10-00-89-009B

File in Section:
Bulletin No.:
Service Bulletin
Date:
00 - General Information
10-00-89-009B
July, 2013
INFORMATION
Subject:
Key Code Security Rules and Information on GM KeyCode Look-Up Application
(U.S. Only)
Models:
2014 and Prior GM Cars and Trucks
Attention: This bulletin should be read by all parties involved in KeyCode activity, including
dealer operator, partner security coordinator, sales, service and parts departments. A
copy of this bulletin must be printed and maintained in the parts department for use as
a reference.
This bulletin has been revised to add the 2013-2014 model years and update information
throughout the Frequently Asked Questions (FAQ) section. Please discard Corporate
Bulletin Number 10-00-89-009A.
GM KeyCode Look-Up Application
Please note that the KeyCode Access site is restricted.
Only authorized users are allowed to access the
application. Please see your Partner Security
Coordinator (PSC) for site authorized users. Key code
look-up currently goes back 14 previous model years
from the current model year.
Recent changes include:
When logging into the keycode look up application, all
users will be required to input a unique security ID. This
ID was provided to your dealership Partner Security
Coordinator (PSC). If you do not have a unique ID, you
should consult with your PSC or contact the
GlobalConnect help desk [email protected] or at
888-337-1010 prompts 1 then 2 for assistance.
Please remember that keycode information should be
treated with the utmost care and do not ever share your
ID with anyone. Ensure you use proper documentation
and be completely sure the person requesting the
keycode is the owner of the vehicle or acting agent with
proper credentials. Compromising keycode information,
misuse of the system or fraudulent activity WILL result
in suspension of use and in some cases civil or criminal
prosecution.
Important notes about security:
• Each user must maintain and protect their
password to minimize the potential for abuse of
the system within the dealership. Thus, authorized
users should never share their password with
others.
• Processes must be in place for dealership
management to review the dealership's key code
activity regularly through the KeyCode Review
function available in GM GlobalConnect.
Copyright 2013 General Motors LLC. All Rights Reserved.
•
The Partner Security Coordinator (PSC) must
have processes in place to respond to changes
within the dealership. Upon termination, an
individual's access must be turned off immediately
and access should be re-evaluated upon any
position changes within the dealership.
• If you think your password or ID security has been
breached, contact your dealership Partner
Security Coordinator for a new ID.
• Contact GM Security via the Awareline at
1-800-244-3460 if you suspect your ID has been
used by any other user.
Each user will be required to accept the following
agreement each time the KeyCode application is used.
Key Code User Agreement
• Key codes are proprietary information belonging
to General Motors Corporation and to the vehicle
owner. The access to the GM KeyCode Look-Up
Application is a privilege intended for GM
dealerships to have the ability to service their local
retail customers - Use of the system is not
intended to provide keycodes for local auto
auctions or repossession companies except on an
emergency basis only - misuse of the information
for these purposes could result in the suspension
of individual or entire dealership keycode access
and/or criminal or civil prosecution.
• Unauthorized access to, or use of, key code
information is unlawful and may subject the user
to criminal and civil penalties, and will result in key
code look up privileges being suspended.
• This information must be treated as strictly
confidential and must not be disclosed to anyone
unless authorized.
Page 2
July, 2013
I will ensure that the following information is obtained
prior to releasing any key code information:
1. Valid picture ID.
2. Vehicle registration to verify owner name and VIN.
Important: The user must select I AGREE or I DO
NOT AGREE on screen.
• GM takes this agreement seriously. Each user
must be certain of vehicle ownership and input
their unique security ID before clicking on the
"I agree" button.
• When the ownership of the vehicle is in doubt,
dealership personnel should not provide the
information.
• Key code requests must never be received via a
fax or the internet and codes must never be
provided in this manner. A face to face contact
with the owner of the vehicle is the expected
manner that dealers will use to release a key code
or as otherwise stipulated in this bulletin or other
materials.
• Every key code look up request or inquiry is
retained indefinitely, in the electronic data base for
GM review and dealership audit purposes.
• GM will review key code look up on a monthly
basis for compliance.
• Do not put yourself, or your dealership in the
position of needing to "explain" a key code look up
to either General Motors or law enforcement
officials.
• Create a physical file to document all key code
look up transactions. This file must be retained by
each dealership for a minimum of two years.
• Dealership Partner Security Coordinator and/or
assigned management has the ability to review all
key code look up transactions.
Frequently Asked Questions (FAQs)
FAQs are located in the key code help section of key
code look up. The FAQ section must be printed and
located near the parts department should there be
questions. FAQs included the following information.
How do I comply with the Senate
Bill 1542 (California Migden Law)
effective January 1, 2008? (U.S.
Dealers Only)
General Motors has applied the Migden Law (Bill 1542)
across all 50 US states. This law requires the
manufacturer of a motor vehicle sold or leased on or
after January 1, 2008, with a model-year of 2008 or
later, except as specified, to provide a means whereby
the registered owner of that motor vehicle or a family
member, through a registered locksmith, can access
information, and only that information, that is necessary
to permit the reproduction of a key or other functionally
similar device, by a registered locksmith, that will allow
the registered vehicle’s owner or family member to
Bulletin No.: 10-00-89-009B
enter, start and operate the vehicle. NOTE: Under this
law, GM dealerships are not required to provide key
code information directly to locksmiths. Rather, GM as
the manufacturer must provide the data. GM has
worked closely with the National Automotive Service
Task Force to provide a mechanism for locksmiths to
obtain the data required under the law. Any locksmith
seeking key codes should be referred to the NASTF
website at www.NASTF.org for access to key codes.
Where are key codes located?
General Motors provides access to key codes through
three sources when a vehicle is delivered to a dealer.
Vehicle key codes are located on the original vehicle
invoice to the dealership. There is a small white bar
coded tag sent with most new vehicles that also has the
key code printed on it. Dealerships should make a
practice of comparing the tag's key code numbers to
the key code listed on the invoice. Any discrepancy
should be reported to the DBC immediately .
Remember to remove the key tag prior to showing
vehicles to potential customers. The third source for
key codes is through the GM KeyCode Look-Up
application in GM GlobalConnect . Key code look up
currently goes back 14 previous model years from the
current model year (17 years in Canada).
When a vehicle is received by the dealership, care
should be taken to safeguard the original vehicle
invoice and key code tag provided with the vehicle.
Potential customers should not have access to the
invoice or this key code tag prior to the sale being
completed. After a sale has been completed, the key
code information belongs to the customer and General
Motors.
How do I document a key code request
for a dealer-owned vehicle?
The dealership name should be in the "Customer
Name" field. "Stock Unit" should be entered in the
"Plate Number" field. The dealership location should be
used in the "State/Province Registered In" field.
Dealership management, specified by the dealer
operator, should authorize any internal key code
requests. Any clarifying explanation should be entered
into the comments field.
How do I request a key code for
customer-owned vehicle that is not
registered?
Scrapped, salvaged or stored vehicles that do not have
a current registration should still have the ownership
verified by requesting the vehicle title, current
insurance policy and/or current lien holder information
from the customers financing source. If you cannot
determine if the customer is the owner of the vehicle,
do not provide the key code information. In these
cases, a short description of the vehicle (scrapped,
salvaged, etc.) should be entered in the "Plate Number"
field and the dealership location should be used in the
"State Registered In" field. Any clarifying explanation
should be entered into the comments field.
Bulletin No.: 10-00-89-009B
July, 2013
How do I document a key code request
for a vehicle that is being repossessed?
The repossessor must document ownership of the
vehicle by providing a court ordered repossession order
and lien-holder documents prior to providing key code
information. Copies of the repossessors driver's license
and a business card should be retained by the
dealership for documentation. Any clarifying
explanation should be entered into the comments field.
What if I cannot obtain the "plate
number" for the vehicle?
Every effort should be made to obtain complete
information for each request. Dealership management
must be involved in any request without complete
information. Place the name of the dealership manager
approving the request in the "Plate Number" field. Any
clarifying explanation should be entered into the
comments field. Other forms of documentation include
vehicle title, insurance policy, and or current lien
information from the customers financing source. If you
cannot determine if the customer is the owner of the
vehicle, do not provide the key code information.
What do I do if the registration
information is locked in the vehicle?
Every effort should be made to obtain complete
information for each request. Each dealership will have
to decide on a case by case basis if enough information
is available to verify the customer's ownership of the
vehicle. Other forms of documentation include vehicle
title, insurance policy, and or current lien information
from the customers financing source. Dealership
management must be involved in any request without
complete information. Place the name of the dealership
manager approving the request in the "Plate Number"
field. Any clarifying explanation should be entered into
the comments field. If you cannot determine if the
customer is the owner of the vehicle, do not provide the
key code information.
Can I get a print out of the information
on the screen?
It is important to note that the key code look-up search
results contain sensitive and/or proprietary information.
For this reason, GM recommends against printing it. If
the search results must be printed, store and/or dispose
of the printed copy properly to minimize the risk of
improper or illegal use.
Who in the dealership has access to the
key code application?
Dealership Partner Security Coordinator will determine,
and control, who is authorized to access the key code
look up application. However, we anticipate that
dealership parts and service management will be the
primary users of the application. The key code look up
application automatically tracks each user activity
session. Information tracked by the system
includes: User name, user ID, all other entered data
and the date/time of access.
Page 3
Do I have to go through the key code
orientation each time I need to get a
key code?
The key code orientation session is required for all "first
time users" on the key code look up application.
Returning users who have completed the orientation
session on the application will only have to accept the
key code user agreement for each request.
What if I input the VIN incorrectly?
If an incorrect VIN is entered into the system (meaning
that the system does not recognize the VIN or that the
VIN has been entered incorrectly) the system will return
an error message highlighting the incorrect information.
If I am an authorized user for the key
code audit application, can I access the
application from home?
If you are authorized user for the application, you will
be able to access it as you can other GlobalConnect
applications.
How will users be trained on the new
applications?
The "Help" button on the application provides access to
the frequently asked questions (FAQs), security
guidelines, system usage agreement and key code
orientation. Additionally, the application features a
"mouse-over" function that provides users with
instructions for completing each required/optional data
field.
Who in the dealership has access to the
key code review application?
Access to the key code audit application will be
determined, and controlled, by the Partner Security
Coordinator in the dealership. The key code audit
function will only allow the authorized user to view
VINs, user name, date and time of requests by your
dealership.
What if I suspect key code misuse?
Your dealership should communicate the proper
procedures for requesting key codes. Any suspicious
activity either within the dealership or externally should
be reported to GM via the GM Security tip line. The
Awareline toll free number in the US and Canada is
1-800-244-3460, the number for Mexico is
011-800-244-7434.
Whose key codes can I access through
the system?
At this time, the following U.S. and Canadian vehicle
codes are available through the system: Chevrolet,
Cadillac, Buick, Pontiac, GMC, HUMMER (H2 and H3
only), Oldsmobile and Saturn for the current model year
and the 14 previous model years.
Page 4
July, 2013
What should I do if I enter a valid VIN
and the system does not produce any
key code information?
Occasionally, the key code look up application may not
produce a key code for a valid VIN. This may be the
result of new vehicle information not yet available. In
addition, older vehicle information may no longer be
available and occasionally some vehicle keycodes are
inadvertently missed or otherwise not available. If you
do not receive a key code returned for valid VIN,
current model year or 14 previous model years back,
you can contact the GlobalConnect Help Desk at
[email protected] or 1-888-337-1010. The help
desk will escalate your request to the ekc help team
and they will contact you back with information/
instructions. Please do not contact the GlobalConnect
Help Desk for future updates on your case.
How do I document a key code request
for an Engineering Analysis Associate
(EAA) investigator?
The EAA investigator must provide a letter on GM
letterhead stating the customer’s name, VIN, product
allegation resolution (PAR) case number and
investigator's name. The investigation should be
verified by contacting the GM Business Resource
Groups PAR Staff during normal business hours
(M-F 8:00 - 5:00 EST at 1-800-231-1841/prompts #3,
#1, #4). A copy of this letter, business card and driver's
license of the investigator should be retained by the
dealership for documentation.
How do I access key codes if the key
code look-up system is down?
If the key code look up system is temporarily
unavailable you can contact the original selling dealer
who may have it on file. If the customer is dealing with
an emergency lock-out situation you need to have the
customer contact Roadside Assistance or OnStar ®, if
subscribed. Roadside Assistance no longer provides
key codes to dealers and uses the same keycode look
up system dealerships do so it is possible they will not
have access either. If keycode system is not available
and the original selling dealer does not have the
keycodes, then other measures will have to be taken to
help the customer depending on the nature of the need.
What should I do if the key code from
the look-up system does not work on
the vehicle?
On occasion, a dealer may encounter a key code that
will not work on the vehicle in question. In cases where
the key code won’t work, you will need to verify with the
manufacturer of the cutting equipment that the key has
been cut correctly. If the key has been cut correctly, you
may be able to verify the proper key code was given
through the original selling dealer. When unable to
Bulletin No.: 10-00-89-009B
verify the key code through the original selling dealer,
GM GlobalConnect Help Desk may be contacted. If
there is an original vehicle invoice available, they may
be able to provide you with the keycodes the vehicle
was originally built with.
If the key has been cut correctly and the code given
does not work, the lock cylinder may have been
changed. In these situations, following the proper SI
document for recoding a key or replacing the lock
cylinder may be necessary.
How do I document a key code request
for an ESIS Investigator?
The ESIS investigator must provide a letter on ESIS
GM Central Claims Unit letterhead stating the
customer’s name, VIN, claim number and investigator's
name. The investigation should be verified by
contacting the ESIS/GM Claims Unit during normal
business hours (M-F 8:00 - 5:00 EST at
1-800-888-0164). A copy of this letter, business card
and driver's license of the investigator should be
retained by the dealership for documentation.
How long do I have to keep key code
records?
Dealership key code documentation must be retained
for a minimum of two years.
Can I get a key code changed in the
look up system?
Yes, please email the VIN and New keycodes to the
ekc helpdesk along with your name and BAC
([email protected]). They will update the
keycodes in the look up system for future reference.
Whose name do I put in the
"Customer’s Name" field of key code
look-up?
Whenever a key code is requested, the actual person
(not the company name) you are giving the key code
information to must be put in this field. This would be
the same person for which you have verified
identification. Detailed comments should be included in
the comments section and file if necessary.
What information do I need before I can
provide a driver of a company fleet
vehicle keys or key code information?
The dealership should have a copy of the individual’s
driver's license, proof of employment and registration. If
there is any question as to the customer’s employment
by the fleet company, the dealer should attempt to
contact the fleet company for verification. If there is not
enough information to determine ownership and
employment, this information should not be provided.
Bulletin No.: 10-00-89-009B
July, 2013
Page 5
How do I document a request from an
independent repair facility for a key
code or key?
The independent must provide a copy of their driver’s
license, proof of employment and signed copy of the
repair order for that repair facility. The repair order must
include customer’s name, address, VIN, city, state and
license plate number. Copies of this information must
be included in your dealer key code file.
GM bulletins are intended for use by professional technicians, NOT a "do-it-yourselfer". They are written to inform these
technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper
service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions, and know-how to do a
job properly and safely. If a condition is described, DO NOT assume that the bulletin applies to your vehicle, or that your
vehicle will have that condition. See your GM dealer for information on whether your vehicle may benefit from the
information.
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