FAQs

Top Questions

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What can cause violations on my device?

Violations are different for each jurisdiction, but some common ones may include missed rolling tests (retests during travel), an illegal start, or a power failure of 15 minutes or longer. If any of these occur, the device will activate a countdown timer that will cause your IID to enter a lockout state unless it is reset within the timeframe displayed on the device. If you receive a violation, there will be a cost associated to it. If you exceed the grace period, you will require an unlock code, which will come at an additional cost. Unlock codes will require you to be in the vehicle to enter.

What should I do with my device? Should I leave it in the vehicle or bring it inside with me?

It is recommended to always bring the device inside with you if you can. This will prevent it from being stolen out of your vehicle and will ensure environmental factors do not damage the device. During extreme weather conditions, it is even more important to disconnect the handset and take it indoors. This will significantly reduce the warmup time prior to starting the vehicle and help to avoid technical issues with the IID.

Can the ignition interlock device shut off my vehicle?

The ignition interlock device has no effect on the engine operation and can only prevent the vehicle from starting initially. It cannot turn your engine off once it is running.

Will the installation of the device damage my car?

During the installation of the interlock device we will be attaching the device to the wiring of the vehicle. All connections that are made during this installation are removed during your removal appointment. Once the device is removed, it is hard to tell that it was ever present.

Can someone else drive my vehicle?

Anyone can drive your vehicle, but they must use the device. You are responsible for all readings recorded by the device, regardless of who provides the sample.

Ignition Interlock Device Questions

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Will the device drain my battery?

With a healthy battery and charging system, you should not have any issues with the device draining your battery. The device uses a minimal amount of amperage, which affects the electrical system in a very minor way. If your battery is not in good condition, you may receive power fail violations due to low voltage.

How do I check my appointment time?

Press the # key, then the 1 key on the keypad to display your appointment time.

My device has no power. What should I do?

There are a few troubleshooting steps you can perform prior to contacting our call centre. They are as follows:

  1. Do a Soft Reset:
    Unplug/Re-Plug your Head Unit 5 Times Consecutively
    Once Powered continue as normal
  2. Check your battery voltage by pressing #2 on the device, if the readings are below 12V, the battery needs to be charged or boosted.
    Batt: should be at a minimum of 12V
    IGN: should be at a minimum of 12V
  3. Pop the hood, wiggle terminals by hand one at a time.
    If it wiggles: tighten cables, remove any corrosion
    If NO: Check fuses and verify battery cables (+) (-) are on the right way
  4. Any repair work done recently? Any recent issues?
    Check Battery power, Battery Cables, look down by pedals for hanging wires
  5. Is there power to the dash, accessories, and lights?
    Follow Battery Charge Procedure
    Check the fuses for any burnt fuse.
  6. Is there any damage to the cord?
    Yes- Slow wiggle test-while plugged in, slowly move the curly cord up and down, side to side at the base of the Head Unit, Check the Pins, If the Pins are broken, try to fix with small point. If not fixable, call Smart Start to set up an appointment. Go to a shop get a new Dongle. Take the Head Unit with you, have the shop test the head power before leaving.
    No- Turn the key on, unplug the Head Unit, wait for 3 minutes, listen for clicking under the dash
  7. Do the Hard Reset
    • Turn your Vehicle off
    • Unplug the Head Unit
    • Pop Up your hood
    • Disconnect the negative (-) cable of your battery for no more than 10 mins.
    • Connect the battery cables back
    • Plug the Head Unit back
    • Turn your Vehicle On

Will my remote starter still work after the device is installed?

Due to the requirement of a test prior to any and all instances of the vehicle being started, the remote start will be disabled until the interlock device is removed from the vehicle.

What is Smart IDLE used for?

Smart IDLE is an optional feature for your interlock device. It allows users to leave a parked vehicle running for up to 8 hours without having to worry about missing a test. Whenever Smart IDLE is activated, rolling test requests are suspended.

How does Smart IDLE work?

Activating On Initial Test

  • Provide a passing breath sample and start the vehicle as you would normally.
  • Once the engine is running, look for an asterisk in the top right corner of your handset screen.
  • If you see the asterisk, you can press #7 to activate Smart IDLE.
  • Once activated, the display will read IDLE 8:00, and your rolling tests will be suspended.
  • The rolling tests will be suspended until the timer reaches 0:00, you start moving, or press #7 a second time.
  • As soon as Smart IDLE is deactivated you will be prompted for a test.
Activating After Driving
  • Come to a complete stop and place the vehicle’s transmission in Park (P).
  • Wait until you see the asterisk in the top right corner of your handset screen. This may take a few minutes.
  • If you see the asterisk, you can press #7 to activate Smart IDLE.
  • Once activated, the display will read IDLE 8:00, and your rolling tests will be suspended.
  • The rolling tests will be suspended until the timer reaches 0:00, you start moving, or press #7 a second time.
  • As soon as Smart IDLE is deactivated you will be prompted for a test.

The device has a number pad on it. What can I do with this?

The number pad is used for display and enabling or disabling certain commands on the device. Here are the following options:

#1 This will show the appointment date last programmed into the hand unit. Appointments changed over the phone or online will not reflect on the hand unit.
#2 This will display the voltages the hand unit is currently picking up from the vehicle. Can be used with the vehicle in any state; at rest, ignition on and engine on.
#3 This will display the remaining violation points the user currently has. Most provinces only have 1 so this function wont matter for them. Any province with more than one can press #3 to see how many more missed tests they can have before going into violation lockout.
#7 This command will activate and deactivate smart idle assuming the right criteria is met. (Engine running, vehicle idling, activated on account and asterisk at top corner of display screen of hand unit.)
* The star command by itself will lock and unlock the keypad. If keypad is locked press this key to cycle the lock off and vice versa.

Test or Blow Questions

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What should I do before taking a test?

  1. You should drink WATER prior to each and every breath test. This eliminates breath contaminants. Please be sure the water is no longer in your mouth before you provide the sample, to prevent a buildup of moisture within the device.
  2. Do not use a breath freshening agent such as mouthwash or breath spray, as most of these items contain a high level of alcohol.
  3. Always take a DEEP BREATH immediately before taking a test.

What are the various test results, and what do they mean?

After you provide a breath test, one of four things will happen:

  1. The screen displays PASS, due to no alcohol detection. You can start your vehicle with a PASS.
  2. The screen displays WARN, due to low alcohol detection. You can start your vehicle with a WARN.
  3. The screen displays FAIL due to alcohol detection. You cannot start your vehicle with a FAIL.
  4. The screen displays VIOL(ation), due to high alcohol detection. You cannot start your vehicle with a VIOL.

What substances can cause fails on the device?

The device installed in your vehicle uses an alcohol specific fuel sensor. There are many items that you may be using daily that can contain alcohol. Such common items often include perfume/cologne, mouthwash, windshield washer fluid, various chemicals, etc. Please be sure that these strong substances are not near the device when you are providing a sample, as you may have just inhaled them, and are about to blow them directly into the device. Also, be aware that even though you may have used cologne or perfume and you can no longer smell it, this does not mean that it is no longer able to affect the device, as you likely have simply gotten used to the scent, and do not realize it is still present.

In the event you register a fail or any other type of violation when using the device, it is highly recommended that you complete an occurrence report, explaining the circumstances surrounding the failed sample. These occurrence reports are directly viewable by your monitoring authority, and they allow you to communicate the reason for your fail directly to them.

You can enter an occurrence report on the Manage Your Account section of our website.

If I provide a sample that results in a warn/fail, should I try again or leave the vehicle?

In the event of a failed test (other than a PASS) you must take a follow-up test as soon as the IID signals that it is ready for another test. Failing to do so, may result in extensions to your program depending on your jurisdiction.

What should I do to minimize failed tests due to potential contaminants?

You should rinse your mouth out with water prior to each test in order to minimize the chance of a failed test due to “mouth alcohol”. Additionally, if you do record a fail on your device and believe it is due to an outside source, you should air out your vehicle while you are rinsing your mouth with water and ensure you pass the next available test.

What do I do if I did not pass the breath sample?

When you blow an ABORT** or a FAIL, you must take and pass another breath test before your vehicle will start. After blowing a FAIL, the screen displays FAIL, cycles back to WAIT ##, and then BLOW.
Reasons for an ABORT are as follows:

  • Hum Stronger – Unit is unable to detect a hum tone – Tester is not humming loud enough or too late;
  • Blow Softer – Unit is detecting to much air pressure – Tester is blowing too hard and should reduce air pressure provided;
  • Blow Longer – Unit is not detecting enough air pressure – Tester will need to increase air flow or continue to blow for the entire length of the test;
  • Don’t Inhale – Unit is detecting air flow going the opposite way in the unit, normally appears when a tester blows right before the unit actually displays “blow” or if the tester is inhaling too close to the mouthpiece;
  • Mouth Closer – Unit is not seated properly for the proximity sensor, please make sure your mouth is fully on the mouthpiece and the handset is not an at angle;
  • Please Retry – Unit has excess moisture built up inside due to constant blowing or testing, can also appear if vent located behind the 20/30™ Series Head Unit is obstructed – Tester will need to allow time for the unit to remove excess moisture and/or remove what is covering the vent.
** An aborted test is not a violation. Simply retake the test once the screen displays the word BLOW again.

What happens if I miss a rolling test (retest during travel)?

A skipped rolling test (IID requests a BLOW while driving) will activate a countdown timer that will cause the IID to enter a Lockout state in the pre-defined grace period for your jurisdiction unless it is brought to a service location and reset. During this reset, a violation fee will be charged during the violation reset appointment. If your grace period expires, you will need an unlock code to get to the service location, which will be at an additional cost. Unlock codes require you to be in the vehicle.

Do I need to complete a rolling test if I am at my destination?

Before shutting off the engine, you should always check to make sure the IID is not requesting a test. If a test has been requested, you must successfully complete it before leaving the vehicle. If the vehicle is shut off during the test, you can still complete it, but it may reduce the time you have to do so, and the device will beep more rapidly to signal that the test time is running out.

Do other drivers of the vehicle need to complete rolling tests?

Whenever a retest is signaled, Interlock Program Participants and any other driver of a vehicle equipped with an Ignition Interlock device (IID) must complete the test successfully. Please be advised that the vehicle’s horn will sound once the retest timer has reached the halfway point of the required time to complete the test.

Program Questions

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Do I need to be present for my installation?

You do need to be present for your installation, as there will be documentation sign, as well as training that needs to be completed. Not being present for your installation will result in a cancellation of the appointment, as well as a cancellation fee being applied to your account.

What do I do if I have a LEASED vehicle or one that is not registered to ME?

You need to have the REGISTERED OWNER of the vehicle specifically allow the installation using our ‘Permission to Install’ form on our Required Documents webpage BEFORE your appointment. You will be turned away from the appointment without a completed and signed form and may be charged a missed appointment fee.

Can a Dealer Plate be used for my installation?

Yes, Dealer Plates can be used for installation along with a bill of sale to show proof of ownership. If the bill of sale is not in the client’s name, a permission to install form is required.

PAYMENT TYPES: Debit, Visa or Mastercard.

Few locations do accept Cash, however most do not. To be safe, use Debit, Visa or Mastercard. You may also purchase a pre-paid Visa card at most gas stations and pay with that too. If you are unable to pay the full amount at the time of installation or service, you will be turned away from the appointment and may be charged a missed appointment fee.

What happens if I’m LATE to my appointment? If I miss some of my PAPERWORK? What about if I am unable to PAY?

Please think of your appointments the way you would for a Dentist appointment, it’s very much time-slot appointments. If you miss your time-slot, do not bring the required amount of currency/card or do not have required documentation before your appointment, someone else is in the next slot and you will be required to re-book the appointment and a missed appointment fee will be applied to your account. Please check our required documents page for the necessary documents.

What are the Vehicle Requirements for Installation?

Most vehicles can be installed by Smart Start Canada Certified Technicians, however, please make sure your vehicle is:

  1. Electrically Sound. It must not be dangerous or have missing or bare wires. You NEED a good battery and alternator to make sure you have no issues throughout the program.
  2. Safe to Operate. It must be drivable with safety equipment (hazard lights, etc.) in working order.
  3. Clean. Our technicians will need to get in-and-around the interior of your vehicle. If your vehicle is a biohazard, it will be turned away.
  4. A working Odometer. This is a requirement of insurable vehicles, and we require it as well.

TRANSFER? What if I want to change vehicles, say I sold or replaced mine?

No problem! We’re here to help. You MUST bring both vehicles to your previously booked TRANSFER appointment. You can book it from the Manage Your Account page (click on ‘Schedule an Appointment’ at the top of that page, and choose Transfer and fill out the rest of the form) or by calling in. There is a fee for this but it’s less then a Removal and an Installation.
If both vehicles cannot be brought in to the shop at the same time, you will have to pay for a removal and then pay for a new installation in the new vehicle. This does cost more money than a transfer, but you’re free to choose.

What are the different kinds of lockouts and what do they mean?

Per jurisdictional requirements the device can trigger a lockout for several reasons. The grace period leading up to the permanent lockout will differ from one jurisdiction to another. The different types of lockouts are listed below.

  1. Temporary Lockout – This happens when a pre-set number of aborted tests is registered by the device. This can happen before you start your vehicle OR after you start the vehicle. During the temporary lockout, the device will not allow you to re-test. Use this time to drink water, take some deep breaths, and air out the vehicle. Test again when the device resets. During the temporary lockout, the handset should not be disconnected.
  2. Restricted Drive-Time Lockout – Indicated by RESTRICTED DRIVE TIME displayed on the screen. This only occurs if the unit is programmed with restricted driving times as ordered by the monitoring authority. During the restricted lockout time, the device will not allow you to take a test or start your vehicle.
  3. Service Lockout– Indicated by SRVC / L ### displayed on the screen. This is the number of hours remaining before the device shuts down due to missing your service date. Once the device displays LOCKOUT SRVC, you will no longer be allowed to take a test. You will then have to call Smart Start to obtain an Unlock Code (You will need to be in your vehicle to receive an unlock code). There will be an additional fee for this code, which will be charged at your next appointment.
    ** Do not ignore the service warning grace period **
  4. Violation Lockout – Indicated by LOCKOUT VIOL displayed on the screen. The jurisdictional monitoring authority requires every user to return to their provider if a defined number/type of violation is logged by the device. A violation can be caused by any of the following:
    1. A BAC Fail
    2. Missing a rolling test
    3. Starting the vehicle without passing a test
    4. Disconnecting the head while the device is turned on
    5. Losing power to the device for a specified period of time
    6. Leaving the key on the ignition position without taking a test for 4-6 minutes
    ***The screen displays the number of violations left when you press #3 on the keypad of your handset.
The number of accrued violations is reset at every service. If the allowable violations limit is reached before the next scheduled service, the device will display,”ViolLck xxhr”.
The “XX” represents the number of hours before permanent lockout. Once the device displays LOCKOUT VIOL, you will no longer be allowed to take a test.
You will then have to call Smart Start to obtain an Unlock Code (You will need to be in your vehicle to receive an unlock code). There will be an additional fee for this code, which will be charged at your next appointment.

Are there any repercussions to abusive or threatening behaviour?

Smart Start Canada has a zero-tolerance policy for abusive, or threatening behavior directed toward Smart Start Canada’s staff or authorized Service Centers. Displaying this behavior may result in revocation from the program. This applies not only to the client on the program, but also to individuals that are associated with the client on the program, whether they are at a service location in person, or contacting the call centre on the client’s behalf.

Can someone else blow into the device while I am driving?

If you are the driver of the vehicle, letting someone else take a test for you is a program violation, and therefore is not acceptable. If someone other than the client is driving the vehicle, someone else can blow into the device, as that driver does not have a restriction on their license requiring them to use an interlock device.

Can I take the vehicle out of the Province/Country with the ignition interlock installed?

Yes, you can drive the vehicle out of Province and the Country, however you cannot receive service in another country so you will need to return to a Smart Start Canada location for service. You are able to receive service in other provinces within Canada. British Columbia clients cannot receive service outside of B.C. In Ontario, you must get MTO permission before servicing in other provinces for all non-voluntary customers.

What does Loss Protection Plan (LPP) Cover?

The Loss Protection Plan or LPP will cover the replacement cost of the Equipment if it is damaged, destroyed or stolen in circumstances not involving willfulness or negligence on the part of the client or anyone for whom the client is legally responsible.

How do I find out my release date?

Smart Start Canada can provide your current release date; however, the monitoring authority may update it at any time.

What do I do if I am in an accident or device is lost/stolen or damaged?

Please go to Manage Your Account and submit an ‘I was in an accident’ form and collections will contact you within 24 hours. You can also call into the Call Centre to report.

My license has been revoked/prohibited/suspended for a few months; do I need to remove the interlock device?

The interlock device does not need to be removed during a revoke/prohibition/suspension period, however keeping the device installed does not give you the right to drive and your time will not count towards the program while the interlock is installed during a revoke/prohibition/suspension period.

Do I need to be present for ALL appointments?

Clients do need to be present for their install appointment. In Alberta, Saskatchewan and Manitoba other drivers can take the vehicle in for service/removal. British Columbia requires the client to be present at all appointments.

How long is an appointment?

The average install/transfer appointment is 2 to 3 hours and average calibration appointment is 15-30 minutes. The average removal appointment is 1 hour.

Will I be extended longer on the program if I receive a violation?

Program extensions are decided by the Monitoring Authority, Smart Start cannot determine if an extension will occur or not.

What is an occurrence report and when should I complete one?

In the event you register a fail or any other type of violation when using the device, it is highly recommended that you complete an occurrence report, explaining the circumstances surrounding the failed sample. These occurrence reports are directly viewable by your monitoring authority, and allows you to communicate the reason for your fail directly to them.

You can enter an occurrence report on the Manage Your Account section of our website.

Can I obtain an unlock code without calling the call centre?

There is an option on the automated system when calling (844) 432-4776 to obtain an unlock code without speaking to an agent. If you require more than 1 unlock code in a violation or calibration period, you will need to speak to an agent.

Can Smart Idle be added to my account remotely?

Smart idle cannot be added to your account remotely, if you call to add the feature in the middle of a calibration period, the device will be updated at your next appointment.

Can the shop phone numbers be provided?

No, we do not provide shop phone numbers to clients. All communications must be made through our call centre.

Can my violation be reset remotely?

No, the driver, the device and vehicle need to be present at the shop location for a violation to be cleared on the device.

What is a calibration?

The monthly/bi-monthly service on the interlock device.

My vehicle is going into the shop, what do I need to do?

Contact Smart Start when you are taking the vehicle in for service. Inform the mechanic or shop they need to contact Smart Start for the bypass procedure. Once you pick up the vehicle, if there is a violation on the device please contact Smart Start to schedule a reset appointment. Once the violation is cleared on the device and paid for, submit a refund request online with a copy of the mechanic receipt. The violation does need to paid for at the time of service, if it is determined after the refund request is submitted and reviewed the violation was caused by the mechanic and all steps were followed, the violation fee will be refunded back to your account.

In the event you register a fail or any other type of violation when using the device, it is highly recommended that you complete an occurrence report, explaining the circumstances surrounding the failed sample. These occurrence reports are directly viewable by your monitoring authority, and allows you to communicate the reason for your fail directly to them.

You can enter an occurrence report on the Manage Your Account section of our website.

How do I file a complaint against a Smart Start Representative or Employee?

Please visit the Contact Us page on our website and click the Customer Experience button on that page to allow you to fill out our online form. Please provide as much information regarding the experience. Our Quality Control Manager will be in contact within 2 business days.

What does the +/* mean on the handset?

The * indicates engine running, + indicates motion recently detected.

Contact Us Today

Western/Central Canada: (844) 432-4776

Province of Québec: (844) 282-8300