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Email us at:
ServiceCenter@Intoxalock.com
Current authorized installation location login
Paperwork
Q. Where can I find my paperwork?
A) servicecenter.intoxalock.com, view calendar, click on appointment
Q. What do I do with the paperwork?
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.
Q. What happens if my paperwork is blank?
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.
Q. What if my paperwork is incorrect?
A) If the information that comes up from the calendar is incorrect please contact our Service Center team at (877) 327-9130 option 2.
Q. What if my state requires state specific paperwork?
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.
Invoice
Q. What if I am doing a job the customer does not have to pay for?
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
Q. Where do I send invoices for PO work?
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.
Equipment Returns
Q. What if I need a return shipping label?
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.
Q. What if the customer does not show up for an installation appointment?
Q. What if I do not have a box to send back equipment?
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..
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.
Q. What if UPS does not pick up regularly to my location?
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.
Service Center Micro Site
Q. What if I don’t remember my password to the Microsite or need to reset it?
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.
Q. What if I don’t remember my username?
A) Your Username will always be the full email address you have on file with us.
Q. How do I see my upcoming appointments?
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.
Q. Who do I call if I have a problem with the MicroSite?
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.
Tech Support (877) 327-9130 is for Service Center technical support only. Please use this for any of your shop needs.
Customer Service (877) 777-5020 is for customer support. Please contact this number or provide to any customers that have issues/concerns with Intoxalock.
Remote Calibration
Q. What do I need to do before calibrating a customer’s handheld?
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.
Q. Do I need to inspect the vehicle during calibrations?
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.
Q. What do I do if the vehicle starts without providing a passing sample?
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.
Q. What are the "Inventory Units" for?
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.
Q. How do I send back a Repair handheld?
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.
Q. What do I do when the Remote Calibration Station displays “No Transaction Found”?
A) The customer would need to call into Intoxalock Customer Service at (877) 777-5020 to discuss their account.
Q. What if my machine is not connecting to Wi-Fi?
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.
Q. Do I need to order new calibration gas?
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.
Q. What do I do with the empty gas canister once I have replaced it?
A) These MUST be disposed according to your local ordinances and disposal regulations. NEVER send canisters back to Intoxalock.
Q. What if my mouthpieces are running low?
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.
Installations
Q. What do I need to hook up?
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.
Q. Do the horn and flashers also have to be connected?
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.
Q. What if the vehicle horn/flashers are not working properly?
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.
Q. Can I fix the horn/flashers for the customer?
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.
Q. What if the vehicle has a weak battery prior to installation?
A) Intoxalock strongly encourages service centers to load test and verify the health of the vehicle charging system prior to starting the install.
Q. What if the customer does not want to replace a failing battery prior to installation?
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.
Q. Where do I place the Intoxalock “DO NOT REMOVE” stickers?
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.
Q. When do I run wires under hood?
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.
Q. How do I get wires into the engine bay?
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.
Q. When extending wires into the engine bay, what size/gauge do I use?
A) Intoxalock recommends using 12ga wire or larger to extend the wiring under hood.
Q. How do I route the wiring that is under hood?
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.
A) If wiring diagrams are needed, please reach out to the Intoxalock Tech Support group at (877)327-9130 or by email at STAN@Intoxalock.com
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
Handheld Messaging
What do the following messages mean?
• !CLEARING
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.
• !PWRWEAK
A) The vehicle battery is providing insufficient power. Please charge or replace the vehicle battery. Always contact Intoxalock before performing vehicle maintenance.
• !BREATH
A) The breath sample that was provided did not meet the requirements set by your state.
• BLOW HARDER
A) The breath sample did not produce enough pressure to activate the device. A harder breath sample will be needed.
• BLOW SOFTER
A) The breath sample is being provided harder than needed. Blow softer on the next attempt.
• BLOW SOFTER
A) The breath sample is being provided harder than needed. Blow softer on the next attempt.
• INVALID SAMPLE PRESSURE
A) The manner in which the sample was provided was invalid. With the next sample use the breath pattern of 3-2-3
• NOT ENOUGH BREATH CHANGE
A) The change in the breath pattern was not great enough to complete the sample process.
• EARLY BREATH CHANGE DETECTED
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.
• LATE BREATH CHANGE DETECTED
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
• STOP BLOWING
A) The breath sample was provided too soon. Please wait until the device reads “Blow” before submitting the sample.
• !WARMING
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.
• !TIMEOUT
A) The device is in a Temporary timeout. A timer will appear on the handset. A sample cannot be provided until the timer expires.
• !SYNC
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.