In the off chance your Pulse device isn’t working as expected, we want to make sure troubleshooting your device is easy! You can troubleshoot your device in a few easy steps with these frequently asked questions, including what to do if the device isn’t sending a signal.
Why did my Pulse device lose signal?
The Pulse device accurately and securely counts the miles you drive using a cell modem. We may not receive a signal if your car is parked for a long period of time or if your car may be in an area with poor cellular reception. You may need to start your car and take a 5-minute drive to another area for your Pulse device to keep or regain its signal.
If we don’t receive a signal from your device, we will send an email to remind you to plug in or troubleshoot your device. If you’re still experiencing issues after following the instructions, contact us.
How do I troubleshoot my Pulse device?
With the following steps, it should only take a couple of minutes to figure out what’s going on.
If you have not driven your vehicle in the past two weeks or since you were first notified your Pulse device lost signal:
No worries. Your Pulse device is likely not connecting because you haven’t driven yet. All you need to do is let us know, so we can mark your device as idle, and we can set a grace period for your vehicle. Contact us through our Help Center.
If you have driven your vehicle in the past two weeks or since you were first notified your Pulse device lost signal:
The issue could be your Pulse device. To get your device up and running, use the troubleshooting tool on your Metromile app or through your Metromile dashboard.
Don’t have the Metromile app? Download the app from the app store on your iPhone or Android device.
What if I usually don’t drive my car for long periods of time?
With Metromile, you pay a low monthly base rate and a per-mile rate for any miles driven. For any days or months where you don’t drive, you won’t have a per-mile rate to pay. You’ll just pay your base rate. The base rate helps to keep your car covered.
You may need to occasionally start your car and take a 5-minute drive for your Pulse device to keep its signal. We don’t provide “car storage” insurance.
What if I troubleshoot my device and it still won’t reconnect?
After you plug in your Pulse device, we should start to receive a signal from your device. This means we can accurately calculate your mileage, and you can use some of the features and tools of the Metromile app, including monitoring your car’s health.
It can take up to 1 day for us to get a signal from your device. If it’s been more than 1 day, and you haven’t received an email or text letting you know we got a signal from your device, you can troubleshoot your device with these steps:
A red light generally means your device is working but may need a reset. First, unplug the device and wait 3-5 minutes. Plug it back in, and once the red light appears again, take a short 5-minute drive. We’ll send you an email within 1 day, letting you know we’ve gotten a signal. If you don’t hear from us by then, or if your red light doesn’t turn back on, please contact us.
If you don’t see the light or it isn’t red, make sure the device is plugged into your car’s onboard diagnostic port (OBD-II port) all the way. Once your device isn’t loose, you should see a red light. If you don’t see a red light, plug the device into a different car (it’s okay if it’s not yours) to look for a red light. If the red light turns on in the new car, the problem is likely your OBD-II port. We recommend checking the fuse or having a mechanic take a look. If you don’t see a red light in the second car, or if your mechanic says your OBD-II port is healthy, contact us.
What if I don’t fix a lost signal?
The Pulse device must be plugged into your car at all times so we can receive a signal and accurately calculate your mileage. If we don’t receive a signal, we will send an email to remind you to plug in or troubleshoot your device by the exact date and time we need to receive a signal.
A Metromile team member may also reach out to you for a photo of your odometer to help keep track of your miles. If we don’t receive a photo of your odometer within a certain period of time, we may cancel your account. However, if we determine your Pulse device isn’t working properly, we will send you a new device. You will have to plug in your new Pulse device within a certain time frame.
If you’re away from your car or won’t be driving for a long time, contact us, and we can set a grace period for you.
What is a grace period?
A grace period lets us know you’ll be away from your car and won’t be able to plug in or troubleshoot your device right away. During your grace period, you won’t be charged fees if we aren’t able to receive a signal from your Pulse device.