MY JAGUAR LAND ROVER INCONTROL WEBSITE FREQUENTLY

MY JAGUAR LAND ROVER INCONTROL WEBSITE FREQUENTLY
MY JAGUAR LAND ROVER INCONTROL WEBSITE
FREQUENTLY ASKED QUESTIONS
TABLE OF CONTENTS
1.
OVERVIEW & SUPPORT ....................................................................................................... 1
2.
REGISTER, CONNECT AND ACTIVATE ............................................................................ 2
2a. SELF SETUP OF INCONTROL SERVICES - REGISTER ................................................. 3
2b. SELF SETUP OF INCONTROL SERVICES - CONNECT .................................................. 3
2c. SELF SETUP OF INCONTROL SERVICES - ACTIVATE .................................................. 6
3.
GETTING STARTED ............................................................................................................... 7
4.
ACCOUNT MANAGEMENT ................................................................................................... 7
5.
VEHICLE SETTINGS .............................................................................................................. 8
6.
JOURNEYS ............................................................................................................................. 10
7.
INCONTROL SECURE / SECURE TRACKER ................................................................. 11
1. OVERVIEW & SUPPORT
The main purpose of the “My InControl” website is to enable you to set up your InControl account,
manage your account and to find help and support. You can also access key functionalities found on
the InControl Remote smartphone app, such as being able to view and download journeys, set
preferences and enable certain vehicle features. This document is designed to represent both the
Jaguar and Land Rover brands.
The InControl features that are relevant for this document include (*optional features):
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InControl Protect / InControl Remote including:
o SOS Emergency Call
o Optimised Roadside Assistance
o InControl Remote Smartphone App
InControl Secure* / Secure Tracker*
Live Apps*
Once the InControl services have been activated, you can use the My InControl website to:
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Change personal details
Modify vehicle settings
Check/export/manage your Journeys
Turn off/on the Journeys function
Access legal documents
Change the communications preferences
See which InControl subscriptions are active on the vehicle and their expiration date
Add or remove vehicles
Turn off/on Service Mode and Transport Mode if InControl Secure/Secure Tracker is
equipped
Access the Live settings if equipped
INCONTROL SUPPORT
To discover more about the features and functionality of InControl, please visit the InControl Support
section of the Jaguar or Land Rover website:
Land Rover - www.landrover.com/incontrol
Jaguar - www.jaguar.com/incontrol
For further technical assistance regarding InControl, please contact your retailer or the UK Customer
Relations Centre (CRC):
https://www.landrover.co.uk/contact-us/index.html
https://www.jaguar.co.uk/contact-us/index.html
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2. REGISTER, CONNECT AND ACTIVATE
What are the stages of setting up an InControl account?
There are three steps to setting up an account on InControl.
1. Register with a User Account
2. Connect the User Account to an InControl capable vehicle
3. Activate InControl services for the vehicle
Is it my responsibility to perform this process?
Once the vehicle is delivered to the retailer, the retailer will call you to arrange a date for collection. The
retailer most probably will pre-register you, connect your vehicle to the account and support you with
the activation process whilst you are still at the retailer premises.
To finish the process, please click on the single use link from the InControl email sent by your retailer
which takes you to the My InControl website and follow the simple steps indicated on the screen. Please
see section 2c for assistance. If you have not received the activation email from your retailer, please
check your Spam folder or contact your retailer.
Can I perform this process myself?
You may prefer to register, connect and activate your InControl services at home without the assistance
of the retailer. Other circumstances such as purchasing a used vehicle outside of the retailer network
may require self-activation of InControl services.
How long does the entire process take?
The process should take no longer than 15 minutes provided the vehicle is nearby in an area of good
mobile network connectivity. It is recommended that once you complete the Register step, you complete
the Connect and Activate steps in the same sitting.
What do I need to complete the process?
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Access to the internet and an active email account.
The last 8 characters of your Vehicle Identification Number (VIN), which you will find on the
left-hand side of the windscreen or in the vehicle handbook.
Your vehicle parked outside and close by in an area with good mobile network connectivity.
The registration number to hand.
What if I sign out during the process?
If for any reason you sign out during the InControl set up process (e.g. closes web browser), upon
signing in again, you will be presented the opportunity to resume the set up process.
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2a. SELF SETUP OF INCONTROL SERVICES - REGISTER
How do I register InControl at home?
You need to use the website address provided below or on the global website to create the account.
You can also access the “My InControl” website via the sign in page of the InControl Remote
smartphone app.
Land Rover - incontrol.landrover.com
Jaguar - incontrol.jaguar.com
Start the registration process by clicking on the “Create Account” button on the sign in page. You will
be asked to enter your email address and complete the captcha. An account activation email will be
generated and sent to your email account.
How do I enter my contact details?
Open the account activation email and click on the secure link which will take you to the “Setup Your
Account” screen. You will be asked to fill in your contact details. All mandatory fields marked with a red
asterisk (*) need to be filled in before you can click the “Next” button.
What if I have already registered for an InControl account?
If the email address entered on the sign in page is already linked to an existing account you will be
presented with an error message and be asked to sign in. If you have forgotten your password, you can
click on the “Forgotten Your Password” link to reset the password.
How do I set my security details?
After entering your contact details you will then be asked to complete the following items. You need to
fill in all the required fields before being able to connect the vehicle.
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Choose a password which should be at least 8 characters long
Choose a 4 digit PIN
Accept the Terms and Conditions
Accept the Privacy Policy
Choose Marketing Preferences
Choose Vehicle Health Alerts
2b. SELF SETUP OF INCONTROL SERVICES - CONNECT
How do I “CONNECT”?
You will be asked to connect your account with the vehicle to confirm you are the owner or an authorised
user of the vehicle. This connects the vehicle to your contact and security details provided in the
Register step.
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Where can I find vehicle VIN?
The location of the VIN can be found in the vehicle’s Owner’s handbook or the bottom left of the
windscreen.
How do I “Identify my Vehicle”?
Enter the last 8 characters of the vehicle’s VIN and search for the vehicle. Once the system has
identified the vehicle you can add it to the account by pressing the “Next” button.
Why is my vehicle not being recognised correctly?
If you encounter any of the issues listed below you should check the VIN and ensure you have typed it
correctly. If the VIN entered was correct you should contact the retailer for assistance.
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Vehicle not found
Vehicle registered to another customer (The retailer may require a proof of ownership)
Vehicle and/or InControl subscription details incorrect
No InControl subscription linked to vehicle
How do I “Confirm Access to the Vehicle”?
Click the Get Started button. Once you clicked the Get Started button, you have a window of 60 minutes
to complete this step. After 60 minutes you will be required to click the Get Started button again.
Go to your vehicle and start the engine. Press the Optimised Assistance button for 10 seconds*.
Connection is confirmed when the button flashes at a slower rate. Return to your device and wait for
confirmation. This can take a few minutes. The page will automatically refresh once this step is
complete.
*If fitted, please ensure the Wi-Fi setting is turned off. This can be found in the Connectivity settings of
the Infotainment menu.
Where do I find the “Optimised Roadside Assistance” button?
The Optimised Roadside Assistance button is located on the left hand side of the overhead console.
How long should I press the “Optimised Roadside Assistance” button for?
Press and hold the “Optimised Roadside Assistance” button. After a couple of seconds the button will
flash amber quickly. Continue holding the button for 10 seconds until the button flashes at a slower rate.
Release the Optimised Assistance button which will continue to flash slowly for a short period of time.
After two seconds the button will go out completely.
How long can I take to connect my vehicle?
This action must be completed within 60 minutes of when you press the “Get Started” button. A
countdown clock will be displayed on the screen. If this process is not completed within 60 minutes you
will be presented with an error message and will be given the option to try again by pressing “Cancel”
and the “Get Started” button.
4
The vehicle is not connecting, what should I do?
If the vehicle was not successfully connected to the account, you will be given the option to try again.
Any of the following problems may have occurred:
PROBLEM
REASON
ACTION
The Optimised Roadside
Assistance button was held for
10 seconds and slowly flashed
amber for 5 minutes but the
web browser did not refresh
and no confirmation message
was displayed, meaning that
the vehicle could not be
connected to the account.
This may be due to a lack of
cellular coverage.
You should move the vehicle to
another location and repeat the
action.
The Optimised Roadside
Assistance button was held for
10 seconds and slowly flashed
amber. The vehicle was
successfully connected to the
account but the web browser
did not refresh and no
confirmation message was
displayed on the screen.
This may be due to the PC or
device internet connection.
You should sign out of the “My
InControl” website, sign in
again and click on “Continue
Setup” to resume the set up
process.
The flashing did not start.
This may be because the
Optimised Roadside
Assistance button was held for
less than 10 seconds.
You should repeat the action,
following the instructions
provided and make sure that
the button slowly flashes
amber before releasing the
button.
The SOS Emergency Call
button light was not lit when
you checked the overhead
console.
This may be due to the fact
you have not used the vehicle
in the last 24 hours.
This may be due to an
InControl system or overhead
console fault or PDI not being
completed.
You should switch the engine
on and off and try again.
You should contact the retailer
for assistance.
The Optimised Roadside
Assistance button was held for
10 seconds but did not flash.
This may be due to an
InControl system or overhead
console fault.
You should contact the retailer
for assistance.
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2c. SELF SETUP OF INCONTROL SERVICES - ACTIVATE
How do I “ACTIVATE”?
Once the vehicle is successfully connected to the account, you will be asked to fill in the following
vehicle details.
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Vehicle nickname (alternative name for the vehicle of your choosing)
Registration number
You will also be given the option to turn on Journeys
The InControl services will then be activated and a system generated confirmation email will be sent to
you.
If my retailer has already registered me what do I do?
This is the scenario when the retailer has pre-registered you, connected your vehicle to the account
and where you have decided to complete the final step of activating the InControl services without the
assistance of the retailer.
You need to open the activation email sent by the retailer, click on the secure link. If the process is not
finalised after using the link provided, please contact your retailer to generate a new email invitation.
You will be asked to confirm the contact details. If any of the details are incorrect you can edit the
relevant fields. You will also be asked to select your security credentials. The InControl services will
then be activated and a system generated confirmation email will be sent to you.
I cannot access the link provided to me by my retailer?
If the link has already been used, you will be presented with an error message. You should contact the
retailer and ask them to resend the activation email.
How can I tell my vehicle has been activated in-car?
Next time you start the engine the lights on the SOS Emergency call and Optimised Roadside
Assistance buttons located in the overhead console of the vehicle will both be illuminated.
How can I access the InControl Remote smartphone app?
Once complete, you will be presented with the option on the “My Jaguar Land Rover InControl Website”
to download the InControl Remote Smartphone App by clicking on “Get it on the App store” or “Get it
on Google Play” button, which will direct you to the relevant app store. A system generated confirmation
email will containing these links will also be sent to you. These links are also available on the Jaguar
and Land Rover website.
You will use the same sign in details to access the “My InControl” website and the InControl Remote
Smartphone App.
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3. GETTING STARTED
How do I sign in?
You can also access the “My InControl” website via the links below, entering your account credentials
(email and password) and selecting the “Sign In” button.
Land Rover - incontrol.landrover.com
Jaguar - incontrol.jaguar.com
How do I “Get Started” directly after activating my vehicle?
Click “Home” to access the vehicle dashboard and account details or leave the account by signing out
or closing the web browser.
How do I reset my password?
If you have forgotten the password, you can request a new one from the sign in page by clicking on the
“Forgotten your password” link. An email address linked to the account has to be inputted before clicking
“Continue”. A system generated email containing a single-use link which can be used to set a new
password for the account, will be sent to you. After clicking on the link provided in the email, you will be
asked to enter a new password.
How do I sign in if I have forgotten my email address?
If you have forgotten the email address associated with the account you should call the retailer.
4. ACCOUNT MANAGEMENT
How do I access my account details?
Click on “My Account” tab at the top of the vehicle dashboard page.
How do I change contact details?
You can view and edit the contact details listed below by clicking on the “Contact Details” section.
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Title/First name/Surname
Contact Address
Phone number/Mobile number/Alternative number
Once the details are updated, you can click on “Save Changes” to save the changes.
How do I change my email address?
You can view and edit the email address by clicking on the “Email address” section and filling in the
following fields.
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New email
Repeat new email
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Once the details are updated, you can click on “Save Changes” to save the changes.
How do I change security details?
You can change their password and PIN by clicking on the “Security Details” section and filling in the
following fields.
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Current password
New password/PIN
Repeat new password/PIN
How do I change preferences?
You can view and edit the preferences listed below by clicking on the “Preferences” section.
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Language
Time zone
Date format
Units of measurement (Imperial, US Customary, metric)
You can change any of these preferences by clicking on the relevant drop down list available and
selecting the new option of your choice. Once the preferences are updated, you should click on “Save
Changes” to save the changes.
How do I remove my account?
Select the “Remove Account” section within “My Account” tab. Click on the “Remove Account” button.
A popup window will appear asking you to enter the password and confirm the decision by clicking on
the “Remove Account” button. You will be automatically signed out and redirected to the sign in page.
Please note that an account cannot be removed whilst it has vehicle(s) associated to it. You need to
make sure that all the vehicles are first removed from the account. You will not be able to sign into the
account and all your details will be deleted from the portal, including journeys history. You will have to
create a new account if you subscribe to any of the InControl services again .
Live Apps
What is the Live tab*?
The Live tab displays the apps available and enabled for your vehicle’s infotainment system.
It also allows you to invite friends or family to use the Live services in your vehicle.
*Available only for vehicles fitted with a Pro Services subscription.
5. VEHICLE SETTINGS
Where can I see the vehicles associated with my account?
Upon signing in to the “My InControl” website, you will be presented with the vehicle dashboard page
which is the homepage of the portal. This is where all the information related to the vehicle(s) can be
accessed from.
You can view the vehicles associated with your account at the left side of the vehicle dashboard menu
bar.
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If the vehicles do not all fit on the menu bar they will all be merged into a drop down list ordered in
alphabetical order.
To see information about a particular vehicle (journeys, services etc.) you will have to select its
nickname from the menu bar or drop down list. The vehicle dashboard will always display information
about the vehicle selected.
Note: If you have not selected a vehicle, the vehicle dashboard will display the first vehicle on the list
by default.
How do I edit my vehicle settings?
You can edit the vehicle details by clicking on “Vehicle Settings” in the vehicle menu bar on the right
side. You will be able to edit the nickname of the vehicle and the registration number and will have to
click on “Save” to save the change.
How do I add a vehicle?
You can add another vehicle to the account by clicking on the “Add Vehicle” tab at the top of the vehicle
dashboard page and follow the steps described. You can add up to 7 vehicles to your account.
How do I remove a vehicle?
Click on “Vehicle Settings” in the vehicle menu bar on the right side. Click on “Remove Vehicle”. A
popup window will appear asking you to confirm your decision.
The account will remain active even if no vehicle is connected to it.
Note: Ensure the vehicle is parked outside and has good mobile network coverage. The engine should
have been switched on at least once in the 12 hours prior to removal.
Note: Any remaining InControl subscription period will be available to the new owner .
How do I view the services linked to my vehicle?
The services linked to the vehicle are displayed on the right side of vehicle dashboard page e.g.
InControl Protect.
You can click on the “About This Service” link to view more information about a specific service.
How can I tell the subscription length of the vehicle?
The subscription expiry date is shown on the right side of vehicle dashboard page under the service
title.
What should I do if I sell my vehicle?
If you sell your vehicle, please remove it from your account by following the steps mentioned above.
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6. JOURNEYS
What is Journeys?
Journeys enable you to record, save and export journey information. Journey information can be
viewed, deleted or exported into excel for expenses purposes. Journeys functionality is available in the
InControl Remote Smartphone App and through the “My InControl” website and can be switched off, if
you prefer.
How do I enable or disable Journeys?
Click on “Vehicle Settings” on the dashboard page.
Switch the Journeys toggle to on if you want to enable Journeys or off if you want to disable it.
How do I view Journeys?
The last journey will be displayed on the left side of the vehicle dashboard page. If you have more than
one vehicle connected to the account, you can select the vehicle you would like to view from the vehicle
menu bar to see its last journey.
You can view all the journeys for the vehicle by clicking on the “View All Journeys” button on the vehicle
dashboard page.
You will be able to select another date interval by clicking on the calendar icon. You can also sort the
journeys by clicking on one of the column titles e.g. on Arrival Time, Duration or Distance.
You can see more information about a specific journey by clicking on the relevant journey row. This will
expand the row and the information will be displayed.
How do I export Journeys?
You can export your journeys by selecting the relevant journey row and clicking on the “Export Selected”
button.
Details of the selected journey(s) will be sent to the email address associated with your account in a
.csv (Comma Separated Values) format which can be opened in Microsoft Excel and other commonly
used spread sheet programs. A confirmation of this should appear on the screen.
How do I delete Journeys?
You can delete a specific journey by selecting the relevant journey row and clicking on the “Delete
Selected” button. A popup window will appear asking you to confirm your decision.
You can also delete the entire journey history by clicking on the check box on the header and click on
“Delete Selected”.
What Journeys information can I retrieve?
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Distance
Duration
Average speed
10
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Efficiency
Map
Destination (From/to)
Start time and end time
Is my location tracked in real time?
Vehicles cannot be actively tracked unless an SOS Emergency call or Optimised Assistance call is
made or triggered, in such event the vehicle's location will be sent automatically to the emergency
services and breakdown services. The previous Journeys made by the vehicle will only be visible to
you through the Remote Smartphone App and InControl website.
7. INCONTROL SECURE / SECURE TRACKER
What is InControl Secure/Secure Tracker?
InControl Secure is a seamless and secure stolen vehicle tracker which safeguards your vehicle more
than ever before, giving you greater peace of mind. If someone breaks into - or moves - your vehicle
illegally, InControl Secure keeps you one step ahead. You are alerted and the InControl Stolen Vehicle
Tracking Centre then assists in recovering your vehicle as soon as possible.
What is Transport Mode and how do I enable it?
This feature prevents automatic theft notifications from being sent by the Telematics Control Unit when
the vehicle is moved while the engine is off. It is therefore only available for customers that have an
active InControl Secure subscription.
Note: All other automatic theft notifications will remain active e.g. battery disconnected or window break.
You are responsible for enabling this mode when the vehicle is being transported (for example when
the vehicle is being towed or transported by train or ferry).
Once enabled, Transport Mode will be active for up to 72 hours only* and will be automatically disabled
when this time has elapsed. If the vehicle is being transported for more than 72 hours, you will have to
reactivate Transport Mode.
If the vehicle has been transported in less than the set time, you must disable Transport Mode in order
to be able to use the InControl Secure service. You can manually disable Transport Mode at any time.
Transport Mode can be enabled and disabled from the InControl Remote Smartphone App, the “My
InControl” website, or by calling the stolen vehicle tracking provider. Retailers are not able to enable
this mode.
What is Service Mode and how do I enable it?
This feature prevents automatic theft notifications from being generated when the telematics control
unit (TCU) detects a theft event and is only available for customers that have an active InControl Secure
subscription.
Note: Once Service Mode is enabled, all the automatic theft notifications will be deactivated.
You are responsible for enabling this feature when you send the car for service at a retailer.
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Once enabled, Service Mode will be active for up to 72 hours only* and will be automatically disabled
when this time has elapsed.
If the vehicle is being serviced for more than 72 hours, you will have to reactivate the mode.
If the vehicle has been serviced in less than the set time, you must disable Service Mode in order to be
able to use the InControl Secure service. You can manually disable Service Mode at any time.
Service Mode can be enabled and disabled from the InControl Remote Smartphone App, the “My
InControl” website, or by calling the stolen vehicle tracking provider. Retailers are not able to enable
this mode.
* Please note that Transport Mode and Service Mode can only be enabled for 10 hours from the Remote
Smartphone App at the moment.
What happens if my car is stolen?
If you have an active InControl Secure subscription you will be presented with a theft notification screen
when an automatic theft alert has been generated for one of the vehicles connected to your account.
You should immediately contact the stolen vehicle tracking provider. All the features of the “My
InControl” website will be automatically disabled for security purposes.
How do I access my insurance certificate?
InControl Secure is Thatcham accredited (CAT 6), a UK quality standard for stolen vehicle tracking
systems. The Thatcham security testing regime is considered to be one of the most rigorous in the
world and acts as a benchmark for crime prevention measures internationally.
Thatcham CAT 6 is recognised by major insurers and may allow you to get a premium discount.
You can view and print the certificate of Thatcham compliance by clicking on the “View Certificate” link
on the right side of the vehicle dashboard page.
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