Troubleshooting-First Support
Resolve connection, Fleet Telemetry, data gaps, and command failures with symptom-driven guides.
Example: link failed, virtual key, no notifications, missing data
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Results: 29
Troubleshooting Documents
01
Getting Started
Account link, scopes, and first sync basics
4 docs
When Tesla Account Linking Does Not Complete
Troubleshoot failed return-to-app, link failure, and missing vehicles in one flow.
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Feature Differences by Permission Scope
If scope permissions are missing, UI may load while command execution fails.
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First Sync Takes Too Long
After initial link, vehicle list and data may take time to appear.
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Vehicle Missing from List
Most cases are account mismatch or failed vehicle synchronization.
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02
Fleet Telemetry
Virtual key, streaming, firmware, telemetry config
6 docs
How to Check Fleet Telemetry Status
Status check separates firmware, data streaming, and key pairing failures.
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Vehicle Software Update Required (firmware_update_required)
Telemetry collection is unstable when firmware prerequisites are not met.
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Data Streaming Setting Required (data_streaming_required)
Telemetry fields stay empty if third-party streaming is disabled in vehicle.
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Virtual Key Pairing Required (key_pairing_required)
Virtual key is missing or pairing is broken.
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When Telemetry Config Reset Is Needed
If specific fields remain empty for long periods, reapplying telemetry config is required.
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Impact of Disabling Location Data
If location data is disabled, map/route/address features are limited.
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03
Data & Reports
Battery data, sessions, timeline, report interpretation
6 docs
Battery Data Looks Empty
Realtime/session/aggregate pipelines update at different times, which can look like gaps.
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Completed Session vs Current Session
Completed and in-progress sessions are stored and refreshed differently.
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Weekly Report Appears Late
Weekly reports depend on batch aggregation and can lag behind realtime views.
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How to Interpret SoH/CBR Metrics
Trend-based interpretation is safer than single-point interpretation.
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Timeline Address and Charging Cost Data
Address resolution and charging cost can appear later due to metadata update order.
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Session/Travel Share Link Issues
Use this checklist when share links fail to open or shared data is partially missing.
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04
Vehicle Commands
Offline, timeout, permissions, command failures
6 docs
First Checks for Command Failures
Check offline status, permissions, and network in this order for faster resolution.
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Vehicle Offline Error (vehicle-offline)
If vehicle is sleeping or network is unstable, command can fail even after wake attempts.
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Permission Error (insufficient-permission)
Command calls fail when required scopes are missing.
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Charging Control Does Not Work
Charging commands require both correct scopes and valid vehicle state.
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Climate/Temperature Control Failures
Climate commands require both online vehicle state and valid scopes.
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Intelligent Control Settings Not Applying
Schedule/condition-based automation can be disabled by vehicle state or manual overrides.
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05
Account/Billing/Security
Subscription, refunds, revoke access, privacy, security
7 docs
Subscription and Refund Policy Basics
Cancellation and refunds are governed by the store used for payment.
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Revoke Access and Remove Virtual Key
Complete disconnect requires both Tesla access removal and virtual key deletion.
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Account Conflict (One Tesla Account Across Multiple App Accounts)
Using one Tesla account across multiple DR.EV accounts can destabilize linking.
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Security Issue Reporting Guide
Security reports without reproducible details cannot be triaged effectively.
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Notification Settings and History Mismatch
Follow these checks when notifications are enabled but pushes/history do not match.
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Pro Activation Not Applied
Even after payment, activation can fail when vehicle/account targeting conditions are not met.
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Free Trial and Referral Reward Issues
Free trial and referral rewards have reuse/eligibility limits and may be rejected by policy.
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Support Workflow
Required Info Before Contact
Including these details will significantly reduce handling time.
- Vehicle identifier (VIN or last 6 digits)
- App version, OS version, and device model
- Issue timestamp (with time zone)
- Failed feature name, error text, and screenshots
- Exact reproduction steps