If a command such as Unlock, Remote Start, or Honk fails with "vehicle is offline or asleep", the car did not answer Tesla's servers. Commands sent over the internet cannot reach the car until it reconnects.

Why it happens

• The car is asleep. EVs go to sleep when parked to save battery. A sleeping car usually wakes when we send a command, but this can take up to a minute.

• The car has no cellular signal. Parking garages, underground lots, and rural areas can block the car’s connection.

• The car has a power or hardware problem. A low 12V battery or a fault can keep the car offline for hours or days.

What to do

1. Wait and try again

Wait about 30 seconds, then send the command again. A sleeping car may take time to wake up and work on the second try.

2. Wake the car in person

If someone is at the car:

1. Pull a door handle, or if available, tap a key card on the B-pillar (the post between the front and rear doors).

2. Check whether the touchscreen turns on.

3. Send the command again from the app.

If you use the Charge Key app and have already used the phone as a key, it will show Connected at the top of the card. Stand next to the car with Bluetooth on; Bluetooth commands work even when the car has no internet connection.

3. If the screen stays dark

If the touchscreen does not turn on with a key card or a door handle, the car may have a power problem, such as a low 12V battery. Contact the vehicle provider or Tesla Service, or contact us and we can help you find out more.

Contact support

If the car stays offline after these steps, contact us via help chat or support@standardfleet.com with the VIN and the time of the last failed command. We can check when the car last reported to Tesla and see if the vehicle is reporting any errors.