RES+FAQ’s
Subscription and Billing Questions
Q: Who will the contact be for customers with billing issues?
A: Please see below:
RES+ Subscriber Support Call Center (billing, etc.)
Phone Number: (310) 767-4240
Contact Name: Roxana Gonzalez
Email:
RES+ Technical Support:
RES+ Technical Support Call Center
Phone Number: (310) 767-4235
Contact Name: Paul Lam
Email:
Q: When the account and the credit card have expired, how long is the grace period to reactivate the account?
A: Please see the bullet points below for this situation:
- As a standard, there is NO GRACE PERIOD.
- All current account owner’s will receive an email 30 days prior to the auto renewal date and if the credit card on file has expired, the user will be reminded to update the payment information in order to continue enjoying uninterrupted RES+ services.
- Please note that if a customer fails to provide valid credit card information, the RES+ services may be suspended at the sole discretion of Fujitsu Ten.
- LCS representatives may, at the request of the customer, call Fujitsu Ten and request a grace period for the customer on a case to case basis.
Q: Is there a complimentary time period for the customer when they sign up for RES+ service?
A: No, there is a fee for the service that is paid when the unit is registered and it is automatically renewed annually. The customer can cancel their account on
Q: Can VISA Gift Cards be used for registration?
A: No, gift cards cannot be used for registration as a billing address is required. Only the following THREE credit card types are accepted: VISA, MasterCard and AMEX.
Q: Can ownership be transferred during the 1st year of the subscription period?
A: Yes. The following procedure should be followed:
- Advise the new owner to go to their local Lexus dealer for proof of registration verification.
- Upon successful verification of proof of purchase, the local Lexus dealer will need to inform Lexus CAC that ownership has been transferred.
- The LCR representative will need to confirm with the new owner if they have the RES+ serial number tag. If the new owner has the RES+ serial number tag, please continue to step 5. If not, please continue to step 4.
- After verification of transfer of ownership, the dealer will need to capture the serial number from the ECU installed in the vehicle. Please note that the dealer may charge the customer for this service. Please continue to step 5.
- The new owner can now go to www. Lexusdrivers.com and click on the RES+ icon to create a new RES+ account. If the new owner gets an error message stating that the entered RES+ serial number has already been registered, they will need to contact the Lexus CAC to request assistance in deactivating the account associated with the serial number.
- Based upon the verification of ownership change by the Lexus dealer, the LCS representative can then create a ticket and escalate a request to Fujitsu Ten to deactivate the original owners account. Fujitsu Ten will inform LCS when the original owners account has been deactivated. LCS can then inform the new owner that they can now proceed with their registration.
Q: How does the charge appear on the customer’s statement?
A: The charges will appear along the line of “Fujitsu Ten Corp. of America – RES+”.
Q: Will any updates made on the accounts be real time?
A: Yes
Q: If a customer wants to cancel their subscription, who does the customer call and how is that processed?
A: The customer will have to log into their RES+ account and on the Account summary screen, under “Subscription Information,” select “Close Account”.
App Questions
Q: On the phone, the RES+ app screen clears out after 3 min, is this normal?
A: Yes, but to be more precise, the HOME SCREEN on the RES+ smartphone application clears out after 3 minutes and the user must press “Refresh” to see the latest information. Please note that after one hour of idle time the RES+ smartphone application will automatically log the customer out of the application.
Q: Where is the log out button on the RES+ app?
A: The log out button is ONLY available in one place. Click the Settings tab, then scroll down to the bottom of the page to see the LOG OUT BUTTON.
Q: On the RES+ app, what does the message mean “Server is not available”?
A: It means the server is down and the LCS rep should contact Fujitsu 10 to make them aware of the issue to fix it. However, the caller should also be asked if they have adequate cell phone reception where they are using the smartphone as well as where they have parked their vehicle.
Q: Who supports the app and is it a part of the Lexus Enform app?
A: Fujitsu Ten supports the RES+ Application and the associated web portal (Lexusresplus.com). Currently it is a standalone app and is not a part of the Lexus Enform Application suite.
Q: If a smartphone is not on the list of validated phones on the RES+ website, will the phone work with RES+?
A: It may, but we can only advise customers at this time that the phones on the list have been tested to work with the RES+ system (with the exception of the Blackberry, which is not supported).
Q: Does it cost anything to download the RES+ app?
A: No, it is free to download the app. However, without a proper login ID and password, the app cannot be used.
Q: Can you use the same RES+ app for two separate vehicles?
A: Yes, once you have downloaded the RES+ smartphone application to your smartphone and the account owners have provided you a separate Username/password set for each vehicle, you will be able to log in and use the RES+ app for that vehicle. Please note that at any given moment you can be logged into only ONE RES+ account on the smartphone.
Q: Will the RES+ effect the data usage of the cell phone and if so how much?
A: Yes, RES+ requires a data connection to communicate with the vehicle. Using the RES+ frequently will use up the data limit proportionately based on the data plan active for the smartphone.
Product Questions
Q: How long will the engine run when it is started through the RES+ app?
A: The engine will run for a maximum of 10 minutes and then automaticallyturn off. The user can start the engine ONCE more for a maximum of 10 more minutes. Please note that the RES+ smartphone accessory allows the vehicle to be remotely started for a maximum total of 20 minutes (i.e. two batches of 10 minutes each).
Q: Are there any barriers that will interfere with the RES+ system to not allow it to start?
A: Yes, such as no phone signal coverage or being in an underground in parking garage.
Q: Will the RES+ work if the vehicle is taken to Canada?
A: Yes, the RES+ will work in Canada but the product will not be sold in that market. An accurate temperature display on the RES+ Smartphone App is not guaranteed in Canada.
Q: If a caller is locked out and they ask a stranger to download the RES+ app, will they be able to unlock the vehicle?
A: Yes, the owner can, but they should ensure that the app is deleted from the phone after the doors have been opened. The owner should also follow the security steps outlined below:
- DO NOT LET THE STRANGER SEE THE PASSWORD THAT THEY ARE ENTERING ON THE RES+ APP LOGIN SCREEN.
- ENSURE THE OPTION TO REMEMBER USERNAME IS SET TO “OFF”.
- AFTER THEY HAVE SUCCESSFULLY OPENED THEIR VEHICLE, DELETE THE RES+ APPLICATION FROM THE STRANGERS SMARTPHONE.
- IF THEY ARE THE ACCOUNT OWNER, ENSURE THAT THEY LOG INTO THEIR RES+ ACCOUNT AND CHANGE THE PASSWORD FOR THEIR SMARTPHONE USERNAME.
- IF THEY ARE NOT THE ACCOUNT OWNER, CALL AND REQUEST THE ACCOUNT OWNER TO CHANGE THEIR PASSWORD AT THE EARLIEST TIME POSSIBLE.
Q: When the doors are opened, will the engine turn off when using the RES+ app vs. the key fob?
A: If the vehicle is started with the RES + app and if any one of the doors on the vehicle is opened, the engine WILL TURN OFF. If the vehicle is started remotely using the Key FOB and if any one of the doors on the vehicle is opened, the engine WILL TURN OFF. If the vehicle is started manuallyusing the Key FOB and if any one of the doors on the vehicle is opened, the engine WILL NOT TURN OFF.
Q: Can the RES+ be retrofitted onto other models besides the RX?
A: Currently it supports the RX ONLY but it is going to be made available for other Lexus models in the near future. The schedule for that will be released by CAD Planning Team.
Q: Will there be an issue with the RES+ unit if the battery in the vehicle is replaced?
A: No, it does not affect the RES+.
Q: Is the key still required in order to use the RES+?
A: No, the vehicle can be started without the key fob. However, the vehicle needs to be started using the key fob in order to shift the vehicle into drive.
Q: Can a smartphone user do anything to the vehicle while it is in motion?
A: No. The RES+ ECU has safety features built in, which rejects smartphone commands if the vehicle is in motion. The priority hierarchy is Manual command Key Fob least priority is for smartphone commands. The safety features are also described in the owner’s manual.
Registration Process
Q: Can the phone # used in the registration process be the same as the smart phone #?
A: Yes
Q: Is the field for entering the vehicle nickname required?
A: Yes, this is needed to display which vehicle account is logged into on the smartphone.
Q: Will the customer get an error message when they attempt to register but don’t complete all the fields?
A: Yes, the fields with the missing data will be highlighted in red.
Q: Will the system impede the customer from registering on the RES+ website if the customer already has an account registered on the Lexus Driver site?
A: No, the RES+ website stands alone.
Q: If customer enters a valid 25 digit RES+ serial number, but it’s not the customers actual RES+ serial number, will the system give the customer a message alerting them of this condition? If not, how do we correct this issue?
A: The system will not produce an error message if the serial number that is accidentally entered has not been registered before. If the serial number that was accidentally entered has been registered before, an error message will be displayed.
Currently the 25 digit RES+ serial number is printed in two places, on a tag attached to the key ring and also on the face of the RES+ ECU cover. LCS representatives should take the following steps when advising an end customer on how to find the correct RES+ serial number:
- The LCS representative should advise the caller to validate the RES+ serial number entered in the RES+ web account with the serial number printed on the RES+ tag that was attached to their spare key. It is likely that the customer will discover the mistake and be able to correct it.
- If the caller has lost/misplaced the printed RES+ serial tag, then the LCS representative should advise the customer to visit their local Lexus dealership and have their technicians retrieve the serial number that is printed on the face of the RES+ ECU cover, which is located behind the glove compartment.
Q: Can the registration process be done on a mobile device?
A: Yes, but only if the mobile device has a connection to the internet. Please note that the registration process may be a cumbersome process due to the smaller screen size.
Q: What is the difference between the Account ID and the Username?
A: The Account ID/password is used to log into your RES+ account via the web portal Username/password have to be unique and set differently from the Account ID/password in order to log into the RES+ Smartphone Application.
Q: When does the Add Smartphone button go away on the registration process?
A: When all 4 smartphones slots have been registered, the button will no longer display.
Q: During the registration process, how long before the RES+ system will time out the session?
A: The RES+ web portal session time out is 15 minutes and is applicable to the following conditions ONLY:
- If you leave the RES+ registration process idle for 15 minutes, your session will time out and YOU WILL HAVE TO START THE REGISTRATION PROCESS FROM THE BEGINNING.
- After you have logged into your existing RES+ account and leave it idle for 15 minutes, your session will time out and you will be required to log in again.
Q: Can the system validate if a customer enters a RES+ serial number that has already been registered?
A: Yes, if a customer tries to enter a RES+ serial number which has already been registered, the system will highlight it as an error until the customer keys in a valid, unregistered RES+ serial number.
Q: Are the promotional notifications in the RES+ app tied to the Lexus permissions? If so, who does the customer contact?
A: No, they’re not related to TMS permissions and the customer will need to go to the RES+ website and update their preferences.
Q: Why are the password and PIN not available in the email sent to the customer?
A: This information is not sent via email to protect the security of the customer. The customer is advised to contact the Account Holder to get this information.
Q: Can the user name and password be the same as are used on the Lexus Drivers Site?
A: Yes, the customer may use the same user and password as he desires, as long as the Username has not been registered by another customer. Your Lexusdrivers username is AVAILABLE on the RES+ portal on a First Come First Serve Basis.
Q: Can the privacy policy be turned off regarding vehicle location?
A: The privacy policy cannot be turned off, but the permission to use the CarFinder function for any/all of the smart phones can be disabled, by the account Owner if he/she so desires.
Miscellaneous
Q: Will the FAQ’s be available if the customer is not logged into the Lexus Driver’s site?
A: Yes, the user will have to click on the RES+ icon on the Lexus Driver’s portal.
Q: What will be the warranty on the RES+ since this is a dealer installed option?
A: The warranty is 4 years/60,000 miles, which is the same as other dealer installed accessories.
Q: How often will a list of supported phones be published?
A: A list of supported phones, which have been successfully tested by Fujitsu Ten to pass the preset criteria, will be published on a monthly basis, even if no new supported phones have been added to the list. CAD will share the preset criteria with Lexus CAC.