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Help: Guardian

Help: OnStar Guardian™ App

What services are included with the OnStar Guardian app?

How does the OStar Guardian app work?

Who is eligible for the OnStar Guardian app?

Where can I use the OnStar Guardian app?

How much does the OnStar Guardian app cost?

Is my account information secure?

Can I use the same login information I use for the myChevrolet, myBuick, myGMC or myCadillac mobile app?

How do I get the OnStar Guardian app?

What smartphones are compatible with the OnStar Guardian app?

Who do I contact if I have questions or issues with the OnStar Guardian app?

Can I cancel my OnStar Guardian app services?

Does the OnStar Guardian app replace my current OnStar Safety & Security Plan?

Will the OnStar Guardian app work if I don’t have a cellular signal?

Why does the OnStar Guardian app need access to my Microphone, Motion and Fitness, Location and Notifications for Apple users and Location Services, Microphone, and Call Management for Android users?

What smartphone limitations, if any, should I know about when using the OnStar Guardian app?

How can I review the User Terms and Privacy Statement?

Does the OnStar Guardian app integrate with my vehicle?

What if I deleted the OnStar Guardian app from my smartphone?

How is the Mobile Crash Response in the OnStar Guardian app different from the in-vehicle OnStar Automatic Crash Response?

Is the OnStar Guardian app still working if I don't see a notification on the app?

Is the OnStar Guardian app the same as the myChevrolet, myBuick, myGMC or myCadillac mobile app?

When a crash is detected, who does the OnStar Guardian app alert?

What do I do if I'm involved in a crash and the OnStar Guardian app isn't connecting to an OnStar Advisor?

If a crash is detected, should I still dial 911 if I am connected to OnStar via the OnStar Guardian app?

How will I know that Mobile Crash Response has been activated if I’ve been involved in a crash?

What can Roadside Assistance help me with?

Can I use Roadside Assistance in any vehicle?

If a member of “My Family” does not have the app, can they still get Roadside Assistance?

How is this Roadside Assistance different than the coverage provided with my OnStar Safety & Security Plan?

How do I request Roadside Assistance?

What services does an OnStar Emergency-Certified Advisor provide?

When should I use the red Emergency button?

When should I use the blue OnStar button?

What is Location Status?

How accurate is the OnStar Guardian app in finding my location?

What does OnStar do with location data?

Do I have to select “Always Allow” in my smartphone's Location Services settings to use the OnStar Guardian app?

What if I don’t want other members of “My Family” to see my location?

What app benefits do members of "My Family" have?

How can I add family and friends to “My Family”?

How does an invitee to the “My Family” group get the app?

Does each member of “My Family” have to download the app?

What does the designation “Family Manager” mean?

What if I no longer wish to be a member of a “My Family” group?

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What services are included with the OnStar Guardian app?

The Guardian app provides key OnStar safety services right on your smartphone, including:

  • Mobile Crash Response
  • Roadside Assistance
  • Emergency Services, including 24/7 access to OnStar Emergency-Certified Advisors

The app also lets you invite up to seven loved ones to the "My Family" group. Everyone gets the safety services within the app as well as Location Status, which includes:

  • Viewing one another on a live map
  • Real-time location updates
  • Ability to share location
  • Cellphone battery life status

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How does the OnStar Guardian app work?

By using the sensors in your smartphone, including the accelerometer, the app can detect when you are in a moving vehicle. When a crash is detected on an Android device, the app can automatically connect you with an OnStar Emergency-Certified Advisor, who can contact First Responders. When a crash is detected on an Apple® device, the app alerts an OnStar Emergency-Certified Advisor, who will then call your smartphone, requiring someone in the vehicle to answer the call. 

Enabling location permissions within the app allows an OnStar Advisor to identify your smartphone’s location and contact First Responders for help, even if you can't ask for it.

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How Mobile Crash Response works for Apple users
How Mobile Crash Response works for Android users

Who is eligible for the OnStar Guardian app?

Now anyone can download and use the new OnStar Guardian app and get key OnStar services in their vehicle. You can download the app on the App Store®*57 or from Google Play™*59

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Where can I use the OnStar Guardian app?

Currently, the app services are available in the U.S. and Canada only, on select Apple and Android devices. OnStar Guardian app service coverage is limited and may vary with conditions and location. Additionally, service availability, app features and functionality can vary by device and software version.

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How much does the OnStar Guardian app cost?

Pricing starts at just $5/month.*82 You can download the app on the App Store®*57 or from Google Play.™*59

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Is my account information secure?

We maintain reasonable and adequate technical, administrative, and physical security and confidentiality measures designed to help protect your information from unauthorized access or acquisition. In an active emergency situation, Emergency-Certified Advisors may share your information, pursuant to the OnStar Guardian App Privacy Statement. Your information will only be shared with emergency service providers — such as law enforcement, roadside assistance providers and ambulance providers — in order to deliver related services. Consult the OnStar Guardian App Privacy Statement for more information.

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Can I use the same login information I use for the myChevrolet, myBuick, myGMC or myCadillac mobile app?

Yes. You can use your myChevrolet, myBuick, myGMC or myCadillac mobile app login.

If you have an existing GM Owner Center account, you can use your login for the Guardian app as well. It is not necessary to create a new Owner Center account for the Guardian app.

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How do I get the OnStar Guardian app?

Simply download the app on the App Store®*57 or on Google Play.™*59 Follow the on-screen prompts to set up your OnStar Guardian service.

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What smartphones are compatible with the OnStar Guardian app?

The app is currently compatible with select Apple and Android devices (Android 7.0+ and above and Apple iOS 12.0 and above as of April 2020).

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Who do I contact if I have questions or issues with the OnStar Guardian app?

Call the GM Connection Center at 1.877.558.8352 if you have questions or need to report an issue with the Guardian app.

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Can I cancel my OnStar Guardian app services?

You may cancel your OnStar Guardian services at any time. You can cancel in app or by calling 1.888.466.7827. Members with a Chevrolet, Buick, GMC or Cadillac vehicle can also push their blue OnStar button to speak to an Advisor. Deleting the app from your smartphone alone will not cancel your service.  

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Does the OnStar Guardian app replace my current OnStar Safety & Security Plan?

No, if you already have OnStar services, the OnStar Guardian app is in addition to and an extension of those services and can be shared with up to seven of your loved ones. You can also enjoy OnStar Guardian as a stand-alone service if you don't currenlty have OnStar safety services in your vehicle.

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Will the OnStar Guardian app work if I don’t have a cellular signal?

No. The Guardian app needs a cellular connection in order to connect with OnStar.

Should you encounter an emergency requiring law enforcement, EMS, fire or other emergency services, always call 911 first.

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Why does the OnStar Guardian app need access to my Microphone, Motion and Fitness, Location and Notifications for Apple users and Location Services, Microphone, and Call Management for Android users?

The app provides a smartphone-based Mobile Crash Response service when a crash is detected. In order for an OnStar Emergency-Certified Advisor to properly assist, you will need to allow certain app and device permissions, including allowing access to the following features:

  • Location: These permissions must always be enabled because your smartphone’s location is used to determine when you begin driving and when a crash is detected. Location permissions allow an OnStar Advisor to identify your smartphone’s location and contact First Responders for help, even if you can't ask for it.
  • Microphone: Once a crash is detected and the app successfully calls an OnStar Advisor, the Microphone permissions allow you to speak to the Advisor, who can contact First Responders to get the help you need. The app is not using the microphone for any other purpose and is not “listening” at all times.
  • Motion and Fitness/Physical Activity: These permissions allow the Guardian app to utilize your smartphone's sensors to help detect a crash.
  • Notifications: These permissions allow you to receive important app alerts and updates (Apple only).
  • Call Management: These permissions allow you to answer an incoming call without the connected OnStar Guardian app call ending (Android only).
  • Background App Refresh: This will ensure that the app will run in the background to detect a drive and crash event.

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What smartphone limitations, if any, should I know about when using the OnStar Guardian app?

Apple devices: There are no known limitations at this time.

Android devices: The Guardian app may not operate properly if the following modes are detected and enabled:

  • Power save
  • Background restrictions
  • Google Play settings error
  • Location settings error 
  • Wi-Fi scanning disabled
  • Battery optimization

This list is not exhaustive and other app or smartphone permissions or settings may impact app performance. Additionally, some Android-based smartphones may not be supported, including Google Pixel devices.

See the OnStar Guardian app User Terms for limitations. Device permissions are required for the app to operate properly.

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How can I review the User Terms and Privacy Statement?

The User Terms and Privacy Statement is available to view from the following places:

  • Within the Settings tab of the OnStar Guardian app
  • OnStar Guardian app page on App Store and Google Play
  • onstar.com

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Does the OnStar Guardian app integrate with my vehicle?

No. It is a standalone app that you can use while traveling in any vehicle. You can connect your smartphone to your vehicle's speakers via Bluetooth,®*63 but it is not required. Full Bluetooth feature functionality may vary depending on your device, model and software version.

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What if I deleted the OnStar Guardian app from my smartphone?

If you uninstalled or deleted the app, you can simply download the app again on the App Store or on Google Play and sign back in to the app. If you need assistance, tap the “Need Help Signing In?” link. If you are a Member with a Chevrolet, Buick, GMC or Cadillac, you can also use your vehicle mobile app or Owner Center login.

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How is the Mobile Crash Response in the OnStar Guardian app different from OnStar Automatic Crash Response?

The OnStar Guardian app, which is intended for use in vehicles only, uses sensors in your smartphone to determine if the smartphone is in a moving vehicle before it begins scanning to detect a crash event. The OnStar Guardian app then alerts an OnStar Emergency-Certified Advisor, who will call your phone and contact First Responders. Automatic Crash Response is a service that is embedded into your vehicle, utilizing built-in sensors to detect a crash and alert an Emergency-Certified Advisor. The in-vehicle Automatic Crash Response is available in any properly-equipped GM vehicle, while the OnStar Guardian app extends this service to any vehicle you drive, ride in or share.

Mobile Crash Response services are intended for use in vehicles only and can connect to an Advisor automatically on Android devices only. Service availability, features and functionality may vary by device and software.

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Is the OnStar Guardian app still working if I don't see a notification on the app?

Once you’re logged into the Guardian app, it will remain active and functional until you log out, even if you close the app or when it’s running in the background.

If you don't see notifications during your drive, you must enable notifications for the Guardian app in the system preferences on your device once the vehicle is parked.

If this action doesn’t resolve your concerns, please contact OnStar Technical Support at 1.877.558.8352. Please note that several device and app permissions are necessary for the Guardian app to properly function.

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Is the OnStar Guardian app the same as the myChevrolet, myBuick, myGMC or myCadillac mobile app?

No. The OnStar Guardian app is a new app that gives you access to critical OnStar safety services through your smartphone in any vehicle and virtually anywhere you or your loved ones go.

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When a crash is detected, who does the OnStar Guardian app alert?

The Guardian app is designed to use your smartphone’s sensors to detect a crash and alert an OnStar Emergency-Certified Advisor. The Advisor will call your phone and contact First Responders and provide them with your location. For Android users, the app can automatically connect to an Advisor even if you can't reach your phone.

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What do I do if I'm involved in a crash and the OnStar Guardian app isn't connecting to an OnStar Advisor?

If you have an emergency and have not been connected to an OnStar Emergency-Certified Advisor, you should always call 911 directly. If you are unsure how to proceed, you can connect to OnStar using the red Emergency button in the OnStar Guardian app.

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If a crash is detected, should I still dial 911 if I am connected to OnStar via the OnStar Guardian app?

Dialing 911 while you’re connected to an OnStar Advisor via the Guardian app may result in two calls being placed to 911 at the same time. This could cause confusion or a delayed response.

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How will I know that Mobile Crash Response has been activated if I’ve been involved in a crash?

When a crash is detected, you will receive an automatic OnStar Guardian app notification on your smartphone. For Android devices, the notification will read: Connecting to an OnStar Emergency Advisor. A crash has been detected. For Apple devices, the notification will read: Crash detected. OnStar Emergency has been alerted. Additionally, on Android devices, you will hear an audible prompt notifying you that you are being automatically connected to an OnStar Emergency-Certified Advisor. On Apple devices, you will receive a call from the OnStar Advisor that you must answer.

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What can Roadside Assistance help me with?

Roadside Assistance provides you and any “My Family” member with help in any vehicle in which you're traveling. Services include assistance when you need a jump start, have a flat tire, are locked out or run out of gas. Towing is also available at an additional cost. Pricing for towing will vary by your location and distance of the tow.

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Can I use Roadside Assistance in any vehicle?

Yes. If you are an OnStar Member, you and any "My Family" member can get help using the Guardian app in any vehicle in which you are traveling.

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If a member of “My Family” does not have the app, can they still get Roadside Assistance?

No. Members of “My Family” must have the app on their smartphone in order to get Roadside Assistance.

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How is this Roadside Assistance different than the coverage provided with my OnStar Safety & Security Plan?

With the Guardian app, you and members of “My Family” can request Roadside Assistance while you’re traveling in any vehicle. Towing requests made through the Guardian app are an additional cost.

Roadside Assistance provided as part of the OnStar Safety & Security Plan is for a specific vehicle. Towing is included for that specific vehicle, when needed.

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How do I request Roadside Assistance?

You can request roadside assistance right in the OnStar Guardian™ app, simply by tapping the roadside icon and following the convenient on-screen prompts. Once service is requested, OnStar Guardian can even let you know how close a roadside technician is to your location.

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What services does an OnStar Emergency-Certified Advisor provide?

OnStar Emergency-Certified Advisors can provide critical medical instructions in the event of an emergency. Our Advisors are trained by the International Academies of Emergency Dispatch® to handle situations such as shortness of breath, cuts, concussions, childbirth and other emergencies before help arrives.

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When should I use the red Emergency button?

Using the red Emergency button within the Guardian app, you can connect to an OnStar Emergency-Certified Advisor for assistance for yourself or on someone else’s behalf.

Should you encounter an emergency requiring law enforcement, EMS, fire or other emergency services, always call 911 first.

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When should I use the blue OnStar button?

You can always push the blue OnStar button if you need help. An OnStar Advisor can assess your request and get you the right help. You can also push the blue OnStar button if you have questions about your account or the app. For an emergency situation, such as medical, push the red Emergency button.

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What is Location Status?

Within the OnStar Guardian app, you can view and share device location information with members of “My Family.” Each member of “My Family” is visible by all other members of “My Family” on a map, and their location updates are visible.

Additionally, in an emergency, this feature allows an OnStar Emergency-Certified Advisor to identify your smartphone’s location and contact First Responders, even if you can’t ask for it.

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How accurate is the OnStar Guardian app in finding my location?

Location accuracy is dependent on a number of factors, including your smartphone’s sensors, device permissions and operating system; your cellular service and connection to Wi-Fi; and overall interference from nearby buildings.

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What does OnStar do with location data?

The only time an OnStar Advisor accesses your smartphone location and information from you or members of "My Family" is during an active OnStar Guardian app call. Your smartphone’s location information is shared with members of “My Family” via the Guardian app. Your smartphone’s location information is only shared with third parties (e.g., 911 dispatch centers, First Responders) when they are contacted to respond on scene.

OnStar takes protecting information very seriously. We maintain reasonable and adequate technical, administrative, and physical security and confidentiality measures designed to help protect your information from unauthorized access or acquisition. Consult the OnStar Guardian App Privacy Statement for more information.

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Do I have to select “Always Allow” in my smartphone's Location Services settings to use the OnStar Guardian app?

Yes. OnStar uses your smartphone's location to identify the correct 911 dispatch center. First Responders are then sent to this location during an emergency.

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What if I don’t want other members of “My Family” to see my location?

If you don’t want other members of “My Family” to see your smartphone’s location, you can turn off “Location Sharing” in the Guardian app’s settings. By doing this, OnStar Advisors can still identify your smartphone’s location and contact First Responders, but members of “My Family” would not see it.

However, you should ensure Location Services on your smartphone’s device settings are set to “Always Allow” for the Guardian app. If these are not enabled, the Guardian app will not function properly.

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What app benefits do members of "My Family" have?

You can use the OnStar Guardian app to invite up to seven people to join and be a part of your “My Family” group in the app. Each member of “My Family” receives all the app benefits at no cost to them, including Mobile Crash Response, Roadside Assistance, Location Status and Emergency Services.

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How can I add family and friends to “My Family”?

To invite someone to “My Family,” navigate to the “My Family” section of the app menu and select the option to add a new member. A unique code is generated for your group that can be shared using your operating system’s sharing feature, such as sending through an SMS or via email. The same code can be shared with up to all seven people in the group, but it is only valid for 48 hours. A new code is generated if you select the sharing option at a later time.

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How does an invitee to the “My Family” group get the app?

Once they've downloaded and installed the app, they'll hit the "GET STARTED" button. They'll be prompted to enter their email address. Then they will enter their name and password, select their country and accept the user terms and privacy statement. After they enter their unique invitation code, they'll verify their email and the family they are joining. Finally, they'll need to go through a mobile phone verification and grant permissions for the app to use certain phone functions.  

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Does each member of “My Family” have to download the app?

Yes. Each member of “My Family” must download the app to their individual smartphone in order to enjoy the Guardian app’s benefits and services.

Each person invited to “My Family” must create their own unique username and password for the app on their compatible smartphone. Members of “My Family” should not share credentials.

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What does the designation “Family Manager” mean?

The OnStar Member will have the designation of “Family Manager,” which provides the administrative ability to add or delete people from “My Family.” This designation can be extended by the OnStar Member to any or all other members of “My Family.” However, only the OnStar Member will have rights to purchase, amend or cancel an OnStar plan.

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What if I no longer wish to be a member of a “My Family” group?

You may leave a “My Family” group at any time by clicking on the three-dot display next to your name on the “My Family” screen and selecting the option to leave the group.

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