Cant register my car with myGenesis

[patesrwe]

Hi folks. New here. To make a long story short, we bought a used 2023 GV80 2.5t about 2 weeks ago. Advanced & Prestige options sets. Love Love Love the car! We have really been challenged with trying to register the car through Mygenesis however. Neither the previous owner, nor the Kia dealer through which we bought it, deregistered and cleaned up the MyGenesis account attached to the vehicle. At first trying to enter the VIN gave me an "already registered" error. Genesis support got that fixed. However, I now get an error when trying to complete the registration that says "the information provided does not match our records" (full error screenshot attached).. No only can I not register the car, I can't get rid of the previous owner's profile nor connect the car genesis for update and whatever.

I have an open ticket with Genesis support and I know they have gotten Hyundai support involved. It's been open about 8 days now with no resolution nor feedback other than "engineers are working on it".

Anyone else ever experienced this problem? Any insight?

Thank you

 

[Sal Collaziano]

Hi folks. New here. To make a long story short, we bought a used 2023 GV80 2.5t about 2 weeks ago. Advanced & Prestige options sets. Love Love Love the car! We have really been challenged with trying to register the car through Mygenesis however. Neither the previous owner, nor the Kia dealer through which we bought it, deregistered and cleaned up the MyGenesis account attached to the vehicle. At first trying to enter the VIN gave me an "already registered" error. Genesis support got that fixed. However, I now get an error when trying to complete the registration that says "the information provided does not match our records" (full error screenshot attached).. No only can I not register the car, I can't get rid of the previous owner's profile nor connect the car genesis for update and whatever.

I have an open ticket with Genesis support and I know they have gotten Hyundai support involved. It's been open about 8 days now with no resolution nor feedback other than "engineers are working on it".

Anyone else ever experienced this problem? Any insight?

Thank you

Welcome aboard! And thank you for signing up. Just letting you know that I've moved this topic out of the community lounge and into the main Genesis Motors forum, as it should get more attention there...

 

[Jhon]

I had an issue with my new car when I got it as the dealer never registered my car. I faxed (or maybe it was emailed) over some papers proving I owned the car and they told me that once they got the info, I would be able to register but it would take 48 hours. The next day, I was able to register it.
I would call back and see if someone can do that for you. I used the phone number for renewal of the connect services.
Good luck, I really like the features. My car is in the dealership right now and I know every time the door is left open for a few seconds, so I know they are working on my car.

 

[patesrwe]

I had an issue with my new car when I got it as the dealer never registered my car. I faxed (or maybe it was emailed) over some papers proving I owned the car and they told me that once they got the info, I would be able to register but it would take 48 hours. The next day, I was able to register it.
I would call back and see if someone can do that for you. I used the phone number for renewal of the connect services.
Good luck, I really like the features. My car is in the dealership right now and I know every time the door is left open for a few seconds, so I know they are working on my car.

Thank you. I already cleared that part of the problem. I sent in the paperwork you mentioned and now my vin number is accepted. The problem occurs later in the registration process.

 

[wiseacre]

SAME ISSUE! Genesis app refuses to believe I bought my 2025 Genesis GV80 from a previous owner, based on VIN. On the Genesis website, I try to load registration and title and it just. does. nothing. very frustrating!

 

[EdP]

SAME ISSUE! Genesis app refuses to believe I bought my 2025 Genesis GV80 from a previous owner, based on VIN. On the Genesis website, I try to load registration and title and it just. does. nothing. very frustrating!

It has come up before. Try calling. It worked for others.