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CarMax Support - FAQs

Mike Lynett
Updated

Account & Login Issues

How do I add a new user to the PAVE dashboard?

For Administrators Only:

  1. Log into your PAVE dashboard at https://dashboard.paveapi.com/login.
  2. Navigate to Settings.
  3. Select Users.
  4. Click Create New User.
  5. Enter the user's details:
    • Username
    • Name
    • Email address
  6. Click the green icon next to Password to generate a password.
  7. Toggle Send password to the associated email address to ON.
  8. Set their role as Admin and activate minimum permissions.
  9. Click Create.

The new user will receive an email with login credentials.

 

What's the difference between single and multi-location user access? 


For Administrators Only:

  • Single Location Users: Access inspections for one auction site only
  • Multi-Location Users: Access inspections across multiple auction sites

Important: Username format may change (e.g., "james.rad" becomes "james.l.rad")

Check the Accounts button in dashboard navigation to determine your access level.

 

I didn't receive my PAVE account invitation email

  • If your account already exists,
    • Contact PAVE support via chat/Email, and PAVE support team will resend your PAVE for account credentials to you.
    • Otherwise, contact your administrator (CarMax associate) to create your account.

       

Where do I access my PAVE account?

Visit https://dashboard.paveapi.com/login with your credentials.

If you need help: Contact help@pave.ai

 

I can't see shareable links or start PAVE inspections

  • Your account needs proper permissions. Contact your administrator to enable: SESSIONS.DASHBOARD, SESSION.FILES, SETTINGS.WIDGET, DISPUTES.DASHBOARD
  1. Navigate to Settings.
  2. Select Widgets.
  3. Select Shareable Links after permissions are reset.

 

Device & Hardware Issues

Do I need to download an app?

 

  • "No, PAVE works through your web browser. Click inspection links to begin capturing photos directly from your browser."

     

My camera screen won't rotate to landscape mode

PAVE requires landscape mode. For iPhone:

  1. Swipe down from top-right corner to access Control Center.
  2. Find the Portrait Orientation Lock button (lock with circular arrow).
  3. If highlighted/white, tap to turn OFF portrait lock.
    • Screen should now rotate when turned sideways.

       

Phone can't access the built-in camera

Use Safari only: "Only Safari has permission to use the camera. Other browsers may not have camera access."

 

  1. Verify Browser:
    1. Confirm user is using Safari (iPhone requirement).
    2. Select Settings.
    3. Select Safari.
    4. Select Default Browser App.
    5. Select Safari.
  2. Check Camera Permissions:
    1. Select Settings.
    2. Select Safari.
    3. Select Camera.
    4. Select Allow or Ask.
  3. Test camera access: 
    1. Have user try camera again.

       

Black screen after each photo

This is usually due to browser cache needing to be cleared.

iPhone: 

  1. Select Settings.
  2. Select Safari.
  3. Select Clear History and Website Data.

     

Network Issues

Cellular NetworkCarrier Signal

  1. Validate that phone's carrier signal is present. 
    • If the carrier's signal is not present:
      1. Attempt forced restart sequence.
      2. Re-check the carrier's signal.
      3. If issues persist, contact the CarMax solution center.
  2. Perform a network speed test, and validate that speed is adequate for PAVE requests.  
    • If speed is not adequate: 
      1. Attempt forced restart sequence.
      2. Re-check the carrier's signal.

Wi-Fi Network

Note: Wi-Fi network should only be used at sites explicitly communicated to use Wi-Fi; the default network type is cellular.Network Visibility

  1. Verify phone is connected to KMobile netowrk. If not, connect to KMobile Wi-Fi network.

Connection Troubleshooting

  1. Check Wi-Fi icon in status bar (should show without exclamation mark). 
    • If not:
      1. Forget KMobile network:
        1. Select Settings.
        2. Select Wi-Fi.
        3. Tap i next to KMobile.
        4. Select Forget.
      2. Reconnect to KMobile network.
      3. Verify no password prompt (should connect automatically).
  2. If connected, test other apps or browser connection.
  3. If connection breaks intermittently, attempt forced restart sequence.
  4. Re-check the carrier's signal.

     

Network Performance TroubleshootingPhoto Capture & Technical Issues

Why do I keep getting asked to retake pictures?

  • Space: Allow 15+ feet clear space around entire vehicle.
  • Alignment: Match vehicle to cage lines on screen.
  • Lighting: Avoid direct sunlight/glare, position sun behind you.
  • Network: Poor connectivity can cause upload failures requiring retakes.

How do I capture additional photos?

  1. Look for Add Photo or + button during inspection. 
  2. Add descriptions for extra photos documenting damage or unique features.

Where can I find the VIN?

  • Primary: Dashboard (through windshield), Driver door frame, Engine bay.
  • Alternative: Trunk area, Steering column, CarMax barcode sticker.

Important: Always use dashboard VIN as primary reference

How do I handle replaced doors or wrong VINs?

  • Replaced doors: Use dashboard VIN as primary, document mismatch, photo both locations.
  • Damaged VINs: Cross-reference with registration documents, check multiple locations.

Getting "Invalid VIN" error

  1. Verify 17 characters, no spaces. 
    • If VIN is shorter than 17 digits, add Xs to beginning.
    • e.g., DPK3JA9GF121947 becomes XXDPK3JA9GF121947
  2. Try again.
    • Often works on retry. 
    • Clear browser cache if needed.

 

Data Sync & Integration Issues

Inspection won't begin or complete


|You may be experiencing connectivity issues. Find stronger network connection, open PAVE link with good signal, then return to vehicle location.

  • Try switching Wi-Fi to cellular if having connection issues.

How to get back to paused inspection?

  1. Go to PAVE dashboard.
  2. Find incomplete inspection, click CAPTURE URL.
  3. Scan QR code with phone camera.
  4. Follow generated link to resume.

Haven't received inspection results

  • Completed: Results available in Auction dashboard within 1 hour.
  • Incomplete: Use QR code from 'capture URL' to complete remaining photos.

Inspection has gear icon


Gear icon indicates session needs more photos.

  1. Use dashboard Capture URL QR code to complete missing images. 
    • Blue camera icon shows successful completion.

Photos not in CarMax media portal

  • Incomplete: Only completed inspections sync to media portal.
  • Completed: Normal sync time is under 30 minutes. Check VIN matches exactly between systems.

 

Workflow & Process Questions

How do I select proper inspection type?

  • Detection Mode (Default): Full AI analysis with damage callouts for typical vehicles.
  • Photo-Only Mode: Use only when space constraints prevent full detection scan.

     

How to delete wrong inspection type?


No method to remove sessions. 

 

  1. Create new inspection with correct type - it will automatically replace the original.

     

How to resubmit pictures after vehicle fixed?


Cannot re-submit photos after completion. 

  1. Complete another PAVE inspection on same vehicle to update photo set.

     

QR codes shared with team - will vehicles show in dashboard?


Yes, new session opens for each team member using shareable links. Monitor progress and condition reports appear within 1 hour of completion.

 

Session Management & Status

Why is my session invalid?

Session marked invalid because photographs were of vehicle that doesn't match VIN. 

  1. Ensure correct vehicle is photographed for all images.

     

Still Need Help?

Contact PAVE Support:
 

 

Include in your request: Device type, Inspection ID/VIN, problem description, steps tried

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