Common VW We Connect problems

Common problems

• App won't connect: Car offline, no primary user or no contract

  Means

  The Volkswagen app (which replaced We Connect) can only reach the car when the car is online, a primary user is verified and a service contract is active. Volkswagen says offline mode or the strictest privacy setting in the car blocks the online services.

  First step

  Check that the globe symbol on the infotainment screen is filled in, so the car is not in offline mode or the strictest privacy setting. All steps

• Car offline after update: Update reset the primary user or connection

  Means

  After an over-the-air update some ID. cars stay offline even though the screen says online, and the update can reset personal settings. Volkswagen says you may then need to log in again as the primary user.

  First step

  Switch the starter button on the right of the steering column off and on again. All steps

• Primary user setup failed: Activation steps in the car not completed

  Means

  To activate the services you must verify yourself as primary user inside the car with a code, both car keys or an activation code. Volkswagen says this does not work in offline mode, and on a used ID. the old primary user has to be removed first.

  First step

  Turn the car online so the globe symbol on the infotainment screen is filled in. All steps

• Remote start not working: Car not equipped or Remote Access plan ended

  Means

  Remote start in the myVW app needs a car with factory remote start and an active Remote Access plan. Volkswagen says a paid subscription is needed once the included plan ends.

  First step

  Check that your car has factory remote start, as the app cannot start cars without it. All steps

• Lock or unlock not working: Ident check or S-PIN still missing

  Means

  Remote locking needs the Volkswagen Ident procedure on top of the normal setup. Each lock or unlock must then be confirmed with your S-PIN or a biometric release.

  First step

  Complete the Volkswagen Ident procedure, which this service needs. All steps

• Vehicle status wrong: Doors, windows or position out of date

  Means

  The app shows the last status the car sent. Volkswagen says connection errors can make the app differ from the real state of the car, and the parking position is only sent once the car is parked.

  First step

  Check the doors, windows and lights at the car itself if the app looks wrong. All steps

• Services expired: Free period over or used car package ended

  Means

  We Connect Plus and VW Connect Plus come with a free period that must be renewed for a fee once it ends. Volkswagen says used cars often show no packages because the old ones have expired.

  First step

  Check your contract period on myvolkswagen.net or in the app. All steps