Frequently Asked Questions

General

What is Auto.Live?

Auto.Live provides an easily-accessible end-to-end service department workflow management platform for franchise dealerships and their customers. Our tools make it easy for your dealership to manage communication with your customers before, during, and after service. Manage service scheduling, check-in, walk-around, inspection, estimates, customer approvals, warranty work, internal pay work, invoicing, syncing with CDK, direct messaging, notifications (email, text, internal), texting with your customer and more all with Auto.Live.

Will Auto.Live share user data?

No, Auto.Live will not share or sell any user data to anyone.

Where can I download the Auto.Live app?

Auto.Live is a web application. There is nothing to download or upgrade. Since you're reading this, you have arrived at Auto.Live. Welcome!

What do I need to use Auto.Live?

If you are running from a mobile device make sure you are running the latest version of that device's operating system, and use the latest version of one of the following browsers:

google chrome

Chrome

google chrome

Safari

*Before reporting any bugs please make sure you have the most up-to-date operating system and browser available.

Do I have to create an account to use Auto.Live?

Yes. During pilot you must have an account to access Auto.Live. New accounts can only be created through participating pilot dealerships.

How much does Auto.Live cost?

Auto.Live is free for anybody to use.

Does Auto.Live only work from a phone?

No - Auto.Live works on any device that can browse the Internet. It can be used on a computer, tablet, or Smartphone.

Social

How do I become a verified member?

We feel that by physically visiting an Auto.Live dealership and completing a service transaction, a member is validating their identity on the most accurate level. You can become a verified member by creating an account while visiting a pilot dealership for service, or by scheduling and completing a service at an Auto.Live dealership once open enrollment begins.

What size is the Auto.Live social profile cover image?

The cover image for your Auto.Live social profile page works best at 950 pixels wide and 570 pixels tall (5:3 Aspect ratio).

How do I allow users to automatically connect to me?

Under your social page, select "Settings" and then "Profile". Here you can choose to have dealers, groups, or users connect to you without having to accept each request.

Why can't I rate a dealership?

The only way to rate a dealership is to use Auto.Live to schedule and complete your service or create an account during service at an Auto.Live dealership. Our reviews are transaction-based to ensure the highest level of integrity, and you will have the ability to leave one rating for a dealership once your service repair is complete.

What's the difference between my "Feed" and my "Wall"?

Your Wall shows all of your posts displaying the most recent at the top, and what your members posted directly to your Wall. The Feed displays all the interactions from your members - posts, shares, likes, and comments.

How do I find users, groups, and dealerships?

  • Click the button in the top nav
  • A search input will slide down
  • Enter the name you want to search
  • Hit the "search" button at the right end of the input field
How do I send a message?

During service, you can contact your dealership by clicking the link placed near the dealership's name on your Glove Box Service page. You can also access you messages by clicking the in the top nav to bring up all your messages, with the ability to send new messages to your connections.

Payments

What is Stripe?

Stripe is a secure system that allows businesses to accept and manage online payments. Auto.Live has utilized Stripe to ensure the safety and security of our users' information, and to allow for the best possible experience when transferring funds.

Will I need to create an account with Stripe?

If you are planning on receiving money through Auto.Live you will need to create an account with Stripe in order to transfer those funds into your bank account. Making payments on Auto.Live does not require a Stripe account, you can link a bank account or credit card in the "Wallet" section of your Payments tab.

How long does it take for funds to transfer to my Stripe account from Auto.Live?

The first time you withdraw funds from your Auto.Live account, it will take up to 7 days for Stripe to validate plus an additional 1-2 days for your bank to complete the transaction. After that, your funds can be pulled with minimal delay.

How do I know if my payments went through successfully?

To see a list of your transactions, you will need to log into your account at Stripe.com. On your Dashboard you will see "Last Transfer" and "Next Transfer". Your Last Transfer is a transaction that has been completed and funds successfully transferred into your account. Next Transfer is your pending transaction. When you see funds in the Next Transfer section, you should see the same amount pending on your online bank statement. You can also view your payment history once logged in to Stripe under Transactions > Transfers.

Why hasn't my payment processed?

There are a few reasons why your payment may not have processed. Refer to the list below for some common reasons why your payment may be delayed:

  • Your bank routing information has been entered incorrectly.
  • It has not been 2 to 4 business days since you submitted your account for payment.
  • In some cases, Stripe treats the initial transfer of funds for a new account differently from subsequent transfers. In these situations, they wait for 7 days after your first successful charge before sending funds to your bank account. Delaying your first transfer for a few extra days allows Stripe to address some of the risks that are inherent in providing credit services to users.
  • Your bank's rules require a longer waiting period before transferring funds (contact your bank for more information).

If you have checked and none of the above issues apply to your situation, please refer to Stripe's 'Getting Paid' page

Why do I need to link my bank account with Auto.Live?

In order to complete transactions you can use a credit card or add funds to your Auto.Live account balance. To fund your account, you will need to link your bank account and transfer money via ACH. Dealerships can also use these funds to pay their monthly membership fee on Auto.Live.

Can I withdraw funds from my Auto.Live Account using ACH transfer?

No. Linking your bank account for ACH transfers allows for one-way transfers from your bank account to your Auto.Live account balance only. This is NOT a way to withdraw funds from your Auto.Live account. Funds can only be withdrawn from a Auto.Live account using a linked Stripe account.

Can I use my credit card to make payments instead of linking my bank account for ACH transfers?

Yes. Please note that each credit card transaction will incur a 2.9% fee plus 30 cents. To save on transaction fees, we recommend linking your bank account and transferring funds into your Auto.Live account balance via ACH. The ACH transfer fee is 0.8% that caps at $5, regardless of the amount transferred.

What fee does Auto.Live charge to transfer money or to make payments?

Auto.Live does NOT charge any fees for payments processed through our system. The 2.9% + 30 cents credit card fee comes directly from the credit card processing company and the 0.8%, ACH fee (capped at $5) comes directly from Automated Clearing House.