Support & FAQs
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FAQs
openpilot
comma openpilot is an open source driver-assistance system. Currently, openpilot performs the functions of Adaptive Cruise Control (ACC) and Automated Lane Centering (ALC) for compatible vehicles. It performs similarly to Tesla Autopilot and GM Super Cruise. openpilot can steer, accelerate, and brake automatically for other vehicles within its lane. Check it out on GitHub.
In order to enforce driver alertness, openpilot includes a camera based Driver Monitoring (DM) system that alerts the driver when distracted or asleep. However, even with an attentive driver, we must make further efforts for the system to be safe. We have designed openpilot with two other safety considerations:
- The driver must always be capable to immediately retake manual control of the vehicle, by stepping on either pedal or by pressing the cancel button.
- The vehicle must not alter its trajectory too quickly for the driver to safely react. This means that while the system is engaged, the actuators are constrained to operate within reasonable limits.
openpilot Automated Lane Centering (ALC) system does not automatically drive the vehicle or reduce the amount of attention that must be paid to the area in front of the vehicle. The driver must always keep control of the steering wheel and be ready to correct the ALC system action at all times.
Many factors can impact the performance of openpilot ALC, causing it to be unable to function as intended. These include, but are not limited to:
- Poor visibility (heavy rain, snow, fog, etc.) or weather conditions are interfering with sensor operation.
- The road facing camera is obstructed, covered or damaged by mud, ice, snow, etc.
- Obstruction caused by applying excessive paint or adhesive products (such as wraps, stickers, rubber coating, etc.) onto the vehicle.
- The device is mounted incorrectly.
- When in sharp curves, like on-off ramps, intersections etc...; openpilot is designed to be limited in the amount of steering torque it can produce.
- In the presence of restricted lanes or construction zones.
- When driving on highly banked roads or in presence of strong cross-wind.
- Extremely hot or cold temperatures.
- Bright light (due to oncoming headlights, direct sunlight, etc.)
- Driving on hills, narrow, or winding roads.
The list above does not represent an exhaustive list of situations that may interfere with proper operation of openpilot components. It is the driver's responsibility to be in control of the vehicle at all times.
openpilot Adaptive Cruise Control (ACC) is not a system that allows careless or inattentive driving. It is still necessary for the driver to pay close attention to the vehicle’s surroundings and to be ready to re-take control of the gas and the brake at all times.
Many factors can impact the performance of openpilot ACC, causing it to be unable to function as intended. These include, but are not limited to:
- Poor visibility (heavy rain, snow, fog, etc.) or weather conditions are interfering with sensor operation.
- The road facing camera or radar are obstructed, covered, or damaged by mud, ice, snow, etc.
- Obstruction caused by applying excessive paint or adhesive products (such as wraps, stickers, rubber coating, etc.) onto the vehicle.
- The device is mounted incorrectly.
- Approaching a toll booth.
- When driving on roads with pedestrians, cyclists, etc...
- In presence of traffic signs or stop lights, which are not detected by openpilot at this time.
- When the posted speed limit is below the user selected set speed. openpilot does not detect speed limits at this time.
- In presence of vehicles in the same lane that are not moving.
- When abrupt braking maneuvers are required. openpilot is designed to be limited in the amount of deceleration and acceleration that it can produce.
- When surrounding vehicles perform close cut-ins from neighbor lanes.
- Driving on hills, narrow, or winding roads.
- Extremely hot or cold temperatures.
- Bright light (due to oncoming headlights, direct sunlight, etc.)
- Interference from other equipment that generates ultrasonic waves.
The list above does not represent an exhaustive list of situations that may interfere with proper operation of openpilot components. It is the driver's responsibility to be in control of the vehicle at all times.
When openpilot is enabled in settings, Lane Keep Assist (LKAS), and Automated Lane Centering (ALC) are replaced by openpilot lateral control and only function when openpilot is engaged. Lane Departure Warning (LDW) works whether engaged or disengaged.
On certain cars, Adaptive Cruise Control (ACC) is replaced by openpilot longitudinal control.
openpilot preserves any other vehicle safety features, including, but are not limited to: AEB, auto high-beam, blind spot warning, and side collision warning.
If your car is on the list of supported cars, openpilot will automatically recognize the model of your car by performing a scan of relevant ECU firmware versions present in your car. The presence of certain ECU firmware versions is an indication of the model year, car brand, car model, and trim.
If your car isn’t recognized as supported, your device will fall back to a dashcam only mode, preserving the stock functionalities and the user will receive a notification on the screen.
The comma 3X can only run openpilot 0.9.4 and above. Running earlier versions requires making modifications to the software so that a newer AGNOS is installed.
If you face issues after installing an older version of openpilot, you can re-flash AGNOS on your device by following the instructions at flash.comma.ai.
A fingerprint is the method openpilot uses to determine which vehicle it is connected to.
Current methods use vehicle ECU firmware logging. openpilot will fingerprint the vehicle on each start up.
If openpilot detects a firmware version not previously logged, it will need to be added to the codebase. Guides on adding new firmware can be found here.
comma connect and prime
Sign up for prime in comma connect. With a purchase of a comma 3X, you get a free month of comma prime, in which you can cancel at any time. After that, you will be charged $24 a month (domestic only).
The free prime offer must be claimed within 30 days of purchase and a credit card must be provided.
Live outside the United States? You can still sign up for prime lite by bringing your own active SIM card. comma prime data service is available in the United States and Puerto Rico only.
connect (connect.comma.ai) is a dashboard of your recent drives.
Your drives are accessible for 3 days (or 1 year with a comma prime subscription).
connect provides other features such as battery voltage, snapshot, and navigation guidance.
With prime ($24/mo), domestic data is included.
With prime lite ($10/mo), you must also provide your own SIM card with an active data connection.
Note: your own SIM may require configuration to work with your comma device. We do not offer troubleshooting for third party data service.
We've made the Refund Policy as straightforward as we can, no hidden clauses and no fine print.
- You may cancel your subscription by selecting the "Cancel subscription" option on connect.comma.ai in the settings cog -> "Prime Settings". You can do this at any time without incurring a cancellation fee. Upon canceling your comma prime membership, no further fees will be charged.
- If you have a free trial period, we will charge your credit card with the monthly subscription fee at the end of the trial period.
- We will continue to charge your credit card account on a monthly basis until you cancel your subscription. For example, if you joined on April 5 your credit card will be charged on May 5; June 5; July 5; and so on until you cancel your subscription.
- Your cancellation takes effect immediately. Your last paid monthly fee will be pro-rated and returned as credit on your account.
- You can sign back up at any time.
We do not offer support for setting up third party cellular service. Note that lack of third party cellular connectivity, by itself, is not indicative of malfunctioning hardware as each carrier needs to be carefully configured to function properly. If you are not prepared to configure your SIM card to work with the device, we recommend prime over prime lite.
Some common issues include:- The APN is not set correctly on the device.
- The device isn't whitelisted with your carrier.
- The SIM card's service isn't active.
comma devices
The comma shop is the only official retailer of comma devices (the comma two, comma three, and comma 3X). The comma shop accepts all major credit cards. We offer free shipping in the US and $30 flat rate international shipping.
Buy the comma 3X here.
Congratulations! Get started by watching the Installation Guide on our setup page. We find on average the installation process takes 15-30 minutes.
If you encounter an issue, we recommend you join our Discord where hundreds of active users are available to help troubleshoot.
You can cancel your order for a full refund up until it ships through your order page.
We recommend the mount be centered on the windshield below the trim (see pictures in the Installation Guide). Be sure to leave enough room to remove the trim in the future. First, clean the windshield with the included alcohol wipe. Ensure the top of the mount is fully visible from the driver’s seat. Adhere mount: peel off the 3M tape’s cover on the mount. Press firmly in the center of the mount, then the edges to ensure no bubbles form.
Let the mount cure: the mount must cure for 48 hours before installing the comma device. Skipping this step will compromise the integrity of the mount.
The 3X mount may be difficult to slide onto the device before it’s installed on the windshield. This is expected and will be easier to do once the mount is installed and fully cured. Some force may be necessary to initially slide the device on the mount. Before applying any force, ensure the device mount is parallel to the mount on the windshield so it will slide in correctly.
IT IS THE USER’S RESPONSIBILITY TO MOUNT THE DEVICE IN COMPLIANCE WITH ALL APPLICABLE LAWS AND ORDINANCES.
From the FTC website: "Simply using an aftermarket or recycled part does not void your warranty. The Magnuson-Moss Warranty Act makes it illegal for companies to void your warranty or deny coverage under the warranty simply because you used an aftermarket or recycled part."
https://www.consumer.ftc.gov/articles/0138-auto-warranties-routine-maintenance
Contact your insurance provider directly; insurance coverage is between the user and their insurance provider. comma hardware users have been able to get coverage and discuss this on Reddit here.
Insurance companies are beginning to understand the safety benefits of ADAS and LKAS systems like openpilot and we have not heard of any providers rejecting coverage to comma hardware users.
comma body
comma body is “the future of people.” You buy a comma body, buy a comma 3X (the head), attach the comma 3X to the body, and watch it come to life.
We believe that in order to solve AI, for most people’s definition, you must be embedded in the real world. We define AI as a machine that can do every task at least as well as a human. And in order to do human tasks, it helps a lot to have a human like body. The comma body is the beginning of that journey.
Today it’s a mobile platform for the comma 3X, but we will be building a knee and arms for it. Like everything we do, we try to distill the problem down to its essence, so unlike some companies, we aren’t focused on the humanoid shape. Wheels are a fine form of locomotion for cooking and cleaning, the dream tasks of the comma body. Two arms, a knee, and a comma 3X should complete a comma person (sold separately, knee and arm coming in 2023).
The comma body runs openpilot! From openpilot's perspective, the comma body is a car. It runs the same camera and logging software, so we'll be able to learn from the fleet of bodies in the same way we learn from our fleet of cars.
At launch, the software will balance the body (using the same localizer as the car!) and allow you to drive it around via web interface. Shortly we’ll add video streaming to that web interface, allowing you to drive your body outside line of sight. We’d also like to add a VR app to drive the body from a first person view, this will be needed by the time we ship the arms.
Once we start getting data back from our body fleet, we can train models. The first model we will train (jointly with the driving model!) is a posenet, allowing inside out position tracking. When this model is shipped, the localizer will change from 3-DoF to 6-DoF. And once the dead reckoning is similar quality to what we have on the cars, adding a SLAM system will be very simple to allow drift free localization in your environment.
Money-back trial
Every vehicle is a little different and the experience can be hard to describe which is why we offer this trial. If you don’t love the comma 3X, you can return it for a full refund–no questions asked.
Our comma shop return policy applies: you have 30 calendar days to return the 3X from the date you received it. We offer return labels for $9.99 which will be deducted from your return (US only). All refunds must be initiated through comma.ai/returns
Yes, we do not offer free trials. If you decide to return your comma 3X, you will be refunded the full cost of the unit (minus $9.99 if you use a comma return shipping label).
If you finance a comma 3X through Affirm checkout and wish to return within 30 days, Affirm will refund your installments, minus any applicable interest fees, after your comma 3X is shipped back and the return is processed by comma.
Yes. We ask that you get your return device in the mail within 30 days of receiving it.
The buyer is responsible for international shipping costs to return a device for trial returns (and warranty returns). Please use tracking and insurance as we are not responsible for lost or stolen packages. Return information is provided by email after initiating a return at comma.ai/returns.
Shop
To cancel your order: open your order confirmation email and click "View Your Order"; you will see the option to cancel on your order page. You can cancel your order for a full refund up until it ships.
An order cannot be modified; please cancel your order and make a new, correct order.
Occasionally, we will ship immediately, on the weekend, or during a holiday, so we cannot always guarantee that you or us can catch your order early enough to cancel or modify it.
Domestic shipping only: if you ordered to the wrong address, please open a support ticket at comma.ai/support and we will do our best to recall the device to the comma warehouse and refund you once it has returned (can take 7-10+ days). We recommend you make a new purchase once we confirm the device has been recalled.
For international shipping, we do not have the ability to recall the device. Please open a ticket at comma.ai/support and we will do what we can to resolve the issue, but ultimately the customer is responsible for providing a correct delivery address.
We offer a 10% discount on products with the purchase of 10+ (excluding parts). This discount will automatically be applied in the cart. No code necessary.
If the discount is not automatically applied, please contact support for assistance.
The comma shop is the official and only retailer of comma devices. comma does not sell devices in any other stores online.
We recommend verifying that your car is supported at comma.ai/vehicles. All support is for US cars unless specified otherwise.
Our prices do not include customs duties and taxes that may apply when shipping to your country. Taxes and duties are now between you and your government. Our shop used to collect duties in advance and we have returned to a system where the customer is responsible for these duties. These charges are typically determined by your local customs authority and are your responsibility to pay. The fees often range from $150-350 for a 3X and harness, but they can be more depending on your government. The 3X HS Code is 8525.81. If you refuse to pay these fees, comma is forced to cover them to receive the device back and they will be subtracted from the cost of your return refund.
Non-Refundable Duties and Taxes: Please be aware that our store does not refund customs duties or taxes on international orders. These costs are paid directly to your government and are not recoverable through our store. You may be eligible for a duty refund directly from your local customs office, but this is subject to their policies. A link to your invoice is in your order confirmation email. We may be able to provide you with additional paperwork needed to retrieve these fees from your government by opening a support ticket.
Please carefully check that your mailing address is correct before placing an order as it is not possible to change or correct the address once your order has been placed. We are not responsible for devices delivered to incorrect addresses.
Shipping & Returns
If you are within 30 days of your order delivery, you can request a refund at comma.ai/returns.
If you purchased in the US, a USPS domestic return shipping label can be emailed to you when you request your refund. A $9.99 fee will be deducted from your refund for using the prepaid shipping label. If you do not use the label you will not be charged for it. If you choose to not use the prepaid label provided by us or are an international return, ship the items pre-paid and with tracking.
You will receive a confirmation email when your return has been processed. Please be patient as it can take 2-5 business days to process the return.
Original packaging for return is not required but we are not responsible for devices damaged due to poor packaging. If you are reusing a box, please remove or cover all barcodes and existing labels.
The buyer is responsible for international shipping costs to return a device for both 30 day returns and warranty returns. comma covers the costs of sending a repair/replacement device. Replacement devices are given a value of $1 (buyer is always responsible for all taxes and duties).
Please use tracking and insurance as we are not responsible for lost or stolen packages. Instructions on how to return your device will be provided after you request a return at comma.ai/returns.
TL;DR: Average of 5-10 days unless expedited
Purchases made after 7:00 AM PT will go out on the next business day. All 3X devices require signature with delivery. 3X shipping is via UPS ground and we now offer UPS 2nd Day Air depending on your location (please see the question: How does 2-day shipping work?); we ship a mix of USPS Priority 2-3 day and USPS first class for accessories and parts. If you place an order on a Tuesday, you can expect it to arrive the following Tuesday-Thursday. You will receive an email with your tracking information when your order ships. Please wait a day or two for the tracking to become active. International shipping times can vary widely, so please be patient, but most international orders are delivered within a week. All shipping information is subject to change at any time. If you do not see your order ship within a few business days please check your email for correspondence from us (might be stock issues, address corrections, or fraud verifications).
To cancel your order: open your order confirmation email and click "View Your Order"; you will see the option to cancel on your order page. You can cancel your order for a full refund up until it ships.
An order cannot be modified; if you need to make a change, please cancel your order and make a new, correct order.
Occasionally, we will ship immediately, on the weekend, or during a holiday, so we cannot always guarantee that you or us can catch your order early enough to cancel or modify it.
Shipping is free for US addresses including Alaska, Hawaii, and US Territories. We are now offering UPS 2nd Day Air for $25.
International shipping is flat rate via UPS and costs $30. Note that international shipping times can vary widely, so please be patient.
Please see other FAQ questions for more information about shipping domestically and internationally.
If you are dissatisfied with your purchase at the comma.ai shop, you have 30 calendar days to return it from the date you received it. We offer return labels for $9.99 which will be deducted from your return (US only). All refunds must be initiated through comma.ai/returns.
Please note that we reserve the right to cancel orders of customers that have made returns within 6 months of their newest purchase.
For those that return a device while having multiple orders with an eligible return window, we will refund you the lowest price you paid for all eligible devices. If all open orders are returned, a complete refund will be made.
There are some items that are ineligible for return, including:- Parts
- Repairs
- Items marked as “Final Sale”
Only items that have been purchased directly from the comma shop can be returned to the comma shop. We are not responsible for devices damaged due to poor packaging or lost without a tracking number.
Hardware Troubleshooting & Failures
It is our policy for a comma engineer to root cause every hardware issue, for both our understanding of any hardware failures and to provide you with the best experience. A route on the latest stock openpilot is necessary before a ticket is sent to an engineer for review. Any ticket with a route from third party software will be closed with a request for a new ticket with a stock route.
We cannot review logs from third party software for several reasons, including:- your issue may be directly caused by the third party software
- the third party software may not be up to date with the latest openpilot
- the third party software lacks the necessary logging for an engineer to review the issue
All comma 3Xs (shipped in the US) come with a SIM card. The SIM slot is a push/pull mechanism, where you must push on the card to release it and then guide it out.
Make sure your SIM is inserted correctly by following the step-by-step guide below:
How to replace the SIM card in a comma 3X- With the comma 3X off and unplugged, tap/push the SIM card with the big SIM card, credit card, or other narrow hard object to release the SIM (you will hear a click).
- Gently pull the SIM card from the SIM slot (try tweezers)
- Push the SIM card into the SIM slot (with the metal contacts facing downwards) with your fingernail or plastic card until you hear a click or reach resistance. If you've done this step correctly, the SIM card should stay completely recessed inside the comma 3X.
We recommend you clean the camera lenses with a microfiber cloth before using the comma 3X again.
How to activate the new SIM cardOnce your new SIM card is installed, your comma 3X will need to connect to Wi-Fi to activate the SIM card. Best ways to get your comma 3X online: hotspot from your phone, bring your car somewhere with Wi-Fi or connect your comma 3X to a USB charger in a place with Wi-Fi. Your comma 3X requires about 5 minutes of Wi-Fi connection and then can take up to 30 minutes to activate and might require a reboot. You will know the activation started when the device displays "CONNECT ONLINE".
After the next reboot, your SIM card should connect to the internet and you should have prime again!
comma three has supercapacitors. When unplugged, allow them to fully drain for 30 seconds before plugging the device back in.
Still nothing? Reflash AGNOS.
If your device is out of warranty, we provide a flat rate repair option of $500 for most issues. Please open a support ticket at comma.ai/support for next steps. Alternatively, we have a parts shop here for DIY fixes at your own risk.
Reset the comma 3/3X by repeatedly tapping on the screen as soon as the device boots up. After that, the factory reset screen will come up.
If this does not work, a more complete factory reset can be performed at flash.comma.ai.
Other
The comma two and comma three are no longer offered for sale, and have been removed from the shop. The comma 3X is our latest hardware offering and can be purchased here.
Customers with a comma three continue to be covered under our 1 year warranty policy.
We don't really know what that means. We offer wholesale pricing and these services.
Car companies: How to work with us?
comma support can be reached by opening a ticket via comma.ai/support. Our support email inbox is not monitored. The only way to contact support at this time is via this form. We do not offer phone support at this time.
All hardware warranty claims are first diagnosed via email support and then repaired at our manufacturing facility. Please keep in mind that many things that seem like comma 3X hardware issues are often actually software related.
comma support is for comma shop order and warranty related issues. Our inbox is not monitored; please open a support ticket on our comma.ai/support and provide the requested information.
For car compatibility questions please see comma.ai/vehicles. Don’t see your car, then it’s probably not supported.
comma does not provide support for openpilot. We recommend the community Discord or open an issue on openpilot’s GitHub.