FAQs to Help and Support

To access the download, we’ll send you a notification with a secure link. For security purposes, we'll send you an OTP (One-Time Password) by SMS. Once you enter the OTP in the provided field, you’ll be able to download your data. This helps ensure that only authorized users can access the content.

Once you have submitted the request, Nissan shall handle your request without undue delay. However, please note that requests can take up to 4 weeks to be processed. If you haven’t received your data download after 4 weeks, please contact our EU Data Act Support team here.
Please note that if several requests are submitted with overlapping dates on the same day, only the last request will be processed.

Yes. For certain vehicle models, a system is provided that allows individuals who request data to access only their own driving data. This is based on the last user who was logged into NissanConnect Services before the vehicle engine was turned off.

We're going to provide you with the data available at the time of processing. Data is updated every 24 hours, but delays may occur due to communication issues. If that happens, the data will usually be available the next day.

There are several reasons why you may not have received data in response to your request. To protect your privacy and ensure the accuracy of information, we verify that the requestor matches the driver during the selected timeframe. Please review the following possible reasons:

Timeframe or usage issue:

• The selected timeframe doesn’t align with your period of ownership or usage.
• The vehicle was not driven during the requested period.
• The vehicle was in Privacy Mode, so no data was transmitted.
• The vehicle was in an area with poor cellular reception, so data may not have been recorded.

Driver profile issue:

• If the vehicle was shared and the engine was not turned off between drivers, the data is linked to the last user before the engine was turned off.
• If a different driver profile was selected while driving the vehicle, data will be attributed to that profile. Switching user profiles during a trip takes effect only after the engine is turned off.

Vehicle pairing & account issues:

• The email address used in the request doesn’t match the one linked to your Nissan Connected Services (NCS) account.
• Connected Services were not activated or the vehicle was not paired with your NCS account during the requested period.
• Your NCS account has been deleted—data associated with it is no longer available.
  If your vehicle was re-paired to the same account, data from the first pairing may no longer be accessible.

Vehicle eligibility issue:

• The VIN entered was incorrect. Please check again and submit a new request.
• Your vehicle is not supported since it is a legacy model, imported vehicle, or a vehicle manufactured by a partner.
• Connected Services for your vehicle may have expired. Please check the list of eligible vehicles.
• The specific data requested is not supported for your vehicle (high-voltage battery data for a non-electric vehicle, for example).

Country restriction issue:

• Your NCS account was created in a country outside the 27 EU member countries (UK, Norway, Switzerland, for example). Data downloads are currently only available for EU 27 users.
• Vehicles imported from countries outside the 27 EU member countries are currently not eligible for data downloads.

Timing issue:

• Data is updated every 24 hours. Information generated in the last 24 hours may not yet be available.
• Nissan may still be processing your request. Please allow up to 4 weeks before submitting a new one.
  

We use two-factor authentication (2FA) to keep your downloads secure. Here's how it works:

1. Enter your login details:
When you start a download, first log in with your username and password.

2. Receive an OTP (One-Time Password):

• For Requesters: If you are a requester, an OTP will automatically be sent via SMS to the phone number you provided when filling out the request form on the Nissan website.

• For Third Parties: If you're a third-party user, you'll need to register your phone number using our self-service tool on the user interface before receiving your OTP.

This extra step ensures that only authorized users can securely access and download the data they need.

Please check that you entered the correct phone number:

• If Requester: at the time of the Request 
• If Third Party: when requesting the verification code.

If your number is correct but you still haven't received the one-time password (OTP) after 5-10 minutes, please contact our Data Act Support team here.

The download link is only valid for 7 days. If the link has expired, please submit a new request. If the link doesn’t work but has not yet expired, please contact our Data Act Support Team here.

You can download some of the data your connected vehicle generates including your trip data, vehicle performance, in-vehicle status and battery & charging information.

To find a detailed overview of all the types of connected vehicle data available, visit the Data Dictionary.

Nissan retains connected vehicle data for a limited time, as outlined in the NissanConnect Terms and Conditions (see Section 4.8 – Storage Period). You can request a copy of your connected vehicle data as long as the timeframe requested is within the retention period and no earlier than 12th September 2025 (the date on which the EU Data Act comes into effect).

Your data is displayed in a table with several columns:

• The first column shows the Vehicle Identification Number (VIN)
• The second column shows the date and time (timestamp)
• The third column shows your User ID
• The rest of the columns show different types of data and their values collected from your vehicle

For more details about each data type, including descriptions and value ranges, visit the Data Dictionary.
Data is accurate as of the time it was collected and compiled into the downloadable file. Data less than 24 hours old may not be included.

The data is shared exactly as it is collected. However, sensor accuracy might be affected in tunnels or areas with poor signal. As a result, the collected data may occasionally appear unusual or incorrect.

The timing of data collection varies depending on the sensors, and so not all data will appear in the same row and may differ between categories. Some features and data points are only available on specific vehicle models.

Some data like alerts or warnings are only recorded when specific conditions are met. In areas with weak signals such as tunnels, sensors may miss data or collect the same data more than once. Not all data is guaranteed to be recorded accurately every time.