2021 Ford Pass App Not connecting

[MRV568]

I have a 2021 that everything works perfectly on with the exception of the vehicle will not connect to the Ford App (formerly Ford Pass)
I have tried all the reset stuff on the forum and nothing sems to work, I even called Fords technology service and spent over an hour on the
phone with them being walked thru everything that I had already done. After all that I was told it needed to go into the Ford Dealer.
(I do have the latest version on sync 3 installed (3.4.23188) It does the updates just fine... I also just updated to the 2025 Maps about a
month ago, again with no issues... Well I take it to the local Ford Dealer and 3 days and $400 dollars later. They want over $4000 to replace the TCU and the APIM modules...
Does this not sound totally crazy that everything on this vehicle works perfectly, but it's going to be $4000 to make an app connect?
Anyone have any thoughts or ideas?

 

[Chairborne Ranger]

Is this ST one that you have owned for a while and previously had the Ford App connect with successfully? Here's why I ask.

When I bought my new ST in January '25 it came with a little history. It apparently was special ordered in 2024 and was the first 2025 Explorer the dealership received. The new owner was a "old guy" who wasn't very tech savvy. When he took delivery he was overwhelmed by all the electronics and hated it returning it the next day. He was a longtime customer so the dealership let him essentially trade it in for something else more analog. Unknown to me the sales rep set up the Ford Pass app for the guy and failed to remove him from the app database as the owner when he returned it.

So, when I took possession and they tried to set me up with the app it refused to allow it and kept saying something like I didn't have "permission". The sales guy and several service department folks messed around for an hour and were all stumped. They had me go home and try some pointless things that did nothing. They had me call Ford who had me do some reset maneuvers that did nothing and the Ford person on the phone concluded the modem had failed and possible the TCU and APIM as well. All would have been replaced under warranty so they had me bring the vehicle in and gave me a loaner and told me to expect it to take a "couple of weeks" to remedy.

Having no prior experience with car apps like this I kept focusing on the verbiage about not having permission which went unheeded by the dealership. About 2 hours after I left I got a call telling me they had it fixed and had me log into the app and sure enough it let me connect and it worked ever since. Their bogus excuse was that the battery was bad from sitting on the lot for four months but I think they were embarrassed to admit they didn't delete the original buyer from the vehicle profile on the Pass app.

If your ST is letting you do software and map updates over the air I'd question their explanation and $4K plan of action too. Good luck.

 

[EDWYER]

You will have to replace the TCU unfortunately.

 

[MRV568]

It was working fine, I got a new phone and it never would connect to anything again. Ford removed my old account and had me create a totally new account and still nothing.
We have tried both Apple and Android Phones, make no difference...

 

[MRV568]

This is what my screen said BEFORE going to the Ford Dealer, I did not drive the car today so I can't send what it says since I got it back from them, I will post it later tonight or tomorrow.
I know 2 things are missing from the screen since it was returned to me...