MotorTrend Customer Service — Expert Guide for Subscribers and Viewers

Summary and context

MotorTrend began as Motor Trend magazine in 1949 and has grown into a multi-platform automotive media brand that includes the MotorTrend magazine, MotorTrend digital editorial (motortrend.com), and the MotorTrend+ streaming service (motortrendplus.com). Because the brand spans print, digital editorial, a streaming OTT product, merchandising and events, customer service covers a broad set of issues: subscription management, billing, shipping, technical streaming support, and rights/usage for commercial partners.

This guide explains the exact steps and the practical details you will need when interacting with MotorTrend customer service as of 2024: where to look first, what data to have ready, how subscription and billing flows work, typical timelines for resolution, and escalation routes if an issue is not resolved to your satisfaction.

Where to start: official channels and the first steps

The first and most reliable source of help is the brand’s official channels. For editorial and general inquiries visit motortrend.com and check the “Contact Us” or “Help” link in the footer; for MotorTrend+ streaming-specific support go to motortrendplus.com and use the in-app Help or the website’s Support page. Because details (phone numbers, direct emails, live chat) change periodically, the site’s Contact/Support pages are the canonical source and are updated more frequently than third-party pages.

Before you open a ticket or call, gather the exact identifiers the team will ask for: subscriber email, subscription ID/order number, last 4 digits of the card used for payment, device/platform (iOS, Android, Roku, Apple TV, Fire TV, web browser), app version, and time-stamped screenshots of errors. Having these five-to-seven items ready reduces average handle time from industry averages (often 15–30 minutes) to under 10 minutes for routine cases.

Essential information to have before contacting support

• Subscriber email address and account username or subscription ID/order number.
• Date of charge and last 4 digits of billing card (or PayPal ID) for billing disputes.
• Device type, OS version and app version (e.g., iPhone iOS 17.4, MotorTrend+ app v5.2.1).
• Screenshots or short video of the issue and the exact time (including timezone) the error occurred.
• Order confirmation or invoice PDF for print or merchandise disputes.
• If print delivery, current shipping address and the USPS/parcel tracking number if provided.

Subscriptions, billing, cancellations and refunds

MotorTrend+ typically offers monthly and annual plans; promotional pricing has been seen around $4.99/month or $39.99/year (check motortrendplus.com for current offers). For magazine subscriptions, renewal and print-direct sales are usually processed through the subscription portal on motortrend.com/subscribe. Important: when you subscribe via an app store (Apple App Store or Google Play), billing and cancellation are controlled by that app store — customer service can advise but cannot directly cancel app-store-managed subscriptions.

Common timelines and policies: digital subscription activation is usually instant; print subscriptions typically ship within 6–8 weeks for a new subscription depending on inventory and USPS regional routing; refunds for erroneous charges or double-billing are commonly processed within 5–14 business days after approval. For contested charges, have bank statements and the precise transaction date ready to expedite an investigation; many publishers retain transactional records for 2–3 years, which helps in retroactive dispute resolution.

Technical support for MotorTrend+ streaming

Streaming problems account for a majority of digital support requests: playback errors, “playback unavailable” messages, buffering, or log-in failures. Troubleshooting is methodical: confirm account credentials, check a different device, ensure your network speed (MotorTrend+ recommends at least 5–10 Mbps for HD), and verify there is no active outage on the provider side. Many problems are resolved by updating the app or rebooting the streaming device.

If the in-app playback shows an error code, record it and include it in your ticket; error codes are often mapped to specific causes and reduce diagnostic time. If the issue persists, MotorTrend+ support will typically request a diagnostic log from within the app or ask you to try a temporary password reset; expect a first substantive response within 24–72 hours on routine tickets and faster for urgent outages affecting many users.

Fast troubleshooting checklist (high-value list)

• Confirm subscription status on motortrendplus.com/account (or via the app store if applicable).
• Restart app and device; ensure app is on the latest version (updates usually resolve 30–40% of streaming bugs).
• Test on a different device to isolate account vs. device problem (e.g., try web browser vs. Roku).
• Run an internet speed test—target 5–10 Mbps for HD playback, 25+ Mbps for 4K content.
• Clear app cache or reinstall the app if persistent corrupted-local-data issues exist.
• Capture logs/screenshots and submit them with your ticket to accelerate diagnosis.

Escalations, legal, and third-party complaint routes

If front-line support cannot resolve an issue within published timelines, ask the agent for an escalation number and expected SLA (service-level agreement). For billing disputes unresolved after internal escalation, U.S. customers can file a complaint with the Better Business Bureau (bbb.org) or report unauthorized charges to their bank and file a chargeback within 60–120 days depending on the card issuer’s rules.

For privacy, copyright or DMCA concerns, MotorTrend publishes a designated agent contact on their website; use that channel for content takedowns or rights disputes. For corporate or advertising inquiries request contact with the MotorTrend Group commercial team via motortrendgroup.com/contact to ensure your business inquiry is routed to the correct commercial or legal group.

Pro tips for a fast resolution

Be concise and factual in your first message: one-line summary, two to three bullet facts (date, device, order number), and one attached screenshot. Use the web support form when possible—forms automatically route data into diagnostics fields and reduce manual transcription errors. Keep records of all ticket numbers, representative names, and timestamps; these speed escalation and are essential if you later need a refund or regulatory complaint.

If you’re a business customer (advertiser, vendor or event partner), request a named account manager and an SLA in writing—enterprise accounts typically gain phone escalation and priority handling. For frequent flyers, note that many publishers offer loyalty or VIP support tiers for annual spend above a set threshold; ask about that if you represent a repeat advertiser or large-volume subscriber base.