We Value Our SmartStart Customers

Or, select a topic:

Common Support Questions

I didn’t receive an initial activation email.
Check your Junk Mail or Spam folder for an email from
I want to change the phone number for my SMS alerts.
You can change your existing SMS alert phone number information at
I received an Error 4 message.
You need to renew your service by purchasing a new service plan at
I received an Error 5 message.
Make sure you have entered your user name and password correctly in the app and the password is the most recent one sent to your email address.
I have problems with my current device and am having my dealer exchange the hardware.
Directed must manage the exchange process to ensure the existing service plan is transferred to the new device. Please have your dealer contact Directed for the service exchange.
I received an error 30 message.
Check your handset connectivity for current data session (i.e. 3G network, 4G network, WiFi connectivity). Error 30 essentially means that your login or command request did not receive a server response.
I own an Android phone and am receiving one of the following errors (1, 2, 3, 4, 8 or 9).
Go to phone> Settings> Applications> Manage Applications> Directed or Viper> Press Force Stop, Clear Data, and try to use the app again. If error messages persist, repeat processes above followed by Uninstall, and re-install the app again from the Android Market. NOTE: you will need to re-enter your user name and password for this process.
I received an Error 12 or 24 message.
Occasional error 12 messages can be a normal occurrence caused by factors such as network coverage or congestion and vehicle location. If error 12 messages occur 100% of the time please contact Customer Service so we can check your account, service plan and device status
I received an Error 25 message.
Make sure your vehicle is parked outside with a clear view of the sky. If error 25 is still received contact Customer Service so we can check your GPS device status over the air.
I accidently purchased the wrong service plan.
Please contact Customer Service.
I renewed a device with an expired service plan and now I can’t send commands to vehicle.
Please contact Customer Service.

Live Chat

Click the image below to begin a live, online chat session with a member of the SmartStart Customer Service Team. Chat is available Monday-Friday, 6am-5pm PST.

Contact Customer Service By Phone

You can contact the SmartStart Team by calling 800-753-0600 (select options 3 and 1). Please note that online chat or email may be the best way of reaching the team, especially during the holiday season when phone hold times may increase.