Mobile Link –

Dealer troubleshooting and

warranty process overview

Troubleshooting
o When a customer and/or dealer is not getting a message that is expected, the first step
is for the customer to check the antenna. The antenna should be firmly on the Mobile
Link unit, pointing upwards so that the antenna slightly clears the top of the
generator.
o After the antenna, the next step is to check the message settings on standbystatus.com
and make sure the email addresses are entered correctly, and the right messages are
selected to be sent.
The Junk/Spam folder should also be checked to make sure messages are not
getting stuck there. If messages are in the Junk/Spam folder, please add the
email address to the safe sender list.
If a ‘connection lost’ message was received, and a ‘connection restored
message’ has not been seen yet, please wait until 24 hours after the
‘connection lost’ message was received to contact the support team about not
getting a message.
o If the settings are correct, then a customer or dealer should contact our dedicated
support team (contact info below). Only our dedicated support team, and not the
standard tech support line, is able to troubleshoot Mobile Link issues and send a
warranty replacement unit if needed.
Please do not swap a unit until the support team has given clearance for a
warranty replacement
o Once contacted by a dealer or customer with an issue, the support team will attempt
to remotely diagnose the problem and work with the customer to troubleshoot the
hardware if needed.
Please note that trip charges are not covered to investigate a unit

Warranty
o The warranty on Mobile Link is 1 year for manufacturing defects. Labor and trip
charges are not automatically included in this warranty.
o If the support team needs to send a replacement unit, the unit will be sent to the
customer at the address on file for billing.
Once the unit arrives, our team will call the customer to walk them through
unplugging the old unit and plugging in the new unit. The support team will
also deactivate the old unit, activate the new one, and update the information
in the customer’s account.
In the event that a customer cannot replace the device on their own, we will
 coordinate with the dealer to arrange a service visit (1 hour max trip charge to
cover travel and labor).

Contact
o The dedicated support team can handle inquiries by end customers and dealers.
o Email
Support@standbystatus.com
o Phone
Voicemail – customers or dealers can leave a message describing the problem,
and the support team will call back with an answer and/or troubleshoot the
device
1. 262-290-5242
Toll-free – this will reach the support team during normal business hours.
Response time is subject to wait times.
1. 855-436-8439