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FAQs

openpilot

What is 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:

  1. 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.
  2. 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.

How does openpilot work?

openpilot works by connecting to your car's CAN network. Most modern cars accept electronic steering, gas, and brake commands to allow for ADAS features. openpilot can use these commands to provide much better ADAS features than the car manufacturers can provide.

Is my car compatible with openpilot?

A complete list of compatible vehicles can be found on our Compatibility page.

What should I buy to run openpilot in my car?

After verifying that your car is compatible, we recommend purchasing a comma device in our shop. Don't forget to purchase a car harness to connect it to your vehicle. Add to cart, check out, and you’re good to go!

Do I have to pay attention?

Yes, the driver must always be able to immediately retake manual control of the vehicle, by stepping on the brake pedal or by pressing the cancel button. When openpilot is engaged, a driver monitoring system actively tracks driver awareness to help prevent distractions. The openpilot system disengages if you are distracted. Drivers must keep their eyes on the road at all times and be ready to take control of the car.

What is the openpilot safety model?

More info about the openpilot safety model can be found here.

What are the limitations of openpilot Automated Lane Centering?

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.

What are the limitations of openpilot Adaptive Cruise Control?

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.

Do I retain my car factory safety features with openpilot installed?

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.

Does openpilot support manual transmission cars (with the driver shifting)?

On certain cars, manual transmissions are supported if they have the packages listed in the compatibility table. If you’d like to learn more, join us on Discord, where some of our members are supporting manual cars.

How does openpilot recognize the car model it is connected to?

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.

How do I update openpilot?

All software updates are received over-the-air (OTA). openpilot will automatically check for updates when connected to the internet. Your device will notify you on the screen when an update is available and prompt you to reboot the device to complete the update.You may also manually check for updates in the settings, under the "software" tab.

Will all versions of openpilot work with my comma device?

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.

Does openpilot work at all speeds?

Supported speeds vary depending on the car. Please reference the supported car list for vehicle specific speed limitations. Maximum speed is the same as the maximum speed that stock ACC can be set to (car dependent) with a hard limit at ~92mph.

Does openpilot work outside of the United States of America?

Yes, openpilot is not region locked and can be used in any country. You are responsible for complying with local laws and regulations.

What is a fingerprint?

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.

Where is my dongle ID?

The dongle ID of your device can be found in Settings of the device in the Device tab.

How do I leave feedback for openpilot?

Feedback, good or bad, can be given in the #openpilot-experience channel on our community Discord.

comma connect and prime

How do I claim the free prime offer?

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.

What is connect?

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.

What is the difference between prime and prime lite?

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.

How do I transfer a prime subscription to a new device?

We aren't able to transfer comma prime subscriptions between devices. To do so, you must cancel your existing prime subscription through connect.comma.ai and sign up with the new device.

How do I cancel comma prime?

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.

I installed my own SIM card, but it's not working.

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.

How do I switch between prime and prime lite?

Currently, this requires cancelling your current subscription and resubscribing at the new tier. Since the subscription is pro-rated, the cancellation happens immediately, and you can resubscribe immediately. Your stored drives from the original subscription are not guaranteed to persist after this process.

comma devices

How and where do I buy a comma device?

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.

I ordered a comma device! Now what?

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 community 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.

Does installing a comma device require permanent modifications to the car?

Installing a comma device does not require any permanent modifications to your car. With the car harness, most car trims remain in place.

How do I mount my comma device?

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.

Will installing a comma device void my warranty?

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

Will my insurance cover my car with a comma device installed?

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.

I am upgrading from a comma two to a comma 3/3X do I need to order another harness?

No, existing comma harnesses work with these devices.

comma body

What is the 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).

What software does it run?

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

What is the 30-day 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

Do I have to pay for the comma 3X first before I try it?

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.

When does the 30-day money-back trial start?

The 30-day money-back trial starts the day your comma 3X is delivered. (Signature confirmation required for delivery.) If you do decide to return your device, we ask that you get the return device in the mail within 30 days of receiving it.

How do I return my comma 3X?

To return your device, please request a refund at: comma.ai/returns. A return label (or return instructions if not in the US) will be automatically sent to you.

Are international orders eligible for the trial?

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

I would like to match a price change.

We do not offer price matching. See our return policy details for more information below.

Do you sell parts?

We do our best to offer replacement parts for your comma two, three, and 3X. Please check out our shop for our current offering.

Is the 1-year hardware warranty transferable?

Yes. Hardware in the comma shop comes with a 1 year limited warranty against defects. If you have a device that was not purchased from the comma shop, the 1 year warranty does transfer, but you must provide the original order number and email address associated with the device. We cannot provide this information for you.

How do I cancel or modify my order?

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.

I got an email saying my order was marked as fraud?

Our payment processor will occasionally flag an order for suspicious activity and when this happens our support team will reach out to you and request more information from an official comma email address. If you have purchased UPS 2nd Day Air shipping, it will go out with this speed as soon as the order is verified. If we do not hear back within 2 weeks, we may cancel your order.

I ordered to the wrong address, now what?

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.

Do you have wholesale and discounted bulk pricing?

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.

Do you offer any discounts (Military, Senior, etc)?

We do not offer discounts for specific groups.

Do you offer any upgrades or trade-in discounts for the comma two or three?

We are not offering an upgrade or trade-in discount.

What do I need to know before making an international order?

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.

I would like to place an order outside of your online store.

All orders must be made through our shop except those over $10,000 can be made via purchase order and wire. Please open a support ticket with a detailed list of items you would like to purchase (or a PO) and we will send you next steps.

Shipping & Returns

How do I make a return?

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.

Can I exchange my order?

We are unable to offer exchanges of any kind at this time. We request that if you have an issue you make a return via comma.ai/returns.

How do international returns work?

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.

When will I receive my order?

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 3/3X 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).

How does 2-day shipping work?

Purchases made after 7:00 AM PT will go out on the next business day. If you place an order after 7:00 AM PT on Friday, your order will be picked up on Monday and you can expect it to arrive on Wednesday. We use UPS and depending on your location they may or may not offer delivery on Saturday. We are not responsible for 2nd Day Air not arriving on Saturdays. If an item is out of stock, we will still ship your device with 2nd Day Air when it is back in stock. Please do not contact us for a shipping refund if you were unable to accept delivery for the device. We are also not responsible for UPS delays of 2nd Day Air, purchase at your own risk.

How can I cancel my order?

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.

Where does my order ship from?

All orders ship from our warehouse in San Diego, California.

Where do we ship?

We ship to the entire US and most countries. We ship internationally with a flat rate of $30. We do not ship to PO Boxes (with an exception for Military). If you reject an international package we will deduct any additional fees from your return. All US deliveries require signature confirmation at this time though subject to change.

How much is shipping?

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.

What do I do if my device arrives damaged?

Please alert us to any issues with your order within 3 days of delivery. We may not be responsible for damages if we are not notified within this window. If you damage your screen we offer repairs for $300 or you can purchase a replacement screen in our shop for $200 (DIY at your own risk). If we receive a damaged device returned to us we will deduct the cost of the repair from your return. We are not responsible for lost or damaged items mailed back to us and recommend using the original packaging to make a return or carefully padding your device when sending it back.

My order tracking shows delivered, but the package has not shown up yet?

If your order is via USPS, please note that we will respond to your support ticket 3-4 days after to see if the order has finally shown up. Most delayed USPS orders do eventually arrive within a few days. If this is UPS and the device was signed for, there is little we can do on our end as this is considered a closed matter. If your UPS package was not delivered, please check tracking to see if your order may be at a UPS pickup location. If the order is shown as being returned to the comma warehouse, we will refund it and we recommend that you place a new order.

Why do you charge a $100 deposit to troubleshoot my device running a fork?

comma support is for warranty against defects, shop order issues, and repairs. We have seen an increase of customer support messages with issues caused by software. If your device is having issues we recommend first trying to reflash it at flash.comma.ai. We can reflash it for you for a $100 repair fee which includes shipping both ways. We do our best to diagnose this remotely; if the issue turns out to be defective hardware then we refund you this $100.

Do you offer a warranty?

We offer a 1-year limited warranty against hardware defects. Our policy is to verify hardware issues over email before making a billable repair. If you believe your hardware is defective, please fill out a support request on the support page. Direct emails to comma are not monitored. We cannot provide shipping return labels for international devices with warranty issues.

What is the return policy?

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.

How long does it take to receive my refund?

Refunds can take 2-5 business days to process once we have received your return. If you have not received a refund within 1 week of delivery please open a comma shop support ticket on the support page. We will process your refund and reimburse the payment method you used for the original purchase which can take up to a week depending on your bank.

Hardware Troubleshooting & Failures

Why is a stock route required to open a hardware support ticket?

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 wth a stock route.

We cannot review logs from third party software for several reasons, including:

  • your issue may be directly caused 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

How do you replace the SIM card in a comma 3X?

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:

mceclip0.png

How to replace the SIM card in a comma 3X

  1. 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).

  2. Gently pull the SIM card from the SIM slot (try tweezers)

  3. 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 card

Once 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!

My 3X device is having issues. What should I do?

We recommend first trying to reflash your device at flash.comma.ai and to reseat all the cable connections. comma support is only able to look into issues on stock with a route where the issue occurs. If you are running a fork, we are unable to diagnose defective hardware without a route on stock. Once you have a route, please open a ticket at comma.ai/support. Pictures, videos, and uploading logs via wi-fi are very helpful and often expedite the resolution process. Please also include any troubleshooting steps you have already taken. We also recommend reviewing the community GitHub wiki and discord.comma.ai for other troubleshooting. Issues that require engineering are reviewed as soon as they can be, but it is not uncommon to get a response in ~7-10 business days.

My comma three device is having issues. What should I do?

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/suppport for next steps. Alternatively, we have a parts shop here for DIY fixes at your own risk.

My comma two/EON is having issues?

We recommend checking out the discord.comma.ai for DIY repair options. comma is not responsible for any modifications you make to your device. We no longer provide hardware warranty support for these devices.

My J533/Hyundai/Kia harness does not fit?

Reference Hyundai/Kia harness diagrams here. Reference J533 install details here.

Performing a Factory Reset

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

Can I buy a comma two or comma three?

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.

How can I invest in comma?

comma is a private company and we are not seeking outside investment at this time.

Can I get a review device? (I am Reviewer/Media/YouTuber)

We have a 30-day no questions asked return policy if you would like to experience a comma 3X for yourself.

I'd like to partner with comma.

We don't really know what that means. We offer wholesale pricing and these services.

Car companies: How to work with us?

How do I contact support?

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.

Why haven't I heard back from support?

comma support is for comma shop order and warranty related issues. Our inbox is not monitored; please open a support ticket on our support page 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.

Can’t find what you are looking for?

Check out the community Discord.