FREQUENTLY ASKED QUESTIONS

Below are frequently asked questions (FAQs) related to Privacy-Related Requests via the One Trust Privacy portal.
You can make the following Privacy-Related Requests:
  • Get My Personal Information
  • Do Not Sell My Personal Information
  • Delete My Personal Information
Only one Privacy-Related Request can be made per submission online. For example, a request to “Get My Personal Information” and a request to “Do Not Sell My Personal Information” would each require a separate submission in order to complete as they each have a different handling process.

How does the online process work?

At the beginning of the form, select the type of Privacy-Related Request you wish to make.

  • Complete the form with your accurate personal information. This information is used to both verify your identity and correctly locate and match your personal information.
  • Select the “accept” button on the terms of the form and click “submit.”
  • Your identity will be verified by a third-party tool via a 3-step process.
  • Once the 3-step process is completed, you will receive a secure, automated email notifying you that the request was logged successfully.
  • In the event the third-party tool is unable to verify your identity, we will process your “Do Not Sell My Personal Information” request if your information is located and matched in our system.
  • For all other Privacy-Related Requests, please resubmit an online form if you believe you received the message in error. Toyota may send you secure, automated emails about the status of your privacy request. The Privacy Portal is a secure area containing all communications related to your Privacy-Related Request.
  • In order to view the messages on the Privacy Portal, you may be asked to request a one-time access code to enter the portal. This is a required step to protect your information from being accessed by unauthorized users.
Find more FAQs:

Help with The Online Form

Each of the three Privacy-Related Requests require a different handling process to complete. If you make an additional Privacy-Related Request in the comments section of the Privacy Portal, the request is not valid and will not be processed. Please submit the online form again to ask for your additional Privacy-Related Request.

If you are submitting an online Privacy-Related Request on behalf of someone else, please call 855-226-4048 prior to submission so we can verify you are an authorized agent for the subject of the request.

Do not worry, we may still be able to find your records with the information provided. If we notify you that we were unable to locate you in our records based on the information you provided, please resubmit your Privacy-Related Request with your correct personal information.

Please enter the email address you use when interacting with Toyota. We may still be able to locate you in our system if the email provided isn’t an exact match.

Yes, you may receive an automated SMS/text only for the purpose of verifying your identity.

A mobile phone number is required for verification of your identity. If you do not have a mobile phone number, enter your landline phone number and note the following:

  • We will process your “Do Not Sell My Personal Information” Request if your information is located and matched in our system of record.
  • We will be unable to process all other Privacy-Related Requests.


Help with Automated Emails

You will receive secure, automated emails from a Do Not Reply sender. Each email will require a two-step authentication process in order to read the secure message.

Each online Privacy-Related Request generates a series of automated emails through the process. While these emails may appear to be repetitive and similar, please be sure to review each message as they may be different and/or contain different instructions. If you made more than one Privacy-Related Request using the online form, each Request will generate its own series of automated emails, from start to completion of your request.

There are several possible reasons. Please consider the following:

  • Check your spam folder or quarantine page, especially if you provided work email;
  • There may be a slight delay related to your internet service provider; and
  • You may have incorrectly entered your email address. If you have not received an email 24 hours after your submission, please resubmit your online Privacy-Related Request(s). Prior to submission, please confirm your correct email address.

Your personal information on the automated emails corresponds to the personal information you provided in your online submission. While any incorrect personal information provided in your online submission cannot be edited or corrected, we may still be able to verify your identity with the information provided. If you receive notification that we were unable to locate you in our records based on the information you provided, you can resubmit the online form with your correct personal information.

There are several possible reasons. Please consider the following:

  • The access code is a one-time access code – if you attempt to use an access code a second time, it will not work. Please request a new access code.
  • Please take a moment to ensure you have not added a space at the end of the one-time access code. This can oftentimes occur by typing the access code and accidentally hitting the spacebar at the end or by cutting-and-pasting more than the letters of the access code or not all the letters of the access code.
  • Please note that, for security purposes, the one-time access code expires in 15 minutes. If you do not enter the access code into the portal within 15 minutes of receiving it via the automated email, it will not work. Please request a new access code.


Help with The Privacy Portal

There are several possible reasons. Please consider the following:

  • The access code is a one-time access code – if you attempt to use an access code a second time, it will not work. Please request a new access code.
  • Please take a moment to ensure you have not added a space at the end of the one-time access code. This can oftentimes occur by typing the access code and accidentally hitting the spacebar at the end or by cutting-and-pasting more than the letters of the access code or not all the letters of the access code.
  • Please note that, for security purposes, the one-time access code expires in 15 minutes. If you do not enter the access code into the portal within 15 minutes of receiving it via the automated email, it will not work. Please request a new access code.

You may be using an outdated browser or Internet Explorer which may result in compatibility issues. For the best experience, we recommend using an updated version of a browser other than Internet Explorer via a stable internet connection.

The Privacy Portal will automatically log you off for security reasons after approximately 10 minutes of inactivity. Please note that the lapse of time typing into a single field without progressing to another may be considered as inactivity by the system.

The personal information that appears under the “Request Details” section on the portal corresponds to the personal information you provided in your online submission. This cannot be edited for correction. Do not worry, we may still be able to find your records with the information provided. If we notify you that we were unable to locate you in our records based on the information you provided, please resubmit your Privacy-Related Request with your correct personal information.

The boxed field is an optional space for you to send to the Toyota Motor North America Privacy Team any comments or questions you may have that are not addressed in this FAQ section.

While our Privacy Team makes every attempt to answer questions that cannot be answered by the FAQ section of the Privacy Hub, this is done on a periodical basis so responses may be delayed. You may also choose to call us at (855) 226-4048 if you have any questions regarding a Privacy-Related Request. If your question is for any other matter, please contact:

  • Toyota Customer Service: (800) 331-4331 or click here to send a message.
  • Lexus Customer Service: (800) 255-3987 or click here to send a message.


Help with Privacy Portal Responses

There are several possible reasons. Please consider the following:

  • We may have been unable to match you to our records based on the personal information submitted on the online form.
    • Please review your personal information found on the “Request” page of the Privacy Portal (under the “Request ID” section).
    • If you find the information incorrect, you may submit a new online Privacy-Related Request using the online form.
    Please do not reply through the Privacy Portal with additional personal information (such as driver license numbers, VINs, or account numbers) as this additional information cannot and will not be processed by the Privacy Team.
  • The vehicle(s) you purchased or have owned might be listed under a different owner, address, or mobile phone number.
  • Toyota (Toyota Motor Sales, U.S.A., Inc. and Toyota Motor North America, Inc.) may not have your personal information in its system.
    • Please note that submitting an online Privacy-Related Request does not also exercise your rights with any Toyota, Lexus, or Scion dealers, local Toyota dealer associations, private distributors, Toyota Financial Services, Lexus Financial Services or Toyota Insurance Management Solutions.
      • If you wish to exercise your rights with the above entities, you will need to do so by contacting them directly.

  • We only use the personal information you provide in your online submission in order to help protect against disclosures of both sensitive personal information and/or information regarding another individual. Please keep in mind there may be different people across the country with similar names, addresses, and/or mobile phone numbers.

    This is due to the high number of Privacy-Related requests received by Toyota, as Toyota permits consumers from all 50 states to exercise the rights afforded to California residents under the California Consumer Privacy Act (CCPA).
    California Residents: We will make every effort to ensure your Privacy-Related Request(s) will be completed in 45 days but, due to demand, we may have to exercise the right under CCPA to a one-time, 45-day extension.
    Non-California Residents: We will make every effort to ensure your Privacy-Related Request(s) will be completed in 45 days but, due to demand, this time period may be extended.


    Other Privacy-Related Questions

    At this time, we are unable to provide this information. Please reference your vehicle and account records to reference and contact applicable Toyota, Lexus, or Scion dealers; local Toyota dealer associations; private distributors; Toyota Financial Services; Lexus Financial Services; or Toyota Insurance Management Solutions.
    Please note, a request to “Delete My Personal Information” will not delete any online accounts you have created with Toyota (such as Toyota Owners and Lexus Drivers accounts). To delete an online account with Toyota, please call (855) 226-4048.

    There are several possible reasons. Please consider the following:

    • If you recently submitted an online Privacy-Related request, please allow at least 45 days for the request to be processed.
    • Submitting an online Privacy-Related request with Toyota (Toyota Motor Sales, U.S.A., Inc. and Toyota Motor North America, Inc.) does not also exercise your rights with any Toyota, Lexus, or Scion dealers, local Toyota dealer associations, private distributors, Toyota Financial Services, Lexus Financial Services or Toyota Insurance Management Solutions.
      • If you wish to exercise your rights with these entities, you will need to do so by contacting them directly.
    • A request to “Delete My Personal Information” will only apply any personal information collected by Toyota as of the date of such request. Any personal information provided by you or collected by Toyota after the date of such request would not be included.
    • A “Do Not Sell My Personal Information” request will opt you out of the sale of your personal information to third parties by Toyota.
      • It is not an opt-out of Toyota/Lexus marketing.
        • To opt-out of marketing Toyota/Lexus marketing, please log into your online owner account(s) or contact the corresponding Toyota or Lexus call center.
          • Toyota Customer Service: (800) 331-4331 or click here to send a message.
          • Lexus Customer Service: (800) 255-3987 or click here to send a message.