Locked out of my Rivian R1T

[RWerksman]

Welp, my truck is now back onto my account but I have to setup my phone key again.

This is bullshit.


I know it's not a big thing but it should have never, ever, EVER happened. This stupid little fuck up likely just nuked phone keys for thousands of people, caused hundreds of calls to support, locked scores of customers out of their vehicles, and eroded goodwill and faith in the product in general. As someone who has run multiple IT departments and delivered/supported mission critical infrastructure, I would be flipping my shit right now if I ran this at Rivian.

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[SANZC02]

Yep, get it. As was said earlier, I'd just put a keycard in your wallet for situations like this, and to give to a valet. I'd be willing to bet this happens again at some point, or some other issue with the same outcome.

It could even be something as simple as your phone crapping out, nothing to do with Rivian. In that case you'd really be hosed. I think they can remote unlock, but I wonder if Rivian can give you ability to drive remotely.....This could be a use for a PIN to drive function. Owners could preemptively give Rivian permission to remote unlock, but require a PIN to drive.

It would be nice to add remote start from the App. Tesla has that, I can use the App to remotely unlock the car, then start it so someone can drive it. I used that once to have someone pick the car up at a parking lot and drive it to my house.

 

[tcsm]

Yep, get it. As was said earlier, I'd just put a keycard in your wallet for situations like this, and to give to a valet. I'd be willing to bet this happens again at some point, or some other issue with the same outcome.

It could even be something as simple as your phone crapping out, nothing to do with Rivian. In that case you'd really be hosed. I think they can remote unlock, but I wonder if Rivian can give you ability to drive remotely.....This could be a use for a PIN to drive function. Owners could preemptively give Rivian permission to remote unlock, but require a PIN to drive.

Yeah, nothing new - Tesla has had these same issues, its only going to improve.

I had just set my wife up with her phone key, which she was wary about........her first time driving it on her own and she couldn't get it. Luckily she did have a keycard with her.

I still wont hear the end of it

 

[TXRIV]

You guys are all correct on the second key, I ALWAYS have mine, but the wife can't find the card I gave her So she was stuck until the app came back online....

 

[Jason C]

Vehicle re-appeared in my app after 20 minutes. At that point CS had not called me back. While driving customer service called to unlock my vehicle. Just as they called a malfunction warning appeared on my dash and put my vehicle in limp mode.
Pulled over and the rep gave me reset the vehicle. Seems to be working so far. I have a service appointment setup for next Friday. He said they will definitely review this issue so it can be addressed at that appointment.

 

[DJG]

It actually looks like the snafu was related to a "feature" they were pushing (or maybe they are unrelated and just a coincidence).

I just got a prompt in the app to turn on Always for location services to be able to use PAAK anytime. It was a dedicated screen in the app that appeared on its own, not the IOS system box prompt. Previously the highest level of access was for When Using the App, which meant you had to have the app running in the background for it to work. It now works all the time, presumably.

 

[bael]

Hit me coming out of dinner with the wife. App said the key needed to be set up again. I just grabbed they keycard out of my wallet and used it - then app showed properly.
repaired when I got home, just in case
I’ve kept the keycard in my wallet since day 1

 

[staples]

Welp, my truck is now back onto my account but I have to setup my phone key again.

This is bullshit.


I know it's not a big thing but it should have never, ever, EVER happened. This stupid little fuck up likely just nuked phone keys for thousands of people, caused hundreds of calls to support, locked scores of customers out of their vehicles, and eroded goodwill and faith in the product in general. As someone who has run multiple IT departments and delivered/supported mission critical infrastructure, I would be flipping my shit right now if I ran this at Rivian.

Given your experience in IT you should understand that bad code can go out, or servers can fail, or countless other issues can arise that result in you not being able to unlock your truck until their fix their stuff. This minor inconvenience sounds like it only prevented people from unlocking their trucks with their phones. It doesn't sound mission critical to me, especially considering they gave you at least 2 other ways to get into your truck. It's not like they pushed something out that affected the actual driving mechanics of the vehicles and caused people to crash on the highway.

FWIW, as one of maybe 8k people with R1Ts, my phone key did not get wiped. I was not using the truck during this outage, so I personally was not inconvenienced. But I can understand the frustration.

I chalk it up to early adopter pains. As others have said, I keep a card in my wallet as a backup all the time. Phones are fragile and have much shittier smaller batteries in them that can easily run out of juice.

 

[Jason C]

More reason why they need to give us our wristbands.

 

[RWerksman]

Given your experience in IT you should understand that bad code can go out, or servers can fail, or countless other issues can arise...

Code review, change control and system / server redundancy. Something broke down that absolutely shouldn't have. At the end of the day, these are mission critical 7000+ lb projectiles and an error that potentially locks a group of people out of them cannot happen, regardless of what stage in the lifecycle the organization is in.

I know, it's a minor thing, but fucking no.

 

[srazz]

Always bring a secondary way of getting into a vehicle. Phone as a key can fail for any vehicle.

Have a Model Y and that same thing has happened. Thankfully I’ve kept the card key in my wallet.

 

[Max]

I totally accept software hiccups, that a daily thing. I don’t accept key associations being removed without owner permission and then having to re-set them back up again.

Unfortunately once we go through those 8 steps, we will have to accept a lot for foreseeable future. This is the downside of quick fixes we get. Insufficient testing.

Always bring a secondary way of getting into a vehicle.

 

[rodhx]

More reason why they need to give us our wristbands.

That would not have helped me. Unless it proves so useful that I'll choose to wear something else on my wrist, which ain't likely, I doubt I will use the wristband more than a very few days/year.

Always bring a secondary way of getting into a vehicle. Phone as a key can fail for any vehicle.

The 40 year old Ford keypad technology on the Mach E saved me more than a few times when PAAK was slow to recognize my phone.

 

[Bobthebuilder352]

Something must have been pushed yesterday/last night. This morning I could get in but couldn’t drive due to not seeing the key (I had the fob). Had to hard reset.

 

[NY_Rob]

As a Tesla owner... I learned the hard way, PAK is not 100% reliable- shove the key card in your wallet along with your drivers license and you will never stress about it again

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