Frequently Asked Questions

Refer to the Forgot Username/Password Page

• For ZEUS/VERUS Products:
  1. From the home screen, select the gear icon 
  2. Select ‘Get Connected’  
  3. Select ‘Switch Profile’ then ‘Profile Help’ 
  4. Serial Number, PIN, and Code will be displayed 
• For All Other Products:   
  1. From the home screen, select the gear icon 
  2. Select ‘Get Connected’  
  3. Serial Number, PIN, and Code will be displayed 

• A Technician Profile is used to link your diagnostic scanner to gain access to Snap-on Cloud and Security Link. 
• A Shop Profile is used to manage shop information and associate Technician Profiles to the Shop's Account, so technicians can access the shop’s ShopKey or ProDemand repair information. Shop Profiles are not compatible with Security Link.  

NOTE: You can only access vehicles secure gateways by having a Technician Profile. When signed in to Profile Manager on AltusDrive.com, the top of the page will confirm whether you are in a ‘Shop Profile Manager’ or ‘Technician Profile Manager’ account. 

If you have logged into AltusDrive, ensure you have selected, “Manage Existing Account” on the initial screen to login directly to Technician Profile. Otherwise, click the profile icon in the top right corner, then ‘Profile Manager’.  

For more information, go to AutoAuth FAQ 

1. Have Service Center Account owner login at AutoAuth.com 
   1. In the left-side menu, click ‘Shop Users’
   2. Click the blue ‘Add Users’ button
   3. Enter the technician username and search for user 
   4. Once the technician profile is found, select ‘Send Request to User’
2. Have Technician Account owner login at AutoAuth.com 
   1. An invite will now appear in the ‘My Activity’ tab 
   2. Select the blue ‘Accept’ button

General Troubleshooting

1. Make sure you are following instructions under a Technician Profile, not Shop Profile.
2. Restart your diagnostic device to sync.
3. Ensure a Strong Wi-Fi connection. A 2.4GHz Wi-Fi connection is recommended. If issue persists, try another Wi-Fi network or a phone hotspot.

AutoAuth-related Troubleshooting

1. Ensure all AutoAuth criteria are met for your desired Security Link(s) on AutoAuth.com, including an active account, correct serial number, selected manufacturer subscriptions, and any additional OEM-specific requirements. Refer to the AutoAuth FAQ for more information.
2. Add your AutoAuth Security Links in Technician Profile Manager (Step 5). If already added, remove and re-add them.
3. Ensure your AutoAuth credentials are complete and accurate on the Security Link tab of your Technician Profile Manager. If you have recently reset your AutoAuth password, ensure it is updated on the Security Link tab. 

General Troubleshooting

1. Make sure you are following instructions under a Technician Profile, not Shop Profile.
2. Restart your diagnostic device to sync.
3. Ensure a Strong Wi-Fi connection. A 2.4GHz Wi-Fi connection is recommended. If issue persists, try another Wi-Fi network or a phone hotspot.

AutoAuth-related Troubleshooting

1. Ensure all AutoAuth criteria are met for your desired Security Link(s) on AutoAuth.com, including an active account, correct serial number, selected manufacturer subscriptions, and any additional OEM-specific requirements. Refer to the AutoAuth FAQ for more information.
2. Add your AutoAuth Security Links in Technician Profile Manager (Step 5). If already added, remove and re-add them.
3. Ensure your AutoAuth credentials are complete and accurate on the Security Link tab of your Technician Profile Manager. If you have recently reset your AutoAuth password, ensure it is updated on the Security Link tab. 

Profile Access Code (PAC) is a 4-digit numerical code created by you and saved in your Technician Profile. It is required to access vehicles with Secure Gateways – such as secured Volkswagen Group vehicles. You may be prompted to enter it each time you connect to a secured vehicle. 
It can be changed anytime from the Account Information tab in your Snap-on Technician Profile Manager.  

• Ensure you have an active AutoAuth subscription. 
• The wrench icon will only appear on “For Service Center & Independent Technicians” accounts. If you have chosen a “For Technicians” account, additional setup is required to be added to a Service Center account.  Refer to “How do I add a technician to my AutoAuth Service Center?” FAQ. 
• When using a phone or tablet, the wrench icon may not appear. Instead, click your initials in the top right corner to access the same options. 

Refer to Wi-Fi troubleshooting here. 

With each software update, we provide 6 months of access to Information Services which includes Snap-on® Security Link™ access