Frequently Asked Delivery Questions

Order Placed

Tesla Account

Delivery

Payment

Financing/Leasing

Trade-Ins

Registration

Preparing for delivery

Other delivery questions

Service/Warranties


 

Order Placed

I just designed my Tesla and submitted my order. What are the next steps?
There is a one-week window when changes can be made to your order before your vehicle design is submitted to the factory. The email address and password used while configuring your Tesla will be your login for your Tesla Account. Here, you can continue to make changes to your design up until the end of your one-week window. The Delivery Team will be in touch shortly after your order is confirmed to guide you through payment, document signing, and delivery logistics.
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When will my car begin production?
After your order is confirmed and submitted to the factory, we will begin scheduling production for your custom Tesla. Your vehicle will begin production at our factory in Fremont, California and will then be transported by train, ship and truck to our assembly plant in Tilburg, Netherlands. We usually expect about 3-4 months from order to delivery. We will be able to provide you with a more accurate delivery time frame once your vehicle leaves the USA. Once your Tesla is ready in our plant in Tilburg, Netherlands, we will be able to schedule a final appointment with you.
The most current production timing can be found in the Design Studio before you place your order. Tesla will always assume that you prefer the fastest delivery possible, unless you specify differently (discussed in the question below.) Once your order is confirmed we will keep you up to date in your Tesla Account and a Delivery Experience Specialist will be happy to provide updates as well.
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How accurate is my delivery estimate?
Your Tesla enters various stages in the production cycle, as well as various transport stages on its way to Europe. Therefore, there is a chance that your delivery estimate can shift; however, we will take every step necessary to try and avoid this. We are able to provide you with a more accurate delivery time frame once your vehicle leaves the USA. You can track the updates of this in your Tesla Account where you will find the most accurate estimate and if you have any questions, feel free to reach out to a Delivery Specialist.
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Can I change my order after the one-week waiting period?
Once your order has been submitted to the factory, changes typically cannot be made because we immediately begin sourcing parts for your custom Tesla. Any change requests after the one-week waiting period are not guaranteed. At this stage your initial deposit becomes non-refundable.
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When will I receive my VIN?
Approximately 5-6 weeks before planned production, a Vehicle Identification Number (VIN) is assigned to your Tesla and will appear in your Tesla Account. A VIN is often required for insurance and financing applications.
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Tesla Account

What is a Tesla Account?
Your Tesla Account is your online account for all Tesla cars you may own or order. You will need to access your Tesla Account to input your registration information, view warranty and charging installation guides, access owner’s manuals, view your final invoice, and receive important updates from Tesla.
Please note that all information in your Tesla Account directly affects the spelling and punctuation on your registration documents.
Your Tesla Account also includes links for financing, trade-ins, and service plan sign up. The ‘My Profile’ section allows you to edit your name, e-mail, username, mailing address, e-mail settings, and add an additional contact to your account. The ‘My Documents’ section allows you to upload required documents, such as your driver’s licence, and allows you to view documents uploaded by Tesla, such as your purchase agreement.
You will also find your current Estimated Delivery Timing in your Tesla Account until you have scheduled your delivery appointment. This timing is based off the current production schedule and the time needed for transit and delivery preparation.
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What if I have more than one Tesla?
The ‘My Dashboard’ section will show all of your Tesla vehicles (Model S, Model X, Model 3 and Roadster). If you have multiple cars on your account, clicking on ‘view profile’ will display your VIN and allow you to view the design for that particular car.
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Delivery

How do I pick up my vehicle?
A Delivery Experience Specialist will help you schedule a delivery pick-up appointment at your nearest Tesla Service Centre. At this appointment, a Product Specialist will walk you through your car’s features. You can expect your appointment to be about 45 minutes long. Please review your contract and other documents prior to the delivery appointment. Our Service Centre’s have limited space and are unable to store vehicles. Please be prepared to pick up your vehicle within one week of its arrival at the Service Centre. Our expert staff performs a pre-delivery inspection and verifies that your car is detailed and fully charged.
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What if I live far away from the nearest Delivery Centre?
If you are not able to travel to one of our UK Delivery Centres we can arrange for your vehicle to be transported to your home. The cost for this will be added to your final invoice. We encourage you to consider picking up your Tesla at the Delivery Centre, as it offers you the very best delivery experience, including the ability to meet your local service team and receive a full vehicle walkthrough. Our supercharger network enables long distance travel unlike any other electric vehicle – perfect for your trip home!
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My delivery date is approaching. How will I know when my car will be ready?
Once your vehicle is ready in our plant in Tilburg, Netherlands, around two weeks before your car is planned to arrive at your Delivery Centre, the Delivery Team will be in touch to confirm your pickup appointment or delivery to your preferred address.
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Can I avoid the destination fee if I pick up my Tesla at the factory or a Service Centre?
The destination doc and fee is applicable to all cars that include registration and transport from the USA. We do not offer collection from Tilburg, Netherlands, as we import the car for tax and registration reasons.
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Payment

What are the accepted methods of payment?
Final payment can be made via a wire / bank transfer only. Should you have a daily transfer limit with your bank, you will need to begin making payments in enough time so that the total balance is cleared 72 hours before your appointment to collect. Please note we only accept a bank transfer for this payment, we do not accept credit, debit cards, or cheques.
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How much do I owe before I take delivery of my vehicle?
Before driving off with your new Tesla, we require that the balance be paid in full, either personally or by a way of guarantee from a finance company. To help you take delivery as quickly as possible, we provide an itemised breakdown of the final payment on the Motor Vehicle Purchase Agreement (MVPA) per your car’s configuration, including any applicable taxes and fees. If you choose to finance through a 3rd party bank, the finance amount will be listed on your MVPA. Once generated, you will find your MVPA in your Tesla Account profile. If you don't see it there, please contact the Delivery Team to inquire.
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When and why must I pay ahead of time?
It is required to complete the transactional portion of the vehicle sale prior to the physical pick-up. Once the terms and conditions of the purchase have been accepted in your Tesla Account and payment has been made, we can consider the sale complete and move forward with getting you behind the wheel of your new vehicle. The real benefit here is freedom from the hassle of any administrative items: delivery day becomes just about you and your new Tesla!
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Can I make payments from more than one account?
Yes, simply include your Reservation Number (RN) as reference for each transaction.
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Can I use a credit card to pay for my Tesla?
Credit cards can only be used for the initial deposit. We only accept a bank transfer for this payment, we do not accept credit, debit cards, or cheques.
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Financing/Leasing

When do I apply for Tesla Financing or Leasing?
You should start your application as soon as possible so as not to delay your delivery.
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How do I apply for Tesla Financing or Leasing?
Tesla offers an exciting and innovative new financing program for your Tesla that combines the benefits of both leasing and ownership. Applying for Tesla Financing or Leasing is easy and can be done from your Tesla Account by clicking ‘Apply Online’. If you'd like to calculate what your lease payments could look like, check out our financing calculators on the Support page under Financing and Leasing, or speak to your Sales Advisor.
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Can I finance with my own bank or credit lender?
Yes, you may choose to finance with your preferred bank. Once you have selected your payment preference in your Tesla Account, we'll be working with you to arrange all final payments a couple of weeks before your delivery.
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Trade-Ins

What kind of vehicles does Tesla accept?
Tesla accepts most passenger vehicles for the trade-in, except commercial use vehicles, recreational vehicles (RVs), and motorcyles.
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How does Tesla determine the price of my vehicle?
Our first aim is to make it hassle and haggle free. We have a national network of third party buyers that will bid to buy your car. We connect with the buyers, find the highest bid and offer you this as an estimate. Closer to delivery, we will send you a self-inspection report for you to complete on you smartphone or tablet. This inspection report is then sent to the buyer with the highest bid to confirm the car is as originally described. If there is any additional damage or unexpected increase in mileage, there might be a slight change in value.
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What is the process of a trade-in?
Tesla makes trading in your vehicle simple and convenient through a quick self-inspection. To begin, log in to your Tesla Account and follow the prompts in the Trade-In section of your account. In order to provide you with an offer, we will guide you through taking photos of the car that you want to trade in right from your mobile device. Make sure to take the estimated delivery timeframe of your new Tesla into consideration, as trade-in quotes and offers are only valid for a limited period of time and miles driven.
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Can I still trade in my car even though I am still in a lease/finance?
Yes, Tesla will pay of the balance of your current car after the collection of your Tesla; however, you will need to provide us with the bank details and settlement figure prior. If the value of your car is lower than the outstanding balance, you will need to pay the balance prior to us being able to settle the finance. Please speak to the Delivery Team for individual cases.
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Can I apply the value of my vehicle to the total purchase of my Tesla?
Yes, you can. We can use the value of your current car towards the final invoice or deposit of your new Tesla. Alternatively, we can refund the value of the car after you have taken collection of your Tesla.
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How long is the estimate for my trade-in valid for?
Trade-in estimates and offers are valid for 14 days or 500 miles. Tesla cannot guarantee trade-in values beyond this as additional time, odometer change, wear and tear, and market fluctuations are all factors that determine a trade-in value.
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When do I trade-in my car?
We tried to design the trade-in program in such a way that you can drive in your current car on the day of collection and leave with your Tesla. To ensure all goes smoothly, please bring along:

  • All keys
  • V5 Logbook, if you have a cherished plate, please make sure you have placed this on retention in advance and have the new V5 without your cherished plate
  • Service history and handbook
  • Accessories (locking wheel nuts, parcels shelf, spare wheel etc.)

If you choose to part with your current car prior to your delivery day, be aware that we cannot refund the value of your car until after delivery.
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Registration

Can I register my car with two names, but only take out a loan in one name?
No, your registration must match the names on the financial papers for your vehicle. This requirement applies to both Tesla Financing and to 3rd party financing. You can directly edit your registration information in your Tesla Account.
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Can I register my car to a business?
Yes, you may register your vehicle to your business. To do this you must provide the Company House Registration & VAT certificate or an official document with the company name and address and upload the document into your Tesla Account.
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Do I have to register my Tesla myself?
We will take care of the registration for you. We will allocate a registration number once the car leaves our Tilburg Factory which is about 2 weeks before your confirmed collection. Once your registration is allocated, the Delivery Team will be able to advise you of the number. We will only confirm the registration with the DVLA when registration details have been confirmed in your Tesla Account with appropriate proofs and payment has been received.
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Preparing for Delivery

What information do you need from me before delivery?
Prepare for your delivery by logging into your Tesla Account to confirm your personal information, registration details (including information on your private plate, should you have one), and the payment method of your choice.
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Do I need to arrange insurance before my delivery?
Yes, you will need to arrange insurance before your delivery. We have been working alongside Direct Line Car Insurance, who are familiar with the Model S/X and current owners have used them to insure their vehicles. Please find their details here.
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Who must be present at delivery?
All persons listed on the registration and named on the finance contract must be present to sign at delivery. In certain circumstances, a Power of Attorney may be permitted if a registrant cannot be present at delivery. In this case, any finance documents must be signed and approved before collection.
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What do I need to bring with me to delivery?
On collection, please remember to bring your Driver’s license or Passport. If you are financing with Tesla, you will also need to bring along a proof of address dated in the last 3 months, such as a bank statement or utility bill.
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How do I install charging for my Tesla at home?
We recommend the Tesla Wall Connector, a Tesla specific charging station, hard wired and permanently mounted to a wall or post, typically charging at a rate of about up to 22 miles of range per hour (dependant on power available at home). It’s the most convenient way to keep charged. If you would like a Wall Connector, please contact your local Service Centre who can arrange to have ready for collection or shipped to you. To install a charging solution, you'll need to hire an electrician. We recommend contacting one soon, as charging installations can take up to a month to complete. If you need a recommendation for an electrician, we have a network of certified installers you can find through the home charging installation page.
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How do I get the mobile app?
The Tesla mobile app can be found in the App Store for iOS or Google Play for Android. For safety reasons, while your Tesla is at the factory or in transit to the Delivery Centre, the mobile app is unable to connect to your car before delivery. Therefore, it may take an additional few days after delivery for activation to occur while we process your vehicle delivery in our system.
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Other Delivery Questions

Where can I find more information about the EV incentives in the UK?
The UK government offers a £4,500 plug-in grant with the purchase of new electric vehicles. This means that even with Tesla Financing, you still qualify! The plug-in grant is taken off the base price of your car on the purchase agreement and you will see this as a deduction on your final invoice. To find out more about UK incentives, please visit our incentives page.
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Will my car get the latest software?
Yes, this will be confirmed when your car is prepared by our service department prior to delivery.
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Who do I best reach out to after I've taken ownership of my car?
Our Service Team will continue where we left off and will guide you through your entire journey of ownership. The Delivery Team will introduce you to your local Service Team after delivery. You can also always reach out to ServiceHelpEU@tesla.com, should you have any service related questions.
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Does my Tesla have a tracker?
There is no tracker installed in your vehicle; however, you can track your Tesla via the mobile app, which uses a GPS tracking system to locate the vehicle.
The security package includes:

  • Intrusion sensor: Detects movement inside the passenger compartment or an intruder reaching in through a front window and will sound the alarm.
  • Tilt sensor: Detects if the vehicle is being lifted onto a tow truck and sounds the alarm.
  • Battery Backed Sounder: Additional alarm sounder with its own power supply so it will continue to function even if the vehicle 12V power is cut off.
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If the car is being purchased by my company, can I register it in my name?
We can put your name on first, followed by the company name and address.
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What does it mean to have a High Power Charger Upgrade?
If your car is fitted with the High Power Charger standard on new 100kWh vehicles this enables AC charging at 400V and 24A (16.5kW). Few households in the UK have the opportunity to install such powerful home charging solutions. Please speak to your Sales Representative or Delivery Specialist if you have any questions on this. Please note that access and performance to Supercharging or CHAdeMO charging is not affected by the High Power Charger.
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What happens after your PCP contract has been approved?
Once you have confirmed your delivery appointment the Delivery Team will be in touch to confirm the full deposit amount and transfer details. We must have all funds received before your collection day. On the day of delivery, we will require to see a hard copy of your photo part driving licence and utility bill for the person/company who the Finance is under.
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Can I order accessories and get these delivered with the car?
Yes, the Delivery Team will be able to help you order any accessories. While we build our European Accessories Website, you can have a look at our US site. The Delivery Team is happy to provide you with UK prices, if you have found an item you wish to order. Payment for accessories will be taken on the day of collection and therefore will not show up on your vehicle invoice.
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How do I get my existing personalised registration plate transferred to my new car?
You will need to liaise with the DVLA to have your current plates taken off your existing car. Once this is done, the DVLA will provide you with a Retention Certificate. You will also need to upload a scanned copy of this to your Tesla Account or email a copy to the Delivery Team at least 3 weeks before collecting your car. If this is done online with the DVLA you will need to send a copy of the V5 for the car that you have taken the registration number off from along with the e-mail confirmation. This will allow for enough time for the team to register this for you and have the plates ready on the car when you collect.
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Can I choose my own registration number?
The DVLA will issue random numbers, but if there are any letters that you do not want, please let us know and we will do our best to avoid this. The DVLA, however, does not allow us to offer a free choice.
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Can I export my Tesla outside the US, Canada, or Europe?
If you export your Tesla outside of the market for which it was built, Tesla will be unable to service your vehicle until it has been brought back to its home market. There is also a possibility that an exported Tesla will not be compatible with the electrical and charging infrastructure in countries for which it was not designed and homologated. For these reasons, we strongly recommend that you purchase a Tesla in the market where you plan to drive it.
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Service/Warranties

What does a typical annual service inspection of a Tesla consist of?
An Annual Service Inspection is the work performed on a vehicle when it comes in for its checkup every year or 12,500 miles (whichever occurs first). During your annual inspection, our expert Tesla Service team will take your Model S through a bumper to bumper, roof to wheel inspection. The wheels will be removed and tyres will be rotated. If wheel alignment is determined necessary, this service can be performed for an additional charge. Logs will be pulled and examined, and all systems will be tested for operation. The drive unit assemblies will be inspected, and the temperature management system will be checked. Your brakes will be inspected. If the brake pads are outside of recommended specifications, they can be replaced for an additional charge. Normal items, such as windshield wipers will be replaced as needed. Tread wear is inspected and if new tyres are needed additional charges will apply if new tyres are installed. Please note that tyre wear is not covered as part of the annual inspection or under the Tesla Maintenance Plans or the New Vehicle Limited Warranty.
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What kinds of Maintenance Plans do Tesla offer?
Advance payment for Maintenance Plans is the most economical means of maintaining your new Tesla. Maintenance Plans must be purchased within 12 months or 12,500 miles (whichever occurs first) after the original delivery date of a new or pre-owned vehicle by Tesla, giving you up until the first annual service inspection to purchase. You can choose between a 3 or 4 year pre-paid plan. Please visit the Tesla support page for full details.
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Do you offer convenience services while my Tesla is in the shop?
Yes, if time allows we will complete a full wash and hoover, as well as carry out a routine courtesy inspection.
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What kind of warranties does a Tesla come with?
Your Tesla is covered by the New Vehicle Limited Warranty, which includes the Basic Vehicle Limited Warranty, the Supplemental Restraint System (“SRS”) Limited Warranty, and the Battery Limited Warranty.

The Basic Vehicle Limited Warranty covers the repair or replacement necessary to correct defects in the materials or workmanship of any parts manufactured or supplied by Tesla that occur under normal use for a period of four years or 50,000 mi, whichever comes first.

The SRS Limited Warranty covers the repair or replacement necessary to correct defects in the materials or workmanship of the vehicle’s seat belts or air bag system manufactured or supplied by Tesla that occur under normal use for a period of five years or 60,000 mi, whichever comes first.

The Battery Limited Warranty covers the repair or replacement of any malfunctioning or defective Tesla battery for a period of eight years or for the number of miles specified below for your battery configuration, whichever comes first. If you have a 60kWh battery, your battery is covered for 125,000 mi and if you have an 70kWh or larger battery, your battery is covered for an unlimited amount of miles. To provide you with even more assurance, the Battery Limited Warranty will also cover damage to your vehicle from a battery fire even if it is the result of driver error, subject to certain exclusions.
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Does Tesla have an Extended Service Agreement or warranty?
No, Tesla does not offer extended warranties; however, there is an option to purchase an Insured Warranty from AXA for further peace of mind. Please visit our Support page for more details.
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What sort of warranties does a pre-owned Tesla come with?
Every Tesla Pre-Owned vehicle comes with a 4 year or 50,000 mile Limited Warranty which begins on the date of delivery from the indicated mileage of the vehicle. Balance of Tesla Battery and Drive Unit Warranty from the original delivered date(8 years or 125,000 miles for 60kWh and 8 years or unlimited miles for 70kWh, 75kWh, 85kWh, 90kWh). 24 Hour Roadside Assistance over the warranty period.
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What happens if I get a flat tyre?
In the unfortunate situation of getting a flat tyre, Roadside Assistance will collect you and take you to the nearest Service Centre. The number for this can be located on your main screen – select controls, settings and then the manual on the left hand side of your vehicle’s touchscreen. Some customers also purchase a tyre inflation kit, which can be used to inflate your tyre in emergencies. This can be purchased via your local Service Centre. Please take a look at our Roadside Assistance and Tech Support page for additional costs involved.
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When does my car need servicing?
We recommend servicing your car every 12 months or every 12,500 miles, whichever comes first. Please note, however, that this is only a recommendation. Failing to do so, does not void your warranty. If you are going ahead with a PCP finance agreement part of the return conditions require your car to be serviced at the recommended intervals as above.
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When and how do software updates happen?
A small alarm clock symbol will appear at the top of your screen informing you that you have an update. You can then schedule a time that suits you for this to take place. You won't be able to drive the car whilst it’s updating, therefore we recommend scheduling updates during the night when your car is parked and connected to your home’s Wi-Fi.
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What do I do if my Touchscreen has become unresponsive?
We would first advise a soft reset for any software issue such as this. This is done by holding down both scroll wheels on the steering wheel down for around 5-10 seconds until the screen goes blank. This will re-boot the system.
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