability please click here.

Where can I practice using InTouch Apps?

Visit our Support page for Tutorials, Tips and Tricks.

Which apps are included with InTouch Apps?

A list of Infiniti InTouch Apps can be found on the Availabilty page, as well as within the companion app.

Which InTouch Apps need to be on my smartphone?

The Manage My Apps section of the Infiniti InTouch Apps Web Portal or Infiniti InTouch Apps companion app will display a smartphone icon next to any app which needs to be downloaded from an app store to your smartphone.

Does InTouch Apps use my smartphone data plan?

Yes, Infiniti InTouch Apps uses your smartphone's data plan to access the associated content and services for each of the apps you choose to have enabled. Standard data rates apply.

Will location-based apps work on Infiniti vehicles without Navigation?

Location-based apps are available on vehicles without navigation, as long as Location Based Services are enabled on your phone for these apps.

How do I ensure that I have the latest version of the InTouch Apps companion app to receive the latest apps and updates?

Yes, some of the Infiniti InTouch Apps services enable voice input (voice recognition) while others will read out content presented in apps using text to speech.

Are voice services compatible with InTouch Apps?

Yes, some of the Infiniti InTouch Apps services enable voice input (voice recognition) while others will read out content presented in apps using text to speech.

What account types are supported for the Email app?

The Email app will support accounts through Gmail, Outlook.com Mail, Yahoo Mail, and manual set up including detailed information for IMAP or POP accounts. Email does not support VPN accounts.

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Infiniti Q50 Technology Systems

My apps are taking a while to download to the vehicle. Is this normal?

It is normal for the Infiniti InTouch Apps companion app to take several minutes to download apps to your vehicle. If downloading is taking longer, check to ensure that the phone is properly paired to the vehicle.

If the system is running or responding slowly, or freezing, what can I do?

Infiniti InTouch uses an operating system like those found on many computers, tablets and cell phones. Like these devices, sometimes programs do not respond immediately and this may temporarily delay system use. In most situations, simply waiting a few moments longer should be sufficient for the pending operations to complete. The system can be easily reset if it temporarily does not respond to commands or freezes. Simply push down the Audio Power knob for at least 5 seconds. The system will turn off and restart. If you have a MY14 Q50, please contact your local authorized Infiniti retailer to confirm that your vehicle has the September 2014 software update installed.

Can software updates be downloaded directly to the vehicle, so I don't have to go to the Retailer?

The software required to upgrade the system is very large and requires that the system be set to a special installation mode. Updating at your Retailer ensures that the integrity of the software update files are intact and completed.

I heard that I need a software update to start using Infiniti InTouch Apps in my MY14 Q50. Is that true?

It is true that you may need to have a software update to start using your Infiniti InTouch Apps in your MY14 Q50. To confirm that your vehicle needs the update please contact your local authorized Infiniti retailer to schedule an appointment. If you do need to bring your vehicle in for the software update, it will take anywhere from 1 - 2 hours to be installed.

What happens if I don’t get the software update? Will my car stop working?

Your car will continue to operate. However, this upgrade is recommended for your continued enjoyment of your MY14 Infiniti Q50 and its next generation information technology system. Without this upgrade, the Infiniti InTouch system will continue to function, but you will not have access to these new features or any performance enhancements included in the upgrade.

It takes a while for the system to start-up before I can use audio, phone, navigation, app features, etc. Is this normal?

Due to the large number of features and capabilities that the Infiniti InTouch system needs to load on start-up, it may take up to a minute for all functions (such as Apps) to be available. The system will display “Now Loading All Apps…” during this time. During the start-up period, hard button controls for audio and climate will become available before startup is complete.

Will I need to visit the retailer for future upgrades, including new Apps?

It is expected that you will only need to visit the retailer for major system updates.

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SiriusXM

Is SiriusXM All Access available on all vehicles equipped with satellite radio?

Yes, SXM All Access is the name of the free trial, which now encompasses Basic Radio, Premier Radio Content, Web Listening, App/Mobile Listening, My SXM (App/Web feature).

What vehicles come equipped with SXM Travel Link and what options are required for this feature?

Please refer to InfinitiUSA.com/InTouch/Availability for the latest listing of vehicles.

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Navigation

Does my navigation system update automatically?

A map update is not automatic. However, it is easy to purchase the latest update. You can order your map update online at the Infiniti Navigation Store, or by calling 1-888-362-8837 Monday - Friday 8am - 8pm (EST), and Saturday 10am - 6pm (EST).

How often should I update my map?

To keep your navigation system performing at its best, it is important to update your map every time a new map is released. That’s because up to 15% of roads and points of interest change between each map update release.

Why is a map update important?

A map update helps your navigation system keep up with a changing world. Each year, thousands of new miles of highway are added across the U.S. At the same time, roads change, there are new addresses and subdivisions, and businesses and stores open and close. That makes a map update essential for traveling with confidence.

How does a map update save time and money?

Your vehicle’s navigation system is designed to improve your route efficiency. Taking it may help save you valuable time and reduce fuel costs. Driving more efficiently can also help minimize wear and tear on your vehicle. A map update can help your navigation system perform as efficiently as possible, which may also help you save time and money.

How do I install my map update?

Once you receive your map update product, simply follow the easy instructions that are enclosed.

You can order your map update online at the Infiniti Navigation Store, or by calling 1-888-362-8837 Monday - Friday 8am - 8pm (EST), and Saturday 10am - 6pm (EST).

What are the points of interest on a map update?

Points of Interest, or POIs, are important destinations that you should know about as you travel. Some POIs are landmarks or interesting places to visit, such as state parks. Others are exciting destinations, including restaurants, shopping and golf courses. POIs also include essential services, such as ATMs, gas stations, parking lots and pharmacies. It is important to note that there are thousands of POIs added between each map update. In addition, many POIs close or change their locations, so it is beneficial to have the latest map update information.

How can I update my Navigation data?

All updates are available at the Infiniti Navigation Store.

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