Mitsubishi Connect Customer Care: A Complete, Practical Guide

What Mitsubishi Connect Customer Care Covers

Mitsubishi Connect is the factory telematics platform that powers remote app features, safety and security services, and in‑vehicle assistance on compatible Mitsubishi models. Customer Care supports both the Remote Services (app-based functions like lock/unlock and remote climate control) and Safeguard Services (SOS emergency assistance, automatic collision notification, and stolen vehicle assistance). In vehicles equipped with the telematics module, you’ll typically find two overhead buttons: SOS (for emergencies) and INFO (for non‑emergency assistance). Both connect you with trained agents who can dispatch help or guide you through features.

Service availability and feature sets vary by model and year. In North America, Mitsubishi Connect has been available on select vehicles since model year 2018 (for example, Eclipse Cross and Outlander PHEV) and expanded broadly starting in 2022 with the redesigned Outlander and later Outlander PHEV. Always check your Monroney label/window sticker or the “Services” section in the Mitsubishi Connect app to confirm which packages your VIN supports.

How to Reach Mitsubishi Connect Customer Care

For emergencies, press the illuminated SOS button in the vehicle roof console. This connects you 24/7 to an agent who can send police, fire, or EMS and can see your vehicle’s GPS location if the system is active. For non‑emergency help (feature questions, app issues, subscription inquiries, or roadside coordination), press the INFO button in the car, use the Help/Support area of the Mitsubishi Connect mobile app (iOS/Android), or sign in to the Owners Portal at owners.mitsubishicars.com and open a support case. If you prefer phone, the toll‑free Customer Care number for your region is listed in the app under Account > Support; using that in‑app listing ensures you get the correct number for your market and language.

Customer Care for safety services operates 24/7/365 via the SOS and INFO buttons. Account and billing support hours can vary by region (typically standard business hours local time, Monday–Friday). For the most current hours and contact routes, use the in‑app Support page or the Support/Owners section of mitsubishicars.com.

Emergency vs. Non‑Emergency: Use the Right Channel

Use the SOS button only for emergencies such as crashes, medical events, or if you feel unsafe. If you are in immediate danger and the SOS system is unavailable, dial your local emergency number (e.g., 911 in the U.S.). For questions about features, app sign‑in problems, subscription changes, or general vehicle assistance, use the INFO button, the app’s Support section, or the Owners Portal so that emergency lines remain clear for critical incidents.

If your vehicle has been stolen, call local law enforcement first and obtain a police report number. Customer Care can then coordinate stolen vehicle assistance with that case number, subject to service availability, your consent, and local laws.

Subscriptions, Free Trials, and Pricing

New vehicles often include a complimentary trial to Mitsubishi Connect services. The trial term and included packages vary by model year and market. In the U.S., many late‑model vehicles have included a trial commonly around 24 months for core Safeguard and Remote packages; confirm the exact length in your purchase paperwork and in the app under Account > Subscription.

After the trial, services are offered as paid subscriptions. Historically in the U.S., Mitsubishi has priced Remote Services and Safeguard Services as separate packages, with combined annual costs typically in the low hundreds of dollars per year when both are active. Pricing, taxes, and available bundles are subject to change; the definitive, up‑to‑date price for your VIN appears in the app and in the Owners Portal checkout flow before you authorize payment. You can add, change, or cancel renewals from the app or portal, and you will receive reminders ahead of renewal dates via the email associated with your account.

Activation and First‑Time Setup

Most vehicles activate Mitsubishi Connect during delivery. If you are setting up for the first time, download the “Mitsubishi Connect” app on iOS or Android, create or sign into your Mitsubishi Motors ID, and add your vehicle by VIN. You’ll verify ownership via an in‑vehicle code (delivered through the infotainment screen or voice prompt) and set your security PIN for remote commands. If your dealer completed enrollment, you should see services in the app within minutes; in some cases, initial provisioning can take up to 24 hours after account creation and ignition cycles.

If remote commands fail on day one, ensure the vehicle is outside with cellular coverage, start the car once, allow a few minutes for the telematics unit to register on the network, then try a simple command like Lock. If the app shows the vehicle “offline” for more than 24 hours, contact Customer Care via the app with your VIN so they can check the telematics unit status and provisioning records.

When and How Customer Care Can Help

Customer Care agents can verify service status, reset stuck activations, walk you through app features, escalate hardware concerns, and—where available—coordinate roadside assistance or stolen vehicle recovery. They can also update your contact preferences and help if you’ve forgotten your security PIN (after identity verification).

For billing, plan changes, or cancellations, agents can process requests or direct you to self‑service in the app/portal. Refund eligibility depends on local terms and the stage of your billing cycle; agents will quote the exact terms visible for your account at the time of the request.

• Have ready: your VIN (17 characters), plate number (if available), the email used for your Mitsubishi Motors ID, and your phone number on file.
• For app issues: app version, phone model/OS version, screenshots of errors, time/date of the last failed command, and whether the vehicle had clear sky view and ignition on/off during testing.
• For stolen vehicle assistance: the police department name, report/case number, and your consent for location sharing with law enforcement.
• For transfer of ownership: proof of sale or lease return documents; Customer Care can help release/transfer the VIN so the next owner can enroll.

Common Features and Practical Limits

Typical Remote Services include lock/unlock, remote start or climate pre‑conditioning (feature depends on powertrain and region), horn/lights, vehicle status (fuel/charge level, range), and location services. Parental/owner alerts—such as speed, curfew, and boundary notifications—can be configured in the app. Safeguard Services generally cover automatic collision notification, SOS emergency assistance, roadside assistance request, and stolen vehicle assistance (with police report).

Remote commands require adequate cellular coverage both for your smartphone and the vehicle’s embedded modem. Enclosed garages, underground parking, or remote rural areas may delay or block commands. For safety, some functions are inhibited when the vehicle is in gear or moving, and remote start typically times out automatically (commonly after several minutes) if the driver does not enter with a key and press Start—check your owner’s manual for your model’s exact behavior.

Privacy, Data Use, and Consent

Mitsubishi Connect relies on GPS, cellular connectivity, and select vehicle data to deliver services. Emergency services and stolen vehicle assistance require sharing location and certain telematics data with response partners. You can review and adjust data-sharing preferences in the app and Owners Portal, though opting out of specific data may disable some features.

For detailed, region‑specific information—including data categories, retention, and your rights to access or delete data—see the Privacy Policy linked from the app or on mitsubishicars.com. If you submit a privacy request, include your VIN and account email to expedite verification; Customer Care can guide you to the correct privacy webform for your jurisdiction.

Coverage, Roaming, and Moving to a New Owner

Mitsubishi Connect coverage depends on embedded cellular networks in your region. Service is generally available across the U.S. and Canada where partner networks operate, but gaps can occur in remote or underground areas. Cross‑border functionality and roaming differ by market; for example, some app functions may be limited when the vehicle is permanently exported or registered outside the original market.

If you sell the vehicle, remove it from your account in the app/portal and cancel any renewing subscriptions tied to your payment method. The new owner must create their own Mitsubishi Motors ID and enroll the VIN. If you acquire a used vehicle, ask the seller or dealer to release the VIN from their account; Customer Care can assist once you provide proof of ownership.

• If SOS doesn’t connect: verify your roof console SOS light is not showing a fault indicator, ensure the car has a clear sky view, and cycle ignition; if it still fails, contact Customer Care from another phone and do not rely on SOS in an emergency—call local emergency services directly.
• If the app can’t find your VIN: ensure the country/region of your account matches the vehicle’s market, and double‑check the 17‑character VIN; dealers can help correct regional enrollment mismatches.
• If remote start is unavailable: confirm your trim supports it and that hood/doors are closed; some regions require enabling “Remote Start” in vehicle settings and may prohibit use indoors due to ventilation rules.

Where to Get Official, Current Information

Use the Mitsubishi Connect mobile app’s Support section and the Owners Portal at owners.mitsubishicars.com for the most accurate, VIN‑specific details, including plan availability, current pricing, renewal dates, and the correct phone number for Customer Care in your region. The general consumer site, mitsubishicars.com, maintains links to Connected Services, Owner’s resources, and privacy terms. Because plans, prices, and coverage can change, always refer to the app/portal quotations before making subscription decisions.

If you need hands‑on help at delivery or after a purchase, your Mitsubishi dealer can also verify that the telematics unit is provisioned, the latest software is installed, and that you’ve completed account pairing steps. Combining dealer setup with the Customer Care resources above typically resolves most activation and feature issues within a single visit or call.