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- Primary user setup failed
Common problemVW We ConnectiPhone and Android app
Can't become primary user in the VW We Connect app
Activation steps in the car not completed
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.
How to fix it
Turn the car online so the globe symbol on the infotainment screen is filled in.
For the code method, go to Users, Other, +, Log in on the car screen and scan the code with "Scan Code" in the app.
For the key method, press the unlock buttons on both keys quickly one after the other, without holding them and without starting the engine.
For the activation code method, enter the code from the app under Settings, We Connect or VW Connect on the car screen.
On a used ID., delete the previous primary user or reset the car to factory settings first.
From VW We Connect's help pages: volkswagen.co.uk, in our words. Checked on 11 November 2026. If the steps do not help, VW We Connect's own support is the next stop.
More common VW We Connect problems
- App won't connectCar offline, no primary user or no contract
- Car offline after updateUpdate reset the primary user or connection
- Remote start not workingCar not equipped or Remote Access plan ended
- Lock or unlock not workingIdent check or S-PIN still missing
- Vehicle status wrongDoors, windows or position out of date
- Services expiredFree period over or used car package ended