What should I do if I am having issues with the Ford+Alexa App?

Use the tips below if you are experiencing concerns with the Ford+Alexa App, such as the app not showing on your SYNC®* screen or being frozen.

Contents

Alexa Response Concerns
Other Concerns

Troubleshooting Ford+Alexa App Connection Issues

Select your connection-related issue from the drop-down options below for possible solutions.

What should I do if the Ford+Alexa App cannot find my vehicle?

If the Ford+Alexa App cannot locate your vehicle, identify your mobile device's operating system (OS) in the table below and follow the steps.

Operating SystemTroubleshooting
iOS®
  1. Make sure your device is powered on and connected via a USB cable.
  2. Disconnect all other devices plugged in or paired with SYNC via Bluetooth®.
    • If the message “[user’s] phone detected” appears on the SYNC screen, the device has been detected and is working. 
    • If the message does not appear, proceed to step 3.
  3. Attempt the following actions in no particular order. If the following steps do not get the message to appear, proceed to step 4.
    • Ensure you are using a factory-supplied cable or one of equal quality.
    • Disconnect and reconnect your device.
    • Shut down the vehicle so that SYNC powers off and then turn the vehicle back on.

  4. Perform a master/factory reset unless you have a SYNC 4A- or SYNC 4-equipped vehicle.

    Important: Performing a factory reset with SYNC 4A or SYNC 4 will make all subscriptions (Navigation, Ford BlueCruise, etc.) unavailable for up to 10 business days, and you must re-activate your vehicle in the FordPass®** app for remote features (remote start, lock, unlock, etc.) to be available again.

If SYNC cannot detect the device after resetting, contact your Ford Dealer.

Android™‡
  1. Make sure the device is powered on and connected via Bluetooth to SYNC.
  2. Disconnect all other devices plugged in or paired via Bluetooth to SYNC.
    • If the message “[user’s] phone detected” appears on the SYNC screen, the device has been detected and is working. Check the Settings menu on the head unit to ensure that the device is paired and connected.
    • If the device is not connected, proceed to step 3.
  3. Tap Apps.
  4. Tap Connect Mobile Apps or Find Mobile Apps (this varies based on SYNC generation and software version).

  5. Perform a master/factory reset unless you have a SYNC 4A- or SYNC 4-equipped vehicle.

    Important: Performing a factory reset with SYNC 4A or SYNC 4 will make all subscriptions (Navigation, Ford BlueCruise, etc.) unavailable for up to 10 business days, and you must re-activate your vehicle in the FordPass® app for remote features (remote start, lock, unlock, etc.) to be available again.
     

  6. Disconnect and reconnect the device on the SYNC screen.

    1. Select Settings.
    2. Tap Bluetooth. 
    3. Choose Paired Devices. 
    4. Tap on the device name to disconnect. 
    5. Select the device name to reconnect.
      • If your device connects properly, your pairing is complete. 
      • If it does not connect, proceed to step 7. 
  7. Delete the profile for your device and pair the device again. See your Owner's Manual for instructions on deleting a profile.
  8. Shut down your vehicle and turn it back on. 

  9. Perform a master/factory reset unless you have a SYNC 4A- or SYNC 4-equipped vehicle.

    Important: Performing a factory reset with SYNC 4A or SYNC 4 will make all subscriptions (Navigation, Ford BlueCruise, etc.) unavailable for up to 10 business days, and you must re-activate your vehicle in the FordPass app for remote features (remote start, lock, unlock, etc.) to be available again.

If the device is still not connected, contact your Ford Dealer.

What if SYNC connects with my mobile device, but the Ford+Alexa App does not appear on my SYNC screen?

If your device is connected, but you do not see any apps (including Ford+Alexa):

  1. Select Apps on your vehicle's SYNC screen. 
  2. Tap Find Mobile Apps. 
    • If your apps show, try to launch a mobile app.

    • If they still do not show, Perform a master/factory reset unless you have a SYNC 4A- or SYNC 4-equipped vehicle.

      Important: Performing a factory reset with SYNC 4A or SYNC 4 will make all subscriptions (Navigation, Ford BlueCruise, etc.) unavailable for up to 10 business days, and you must re-activate your vehicle in the FordPass®** app for remote features (remote start, lock, unlock, etc.) to be available again.

If the steps above do not correct your concern, contact your Ford Dealer. 

Can I use Apple CarPlay or Android Autowhile using the Ford+Alexa app?

Apple CarPlay and Android Auto™ will need to be disabled for the Ford+Alexa App to be launched on the SYNC screen. 

See the following topics for additional steps: 

If the steps above do not correct your concern, contact your Ford Dealer. 

Troubleshooting Ford+Alexa App Response Issues

Select Alexa's response from the drop-down options below to learn possible reasons for it.

What if Alexa says she is having trouble understanding me and to try again later?

This may be due to an issue with the network connection on your smartphone. Contact your mobile device carrier. 

What if Alexa shows “Thinking” after I ask a question, but never gives a response?

This may be due to a network time-out. Your device may have lost connection while Alexa was processing the request. Repeat the question when the network is reconnected.

What if Alexa does not respond when I call "Alexa?"

The word used to address Alexa is the wake word. The wake word may not work if your mobile device is too far from you, the cabin noise is too loud, or the wake word setting is turned off. 

The following scenarios could have turned off the setting:

  • The first time it was used, the option to Allow Alexa Auto to Record Audio was denied. 
  • The setting was manually turned off. 

To access the wake word settings:

  1. Go to the Ford+Alexa App's home screen.
  2. Tap Menu.
  3. Select Wake Word Detection to turn it on or off.

Troubleshooting Other Ford+Alexa App Concerns

Select your issue from the drop-down options below for possible solutions.

Sometimes I cannot open the Ford+Alexa App menu on my phone, and then later I can. Why is that?

The app locks your phone screen when the vehicle is in motion. Other reasons may include:

  • The lock screen looks very similar to the regular Home screen but lacks the menu, beta feedback, and help icon.
  • Menu icons disappear while the vehicle is parked. 

Why are my Navigation location results not based on my vehicle's location?

Verify your GPS permissions:

  • If GPS permissions are enabled and the vehicle’s GPS unit has a signal, location-based requests will return information relevant to your vehicle's location. 

  • If GPS permissions are disabled or the GPS unit does not have a signal, location-based requests will return information relevant to the device location set in the Alexa companion app.

    Note: If your vehicle was parked in a garage, it can take several minutes for the GPS unit to obtain a signal. Results are based on the address set in the Ford+Alexa App until your vehicle establishes a GPS signal.

To enable your GPS:

  1. Tap Settings on your vehicle's SYNC screen. 
  2. Select FordPass Connect. 
  3. Tap Connectivity Settings. 
  4. Toggle the Location on. 

If GPS concerns continue, contact your Ford Dealer. 

What should I do if the Ford+Alexa App is frozen?

If your Ford+Alexa App is frozen, close and relaunch the app. Refer to your mobile device's operating system and the steps in the table below to learn how.

Operating SystemSteps
iOS
  1. Launch the Ford+Alexa App, so it is shown on the foreground of the iPhone.
  2. Access the app switcher or multitasking tray. Refer to your device's manual for instructions specific to your iPhone generation.
  3. Swipe up on the current app to close it. 
  4. Relaunch the app.
     

If the iPhone is connected to SYNC, the app will show under Apps.

Android OS 5 to current
  1. Tap the Home button once.
  2. Tap the Recent Apps icon, which brings up a list of currently open apps. 
  3. Swipe left on the app to close it.
  4. Relaunch the app.

Additional Information

What is the Ford+Alexa App?

*Don’t drive while distracted. Use voice-operated systems when possible; don’t use handheld devices while driving. Some features may be locked out while the vehicle is in gear. Not all features are compatible with all phones.

**FordPass app, compatible with select smartphone platforms, is available through a download. Message and data rates may apply.

Android and Android Auto are trademarks of Google LLC.

iOS, iPhone, and Apple CarPlay are service marks of Apple Inc.

The Bluetooth word mark is a trademark of Bluetooth SIG, Inc.