Dealer Packet

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
January 31, 2024
December 21, 2023
November 21, 2023
October 12, 2023
August 29, 2022
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TOPIC
Updated Current Phase Timing and Vehicle Eligibility Chart
Phase 5 vehicles added (approx. 142,000 vehicles)
July - October production NAP and CBU vehicles
Grand Highlander vehicles produced from June 2023 – July 2023 (approx. 6,000
vehicles)
Phase 4 vehicles added (approx. 132,000 vehicles)
Additional Phase 2 NAP vehicles added (approx. 8,000 vehicles)
Phase 3 vehicles added (approx. 60,000 vehicles)
Sienna vehicles produced from October 2022 – February 2023 added
Crown vehicles produced from Mid-January 2023 – February 2023 added
Phase 2 vehicles added (approx. 150,000 vehicles)
Sienna vehicles produced from October 2022 – December 2022 were originally
intended to be included with Phase 2 but are currently delayed until Phase 3
(estimated launch October 2023)
The most recent update in the attached Dealer Letter will be highlighted with a red box.
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding
this subject.
Thank you for your cooperation.
© 2023 Toyota Motor Sales, USA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: June 15, 2023
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
SECOND KEY DELIVERY PROGRAM 23TJ01
Multiple Models and Model Years
Second Key Delivery Program
Model / Years
Production Period
2022 - 2023 Mirai
2023 RAV4 / RAV4 HV (CBU)
2022 Prius
2022 Prius Prime
2023 4Runner
2022 C-HR
2023 Camry
2022 2023 RAV4 / RAV HV
2022 – 2023 Highlander /
Highlander HV
2023 - 2024 RAV4 Prime
2023 - 2024 bZ4X
2023 - 2024 Venza HV
2023 - 2024 Prius
2023 – 2024 Prius Prime
2022 – 2024 Tundra / Tundra HV
2023 - 2024 Sequoia
2023 - 2024 Crown
2023 – 2024 Sienna HV
2024 Grand Highlander
Early November 2022 – Mid January 2023
Late October 2022 – Early January 2023
Late October 2022 – Early December 2022
Late October 2022 – Late November 2022
Early November 2022 – Late December 2022
Early November 2022 – Late December 2022
Early October 2022 – Early January 2023
Early October 2022 – Early January 2023
Early October 2022 – Early January 2023
Approximate Total
Vehicles
810
12,860
4,320
2,370
16,940
340
30,250
51,150
48,600
Early November 2022 – Late October 2023
Early November 2022 – Late October 2023
Late October 2022 – Late October 2023
Late December 2022 – Late October 2023
Mid-March 2023 – Late October 2023
Mid-October 2022 – Late October 2023
Mid-October 2022 – Late October 2023
Mid-January 2023 – Late October 2023
Mid-October 2022 – Late October 2023
Late June 2023 – Late July 2023
24,800
10,400
30,900
27,000
6,000
122,500
20,200
22,900
70,500
6,050
Reason for Program
The subject vehicles were delivered with only one (1) Smart Key on select models since October 2022 due to
a global semiconductor shortage impacting certain microchips. The affected vehicles were delivered with one
(1) Smart Key and a second mechanical key.
© 2023 Toyota Motor Sales, USA
Second Key Delivery Program 23TJ01 - D - Page |2
Program Details
Any authorized Toyota dealer will duplicate and provide the owner with one (1) additional Smart Key FREE OF
CHARGE. Toyota has sufficient parts to begin a phased implementation of the remedy. Refer to the table in
the attached FAQ to determine the remedy status and dates that Toyota estimates the remedy will become
available for each model.
Second Key Program Phase Interpretation
This program will be launched in phases due to parts availability. Only vehicles in the currently launched
phase(s) will be searchable on TIS. If a customer contacts your dealer about status of the program on their
vehicle and it is not applicable to this program on TIS/SLP, use the table in the attached FAQ to further assist
the customer on coverage and timing of launch for their phase.
Covered Vehicles
There are approximately 536,000 vehicles covered by this Second Key Delivery Program at this time.
Approximately 3,900 vehicles covered by this Second Key Delivery Program were distributed to Puerto Rico.
Owner Letter Mailing Date
A sample of the owner notification letter has been included for your reference.
Phase 1 Customer Mailing
Phase 2 Customer Mailing
Phase 3 Customer Mailing
Phase 4 Customer Mailing
Phase 5 Customer Mailing
July 2023
September 2023
October 2023
December 2023
February 2024
Toyota makes significant effort to obtain current customer name and address information from each state
through industry resources when mailing owner letters. In the event your dealership receives a notice for a
vehicle that was sold prior to the Second Key Delivery Program announcement, it is the dealership’s
responsibility to forward the owner letter to the customer who purchased the vehicle.
Please note that only owners of the covered vehicles will be notified. If you are contacted by an owner who
has not yet received a notification, please verify eligibility by confirming through TIS prior to providing a
second key to any guest. Dealers should program the second key as outlined in the Technical Instructions
found on TIS.
Dealer Inventory Procedures
New and Used Vehicles (not certified) in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction, Toyota requests that dealers deliver the second key under this Second Key
Delivery Program on any new or used vehicles currently in dealer inventory that are covered by this phase of
the Second Key Delivery Program prior to customer delivery.
However, if the second key is not immediately available for delivery at the time of sale, delivery of a covered
vehicle is acceptable, provided that the guest is clearly informed that they will only be receiving one key at
the time of delivery until the second key is available.
© 2023 Toyota Motor Sales, USA
Second Key Delivery Program 23TJ01 - D - Page |3
Toyota expects dealers to use the attached Customer Contact and Vehicle Disclosure Form to obtain vehicle
buyer information. Dealers are expected to provide a copy of the completed form, along with the most current
FAQ, to the vehicle buyer. Toyota and the dealer may use this information to contact the customer when the
second key is available.
Keep the completed form on file at the dealership and send a copy to [email protected]. In the
subject line of the email state “Disclosure Form 23TJ01” and include the VIN.
Toyota Certified Used Vehicle (TCUV)
For a vehicle that is covered by this phase of the Second Key Delivery Program to be sold as a Toyota Certified
used Vehicle (TCUV), the Second Key Delivery Program will need to be completed prior to delivery to the
customer. Please note: the second keys are available as of the date of this notice for the vehicles that are
covered in this phase of the program, so please check your inventory for any of the above-referenced models,
and if applicable, immediately order the second key through TIS so it will be available at the time of sale.
Customer Handling, Parts Ordering, and Remedy Procedures
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter
and/or the Second Key Delivery Program. Please welcome them to your dealership and answer any questions
that they may have. A Q&A is provided to assure a consistent message is communicated.
Customers with additional questions or concerns are asked to please contact the Toyota Brand Engagement
Center (1-888-270-9371) - Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central
Time.
Media Contacts
It is imperative that all media contacts (local and national) receive a consistent message. In this regard, all
media contacts must be directed to Joshua Burns (469) 292-6449 in Toyota Corporate Communications.
Please do not provide this number to customers. Please provide this contact only to media.
Parts Ordering Process - Non SET and GST Parts Ordering Process
It is possible that parts for this Second Key Delivery Program are either required to be ordered in Campaign
Part Order Request (CPOR) on Service Lane, or have been placed on Manual Allocation Control (MAC) due to
potential limited part availability. Please check the CPOR/MAC report on Dealer Daily for the most up-to-date
parts ordering information. Dealers can identify which parts ordering method to use by reviewing the parts
information section of Dealer Daily and checking for a MAC code on the part numbers below. For MAC code
C, order through CPOR. For MAC code D, refer to the MAC report for further instructions.
Part Number
04002-*****
Description
TRANSMITTER SUBASSY, ELECTRICAL KEY
Refer to CPOR to determine the specific part number required for each VIN.
© 2023 Toyota Motor Sales, USA
Quantity
1
Second Key Delivery Program 23TJ01 - D - Page |4
Technician Training Requirements
Appropriate handling and delivery of the second key for covered vehicles is extremely important to Toyota.
All dealership technicians performing this key programming and delivery activity are required to successfully
complete the most current version of the E-Learning course “Safety Recall and Service Campaign Essentials”.
To ensure that all vehicles have the activity performed correctly; technicians performing this activity are
required to currently have completed all of the following courses:
•
TIC206a Electrical Repair 1
Always check which technicians can perform the activity by logging on to https://www.uotdealerreports.com.
It is the dealership’s responsibility to select technicians with the above certification level or greater to perform
this activity. Carefully review your resources, the technician skill level, and ability before assigning technicians
to this activity. It is important to consider technician days off and vacation schedules to ensure there are
properly trained technicians available to perform this activity at all times.
Remedy Procedures
Refer to TIS for Technical Instructions on this activity. Conduct all non-completed Safety Recalls and Service
Campaigns on the vehicle during the time of appointment.
Repair Quality Confirmation
The repair and service quality of covered vehicles is extremely important to Toyota. To help ensure that all
vehicles have the activity performed correctly, please designate at least one associate (someone other than
the individual who performed the repair) to verify the activity for every vehicle prior to customer delivery.
© 2023 Toyota Motor Sales, USA
Second Key Delivery Program 23TJ01 - D - Page |5
Reimbursement Procedures
Reimbursement Procedure
Verify Vehicle Eligibility
1. Confirm vehicle VIN matches RO
2. Check Vehicle Inquiry System for
program eligibility
Not Covered
No further action required
Covered
Vehicle Immobilizer System New Key
Registration
Wireless Door Lock Control System New
Key Registration
Program completed, return vehicle to the
customer
Op Code
23TJ01R1
•
Description
Provide Customer with Second Key
Flat Rate Hours
0.4
The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Second Key Delivery Program. This claim filing
information is used by Toyota for various government reporting activities; therefore, claim filing accuracy is
crucial. If it has been identified that a claim has been filed using an incorrect Op Code or a claim has been
filed for an incorrect VIN, refer to Warranty Procedure Bulletin PRO17-03 to correct the claim.
© 2023 Toyota Motor Sales, USA
Second Key Delivery Program 23TJ01 - D - Page |6
Campaign Designation / Phase Decoder
23TJ01
23
T
J
01
Year Campaign
is Launched
Vehicle Make
Field Action Category and Phase
Field Action Sequence
19 = 2019
20 = 2020
21 = 2021
22 = 2022
23 = 2023
Etc...
T = Toyota
L = Lexus
A = Safety Recall Remedy
B = Safety Recall Interim
C = Special Service Campaign
D = Limited Service Campaign
E = Customer Support Program
F = Emissions Recall
(May use other characters in unique cases)
01 = 1 st Field Action of the year
02 = 2 nd Field Action of the year
03 = 3 rd Field Action of the year
(The sequence is unique for each Field
Action category)
(May use other characters in unique
cases)
Examples:
19TA01 = Launched in 2019, Toyota, Safety Recall Remedy Phase, 1st Safety Recall Launched in 2019
20TC02 = Launched in 2020, Special Service Campaign, 2nd Special Service Campaign Launched in 2020
21TE05 = Launched in 2021, Customer Support Program, 5th Customer Support Program Launched in 2021
© 2023 Toyota Motor Sales, USA
SECOND KEY DELIVERY PROGRAM 23TJ01
Multiple Models and Model Years
Second Key Delivery Program
Frequently Asked Questions
Original Publication Date: December 21, 2023
Q1:
A1:
What is the reason for the program?
The subject vehicles were delivered with only one (1) Smart Key on select models since October 2022
due to a global semiconductor shortage impacting certain microchips. The affected vehicles were
delivered with one (1) Smart Key and a second mechanical key.
*The Smart Key shown above is an example and may be a different design depending on the model of
vehicle.
Q2:
A2:
What is Toyota going to do?
Any authorized Toyota dealer will duplicate and provide the owner with one (1) additional Smart Key
FREE OF CHARGE. Toyota has sufficient parts to begin a phased implementation of the remedy.
Q2a:
A2a:
How can I determine if a vehicle is eligible for the Second Key Delivery Program?
Vehicles involved in the Second Key Delivery Program will appear during a TIS/SLP VIN lookup
if they are involved in a phase for which the remedy is available. You can use the chart at the
end of this FAQ to determine which phase a vehicle is involved in and for which phases the
remedy is available.
FAQ Page 1 of 4
© 2023 Toyota Motor Sales, USA
Q3:
A3:
Which and how many vehicles are covered by this program?
There are approximately 536,000 vehicles covered by this Second Key Delivery Program.
Model / Years
Production Period
2022 - 2023 Mirai
2023 RAV4 / RAV4 HV (CBU)
2022 Prius
2022 Prius Prime
2023 4Runner
2022 C-HR
2023 Camry
2022 2023 RAV4 / RAV HV
2022 – 2023 Highlander /
Highlander HV
2023 - 2024 RAV4 Prime
2023 - 2024 bZ4X
2023 - 2024 Venza HV
2023 - 2024 Prius
2023 – 2024 Prius Prime
2022 – 2024 Tundra / Tundra HV
2023 - 2024 Sequoia
2023 - 2024 Crown
2023 – 2024 Sienna HV
2024 Grand Highlander
Early November 2022 – Mid January 2023
Late October 2022 – Early January 2023
Late October 2022 – Early December 2022
Late October 2022 – Late November 2022
Early November 2022 – Late December 2022
Early November 2022 – Late December 2022
Early October 2022 – Early January 2023
Early October 2022 – Early January 2023
Early October 2022 – Early January 2023
Approximate Total
Vehicles
810
12,860
4,320
2,370
16,940
340
30,250
51,150
48,600
Early November 2022 – Late October 2023
Early November 2022 – Late October 2023
Late October 2022 – Late October 2023
Late December 2022 – Late October 2023
Mid-March 2023 – Late October 2023
Mid-October 2022 – Late October 2023
Mid-October 2022 – Late October 2023
Mid-January 2023 – Late October 2023
Mid-October 2022 – Late October 2023
Late June 2023 – Late July 2023
24,800
10,400
30,900
27,000
6,000
122,500
20,200
22,900
70,500
6,050
Q3a:
A3a:
Are there any other Lexus/Toyota/Scion vehicles covered by this program in the U.S.?
Yes, there are certain 2022-2024 Lexus GX, IS, LC, LS, LX, NX, RC-F, RX, UX, RZ and ES vehicles
covered under this program.
Q4:
A4:
How long will pairing the key take?
It will take 45 minutes to pair the key to the vehicle. However, depending upon the dealer’s work
schedule, it may be necessary to make the vehicle available for a longer period of time.
Q5:
Do customers need to bring anything with them to their appointment to receive their second Smart
Key?
Yes. Customers will need to bring the vehicle and original Smart Key equipped with their vehicle to
their appointment. The original key will be used to program the new Smart Key to the vehicle.
A5:
Q6:
A6:
Why does this only apply to certain vehicle models?
Some vehicles have a different Smart Key that is not being impacted at this time.
Q7:
A7:
Which models are currently being produced with only one (1) Smart Key?
Rav4 Prime, bZ4X, Venza, Prius, Prius Prime, Crown, Sienna, Tundra, Sequoia and Grand Highlander.
FAQ Page 2 of 4
© 2023 Toyota Motor Sales, USA
Q8:
A8:
What is the difference between a Type #2 (15CY) and Type #3/#4 (19CY) Smart Key?
The Type #2 (15CY) and Type #3/Type #4 (19CY) Smart Keys have a different design and use different
semiconductors. The models that use these different types of Smart Keys are explained in the chart
below. Due to differences in the supply of the semiconductors used, the timeline for each type is
different.
Q9:
A9:
How long will the shortage last?
We continue to work diligently to minimize the impact to our customers. At this time, we estimate that
all models will return to production with two (2) Smart Keys in April 2024.
Q10:
A10:
How will Toyota notify customers when their second Smart Key is available?
We plan to notify affected customers by first class mail when second keys are available and ask
customers to return to a Toyota dealer with their vehicle and original Smart Key so dealers can program
a new second key and provide it to the customer. The mailing will also occur in phases, and the timing
will be approximately one week after the announcement of each phase.
Q11:
A11:
Is the second Smart Key delivery part of Toyota’s New Vehicle Limited Warranty?
No. The second key delivery is not considered part of Toyota’s New Vehicle Limited Warranty. This is
simply the delivery of the second Smart Key included in the purchase of the vehicle, but which was
unavailable at the time of the vehicle delivery due to the ongoing chip shortage situation.
Q12:
A customer recently had a new Smart Key registered to their vehicle and now there is a message on
the Multi-Information Display (MID) about a new key being registered. Is this normal?
Yes. Depending on the model, a message may display for up to 10 days and is intended to provide the
owner a notice that a new key has been registered. This message is displayed to inform the owner that
a new key has been registered and help prevent the vehicle from being stolen if the registration was
unauthorized. Refer to the Repair Manual or Owner’s Manual for more information.
A12:
Q13:
A13:
What if a customer has lost their original key or has an urgent need for a second key, but is not yet
eligible for the program because they are involved in a later phase?
If a customer has lost their only Smart Key or has an urgent need for a second key, please provide them
with a second key as a goodwill gesture if they are involved in a later phase. For other extenuating
circumstances, please have the customer contact the Toyota Brand Engagement Center for further
assistance.
Q14:
A14:
How does Toyota obtain my mailing information?
Toyota uses an industry provider who works with each state’s Department of Motor Vehicles (DMV) to
receive registration or title information, based upon the DMV records. Please make sure your
registration or title information is correct.
Q15:
A15:
What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Brand Engagement Center at
1-888-270-9371 Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern
Time.
FAQ Page 3 of 4
© 2023 Toyota Motor Sales, USA
Current Phase Timing and Vehicle Eligibility (Updated: 01/31/2024)
The table below describes the phases currently planned for the
Second Key Delivery Program and the estimated timing of
announcement. This table will be updated during each phase
launch and as more details become available.
Dealers can identify which models were produced with one (1)
Smart Key and which phase a vehicle belongs to using the chart
below.
Example: Customer has a 4Runner produced in December 2022.
Confirm the production date of the vehicle against the Start and
End Production Dates in the table below to confirm if the vehicle
was produced with one (1) Smart Key. If so, check the color of the
box corresponding to the model and production month in the
table below, and compare to the Phase summary table to the
left. The box for 4Runner produced in December has a dark
green color which means it is part of Phase 1, which is currently
estimated to be announced in June 2023.
FAQ Page 4 of 4
© 2023 Toyota Motor Sales, USA
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
CUSTOMER CONTACT & VEHICLE DISCLOSURE FORM
This form is not applicable for TCUV units.
This vehicle is involved in a Second Key Delivery Program. At this time, parts are not available and the second key has NOT been
provided. I understand that the vehicle will need to be returned to an authorized Toyota dealer to have the second key delivered
at NO CHARGE when the part is available.
Customer Signature
Toyota recommends that you register with the Toyota Owners Community at http://www.toyota.com/owners/ and regularly
check recall applicability using www.toyota.com/recall or www.safercar.gov. You will need to input your 17-digit Vehicle
Identification Number (VIN).
VIN
Program Code
Model
Model Year
Customer Information
Customer Name
Customer Email
Customer Address
Home Phone #
Mobile Phone #
Date
Please provide this information so that Toyota or your dealer can notify you when the key becomes available. This
information will only be used for program communications. If you’d like to update your preferred contact information
in the future, visit www.toyota.com/ownersupdate or contact us at 1-888-270-9371.
Dealer Information
Dealer Name/Address
Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature
© 2022 Toyota Motor Sales, USA
•• PROTECTED 関係者外秘
TOYOTA
Multiple Models and Model Years
23TJ01
Second Key Delivery Program
[VIN]
Dear Toyota Customer:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As a result of a global semiconductor
shortage, your vehicle was delivered with only one (1) Smart Key, instead of two. As supply of Smart Keys improves, Toyota is
announcing a Second Key Delivery Program, which includes your vehicle.
You received this notice because our records, which are based primarily on state registration and title data, indicate that you
are the current owner.
What is the reason for the program?
The subject vehicles were delivered with only one (1) Smart Key on select models since October 2022 due to a global
semiconductor shortage impacting certain microchips. The affected vehicles were delivered with one (1) Smart Key and a second
mechanical key.
What will Toyota do?
Any authorized Toyota dealer will duplicate and provide the owner with one (1) additional Smart Key FREE OF CHARGE.
What should you do?
To minimize inconvenience, please contact your authorized Toyota dealer to make an appointment to have the additional
Smart Key transmitter duplicated and provided to you. This will require your dealer to order a new key for your vehicle
in advance of your appointment. We recommend you contact your dealer to schedule an appointment in advance to
confirm parts availability and minimize your inconvenience. The registration of the new key will take approximately 45
minutes. However, depending on the dealer’s work schedule, it may be necessary to make your vehicle available for a
longer period of time.
What if you have other questions?
•
•
•
Your local Toyota dealer will be more than happy to answer any of your questions.
For more information on this program and other campaigns, please visit www.toyota.com/recall.
If you require further assistance, you may contact the Toyota Brand Engagement Center at 1-888-270-9371 Monday through
Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern Time.
If you would like to update your vehicle ownership or contact information, please visit https://www.toyota.com/owners.
If you are a vehicle lessor, please assist us by forwarding this notice to the lessee.
We have sent this notice in the interest of your continued satisfaction with our products, and we sincerely regret any
inconvenience this condition may have caused you.
Thank you for driving a Toyota.
Sincerely,
TOYOTA MOTOR SALES, U.S.A., INC.