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FAQ
What is 24/7 Live Support and what does this service include?
24/7 Live Support is available for new and existing Ford F-150® Lightning® and Mustang Mach-E® owners. Once enrolled, customers can text * a dedicated Ford advisor for 24/7 electric vehicle support.
Ford advisors can help with post-delivery support and answer electric vehicle questions on topics such as charging, BlueCruise, or software updates.
Customers enrolled in 24/7 Live Support also receive complimentary proactive towing assistance ** if the vehicle runs out of charge. One of our advisors will proactively reach out to the customer via a phone call or SMS. Our advisor can then assist in coordinating a tow if needed, whether it be to their home, dealer, or a charge station.
Please note, 24/7 Live Support is not available on select holidays including New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving Day, and Christmas Day.
How do customers enroll in 24/7 Live Support?
Electric vehicle owners * can sign up on the enrollment page, on the electric vehicle dashboard on owner.ford.com or from the e-Comm order confirmation page, if applicable. After they enroll, customers will receive a welcome text from a Ford advisor. Once the conversation starts, customers can text their Ford advisor at any time.
How will enrolled customers using proactive charging support and towing assistance know if towing assistance has been alerted?
When towing assistance has been initiated, a Ford advisor will confirm the request with the customer and coordinate with a Roadside Assistance partner. The Ford advisor will remain in communication with the customer until the situation is resolved.
Where can enrolled customers have their Ford electric vehicle towed if they run out of charge on the road?
If an enrolled customer runs out of charge and accepts proactive towing assistance through 24/7 Live Support, they have the option to tow their vehicle to one of the following three locations (within 50 miles): a public charging station, their home residence, or a Ford dealer within the US market.
If the enrolled customer is more than 50 miles from home and accepts proactive towing assistance through 24/7 Live Support, they will tow your electric vehicle to the nearest charge station or Ford dealer.
Note: Proactive towing is part of Roadside Assistance, which is a complimentary offering to all Ford owners for up to 5 years or 60,000 miles (from the date of sale), whichever occurs first.
See Roadside Assistance for Electric Vehicles and What Roadside Assistance Can I get With My Electric Vehicle articles on Ford.com for more details.
How do I plan for on-the-road charging?
See our existing resources for public charging resources.
What is the battery warranty offered by Ford?
See our battery warranty resources.