SUPPORT HUB

Yes—but with limitations. A single vehicle can be added to multiple Lexus Link+ accounts. However, only one account at a time can actively access Connected Services and personal vehicle data such as trip history, remote controls, and notifications.

If you want to switch the active account, you can do so through the Connected Services Centre –  This ensures that only the designated account has full access to the vehicle’s connected features.

Yes, you can use the same Lexus account for multiple vehicles.

Lexus allows you to add up to 10 vehicles to a single account. This means you can manage more than one Lexus car—such as checking vehicle status, using Remote Connect features, and accessing service history—all from the same login

Here are a few things to keep in mind:

• Each vehicle must be individually added, scanning the QR code or, if not supported, by entering the VIN (vehicle identification number)

Yes, Connected Services can be linked to multiple Lexus Link+ accounts, allowing different family members to access vehicle information and multimedia features. However, only one account can have active control at a time through the app—this means features like remote access, trip data, and notifications will only work through the account currently activated for the vehicle.

To share access:

• Each family member can create their own Lexus Link+ account.
• The primary user must activate Connected Services on their account.

If you want to switch the active account, you can do so through the Connected Services Centre section in the app

The account details are the same for the Lexus Link+ app and Customer Portal. On both platforms the password can be changed. 

To change your password go to the login screen and select 'Reset It'

Your Lexus Link+ app and Customer Portal account can be used on the vehicle's multimedia device. If you don’t have one, we recommend you download the Lexus Link+ app and create one from there.

You can also create an account via the online Customer Portal or create an account via the multimedia device itself. In case of the latter, you will still need to accept the Terms of Use within 14 days in the Customer Portal (option is only applicable for multimedia systems before MM21 generation)

Steps to take before selling your Lexus

• Cancel Connected Services Subscription

Open the Lexus Link+ app and cancel any active Connected Services linked to the vehicle.

• Remove the vehicle from your Lexus Link+ account
• Remove your User Profile from the Multimedia System
• On the vehicle’s in-vehicle multimedia unit, delete your personal profile to clear saved preferences and trip data.

Keep Your Lexus Link+ Account

• Do not delete your account—you can use it again if you purchase another Lexus in the future.
• Inform the new owner

Let the buyer know that the vehicle is equipped with Connected Services and that they can activate their own account to enjoy the features

Connected Services consists of the Lexus Link+ app and Multimedia. Each suite is host to its own set of features and must be activated separately.

A quick way to check if Connected Services is active, is to check if your last trip details are displayed on the home screen of the app.

If you are unsure whether your Connected Services are activated, first select the correct car from My Garage, then click on Connected Services Center. Then you will see all services available for the car and their activation status. Then, follow the flow to activate the Connected Services that are available for your vehicle.

To activate Lexus Online connect your smartphone with your car, using either Bluetooth or Wi-Fi tethering, then click on the Setup tab. From there click on the Online tab, then the Lexus Online tab, and choose an existing account. Then enter your Lexus Link+ credentials. 

Entering your details will start your 3 years of free service. You can check the expiration date of your Multimedia subscription via Customer Portal.

If you don’t have an existing account, you can directly create one in your car, by choosing the New Account option.

On vehicles equipped with Lexus Smart Connect, you can easily scan the QR code generated on the Head Unit with the Lexus Link+ app or alternately introduce it manually into the app. Then activate the smart services in the Connected Services centre on the Lexus Link+ app.  

For more information please see our How-to-guides. 

You're seeing the message "go to your dealer to do this verification manually" because the app has flagged a security issue during the physical access verification process. 

Here's what happened:

• You likely entered the wrong mileage three times while trying to verify your vehicle
• As a result, Lexus' system temporarily blocked remote activation to protect your personal data
• To proceed, you'll need to visit your Lexus dealer in person

Why this matters:

• Your dealer will verify your identity to ensure that no unauthorised person can access your vehicle or personal information
• This is part of Lexus's commitment to data privacy and customer protection

Once verified, the dealer can help unblock your account and activate the Connected Services you're trying to use

Your Performance Score shows how efficiently and smoothly you drive, based on data collected from your vehicle during each trip.

It’s calculated as a weighted average of your trip scores, considering the total distance driven per trip. The overall score focuses on two main aspects: acceleration and braking.

• Gentle acceleration helps reduce consumption and vehicle wear
• Gentle braking helps you stay safe by keeping distance and anticipating obstacles

The service also provides a detailed score breakdown of your driving behaviour for each trip and monthly period. This includes metrics like acceleration, braking, and constant speed, when available, showing you how consistently you maintained your speed. If most of your driving happens in city conditions, your average speed may be too low for a constant speed score to appear.

The Performance Score and its details aim to help you understand your driving habits and suggest small changes that could improve efficiency and boost your vehicle's overall performance over time

A trip may be missing from Driving Analytics, Hybrid or EV Coaching for several reasons:

• Connected Services not activated: Make sure the Standard Services are activated in the Connected Services Centre - My Garage in the App.
• Profile not linked: Link your profile to the Multimedia system ( the head unit) in your vehicle so trip data is recorded in your App.
• Privacy Mode enabled: At the end of the trip, if your vehicle location sharing is disabled, then your trip data will not be saved. If you want to see trip data, please ensure that the location sharing is enabled. You can refer to Privacy Mode section (MyGarage) in the app to check the status of location data sharing. To find out more, refer to questions about Privacy mode under category "Account".
• No Trips Yet: Driving Analytics becomes available after your first recorded trip.
• Short Trips: Very short journeys   (approximately less than 50 meters and 10 seconds) may not be saved to avoid clutter in the App.
• GPS signal Issues: Trips may not record correctly if you park in areas with limited or absence of coverage of GPS signals (for example, underground parking). They may appear later once the signal improves.
• Data Sync Delay: Trip data may take a few hours to appear.
• System Maintenance: Temporary outages or updates may affect trip recording.

If trips are still missing, please go to the Contact Us or App Support sections of the app.

Driving Analytics, Hybrid or EV Coaching is a service designed to help you understand and refine your driving style. Using sensor data from your connected vehicle, including acceleration, braking, and constant speed, it generates a trip score ranging from 0 to 100, reflecting how smoothly and efficiently you drive.

Please note that the accuracy of the data used in these services should be read as indicative of magnitude rather than exact figures.

In addition to scoring your trips, the service provides you with trip summary data to give you a comprehensive view of your driving habits.

Driving Analytics, Hybrid or EV Coaching is available for individual trips as well as in a cumulative monthly overview. In the monthly overview, you can also access a graph displaying your daily driving analytics throughout the month.

Please note that the accuracy of the data used in this service should be read as indicative of magnitude rather than exact figures.

What’s the difference between the 3 services?

Each of these features provides personalised insights to help you make the most of your vehicle's performance and driving experience:

• Driving Analytics is available for all connected vehicles
• Hybrid Coaching is designed for hybrid vehicles
• EV Coaching is tailored for fully electric vehicles

Trip data may appear inaccurate for a few reasons:

• Privacy Mode partially enabled: During a trip, if your vehicle location sharing is disabled for certain parts of the trip, then your trip data and route details may get skewed, resulting in inaccurate trip data visible in the app. When the vehicle location is unavailable during a trip, our systems create route data based on available maps and optimized routes for selected destinations, which may not be the actual route travelled. To find out more, refer to questions about Privacy mode under category "Account".

• Poor GPS signal: Driving through tunnels, underground parking, or areas with poor GPS coverage can interrupt trip logging
• Missing constant speed data: If most of your driving is in the city, your average speed may be too low, which may prevent constant speed score to be displayed.

If the issue persists, please go to the Contact Us or App Support sections of the app.

This feature is available on selected models. If you have the Lexus Link+ app installed on your  smartphone and have enabled push notification, you will be notified (5-10 min* after the end of your trip) about: 

• window(s) open
• door(s) unlocked
• doors open
• boot open
• hazard lights on
• hood open
• sunroof open  
• headlights on
• warning lights
• rear seat reminder

Not every vehicle are capable of sending those push notifications. Please verify your vehicle capabilities with your retailer.

Push notification will also be listed indefinitely in the Notification tab at the bottom of the app screen.

Yes, on selected models you can see the status of the vehicle’s doors, windows, boot and lights. 

To check the status go to the Home page. Click on the Vehicle Status button.

For more details about function availability by model please get in contact with an Authorized Retailer or check the information on our local Lexus website.

Yes, on selected models, you can remotely lock or unlock them via the app. The lock/unlock buttons are found on the Remote Control card.

Please note that you will not be able to:

• Lock the car if any of the doors are open and/or if the smart key is inside the car (and the car can detect it)
• Unlock the car if the Car Alarm is set or if the car was manually locked with the physical key

For more details on function availability by model, please get in touch with an Authorised Retailer or check the information on our local Lexus website.

Yes, selected models can be located in a crowded parking by remotely switching on the vehicle's hazard lights. 

In the Lexus Link+ app, go to the Remote Control card. By clicking on Hazard Lights you can activate the vehicle's hazard lights, enabling you to easily find your car.

The hazard lights are activated for a duration of 60 seconds. After 60 seconds you can activate the Hazard Lights feature again. 

For more details about function availability by model please get in contact with an Authorized Dealer or check the information on our local Lexus website.

Most of our  vehicles from 2019 onward support Apple CarPlay and Android Auto, allowing seamless access to your favorite apps directly on the car’s in-vehicle multimedia screen.

Supported Apps

• Navigation: Google Maps, Waze, Apple Maps
• Music & Audio: Spotify, Apple Music, Audible, YouTube Music
• Communication: WhatsApp, Messages, Phone, Calendar
• Voice Assistants: Siri and Google Assistant for hands-free control

How to Connect

• Wired Connection: Plug your smartphone into the vehicle’s USB port. The system will automatically launch Apple CarPlay or Android Auto

Wireless Connection:

• Android Auto: Supported on devices running Android 11 or newer
• Apple CarPlay: Wireless support available on many 2023+ Lexus models

Compatibility Notes

• If your Android device runs Android 9 or older, you will need to install the Android Auto app manually.
• Wireless functionality may vary by model and region. Check your vehicle’s specifications or consult your dealer

Reference

You can view the full list of vehicles that support Apple CarPlay on Apple’s official site

https://www.apple.com/ios/carplay/available-models/ (Opens in new window)

You can check the expiration date of your Map Care and Lexus Link+ Multimedia services subscription in two ways:

• Mobile App: If you have a Smart + Connected subscription, it is valid for upto 4 years. The expiration date is visible directly in the Lexus Link+ mobile app in Connected Service Centre
• Multimedia Screen: On your vehicle’s multimedia system, go to:

Settings → Navigation → Map Data → Map Data Info.

For Lexus Smart Connect (MM21) systems, map updates are released twice a year (Autumn and Spring). Even if you continue using older maps, you will not notice major differences, so you can enjoy the service for a long time

You canot purchase services from Multimedia, You can only purchase services via the Lexus Link+ application

Customers receive 4 years of free services for Map Care (2 map updates/year) and online Services (Weather, Parking, Traffic, Fuel prices). After this free period, you can purchase /renew your subscriptions as required.

Available on selected models, Remote Climate can be remotely activated via the Lexus Link+ app to help cool/warm the interior of the vehicle to a comfortable level. 

From the Remote Control section you will be able to start Remote Climate for a period of 20 minutes (2 times 20 minutes on some vehicles). When Remote Climate is activated, the Lexus Link+ app indicates how much time is left until it automatically switches off.

On some vehicles keep in mind that when activating Basic Remote Climate, the car's engine will also start. As such, all auxiliary settings used during the last trip (before engine was switched off) will be turned on (e.g., temperature setting, seat heater, radio, etc...).  

On selected vehicles, Remote climate will have more advanced functionalities. This inculdes:

• Remotely controlling seats ventilation, heating seats, heated steering wheel and defrost
• Schedule Remote climate: conveniently decide in advance when the car interior must be cooled down or warmed up.

Please note, Basic Remote Climate on combustion engine and hybrids is not available in Austria and Germany due to legal restrictions. Battery Electric Vehicles and Plug-In Electric Vehicles do have Remote Climate availability in Austria and Germany.

Battery Electric Vehicles and Plug In Electric Vehicles will require at least 20% or 30% battery level to be able to operate the Air Conditioning. 

If the exterior temperature is below -10°C, Remote Climate will not operate on Plug-in Electric Vehicles.

For more details about function availability by model, please contact an Authorized Dealer or check the information on our local Lexus website.

You can use it straightaway if the account of the previous owner is still active in the multimedia unit and you may continue to use it during the free subscription period. But we always recommend that customers logout and create their own account so that you have full control of your subscriptions. This can be done via:

1. the Lexus Link+ app on your mobile device - first register and then login to your vehicle
2. the Online menu in the vehicle's multimedia system - you will need to accept the Terms of Use within 14 days via the Customer Portal/Personal Site (option is only applicable for Multimedia Systems before MM21 generation)
3. the Customer Portal - once your account has been created via the web portal you can log into the multimedia with your credentials

Different scenario may cause your Remote services not to work. Let's try to list the most frequent ones:

• Your vehicle may not support some or all the remote services. Please contact your retailer to find out.
• You may not have subscribed to the remote services.
• If you have not used your car for more than 9 days then your car might have gone into sleep mode to protect its battery life.

Please go to your car and start the engine.

• Please verify that all preconditions are met: all doors closed, hood closed, smart key not inside the vehicle
• You have a Plugin hybrid vehicle or Battery Electric Vehicle and Remote Climate won't start? Your EV battery might be below 30% or 20% (depending on the model) in that case please charge your battery.
• You have a plugin hybrid vehicle and remote climate won't start? If the outside temperature is below -10°C remote climate won’t operate.

You will receive notification on the screen of your in-car multimedia system 30 days before the free 4-year period ends.

In the Lexus Link+ app, you can renew services once they expire. When renewing our Service Pack, you can choose between 1 month, 1 year, or 4 years*. Check the Lexus Link+ app for the latest prices.

Lexus Smart Connect Multimedia includes several online navigation services, providing useful real-time information, e.g. Traffic Info and Speed Cam Alerts.

These features require an internet connection to function. If you don't have a connected device, you will need to connect your mobile device by sharing your Wi-Fi or Bluetooth tethering to any Wi-Fi device/network in the car.  

Every new Lexus comes with 3 years* of free map updates (Map Care subscription) for the navigation system as well as other services, including:

• Real-Time Traffic
• Coyote (where available) or Cyclops speed camera alert
• Google Street View (where available)
• Points of Interest
• Fuel
• Parking
• Weather

For more information please see our How-to-guides. 

*If your car is equipped with MM21, a 4 year period is applicable

If your vehicle supports this functionality, you can plan a route or send a destination directly from your app.

To send a destination via Send To Car, simply select any Point of Interest (POI) on the map in the app. Depending on your vehicle’s multimedia system, you may see a Send to Car option directly, or a Route button followed by a “Send” option once the route is planned.

Make sure you’re logged into your multimedia system in the vehicle to receive the trip. Sent destinations will appear in the navigation section of your multimedia in car, ready to be started.

Please note that this feature requires an active subscription, and it is not available on all multimedia systems.

For some subscriptions, yes.

Several features and services offered by Lexus require you to have a valid payment method added to your wallet and you enrol in a plan that best suits your needs. Additionally, certain subscriptions are complimentary for a limited time period  when you purchase your vehicle but will require payment after the free period ends.

To subscribe to a Connected Service in the Lexus Link+ app, follow the steps below:

1. Go to the Connected Services Centre and select the service you are interested in
2. Choose your subscription plan - monthly, yearly or every 4 years
3. Proceed to the checkout and enter your billing address and payment information. You will need a billing address and a valid payment method in your wallet
4. Review your purchase in the Summary and activate the service if you're ready
5. If you're eligible for a trial, you won't be charged yet, but you'll be able to see the due date of your first payment. If you've already used a trial, you'll be charged at this point and an invoice will be sent to your email.

You’ll get a pro-rata refund. 

• Yearly case example: The trial activation began on January the 10th, the first payment is due on February 10th, and cancellation occurred by May 30th. Therefore, you used the service for more than 3 months, so we will consider it as 4 months. As a result, you will be refunded for the remaining 8 months.
• 4-year case example: The trial activation began on 10/Jan/24, the first payment is due on 10/Feb/24, and cancellation occurred by 30/May/25.  Therefore, you used the service for more than 15 months, so we will consider it as 16 months. As a result, you will be refunded for the remaining 32 months. 

Your payment will depend on the service or feature you want and whether you select a monthly, yearly or every 4 years tariff. Please check all the options when examining each subscription individually.

Price may also vary by country.

The payment information is securely stored by our PCI Compliant partner, Pay-D GmbH.

JP Morgan is the PCI compliant Payment Gateway and also receives payment information to process transactions. JP Morgan is a regulated financial institution.

The 14-day withdrawal right applies and counts from the day you activate your subscription. If you are eligible for a trial, there is nothing to worry about since you have one month to cancel without any costs.

After the trial period ends and the first payment is processed, the 14-day right of withdrawal is no longer applicable, and no refund is possible.

If you are not eligible for the trial and make the first payment, you have 14 days to cancel to receive a full refund. Your 14-day withdrawal right is only applicable once.

Before selling your vehicle, please make sure you cancel your active Connected Services subscription. You will receive a refund for the remaining unused period of your subscription.

Additionally, remove the vehicle from your Lexus Link+ account to ensure the new owner can register the vehicle and activate their own services.

If you are unable to complete these steps, your Lexus retailer can assist you in cancelling the subscription and updating the vehicle ownership

Our databases are encrypted and secure, and all our systems have access control mechanisms to ensure the protection of your data. Additionally, data transmission between our systems is encrypted to provide an extra layer of security. 

 We process payment-related data according to the Payment Card Industry Data Security Standard, which is a set of guidelines designed to protect cardholder information. 

 For personal data, we adhere to the security principles outlined by the EU General Data Protection Regulation (GDPR) to safeguard your personal information and maintain your privacy.

If you are eligible for the trial, the first payment will occur exactly one month after the activation date. 

For monthly enrolment, you will be charged on the same day each month. For example, if your activation date is January 10th, your first payment will occur on February 10th, the next one on March 10th and so on.

For yearly enrolment, you will be charged on the same date every year. For example, if your activation date is January 10th, 2024, your first payment will occur on February 10th, 2024, and the next one on February 10th, 2025.

For the four-year enrolment, you will be charged on the same date every four years. For example, if your activation date is January 10th, 2024, your first payment will occur on February 10th, 2024, and the next one on February 10th, 2028.

If you opt-in, we can send you notifications before each payment for yearly and four-year enrolment.

Selecting your dealer allows us to recognise the dealer who supported your purchase, while ensuring accurate records and better service coordination. This step is optional. You can still complete your purchase without selecting a dealer.

You may subscribe to continue using the features once your trial period expires. Currently, it is not possible to purchase a subscription before the trial end date.

Please note the following regarding our enrolment and refund policies: 

• For monthly enrolment, there are no refunds in case of cancellation. However, your subscription will not be automatically renewed at the end of the term. 
• For yearly or 4-year enrolment, you are eligible for a pro-rata refund calculated in months. 
• Regardless of enrolment type, you will receive a full refund if you cancel within 14 days of signing up (and you do not have a trial).
• You are only eligible for a 14-day refund once. For further details, please refer to our Terms of Use. 

Yes. You will receive a full refund.

The 14-day withdrawal period starts from the day your subscription is activated. 

Please notice that if you are eligible for the 1-month trial, the 14-day starts from the trial activation. Therefore, when the first payment is collected, you can no longer claim 14-day withdrawal right.

Please note, that you can only receive the 14-day refund once.