Help and Support Frequently Asked Questions
What is Infiniti InTouch?
How do I prevent the obsolescence of Infiniti InTouch?
Do I need to be concerned about personal data security when connecting my smartphone to Infiniti InTouch?
Is my billing information retained by Infiniti InTouch?
Does Infiniti InTouch store any personal information in the car?
Infiniti InTouch only accesses information required to deliver the customer request (e.g., Facebook news feeds, POI searches.) However, Infiniti can't control how third-party partners (Google, Facebook, etc.) access and use your personal information. See third-party terms and conditions for details.
What customer information or data is collected and shared with the service providers or other companies?
How do I know which software level I have in my Infiniti InTouch?
Please visit the dealer. He or she will check your InTouch software version and inform you whether you need an update or not. Version data available to customer is limited to NAVI map data, NAVI software, and Android OS. Other information is only available to be accessed by your Infiniti dealer.
Who do I contact with questions about Infiniti InTouch and Infiniti Connection?
Will I need to visit the retailer for future upgrades, including new apps?
How will I know when the upgrade is available?
What happens if I don’t get the upgrade? Will my car stop working?
Your car will continue to operate. However, this upgrade is recommended for your continued enjoyment of your Infiniti 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.
If I get the upgrade, will I lose my existing profiles and personal settings?
Why can’t I use my smartphone connectivity to download system upgrades?
I read that Apple has a new “iOS in the Car” system that allows me to see my iPhone screen on the navigation screen. Does have this?
How do I access billing or address concerns with my bill?
How do I create my Infiniti InTouch account?
Can I change my email?
Can the dealer and Quality Center: check current customer subscription information (activated services, service expiration time, service status), relaunch the activation process in case of activation failure, register a vehicle to receive a new PIN (after proof of ownership), retrieve vehicle information, and retrieve customer information?
The dealer can assist in enrollment and check enrollment status. Infiniti Owner Services can check enrollment status and subscription status and perform a change of ownership (e.g., for a second owner). Infiniti Connection Agents can assist in resetting the Infiniti Connection PIN and managing Infiniti Connection account status.
Does a dealer have to register each vehicle equipped with the Infiniti InTouch system?
Does the dealer support the customer in registering information on the Owner Portal?
Yes. This will facilitate use of services right after the delivery and confirm that everything works correctly. Infiniti recommends that all vehicle owners have an Infiniti Portal account for their convenience and use. Additionally, owners must have an account if they want to use vehicle connected services.
What do I need to do to register my account?
What do I do if I lost my Registration PIN?
Another member of my family uses the vehicle. What can he/she do?
Most of the telematics services are available for a second driver. However, as this person is not the owner of the vehicle, he/she can't subscribe, purchase or review telematics services. The owner can set up additional drivers through the Owner Portal and add the additional driver to their Infiniti Connection account. For apps, additional drivers need to download the Infiniti InTouch App and register to access services.
How do I renew my subscription?
Can I automatically renew my subscription?
Yes. After your first renewal, you will be able to configure your payment as an automatic payment. Before each automatic payment, you will be notified and will be able to cancel it. Your credit card information is stored by a payment service provider certified by all credit card providers, and neither Infiniti nor our telematics providers can retrieve your credit card information.
I just bought a previously owned vehicle equipped with Infiniti Connection or Infiniti InTouch. The previous owner did not provide the account information to me. What do I need to do?
I want to sell my vehicle. Do I have to do something with my subscription?
Can I cancel my subscription before selling the vehicle?
Why do I need to approve the Infiniti InTouch 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.
I activated the services online several weeks after receiving the vehicle. The end of the subscription (free period) displayed on the Owner Portal is not exactly one year, but is shown in months. Why?
Where can I retrieve the terms and conditions?
Do I need a subscription for the services?
How long is the trial (complimentary) subscription?
What do I need to do when selling my vehicle?
You cannot transfer your Infiniti InTouch Services to another vehicle. The Infiniti InTouch Services remain attached to the Vehicle (similar to the warranty). If you sell your Vehicle, your subscription will be automatically transferred to the new owner as long as the new owner proves the ownership by calling the Infiniti Quality Centre or by registering the Vehicle on the Website thanks to the registration PIN code provided to you at the delivery time. If the registration PIN is not available, the new owner can call the Infiniti Quality Centre which will deliver a new registration PIN code upon proof of ownership submitted by the new owner. Thus we recommend you to only remove the vehicle from your garage and advise the new owner to call the Quality Center.
Should I cancel my subscription when selling my vehicle?
We do not recommend such action as it will decrease the attractiveness of your Vehicle. If you do not terminate the Agreement, the subsequent owner of the Vehicle will benefit from the InTouch Services for free during the rest of the Initial Services Period or Renewal Service Period as the case may be. his/her subscription to the InTouch Services via the Website will overwrite your profile. By terminating this Agreement in the course of the Initial Service Period or any Renewal Service Period, the subsequent owner will not leverage the potential remaining period of your InTouch Services.
Why should I sign up for Infiniti InTouch or Infiniti InTouch Apps if I already have the apps on my phone?
What functions are limited when driving?
Can I type while driving?
Which versions of the Apple iOS are supported?
Do Infiniti InTouch and Infiniti InTouch Apps support multiple phones and drivers?
Why do apps take so long to download to the vehicle?
How do I connect my smartphone to Infiniti InTouch?
What information do I need to enroll?
To enroll in Infiniti InTouch Mobile Apps, you will need a corresponding Infiniti Owner Portal account. Your username and password will be used to log into the app. To complete the Owner Portal registration, you will need your Vehicle Identification Number (VIN) and associated PIN code provider by dealer.
How long does it take to enroll?
Enrollment is simple. It takes approximately 10-15 minutes to enroll and have a full InTouch experience. Just create your account on the Infiniti Owner Portal, register your vehicle and activate the Infiniti InTouch Mobile Apps services. Then download the Infiniti InTouch App on your Smartphone, and pair your smartphone to your vehicle. You can then customize apps and services to your liking.
Which versions of Android operating systems and phones are supported?
How long does my subscription last?
The full service is free for one year. After one year, before the expiration date, a reminder email will be sent to you (if you registered your profile on the Infiniti portal). At any time, you can retrieve your subscription information on the portal to see duration, services in subscription, etc.
Does Infiniti InTouch use voice services?
How does Infiniti InTouch work?
Why can't I activate InTouch after following instructions?
Which apps are included with Infiniti InTouch?
Are there additional apps I can add to my account?
Which Infiniti InTouch Apps need to be on my smartphone?
Can I use Infiniti InTouch services while driving?
Does Infiniti InTouch use my smartphone data plan?
Yes, Infiniti InTouch uses your smartphone data plan to access the content and services the apps you have selected require. Standard data rates apply. Each time, you will peer your supported Smartphone with your Vehicle; the InTouch Services system may use your data plan without prior notice. If you do not have an unlimited data plan with your network carrier, it is your responsibility to control the usage of those services. Additionally, in case you cross the borders, without any actions (disable roaming), the InTouch Services will continue to operate and you may have to pay additional roaming fee depending on your network carrier.
Will POI-based apps work on Infiniti vehicles without NAV?
Where are restaurant, amusement, café, etc., ratings drawn from?
How often do my Infiniti InTouch features, including GPS, need to be updated? Does an update cost anything?
Future system updates will be announced when available, but are not required to access new apps. New app updates will be downloaded automatically using the connected smartphone during the subscription period and are included in the subscription cost. The onboard map database can be updated at an additional cost. Please call Quality Center service to get pricing on a new database.
Is there a character limit or view restriction when creating Google searches,etc.?
The system will hide text messages and news stories while driving. The ability to manually input search characters or to type messages is also not available while driving. The system will allow you to view some search results and certain content that is not visible while driving, but may be listened to by using the Play function.
How do I rearrange my apps display?
What third-party apps can be downloaded in the future?
Will Google Maps be a future app?
There is currently no plan to provide a Google Maps app. The Infiniti Navigation System is integrated into the vehicle displays and controls which provides ease of use while driving and reliability. The system does offer the ability to use Google to search for destinations that are then input into the Infiniti Navigation System. You can use the "Google Send-to-Car" feature provided through Infiniti InTouch Apps. You will also be able to search for destinations using future apps such as Google Places.
How do I download/access new apps?
Why do the iPod/USB lists lack A–Z fast indexing/scrolling?
Infiniti InTouch is a entirely new system that offers many exciting features. In some cases, it may work differently than systems in other vehicles, including older-model Infinitis. In this case, we suggest: 1) Use the Voice Recognition System to directly access the artist or song name. 2) While stationary, touch the scroll bar on the left side of the screen to move the area of the list more quickly. 3) Use short cut menu on upper screen via the rotary controller or sw controller.
When I turn off the car with the radio screen playing, why is the Home screen shown when I turn it on again?
Infiniti InTouch is a entirely new system that offers many exciting features. In some cases, it may work differently than systems in other vehicles, including older-model Infinitis. In this case, we suggest: 1) Push the Audio button below the screen to return to display. 2) Push an Audio Source button like Radio or Disc/Aux.
Why do I keep losing my presets?
Why can't I see all the sources in the Source List?
Why doesn't BTA automatically connect to the device?
Why can't the BTA song be changed using the upper screen song list on the iPhone?
I have to go down a menu to find BTA or other audio source
Can I still stream Bluetooth® audio for iPhone?
Why does the slider bar on left side of audio screen lists not operate when driving (e.g., when looking at audio song list on lower screen when using iPod)?
Why does the volume adjusts so slowly when I use the volume switch on the steering wheel?
Why are lists so difficult to control or slow to navigate (e.g., song lists and album lists scrolls too slowly and overshoots when stopping scrolling)?
When I use the slider to adjust bass, treble, balance or fade, why does the system responds so slowly or jump erratically?
You can use the "+" or "–" buttons on both sides of slider or touch the slider to adjust the settings. When pushing the "+" or "–" buttons, touching too close to the slider bar may select that position on the bar directly. Only the slider bars for bass, treble, balance and fade can be touched directly.
Why can't I operate the audio source and seek controls when I start the car?
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. Features will become available in the following order: • Climate control hard buttons • Audio volume and music playback • Audio and climate full-screen access • Full app availability—system will display “Loading Completed”
Why has the source bar disappeared on the Audio Screen?
The source bar will hide when you change audio source such as AM to FM so that the title of the source can be shown briefly. The source bar can also be removed from the screen. Check the setting for the source bar by pushing the Source button in the top left corner of the screen. Toggle the Show Source Bar button so that the yellow light is shown. This will show the source bar on the audio screen. To edit the contents of the source bar, select Edit Source Bar. Then select the position in the bar to edit followed by the source you want to place there.
While playing music from a USB, the music starts, then stops. Sometimes the USB source freezes on the screen. Why?
Why are some functions not available while driving? I can't select or scroll lists.
Why don't lists scroll smoothly when I flick them with my finger?
1) Use the Page Up/Dn buttons on the right side of the screen. 2) Touch and drag slider bar on the left side of the screen to reposition the list more quickly. 3) Use voice recognition to directly select items, if applicable. 4) Use the shortcut menu on upper screen via the rotary Infiniti controller or Steering Wheel controls on the left side of the steering wheel.
Why can't some slider bars be operated by sliding with my finger?
Why is some text is cut off on the screen?
Why does the system sometimes not respond to user inputs but then recover on its own? Sometimes I push the touch panel button and can't push any button for 7 seconds, and a black screen may appear for several seconds before it recovers.
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
Why does the system sometimes not respond to user inputs and then not recover on its own? I have to restart the car or reboot the system.
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. If the system temporarily does not respond to commands, the system can be easily reset. Simply push down the Audio Power knob for at least 5 seconds. The system will turn off and restart.
Why does it take so long for the system to start up before I can use audio, phone, navigation, app features, etc.?
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. Features will become available in the following order • Climate control hard buttons • Audio volume and music playback. • Audio and climate full-screen Access • Full app availability—system will display “Loading Completed”
Does Infiniti InTouch Mobile Apps (such as Email, Calendar, Facebook, …) require an iPhone to be tethered via a cord?
Why can't I connect to Bluetooth® after following instructions
How do I connect my smartphone with Infiniti InTouch?
Do data and interactions while in the vehicle transfer back to the phone when texting or using other applications? (For example, if a customer sends a text message, is that sent and stored via both the phone and the vehicle or just one of them?)
Is there a limited view or character limit when creating text messages?
Why do I need to use a cord to tether my iPhone?
For which actions do I need to have my iPhone tethered with the cord?
Why are Phone Contact images not showing up or delayed?
Are contact numbers set up in the vehicle via the paired phone, uploaded via Facebook or both?
When I answer an incoming call, both parties can't hear each other for about 5 seconds. When we say hello, we don't hear each other and we have to say hello again. Why is this?
Why can't I get my phonebook to transfer to the vehicle? Sometimes it transfers and sometimes it doesn't.
In upper display call history screen, the cursor starts at the top icons. In order to scroll the list, you have to first scroll through Sort Icons. Why doesn't the cursor start at the first item in the list?
When the text message template is being saved from upper display, the last pop-up shows "Replace Custom Text Message." At this point, the Yes/No is no longer controlled by the steering wheel control (SWC), and SWC begins to control radio presets instead of pop-up.
During voice playback of text messages, the Next function does not read out the sender's name. It only plays back the SMS message, and I must look at screen to see who the sender is.
I have a Blackberry/Windows phone. Can I use Infiniti InTouch Apps?
When I get a new phone or my phone operating system is upgraded, will it be compatible with Infiniti InTouch Apps (specifically iOS)?
I customized all my system settings first, then wanted to save them as a profile. When I went in to set up my profile, all my previous settings were deleted. Why?
Why is the set up not being saved to memory?
If two owners are in the vehicle, what is the hierarchy for whose data shows in the vehicle?
I want to change the profile pictures in Infiniti InTuition. There are some preloaded icons for different drivers. Is it possible to upload photos?
It is possible only when using a JPEG file format. • The file size must be less than 10 MB. • The file must be located in the root directory of the USB drive (i.e., not located in a folder). • There must be fewer than 255 files in root directory. Steps: 1) Place JPEG picture on a USB drive. 2) Place USB drive into USB slot in console. 3) Select Edit User from the InTouch screen. 4) Select Edit Icon. 5) Scroll right until you see the "empty" icon on screen—it is the icons on the second screen, lower right, as well as the following screens to the right. 6) Touch the grayed-out "empty" icon. 7) Your USB drive contents (only the JPEG files) will load—select the one you want.
What do I need to do to add my vehicle to my garage?
Can I delete my account from the Infiniti Owner Portal?
Yes, you can delete your account from the Infiniti Owner Portal. Infiniti won't keep your personal information except to meet local regulations. However, all the settings configured and data stored in your vehicle won't be deleted by triggering such action (eg: Email stored in your vehicle). We recommend you to go to the In-Vehicle App Garage menu and click on Reset User Data.
When I turn the Infiniti controller, why does the highlight on the list move so slowly or overshoot? It is difficult to scroll the list quickly as it always overshoots what I want.
Infiniti InTouch provides several methods of operation to suit your preferences. The following are suggested operating tips. • Operating the Infiniti Controller, Steering Wheel Controls or other controls too quickly can cause a lag between the control and the display. Operate the controls carefully and allow the system to respond to your request.
Why doesn't the VR button operate when I start the car?
The system speaks too much when using voice recognition. Can I reduce the length of prompts?
Yes. Push Home Menu, push Settings and push > to go the second page. Push Voice Recognition. Turn Minimize Feedback on. You can also skip prompts by pushing the Voice button during the prompt. To skip a prompt, push and release the Voice button and wait for the beep. Do not hold the Voice button down; always just push and release it. To exit Voice Recognition at any time, push and hold the Voice button to "exit" voice recognition.