Sirius Customer Care: Expert Guide to Getting Fast, Accurate Support

Sirius customer care is handled by SiriusXM Listener Care for both satellite radio and streaming subscribers across the United States and Canada. Since the 2008 merger of Sirius and XM, the company has served tens of millions of listeners; in recent years, the self-pay subscriber base has hovered around the mid-30 million range in North America. Knowing which channel to use—and what information to have ready—can dramatically cut your time to resolution.

Sirius XM Holdings Inc. is headquartered at 1221 Avenue of the Americas, New York, NY 10020 (NYSE: SIRI). This guide covers the exact phone numbers, websites, practical troubleshooting, activation/transfer steps, billing and cancellation best practices, and ways to secure better rates, based on how SiriusXM support actually operates today.

Who Handles “Sirius” Customer Care Today

In the U.S., “Sirius” and “XM” accounts are serviced under SiriusXM Listener Care. You’ll use the same primary support channels whether you have a factory-installed satellite radio in a vehicle, an aftermarket radio, or a streaming-only plan through the app or web player.

In Canada, support is provided by SiriusXM Canada. Accounts, promotions, and some policies can differ by country, so make sure you contact the correct regional support if you split time between the U.S. and Canada or recently imported a vehicle.

How to Reach Customer Care (Fastest Paths)

Phone support remains the most direct route for account changes and cancellations, while chat is best for quick billing questions and radio refreshes. For activation issues, use the self-serve refresh first—then call if needed. Social media support can help with non-billing issues, but they’ll move to private messages for account-specific questions.

• United States Listener Care (phone): 1-866-635-2349
• Canada Listener Care (phone): 1-888-539-7474
• Live chat (U.S.): https://www.siriusxm.com/contactus
• Radio refresh (self-serve): https://www.siriusxm.com/refresh (you can also text “Refresh” to 77917 from a U.S. mobile number)
• Streaming/app help: use Help & Support in the SiriusXM app or start at https://www.siriusxm.com/help
• Business/commercial music: https://www.siriusxm.com/business
• Social support: X (Twitter) @SXM_Help and @SIRIUSXM

Tip: If you need to cancel or negotiate a rate, calling is usually fastest. For accessibility, you can dial 711 to use your state’s Telecommunications Relay Service and ask the operator to connect you to 1-866-635-2349.

Activation, Transfer, and Radio Refresh

Find your Radio ID (also called ESN) by tuning your vehicle radio to channel 0. The ID is typically 8–12 characters and is case-insensitive. For many radios, you can also find it in the radio’s menu under Settings > Advanced > Radio ID. If your trial or subscription is active but you’re not getting channels, send a refresh signal at https://www.siriusxm.com/refresh and leave the radio on channel 1 with a clear sky view for up to 15 minutes.

When moving service to a new car, have the new Radio ID, your VIN, and your account email ready. Transfers are usually processed same-day. If you bought a used vehicle, you can often claim a 3-month trial (offer varies by dealer and eligibility). Activate or transfer online first; if you see “Updating” or “Acquiring Signal” for more than 15 minutes after a refresh, call Listener Care.

Plans, Pricing, and How to Get a Better Rate

List prices in the U.S. for satellite radio packages typically run in the low-to-mid $20s per month for all-channel packages, with mid-tier music-and-talk packages in the mid-to-high teens. Streaming-only plans are usually lower. Many accounts also show a U.S. Music Royalty Fee and applicable taxes; your monthly invoice reflects package price + fees + taxes. Exact pricing varies by package and periodic adjustments.

Promotions are common. It’s typical to see introductory or “loyalty” offers that bring the monthly cost down significantly for 6–12 months (for example, single-digit monthly rates during a promo period). These usually require enrollment in auto-billing and will renew at then-current rates unless you change or cancel before the term ends. Always ask the agent to read back the exact promo rate, length, renewal price, and any fees.

If you’re consolidating multiple vehicles, ask about multi-radio discounts. Secondary radios on the same account often cost less than the primary. If you mostly stream, switching to a streaming-only plan can also cut costs while preserving access to most channels via app, web, and connected devices.

Billing, Cancellation, and Refunds

You can manage payment methods, addresses, and plan changes from your online account. Streaming-only plans can often be canceled online, but satellite radio packages generally require calling or chatting with Listener Care to cancel. To avoid unwanted renewals, set a reminder 10–15 days before the end of a promotional term and confirm the next bill amount in your account.

Pro-rated credits or refunds on annual or multi-month prepayments may be available when you cancel; terms vary by package and jurisdiction, and you must request them. If you move service to a new vehicle mid-cycle, billing typically follows the package rather than the hardware, but confirm proration details during the transfer.

If a card on file declines, service can be interrupted quickly. Update your payment method and ask for a same-day restoration. If you’re disputing a charge, gather your timeline and chat/confirmation emails; a brief, organized summary gets faster results than multiple unstructured calls.

Troubleshooting Common Issues

No audio or missing channels: verify your subscription in your online account, then send a refresh. Park with a clear view of the sky, tune to channel 1, and wait up to 15 minutes. If your radio shows “Check Antenna” or “Antenna Not Detected,” inspect the antenna connection (roof, dash puck, or aftermarket), avoid parking garages during testing, and power-cycle the head unit. For factory head units with SiriusXM 360L, ensure the vehicle has an active data connection as on-demand and recommendations use IP data.

Streaming problems: most plans allow a single concurrent stream; if you see “another device is listening,” end other sessions from the app’s account settings. Update to the latest app version, log out/in, and test on both Wi‑Fi and cellular. For connected devices (CarPlay/Android Auto, smart speakers), unlink and relink your account if channels fail to load after a password change.

When to Escalate and What to Expect

Escalate when a refresh didn’t restore service, billing corrections weren’t applied after 1–2 business days, you suspect cross-account entanglement (e.g., your VIN shows someone else’s Radio ID), or a dealer activation failed. Ask for a supervisor and keep your case number visible; support can document notes and set account callbacks.

For unresolved U.S. issues, you can send written correspondence to Sirius XM Holdings Inc., 1221 Avenue of the Americas, New York, NY 10020. You can also pursue third-party mediation such as BBB filing if standard channels stall. Keep copies of invoices, chat transcripts (download them), and date-stamped photos of your radio screen with the Radio ID for evidence.

What to Have Ready (Speeds Up Every Call or Chat)

Having the right identifiers at hand can cut handling time by half. Before you contact SiriusXM, verify your login, open your account page in a browser, and take a photo of your radio tuned to channel 0 showing the Radio ID. If you just changed vehicles, photograph your VIN plate or insurance card so you can read it accurately.

• Account identifiers: account number (if available), account email, phone number on file, service address/ZIP or postal code
• Hardware identifiers: Radio ID/ESN (from channel 0), vehicle VIN, make/model/year, whether the unit is factory or aftermarket
• Billing: last 4 digits of the card on file, recent invoice number, promo offer details (name/length/rate), and your desired outcome (cancel, transfer, downgrade, negotiate)
• Troubleshooting artifacts: app version, device/OS version, screenshots of error messages, time/date the issue occurred, and whether refresh already attempted

Speak plainly about your goal: “I want to move my service to my new VIN and keep the same package,” or “I’d like the best available loyalty rate or to cancel today.” Clear requests help agents choose the right workflow and avoid unnecessary upsell scripting.

Accessibility, Business Accounts, and Cross-Border Notes

For hearing or speech accessibility in the U.S., dial 711 to reach your state TRS and ask to be connected to 1-866-635-2349. Online chat is a strong alternative for accessible, text-based support. For account privacy and marketing preferences (Do Not Call/Email), start at the Privacy Center from https://www.siriusxm.com and adjust your settings or submit a request.

Businesses should use https://www.siriusxm.com/business to review licensing-compliant plans for public/commercial use (different from personal plans). Rates and channel availability differ from consumer plans, and some features (e.g., scheduling, dayparting) are designed specifically for retail and hospitality environments.

If you split time between the U.S. and Canada, remember that SiriusXM U.S. (https://www.siriusxm.com) and SiriusXM Canada (https://www.siriusxm.ca) maintain separate support systems. Vehicle trials, promotions, and some package lineups differ; confirm the country associated with your account before transferring or renewing service.