Troubleshoot Stellantis Integration issues with myKaarma

Use this guide to troubleshoot common Stellantis Mopar Service Gateway (MSG) issues in myKaarma, including pod connectivity/missing OEM Data, appointment availability, VIN scanning, or Issues Using wiTech Pods.

Before you start

• Confirm your dealership is enabled for the applicable Stellantis integration and Mobile Check-In workflow. If unsure, contact your dealer management and confirm an addendum has been signed and deployment has been completed.
• Confirm the pod received the required Stellantis configuration update before use. NOTE: This is a new VCI Setup file. Click Here for the instructions.
• For instructions on using the integration, see MSG Integration in Scheduler & Mobile Check-In.
   

The pod is not recognized in myKaarma or DTC/Mileage is missing 

1. Confirm the pod has been updated using the new VCI Setup/update Instructions. See Stellantis pod update instructions.
    
2. Confirm the vehicle is turned on or running.
    
3. Confirm the updated pod has been connected for at least 30–40 seconds to allow the data to populate.
    
4. Check whether LoJack is installed and may be interfering with the connection. If possible, try removing LoJack and see if the problem persists. If the problem remains or if it's not easy to remove LoJack, communicate it to our support team when you reach out using the step listed in the point below.
    
5. If the pod is still not recognized or information is missing, contact support@mykaarma.com or (562) 349-1367.
    
   When contacting Support, provide the dealership name, VIN, pod ID, approximate date and time of the issue, the fields that are missing, whether LoJack is installed, and whether other OEM information loaded. 
    

MSG shows no appointment slots when myKaarma has availability

1. Compare the same date, services, and transportation option in the myKaarma Scheduler on your website.
    
2. Select a different transportation option and check availability again.
    
3. Capture the date and time tested, transportation option, and screenshots showing the difference.
    
4. If the availability still does not match, contact support@mykaarma.com or (562) 349-1367.
    

The VIN scanner returns an incorrect VIN

1. Compare the scanned VIN with the physical VIN label before continuing.
    
2. Retry the scan using the barcode scanner. Use the control at the bottom of the scanning screen to switch from Optical Character Recognition to the barcode scanner.
    
3. If the VIN is incorrect, correct it manually before proceeding.
    

4. If the problem continues, capture a clear photo of the VIN label and the scanned value, then contact support@mykaarma.com or (562) 349-1367.
   
    

   

Want to use wiTech pods for advisors?

1. Contact the MDP/Stellantis Help Desk at 855-942-3847, select the Hardware option, and request the update needed to make the pod work with myKaarma.
    
2. If you're still facing issues, follow the troubleshooting steps above for "The pod is not recognized in myKaarma or DTC/Mileage is Missing". 
    

Contact Support

If the issue continues after completing the applicable checks above or if you experience any other issue, reach out to support at support@mykaarma.com or  (562) 349-1367. Include the dealership name, a description of the issue, the approximate date and time it occurred, relevant vehicle or pod identifiers, and screenshots when applicable.