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A) servicecenter.intoxalock.com, view calendar, click on appointment
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A) All paperwork required for an installation will be in the install kit. You can also reprint any from the calendar on the MicroSite. The technician is required to print, sign, and date each work order and provide to the customer at time of service. The technician is required to print, sign, and date the certificate and provide to the customer at time of removal. Reprints can be obtained via the MicroSite.
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A) If you paperwork comes up blank from the calendar please contact Service Center team at (877) 327-9130 option 2 and paper work will be emailed to you.
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A) If the information that comes up from the calendar is incorrect please contact our Service Center team at (877) 327-9130 option 2.
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A) Any state specific paperwork will arrive separately from your installation kit. This will need to be printed, signed and dated and provided to the customer.
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A) Any work being completed free of charge for the customer, ensure you have a PO#. If the PO is missing, please call our Service Center team at (877) 327-9130 option 2 to obtain a PO# authorizing you to do the work required
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A) Please send an invoice to SCbilling@intoxalock.com that includes the PO#, detail of work done, and comment ‘pay upon receipt’ for expedited processing.
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A) Return shipping labels can be download from the MicroSite on the calendar. Click on the appointment and go to the paperwork section on the bottom of the page.
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A) We are not picky about boxes when returning equipment but if you do not have an appropriate box to use, please contact our Service Center team at (877) 327-9130 option 2 or email STANAdmin@intoxalock.com and request a box..
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A) If the customer reschedules within 5 business days please hold onto the equipment for the rescheduled installation. If the customer does not reschedule, the equipment needs to be returned immediately (no later than 10 calendar days from the original appointment). You may use the return shipping label received with the equipment for the return.
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A) If you need UPS to come to your location for a pickup, please contact them at 1-800-PICK-UPS® (1-800-742-5877) to schedule a pickup.
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A) Click the reset password link below the login information box and enter your email address that you have registered with us. A link to reset your password will be emailed to you right away and you will be able to enter a new password for your account. Your password must have at least 8 characters.
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A) Your Username will always be the full email address you have on file with us.
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A) Once you have logged into your account at servicecenter.intoxalock.com you can click view calendar to see all of your scheduled customer appointments. Clicking on the appointment will bring up additional details regarding the appointment.
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A) If you are logged into your account on servicecenter.intoxalock.com you can always click “Contact Us” on the right side of the screen and get a full list of contacts.
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Tech Support (877) 327-9130 is for Service Center technical support only. Please use this for any of your shop needs.
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Customer Service (877) 777-5020 is for customer support. Please contact this number or provide to any customers that have issues/concerns with Intoxalock.
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A) Ensure you have inventory handhelds available in case of handheld failure to prevent a customer being stranded at your service center. Confirm customer has an appointment listed on your Calendar. The Calendar can be found on the Service Center Microsite… see paperwork section.
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A) A vehicle inspection should be completed and documented at every service (installations, vehicle switches, de-installs, and calibrations). Always check the customer’s vehicle for tampering prior to calibrating their handheld. It must be confirmed the vehicle will not start without introducing a passing breath sample first.
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A) If the vehicle starts without a sample being provided, immediately contact Intoxalock Tech Support at (877)327-9130. This must be corrected before vehicle leaves service center.
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A) Inventory handsets are to be used if the Remote Calibration Station prompts to replace the customers current handheld. Please place a red “Repair Unit” sticker on all handhelds being replaced.
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A) Inventory handsets are to be used if the Remote Calibration Station prompts to replace the customers current handheld. Please place a red “Repair Unit” sticker on all handhelds being replaced.
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A) The customer would need to call into Intoxalock Customer Service at (877) 777-5020 to discuss their account.
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A) Cycling the power on your Remote Calibration Station can help to establish a new connection. If this does not resolve the issue, try to reset your router before reaching out to Intoxalock Tech Support at (877)327-9130.
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A) The calibration gas is auto-filled once the amount remaining in your tank reaches a certain level. At that time a new gas canister and mouthpieces will be shipped to your Service Center.
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A) These MUST be disposed according to your local ordinances and disposal regulations. NEVER send canisters back to Intoxalock.
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A) Mouthpieces are auto refilled at the same time as the calibration gas, expect a shipment to arrive if your gas is getting low. If you have not received a refill on mouthpieces or gas automatically, please contact Intoxalock Service Center team at (877)327-9130 option 2, or email STANAdmin@intoxalock.com before running out completely.
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A) All units need the red 12 volt constant, black Chassis ground, brown and white starter interrupt, and green ignition sense wire—some states require horn and or lights as well.
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A) This is state specific; if you are unsure of what your state requires, please contact Intoxalock Tech Support at (877)327-9130 for confirmation.
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A) If the horn/flashers are required, they must be working before starting the installation process. If they do not work properly before installation the customer is required to repair in order for installation to occur.
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A) If the horn/flashers are not functional, but are required, please get approval from the customer before performing any vehicle repairs. These repairs will need to be approved and paid for by the customer.
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A) Intoxalock strongly encourages service centers to load test and verify the health of the vehicle charging system prior to starting the install.
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A) It is the responsibility of the customer to ensure that the vehicle has a healthy battery and functional charging system. Please contact Intoxalock Tech Support 877-327-9130, to advise the customer will not be replacing their battery.
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A) It is required to place Intoxalock Tamper Seals on all connections made to the customer’s vehicle. This includes any spliced wiring going under hood.
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A) Connections will need to be made in the engine bay (past the starter relay box, on the main signal wire to the starter) if the vehicle has a Factory Remote Starter, is a Push-to-Start vehicle, or if the starter signal wire is a data line at the key switch.
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A) When running wires under hood, attempt to go through an existing grommet or bushing to prevent water entering into the cabin, potentially causing damage. Remember, wires cannot be ran through doorjambs or visibly seen.
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A) Intoxalock recommends using 12ga wire or larger to extend the wiring under hood.
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A) All wiring from the Intoxalock unit will need to be covered with split loom or black electrical tape. Please make the installation resemble the factory wiring as possible.
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B) All other trouble shooting please reach out to the Intoxalock Tech Support group at (877)327-9130 or by email at STAN@Intoxalock.com
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A) The Intoxalock is attempting to remove any trace of alcohol before allowing a sample to be given. If the !CLEARING message is prolonged, please air out the vehicle cabin and change mouthpieces.
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A) The vehicle battery is providing insufficient power. Please charge or replace the vehicle battery. Always contact Intoxalock before performing vehicle maintenance.
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A) The breath sample that was provided did not meet the requirements set by your state.
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A) The breath sample did not produce enough pressure to activate the device. A harder breath sample will be needed.
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A) The breath sample is being provided harder than needed. Blow softer on the next attempt.
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A) The breath sample is being provided harder than needed. Blow softer on the next attempt.
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A) The manner in which the sample was provided was invalid. With the next sample use the breath pattern of 3-2-3
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A) The change in the breath pattern was not great enough to complete the sample process.
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A) The inhale portion of the breath sample occurred too soon. Attempt to blow longer on the first exhale before moving into the inhaling part of the sample.
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A) The inhale portion of the breath sample occurred too late. Attempt to blow shorter on the exhale before moving into the inhaling part of the sample
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A) The breath sample was provided too soon. Please wait until the device reads “Blow” before submitting the sample.
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A) The temperature of the device is too low. The internal heaters have activated to warm up the fuel cell in the device. This process can take up to 3 minutes. Be sure to insulate the unit when leaving it in cold weather.
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A) The device is in a Temporary timeout. A timer will appear on the handset. A sample cannot be provided until the timer expires.
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A) The Intoxalock components are syncing. Please wait for the countdown to expire before attempting a breath sample. If the countdown restarts, please contact Intoxalock Tech Support at (877)327-9130.
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