*Disclaimer: the information in this article is intended for Metromile customers who received a specific notification to set up an upgraded Pulse. It is not intended for customers who are learning how to install their device for the first time or those who are replacing a malfunctioning one.
Welcome to your new, upgraded Pulse! If you’re here, then you’re one of a few Metromile customers who have been prompted to replace their old device with a brand new, upgraded Pulse. You may have questions about why you’re getting a new device, how to install it, or just looking for some extra guidance, and that’s why we’re here. Have a look at our detailed instructions below and some FAQs at the bottom of the page.
How to install your new Pulse
1. Check your cell signal.
It’s helpful to be in an area that has cell service from the start of this process, but if that’s not possible, make sure that you drive to an area that has service after Step 5.
2. Unplug your old device
When you locate your OBD-II port, remove your current device and make sure not to mix them up. If that happens, don’t worry, just give us a call and we’ll help you figure it out.
3. Plug in your new device
Insert the new Pulse into the OBD-II port. If necessary, gently push the Pulse in further or wiggle it into place to make sure it’s completely plugged in. You will see a red light appear when the Pulse is correctly installed.
4. Go for a drive
Hop in the car and drive for more than 5 minutes. This will help activate your new Pulse by sending us a signal.
5. Expect to hear from us
In the next 1-2 days, you should see your trip recorded in your Metromile dashboard or app. You’ll also get an email from us confirming we got the signal.
6. Recycle your old device
Help us do some good for the planet and recycle your old Pulse at a proper facility near you.
Why do I need to replace my device? What is this upgrade actually doing for me?
As is the case with most technology, sometimes the hardware can use an upgrade. Even if your current device appears to be working just fine, we know that if it doesn’t get replaced, you may have connectivity issues down the road. We’re asking you to replace your current device because it may no longer connect to our network in the near future.
What if I’m away from my vehicle and I need more time to replace my old device?
If you are away from your car and unable to install your Pulse in the time given, you may set a grace period. This means you’ll have extra time to install your new device. If you need to set a grace period, give us a call at 1.888.244.1702 8am-5pm PT Monday – Friday.
What if I didn’t get my device?
It should take about a week for your new Pulse to arrive at your mailing address, and you’ll receive an email from us around the time your new Pulse will arrive. If it’s been several days since you received that email and you still don’t have your new Pulse, then we may need to send you another one. Please call our Customer Service team at 1.888.244.1702 8am-5pm PT Monday – Friday.
What if I received multiple devices?
- If you have multiple vehicles that are insured with Metromile and you received multiple devices, you are being asked to replace your old devices with the ones that we sent you. On each new device there are stickers that have the year, make, model, and the last 4 digits of the VIN number to indicate which device belongs to which vehicle.
- If you have multiple vehicles that are insured with Metromile and you only receive one device—don’t worry. You may only need to replace one device. Just make sure you replace the right one by checking your emails from us.
- If you only have one vehicle that is insured with Metromile and you received multiple Pulse devices, then please hold on to them and give us a call at 1.888.244.1702 8am-5pm PT Monday – Friday.
Where can I find the OBD-II port?
Depending on your car, it could be in one of several locations:
I’m having trouble installing my new Pulse
We’ll walk you through the process. First, you should know that a properly installed Pulse has a red light on it, and your driving data will be reflected in your app or dashboard. If that’s not happening, please follow these steps:
- Make sure you’re in an area with cell service.
- Check to see that your Pulse is completely plugged into your vehicle. Try taking the Pulse out completely for a few minutes and reinserting it back into the port by gently pushing the Pulse in further or wiggling it into place.
- If you still can’t see a light or the light doesn’t appear red, have a mechanic look at your OBD-II port to see if it’s working properly.
- Once the red light appears on your Pulse, go for a drive (for longer than 5 minutes). After your trip, make sure you’re in an area that has cell service and check your app or dashboard to see if the trip details show up. (Note that this may take up to 48 hours to display.)
- At this point, you should get an email from us confirming that we got a signal from your new device. If you’re still experiencing issues, please reach out to our Customer Service team at 1.888.244.1702 8am-5pm PT Monday – Friday and request a new device.
I’m about to be charged penalty miles, but I need more time.
If you know you won’t be able to install your new device in time, give us a call and we’ll help you set a grace period. Call 1.888.244.1702 8am-5pm PT Monday – Friday and speak to a Customer Service representative.
Why am I getting penalty miles?
- As part of your contract with Metromile, your Pulse needs to be plugged into your car at all times in order for us to bill your actual miles driven. When we haven’t received a signal from your new device and your old device has been deactivated, we apply penalty miles to your account.
- Please note that if penalty miles are applied to your account during this process, those are the only miles that will be added to your account from this vehicle
Where do I recycle my Pulse? How do I find a recycling center?
Unlike other types of recycling you may be used to seeing (think: big blue bins) that hold your standard paper, aluminum, or glass, electronic devices have complicated parts and need to be recycled in separate facilities. Fortunately, they’re pretty easy to find. Just type in “recycling centers near me” in your search bar and find a place near you. You could even recycle your device at stores you’re more familiar with, like Best Buy or Staples.