Get Help with Cable or Hardware Replacements

If you need to replace a Motive cable or hardware item, the next step depends on what went wrong. This article explains when to use Motive Shop, when to contact Motive Support, and what details to share so your request can be reviewed faster.

Overview

This article helps fleets:

• Choose the right path: Know when to buy an item and when to request a replacement.
• Understand common replacement scenarios: Review what to do for incorrect, faulty, missing, or damaged items.
• Set expectations early: Learn when a replacement may be covered and when a new purchase may be required.
• Prepare for Support: Gather the details Motive may need to review your request.

Use Motive Shop for new or additional items

Use Motive Shop if you want to buy an additional cable, accessory, or supported add-on item for your fleet. Motive Shop is available to eligible existing customers in the United States and Canada, and it supports self-serve purchases for cables and accessories.

You can also use the Cable Selector in Motive Shop if you are not sure which cable matches your vehicle.

Contact Support for replacements

Motive Shop does not support replacements. If you need to replace a cable or hardware item, contact Motive Support instead.

This includes situations where:

• You received the wrong cable or part.
• A cable became faulty during the warranty period.
• An item was missing from your order.
• A cable or hardware item was lost, stolen, damaged, or burnt.

If you received the wrong cable

If you think you received the wrong cable, contact Support before installing or replacing it. Motive reviews the cable you received against your vehicle details, such as the year, make, model, and VIN.

If the cable is correct for your vehicle, Support may direct you to continue with that cable and share installation guidance instead of replacing it.

If the cable is not correct, Support can review the replacement path.

Important note about fuse box cables:  Some vehicles require a fuse box cable. If your vehicle requires that cable type, Motive may not be able to replace it with a plug-and-play cable just because it is easier to install. Using a different cable type than the one recommended for your vehicle may affect warranty or installation safety.

If the cable is faulty

Motive cables have a 1-year warranty period. If a cable becomes faulty within that warranty window, it may be eligible for replacement. If the cable is outside that warranty period, you may need to purchase a new one instead.

If Support needs to confirm whether the issue is a fault, they may ask for troubleshooting details before reviewing the replacement.

If an item was missing from your order

If a cable, sticker, mount, or another hardware item was missing from your order, contact Support and share the order details. Missing-item requests may need to be reviewed first to confirm what was included in the original shipment.

If the missing-item claim is confirmed, the replacement can be processed without asking you to buy the item again.

If the item was lost, stolen, damaged, or burnt

Lost, stolen, damaged, or burnt items are not covered by warranty. In these situations, a replacement is usually treated as a new purchase or reviewed through a separate approval path.

If this happened, contact Support and include the item type, what happened, and whether you need the same part again.

What to have ready before contacting Support

To help Support review your request faster, have the following ready:

• Your company name
• Your vehicle VIN
• The vehicle year, make, and model
• The cable or hardware item you received or need replaced
• Photos of the cable, hardware, or mounting area when relevant
• Any order number or case number you already have

FAQs

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