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Audi Customer Support
Frequently asked questions and answers
Audi connect
Technical information
Where do I need which data?
1) To initially set up your myAudi account on my.audi.com, you will need the following data: - Email/myAudi username - myAudi password - 4-digit PIN (created by the customer) - Vehicle identification number - mTAN*
* In order to take full advantage of the connect services, one-time verification of your myAudi account is necessary. If you select your mobile phone as the verification channel, you will then receive the 6-digit mTAN sent to your telephone number. Entering the mTAN in your myAudi account will successfully complete the verification process. The connect services will now be fully usable.
2) To link your myAudi account to your vehicle, you will need the following data: - Email/myAudi username - myAudi password
3) To register as the main user for your vehicle, you will need the following data: - E-Mail/myAudi Benutzername - 10-digit vehicle code on the key fob
4) To use the myAudi App¹, you will need the following data before each use of the app:* - Email/myAudi username - myAudi password - 4-digit PIN (for using certain services, e.g., locking and unlocking the vehicle via the app²)
* You must re-enter this information each time you use the myAudi app¹. To avoid this, please enable "automatic login".
Where do I need which codes?
1) 4-digit PIN (S-PIN) To use the Audi connect remote services (e.g., locking and unlocking your vehicle², remote climatisation) you will need the personal, 4-digit PIN code that you yourself defined at the time of the verification process. This must be entered each time before using the remote services. This is for security purposes.
2) mTAN In order to take full advantage of the connect services, one-time verification of your myAudi account is necessary. If you select your mobile phone as the verification channel, you will then receive the 4-digit mTAN sent to your telephone number. Entering the mTAN in your myAudi account will successfully complete the verification process. The connect services will now be fully usable.
3) Vehicle code (F-PIN) The vehicle code is needed to set up the main user in the vehicle's MMI. The 10-digit vehicle code is located on your key fob under an opaque security foil. Rub to fully expose the code.
4) myAudi PIN (with MIB2) The 8-digit PIN code can be used to log in to the myAudi portal as an alternative to using your email and password. Registration is essential, so that the vehicle can connect to your myAudiAccount.
Why am I asked for a (4-digit) PIN when, for example, I want to open/close my vehicle via the myAudi app¹?
Locking and unlocking the doors requires additional authentication between the Audi server and the car². This means the car would not respond to a command from an unauthorised third-party server. For all remote-controlled actions carried out on the car, it is necessary in addition to enter a PIN via your smartphone⁷. The customer sets the PIN him/herself in the myAudi portal. He/she can also pass the rights on to up to five people. A maximum of five different cars can be managed via a single account.
The personal 4-digit PIN code defined by the customer during the verification process is always required to use the remote services in the myAudi app¹ (e.g., locking and unlocking the vehicle, remote climatisation).
Is my data secure when communicating between my smartphone⁷, the vehicle and the myAudi portal?
Protecting the vehicle and the backend infrastructure and secure transmission are essential for Audi. Audi uses encryption methods for the connection of both the car and the smartphone⁷ to the Audi backend, such as are also used in online banking. The data is also stored encrypted on the Audi servers. Instances of administrative access are comprehensibly documented. Password policies are used for customer accounts on the myAudi platform in line with current security standards. The online connection to the myAudi platform is always encrypted.
When it comes to the remote control functions via the Audi connect services, Audi attaches the utmost importance to the security of the data. Communication never takes place directly between the smartphone⁷ and the car, but always via a secure Audi server. For the vehicle status report, the car sends the latest version of the data to the Audi server – from there, the customer can call it up at any time on his/her smartphone⁷ by means of encrypted transmission. For the remote-controlled actions carried out on the car, it is necessary in addition to enter a PIN via your smartphone⁷.
Where do I enter the 8-digit myAudi PIN in the vehicle MMI?
As an alternative to entering your email address and password, the myAudi PIN can be used to log in to myAudi in your vehicle's MMI. The myAudi PIN will be displayed in myAudi in the profile of the vehicle in question.
Enter it into the MMI as the following location: Audi connect >> Options menu >> Log in >> Use myAudi PIN alternative input
How can I tell if my Audi connect is fully connected?
Depending on the model, the services included in Audi connect may differ. Find out which services your vehicle should have access to and how long they are still valid for in the licence list. You can call this up in the settings of your MMI.
You will always be able to see from the mobile connection icon displayed in the MMI whether your vehicle is online. If your vehicle is online and you have an active Audi connect licence, then, depending on the model, you will see an active Audi connect menu in the menu overview (MIB 2) or online information integrated directly in the map (MIB 2+). You can also test this by selecting the "Weather" service and verifying that information is displayed here.
If you have registered as the main user in your myAudi app¹, you can also use the vehicle control services. This way, you can unlock and lock your vehicle using the app or view the vehicle status (depending on the model). By linking your myAudi app¹ to the vehicle via the connection manager, you can access information from your smartphone⁷. For example, you can display text messages.
Is there a flat rate for the integrated SIM card (Audi connect SIM)?
In principle, any functioning SIM card with a data option enabled can be used. To use LTE, you may also need an appropriate LTE plan. For more information, contact your mobile service provider. It may not work with some SIM cards (especially those from prepaid providers) that require you to log in to the mobile service provider's web portal. Micro and nano SIM cards are not suitable for use with Audi connect. In addition, SIM card contracts where data volume is limited may be subject to restrictions.
Is there a flat rate for the integrated SIM card (Audi connect SIM)?
With the integrated Audi connect SIM, data packages for using the Wi-Fi hotspot³, app-based services and music streaming services³, such as online radio³, can be booked via our collaborative partner Cubic Telecom. Data usage for all other Audi connect infotainment services is unlimited for the duration of the licence term and is included at no additional cost.
How does the data billing work? What are the requirements in my country (SIM card, data plan)?
For Austria, Denmark, Belgium, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Spain, Switzerland, Sweden and United Kingdom, the following applies: the services are provided via a SIM card that is permanently installed in the vehicle. The costs for the data connections are included in the price of the services. Exceptions to this are the data connection for the Wi-Fi hotspot³ and use of the online radio³, hybrid radio³ and online media streaming³, as well as other services offered via an Audi smartphone app.
The data connection for the Wi-Fi hotspot³ and use of the online radio³, hybrid radio³ and online media streaming³ and other services offered via an Audi smartphone app is also established via the SIM card permanently installed in the vehicle together with a chargeable data plan from your Audi provider.
If an external SIM card is inserted into the card slot, however, then all data connections (for Audi connect services and Wi-Fi) will be established via this SIM card. The resulting costs are charged to the customer. No refunds for the costs will be given by Audi.
For European countries not mentioned above: you will in addition need a SIM card with a data option as well as an LTE option to use LTE. For an external SIM card, there is a card reader in the panel of the MMI navigation system with MMI touch response. The services are only available with an existing or separately concluded mobile phone contract and only within the coverage of the mobile network. Receiving data packets from the Internet may incur additional costs, depending on your mobile phone plan and, in particular, when operating this abroad. Due to the high data volume, we strongly recommend using the data flat rate.
How can you tell which mobile network is currently being used?
You can recognize the current network technology for the Audi connect data connection (LTE, HSPA (4G), UMTS (3G) or GSM (2G)) in the MMI display by the icon on the lower right side of the screen next to the field strength display (reception connection icon). The connection display for the vehicle's data connection differs from the connection display for a paired smartphone⁷ in that the paired smartphone's connection display has a smartphone icon.
How can you tell if a data connection is active?
An active data connection is indicated by an "arrow" above the 2G/3G/4G/LTE display in the status bar.
Do I have to set the data access settings myself?
Data services are currently automatically configured for most European mobile operators. Some may need to be configured manually in the MMI. For more information, contact your mobile service provider.
How can I tell how much data has been used up?
Data services are currently automatically configured for most European mobile operators. Some may need to be configured manually in the MMI. For more information, contact your mobile service provider.
Which smartphones are compatible with Audi connect?
For information about compatible mobile phones, contact your Audi partner or visit www.audi.com/bluetooth.
How can I terminate an active data connection?
An active data connection can be manually terminated by setting the establish connection setting to "never". Another option is to switch the data module off. Removing the SIM card also terminates the connection.
Can the data connection be permanently disabled?
In vehicles with MIB2+ installed (or newer), Audi connect can be prevented from using mobile data or sending data in the MMI menu. In the settings, click on data management. Here, under "Privacy", you can disable "Allow data transmission".
My system has stopped working, how can I reset the Audi connect connection?
Carefully remove the SIM card by lightly pressing on the card until you hear a click and the card comes away from the slot. Now gently insert it back into the slot.
My system is no longer responding or is offline. What is the reason for this?
This can happen, for example, if your reception is too weak, there are problems with the service provider, or the hardware is damaged (such as the SIM card or the vehicle antenna).
How can data roaming be disabled or completely prevented?
Roaming is disabled in the MMI factory settings. This can be changed and checked at the following location:
TEL >> Settings >> Connections >> Data connection >> Data roaming
This setting will always be saved for the current SIM card or for the currently connected mobile phone.
Where in the MMI can I see how much data has been used up?
An "online consumption meter" is integrated into the telephone settings. This can be called up at the following location:
TEL >> Settings >> Connections >> Online consumption meter
The consumption meter displays the data volume that has been received and sent via Audi connect. The statistics can be reset. In this case, the amount of data will be re-displayed, starting at 0 bytes from the date of the reset, together with the date of the last reset. Each SIM card has its own statistics. Please note that these will not necessarily coincide with the billing periods of your mobile service provider.
Licences
Audi connect navigation & infotainment – which licences apply?
MMI3G+ For the "Traffic online" service for 3 years.
MIB1 High A3: 3 years for selected services (for more information, ask your Audi partner)
MIB2 A6, A7, TT, R8: 3 years for selected services A3PA, A4, A5, Q2, Q5, Q7: IT0 = 3 months from the delivery date IT1 = 3 years from the delivery date IT2 = 3 months from the delivery date IT3 = 3 years from the delivery date
Audi connect emergency call & service – which licences apply?
The Audi connect Emergency Call, Online Roadside Assistance, Audi Damage and Audi Online Service Appointment services are provided for up to 10 years from vehicle delivery.
Audi connect e-tron services – which licences apply?
10 years for all e-tron services
What other licence information is there?
a) Audi connect SIM (eSIM) - The Audi connect SIM is not affected by the licences. It belongs to the so-called data modules. - Wi-Fi data packages are not affected by the licences. They need to be booked separately.
b) Licence extension: - Your Audi partner will provide you with information about licence renewals - You can see the current terms of your licences in your vehicle
Does activating Audi connect cost anything?
Some models include a 3-month teaser phase, but most models have an Audi connect licence term of 3 years. The exact duration of the licence term can be found in the licence overview in your vehicles's MMI..
Audi connect navigation & infotainment: The availability of the services supported by Audi connect navigation & infotainment depends on the country you are in. The Audi connect services will be made available for at least one year from vehicle delivery. After 24 months following vehicle delivery, the term of the Audi connect services will be extended once, free of charge, for a period of 12 months. If you do not want it to be extended, please let us know by writing to the following address:
AUDI AG Customer care xxx xxx xxx Email: xxx@audi.xx Tel.: xxx
Your Audi partner will inform you about subsequent options for renewing your Audi connect services. Depending on the vehicle model, Audi connect allows access to Google⁴. Permanent availability cannot be guaranteed; this is the responsibility of Google⁴. For more information on Audi connect, please visit www.audi.com/connect or contact your Audi partner. For information on tariff conditions, please contact with your mobile service provider.
Emergency call & service: The Audi connect vehicle control services can be used free of charge for three years following vehicle delivery and can subsequently be renewed for a fee. The Audi connect theft location system⁵ is available for one year following vehicle delivery and activation and can subsequently be renewed for a fee.
What is myAudi?
myAudi is the customer portal for all Audi drivers, based on a secure login area. All service offerings and connect services can be booked, managed and used via an intuitive user interface. The user can set up any Audi vehicle he or she owns.
How do I set up myAudi?
- Register on my.audi.com via mobile phone, tablet or PC - Log in with your email address and your password (your email address is your username) - In the right navigation bar, add your vehicle to your account via the "Add vehicle" plus button. You will need your VIN (vehicle identification number) for this.
What is the myAudi app¹ and what can I use it for?
The myAudi app¹ acts as a link between you, your Audi, the environment and your everyday life. With the app, you can retrieve real-time information about your vehicle at any time and thus keep an eye on things like the fuel level, range, service appointments, alerts, and much more. Plan your trips at your convenience in the app and send destinations and routes directly to your vehicle. The air conditioning as well as opening and closing the vehicle doors can also be operated remotely. (Depending on the model and fittings of your Audi, the availability of services may vary) Some of the features are dependent on third parties and may not be available at all times to the full extent and in every country.
Give family, friends or colleagues access to your Audi (for select Android smartphones only). The myAudi app¹ is always offered by the importer in the market in question. Information about the importer can be found in the app's legal notice.
All features at a glance: Audi e-tron - Plan and manage your charging process conveniently with your myAudi app¹ - Call up specific information such as electrical range, charge level, and remaining charge time
Navigation - Send destinations and routes from your mobile device to your vehicle - Plan your routes, including the route on foot to the vehicle - Access contacts and addresses from your vehicle
Service - Always keep an eye on service appointments, upcoming maintenance, and all additional information - Access your digital logbook via the app - Find your Audi service partner near you - Manage your expenses and journeys in the digital cost and logbook
How do I separate my vehicle from an old myAudi account?
Log out of the myAudi account in the vehicle: - In the MMI, go to Users - Log out of "your username"
In the MMI: - Go to Users - User administration - Remove all users
Setting up the Audi connect packages
How do I set up the Audi connect emergency call & service package (MIB2)?
Most of the Audi connect emergency call & service functions are ready for use immediately after delivery and without any further steps. To be able to make full use of the package, it is recommended that you create a myAudi user and link yourself to the vehicle as the main user. The automatic service reminder can then be configured and activated.
The services of Audi connect emergency call & service are subject to a free 10-year licence from the date of vehicle delivery.
How do I set up the Audi connect emergency call & service package (MIB2+)?
Most of the Audi connect emergency call & service functions are ready for use immediately after delivery and without any further steps. To be able to make full use of the package, it is recommended that you create a myAudi user and link yourself to the vehicle as the main user. The automatic service reminder can then be configured and activated.
The services of Audi connect emergency call & service are subject to a free 10-year licence from the date of vehicle delivery.
How do I set up the Audi connect navigation & infotainment package (MIB2)?
a) Connect using myAudi access data: To link your vehicle to your myAudi account, you can log in with your myAudi account access data in the MMI. To do this, in the MMI select: - Audi connect - Options - Login - Now enter your username and password and log in.
b) Connect using your myAudi PIN: - Alternatively, you can log in from within the MMI using your myAudi PIN. To do this, click through the following sequence: - Audi connect - Options - Login - Input using myAudi PIN - Now enter your myAudi PIN
How do I set up the Audi connect navigation & infotainment package (MIB2+)?
a) Connect using myAudi access data: To link your vehicle to your myAudi account, you can log in with your myAudi account access data in the MMI. To do this, in the MMI select: - Audi connect - Options - Login Now enter your username and password and log in.
b) Automatic transfer of username/email address:* - Requirement: Wi-Fi hotspot³ is activated in the vehicle and you are logged into the myAudi app¹ - GTo do this, go to Settings - Wi-Fi - Enable Wi-Fi hotspot³
* If you have not yet created your Audi in your Audi account, this will be done automatically for you
Connect services – information
Why am I no longer able to access the "Google Earth"⁴ map view in the MMI of my Audi?
Discontinuation of the Audi connect "Google Earth"⁴ service and affected Audi models: The Audi connect service "Google Earth"⁴ previously enhanced the map view of the Audi navigation systems with a photo-realistic look. Due to a technical change made by the third-party provider Google⁴, the Audi connect service "Google Earth"⁴ will no longer be available from 1 January 2021 for the Audi model series A3, A4, A5, A6, A7, Q2, Q5, Q7, TT and R8 built before the model year 2017. If the model series mentioned were built from model year 2017 onwards, it may be possible to activate the Audi connect successor service "Satellite Map" via a free software update within the warranty and/or guarantee period (licence periods and extensions of the "Google Earth"⁴ or "Satellite Map" service remain unaffected). Regardless of the model year, the Audi models A1 and Q3 of the respective first vehicle generation cannot be updated and will no longer support the Audi connect service "Google Earth"⁴ from 1 January 2021 onwards.
Audi models not affected: No action is required for all Audi models from model year 2019 onwards, because these models have been technically designed for the "Satellite Map" successor service and support it without an additional software update. The latest model generations of the Audi A1, Audi A3, Audi Q3, Audi A6, Audi A7, Audi A8 and Audi e-tron are also not affected, because these models have been supplied exclusively with the Audi connect "Satellite Map" service since the start of production.
Further information: For further information on whether your Audi is affected by the discontinuation of the Audi connect "Google Earth"⁴ service, and as to whether it can receive a free software update for the "Satellite Map" successor service, please contact your Audi partner.
1) Destination input via myAudi
How does destination input via myAudi work?
Destination input via myAudi makes it easy to plan navigation destinations and routes from the comfort of your home computer or smartphone. myAudi allows individual destinations to be sent to the vehicle. These can be loaded into the MMI® navigation plus system at the start of the journey and do not have to be entered manually again.
What requirements are there in order to be able to use the service?
For this service, you will need MMI 3G+, MIB1 High, MIB2 High / High Scale or MIB2+ High. To use the service, you will need to download the myAudi App¹, have a myAudi account and pair this to the vehicle. Compatible with Apple iOS 10.0 and Android 6.
How does the service work?
In myAudi: Call up "Audi connect" and select the service "Destination input via myAudi". It is possible here to create new destinations by searching or entering the address. Destinations can also be edited or deleted.
The destinations can be called up in the vehicle as follows: MIB2: In MIB2, you can retrieve your destinations via destination input/received destinations.
MIB2+: In MIB2+, the destinations will appear in a notification and will also be listed in your myAudi destinations.
Manage saved destinations: You can call up saved destinations in myAudi via the vehicle's navigation system. The destinations will be saved locally in the vehicle. Deleting or editing destination is also done locally. Back-synchronisation with myAudi is not possible.
Number of saved destinations in myAudi: You can save up to 50 destinations in myAudi. Once you get to 51, the first destination will be overwritten. The destinations are only overwritten in myAudi and are not automatically transferred to the destinations saved locally in the vehicle.
How many contacts can be imported permanently into the vehicle address book?
The maximum number of contacts that can be imported permanently from your phone to the vehicle address book in the MMI is 100, including the maximum number of 50 online destinations from your myAudi account. If, for example, 80 of the vehicle address book's contact memory spaces are already being used, another 20 memory spaces are available for contacts from the myAudi account.
2) Audi connect key⁶
Can I also drive off without a vehicle key if I use the Audi connect key⁶?
Yes, because with the Audi connect key⁶, your smartphone⁷ takes over the functions of the conventional vehicle key: opening and closing the vehicle and starting the engine.
3) Online search for navigation destinations
How does online search for navigation destinations work?
Online search for navigation destinations makes journeys an interactive experience. Access to the full spectrum of the comprehensive Internet database allows you to search for points of interest via free text input and provides matching information such as photos, opening hours and visitor reviews. The integrated voice recognition function, which can be conveniently operated at the touch of a button on the multifunction steering wheel, offers even more comfort and safety. Online search for navigation destinations – the destination already firmly in view during the journey. With the myAudi app¹, you can also use the point-of-interest search on your smartphone⁷.
How to operate: Online search for navigation destinations can be called up in two ways:
1) via the MMI control panel: Navigation >> "Route guidance" >> "Online destinations" >> Google⁴ Search - Near my current location - Near my destination - In a new location You can then search for your desired destination by inputting free text (via the rotary pushbutton or MMI touch), analogous to searching in Google Maps⁴ on your home PC (e.g., hotel, Italian restaurant, museum, etc.)
2) Via voice control: Variant a): - Activate voice control via the multifunction steering wheel - Use the voice command "Online destinations" or "Search online for..." - Near my current location - Near my destination - In a new location - Select one of the options - State your desired point of interest aloud (e.g., hotel, Italian restaurant, museum etc.)
Variant b): - Activate voice control via the multifunction steering wheel - Use the voice command "Online destination xxx" (xxx = desired destination) - The system will search for the point of interest near your location
4) Online traffic information
How can I enable and use the "online traffic information" service?
To enable: Online traffic information is disabled in the factory settings and needs to be enabled once in the MMI.
To enable in the Audi A3: Navigation >> Settings >> Online traffic information >> on Navigation >> Settings >> Online traffic information licence >> Enable online traffic
To enable in other vehicles with Audi connect: Info >> Settings >> Online traffic information >> on Info >> Settings >> Online traffic information licence >> Enable online traffic information
Usage: The icon in the bottom left corner of the screen illustrates the traffic information currently being received: TMC / TMCpro / ONLINE. The ONLINE icon indicates that "online traffic information" is being received and used. Note: The icon is only visible if dynamic traffic jam circumvention is enabled:
Navigation >> Settings >> Map display >> Traffic
The current flow of traffic is visualised in this map display using coloured sections of road:
Navigation >> Settings >> Route criteria: Dyn. traffic jam circumvention on
Online traffic information can be highlighted in colour in the navigation map (for clarity, this view contains fewer colours than the standard map):
Green: free-flowing traffic Orange: slow-moving traffic Red: congestion and closures
Traffic obstructions such as roadworks, traffic jams, closures, etc. are displayed in all map views by hatching, while traffic flow information is only displayed in the "Traffic" maps.
What does the display of a hatched route marking mean?
In the event of a current traffic alert or hindrance (for example, if there are roadworks), the coloured road marking will be displayed as hatched in this section of the road (for example green/black). This marking visualises the length of the traffic obstruction.
5) Online News⁸
What is online news⁸?
Online news allows you to see texts and images relating to current world events inside the vehicle. These are provided by national and international editors. The thing that is special about online news: you can choose freely from a variety of different news sources (RSS feeds) and can configure them freely. If you do not make a custom selection via your myAudi account, you will receive the news from the basic service. A read-aloud function offers a convenient way to use the service.
How do I configure my custom news sources?
You can select news sources (RSS feeds) and subsequently configure the service via your myAudi account. During the last step of the configuration, you connect the vehicle and the myAudi account via the Audi connect "Login" menu in the vehicle's MMI.
6) Filling station information
What information do I receive with filling station information?
Find cheap filling stations in your area or at your destination. Sorted by price or distance, for an efficient stop. The service will let you know where you can fill up with the right fuel and will list the available filling stations, sorted by price. With the option to navigate there directly. A read-aloud function offers a convenient way to use the service.
7) Audi music stream⁹
Where can I get "Audi music stream"⁹ and which smartphones does it work on?
The Audi music stream⁹ app (or the Audi MMI connect app) can be downloaded for iOS and Android devices in their respective app stores. For information about compatible smartphones, please visit www.audi.com/mp3.
How does "Audi music stream" work?
The Audi music stream app connects to the MMI via Wi-Fi to stream Internet radio and locally stored music from the smartphone and operate it via the MMI. The vehicle's internet connection is used.
How do I operate "Audi music stream"?
In the Media area, select the source Wi-Fi media player. In your smartphone settings, select and connect to the MMI's Wi-Fi hotspot³. After launching the Audi music stream app, you can choose between internet radio and media library in the MMI.
8) Online media streaming³
How do I enable the "online media streaming" service³?
The "online media streaming" service³ does not need to be enabled.
Does Audi connect not support Amazon music in the A6?
No, this is not supported in the Audi A6
Information about the Wi-Fi hotspot³ and data connectivity via Cubic
Information about the Wi-Fi hotspot³ and data connectivity via Cubic
The Cubic Telecom Data Plans Service is a worldwide communications service provided by Cubic Telecom. Cubic Telecom offers you data packages with different data volumes and durations for using this first-class data service. Our data packages enable you to have virtually uninterrupted broadband internet access directly in your Audi. High costs and annoying push notifications when travelling across Europe are a thing of the past: when crossing national borders, our data packages directly access the providers in each country, so you can focus on your journey. The SIM (eSIM), which is already installed in your vehicle in the factory, enables you to use our data service without any complications. With the Cubic Telecom data packages, up to eight mobile devices can use the Wi-Fi hotspot³ in your Audi to access fast Internet, even on the go. You can book our data packages in advance at your convenience either directly in the car or online via your user account.
The prepaid procedure offers you the following advantages: Cost: highly competitive data tariffs for your Wi-Fi hotspot³ through the use of an eSIM. There is hardly any difference in price compared to respective data tariffs of local providers.
Comfort: the Cubic Telecom data packages work cross-border in 33 European countries. Reliability: the factory-installed SIM card complies with the automotive standard and has been extensively tested over more than 300,000 kilometres across Europe. From Sweden to Spain and from Ireland to Italy.
In which countries can I use the Cubic Telecom data packages?
With our data packages, you can conveniently use your Wi-Fi hotspot³ directly in your Audi in the following countries:
o Belgium o Bulgaria o Denmark o Germany o Estonia o Finland o France o Greece o United Kingdom o Ireland o Italy o Croatia o Latvia o Liechtenstein o Lithuania o Luxembourg o Malta o Macedonia o Monaco o Netherlands o Norway o Austria o Poland o Portugal o Romania o Sweden o Switzerland o Slovakia o Spain o Czech Republic o Hungary o Cyprus
How do I book the data packages?
There are two ways to book our data packages.
1. Via the online portal of Cubic Telecom a) Log in to your user account at audi.cubictelecom.com. If you do not already have an account, you can register for a free user account at https://audi.cubictelecom.com/en/register.
b) On the overview page, select the "Data packages" option to get an overview of all available data packages.
c) After you have decided on a package, you will be forwarded to the payment process. Double check that the selected package is correct. Now, you can either pay with a credit card that is already saved or add a new one to complete the purchase.
2. Top up directly in your Audi a) To be able to use this method, you need a user account from Cubic Telecom. If you do not have an account yet, you can register for a free user account at https://audi.cubictelecom.com/en/register.
b) You can enable the "Top up in car" function when you book your data packages via our online portal. You will only need to do this once. To do this, select "Enable top up in car" during the booking process.
c) Afterwards, select the "Data packages" option in your Audi's MMI and then "Book data package".
d) Choose one of the displayed data packages and then select "Buy".
Note: By entering a mobile phone number and enabling the "Notification" function in your user account, the main user will receive SMS notifications when credit runs low as well as purchase confirmations directly on his/her smartphone. This way, you can keep track of the amount of data your vehicle is using. The fee for this is charged to the credit card saved as the "preferred" card in the portal.
What data packages are there and how much do they cost?
We offer you three different data packages with different data volumes and durations. It is also possible to book several data packages, which are then used consecutively. Select a country to see the prices. All data packages can be used with up to 8 devices in 33 European countries. All prices include VAT.
How do I set up a user account with Cubic?
Setting up your user account takes only a few minutes. Simply complete the details in the registration form, add your vehicle, and then confirm your billing address.
Note: Some countries may require additional identity verification at this point.
Which Audi vehicles are equipped with the Cubic Telecom data service?
The Cubic Telecom data service is currently available in the current versions of the following models: Q2 (from year of construction 2016), A3 (from year of construction 2016), A4 (from year of construction 2016), A5 (from year of construction 2016), Q5 (from year of construction 2016), Q7 (from year of construction 2016), A6 (from year of construction 2018), A7 (from year of construction 2018), A8 (from year of construction 2018), Q8 (from year of construction 2018).
What is "top up in car"?
The "top up in car" feature enables data packages to be booked directly in your Audi's MMI. It first needs to be enabled once in your user account as part of a data package purchase. Your credit card details are stored securely and you can set top-up limits and SMS notifications according to your preferences. All further data packages can then be conveniently booked in the future directly in the vehicle without a long checkout process.
Note: By entering a mobile phone number and enabling the "Notification" function in your user account, the main user will receive SMS notifications when credit runs low as well as purchase confirmations directly on his/her smartphone. This way, you can keep track of the amount of data your vehicle is using. The fee for this is charged to the credit card saved as the "preferred" card in the portal.
How do I manage my saved credit card data?
Credit card information can be securely entered and saved in your Cubic Telecom user account as part of each purchase process. It is possible to save multiple credit cards, to choose a standard or preferred card, and to remove cards as you wish.
To manage your credit cards, select "Manage account" in the user account and then select "Credit cards". Every time you make a purchase, you will be asked if you would like to use your preferred card or add a new card.
Which currency is used for billing?
The Cubic Telecom data packages are billed in the currency of the country you chose when you first registered. If you are the default user for a car, the car's top-up currency is the currency used in the country the SIM owner is registered in.
How do I manage my account data and my data usage?
Select "Data packages" under "Audi connect" in your Audi's MMI. Here you can see your current data packages, book data packages ("Top up in car") and contact our support. You can also log in to your user account online with your username and password. Here, you can book data packages, check your usage in real time, manage personal information, and set top-up limits and SMS notifications.
Can I change the home country of my choice?
In exceptional circumstances, such as, for example, if you move to another country, you can change the home country in which you would like to book data packages. To do this, please contact our customer service: https://audi.cubictelecom.com/en/contactUs
Can I delete my Cubic Telecom user account?
You can delete your account at any time by logging in and then selecting "Delete account" in the account information.
Information for verification by the dealer (with myAudiGo)
What advantage does verification by the dealer offer?
With myAudiGo, the dealer can create a myAudi account without the customer needing to be present and can then link the purchased car directly to the account. For connect-capable (IW3) cars, in particular, the tool offers the advantage that the preparatory steps that need to be taken to use the connect services can be handled by the dealer. The verification and nomination process is taken off the customer's hands and ensures that full advantage can be taken of connect services. The customer still has the option of creating a myAudi account him/herself: when it comes to "myAudi Go", the customer has free reign. However, it is essential that a declaration of consent be signed with the dealer. Only once this is available can the account be created for the customer via "myAudiGo". A template can be found in the myAudiGo download area.
What is the difference between "Online verified" and "Dealer verified"?
In online verification, the customer him/herself confirms the accuracy of his/her information. This will make it possible to use all emergency call & service (IW3) services. With dealer verification, an Audi partner/dealer confirms the customer data on the basis of an identification document. This level of verification is required to use services such as the Audi connect key¹⁰.
What documents does the customer have to present to the dealer to create a myAudi account via the dealer?
The customer must provide an official identity document with a photograph, e.g., an identity card or passport, in which all the data to be verified are included. Furthermore, the customer must sign a declaration that he/she consents to being registered on myAudi. A template can be found in the myAudiGo download area.
What does verification mean?
Verification confirms that the customer registered in myAudi is a natural person and that the data entered is correct. Verification is a prerequisite for becoming the main user of a vehicle.
What is a main user?
The main user is verified by the dealer as the main user and concludes a main user agreement with it.* The main user can control the safety-critical functions of a vehicle and name additional users.
* The main user verification process may vary by country.
What is a user?
The main user of a vehicle can designate users to operate the services in the emergency call & service package.
Why did the customer not receive an activation email?
Check if an error occurred when entering the email address. If this is the case, the customer must be re-registered. It might be that the email has been sifted out by the customer's spam filter. The customer should check his/her spam folder.
Why can the customer not use any Audi connect services?
Depending on the service, different requirements must be met. There is a distinction between infotainment services and services that fall under emergency call & service.
Infotainment: - The customer has a myAudi account. - The infotainment services were paired by entering the myAudi PIN in the vehicle.
Safety & service: - The customer has a verified myAudi account. - The infotainment services were paired by entering the myAudi PIN in the vehicle. - The customer is named in the vehicle as the main user.
How does the customer become the main user of a vehicle?
The customer must have a verified myAudi account. This can be created in myAudiGo. The main user must be named in the vehicle via the MMI.
How can the customer add an Audi partner as a preferred partner?
In the "My Audi partners" section in myAudi, three types of preferred partners can be recorded:
- Preferred partner: You can choose at most one preferred partner. This partner is valid for the customer's entire account and can be defined by the customer at any time. - Preferred sales partner: this partner is defined for each vehicle and requires at least one vehicle to be associated with the account. - Preferred service partner: this partner is defined for each vehicle and requires at least one vehicle to be linked to the account.
Functions on Demand
Requirements
Is my dream vehicle capable of Functions on Demand?
The availability of Functions on Demand depends on the model – the models that currently enable Functions on Demand can be found at www.audi.de/functions-on-demand.
What hardware or software do I need for Functions on Demand to be able to work in my vehicle?
For vehicles that have Functions on Demand capability, the necessary hardware and software are already built into the vehicle as standard.
How can I be sure that the selected features will work in my vehicle?
Before purchasing, the functionality of the selected features is checked over the air.
Terms
Can I choose between different terms?
You can choose between different terms that suit your individual needs. Choose between 1 or 6 months, 1 or 3 years, or permanent activation of the offer.
Can I extend the term for my features booked via Functions on Demand?
You can book the same Functions on Demand features again (in the sense of a renewal) via the myAudi app¹. › 10 days before the existing booking expires (if the existing booking has a term of ≤ 12 months) › 20 days before the existing booking expires (if the existing booking has a term of > 12 months)
Can I try out the features before buying them?
You have the option of booking a test month. Each function can be tested once per nominated main user for 1 euro for one month. This can be done for max. 2 main users per year and vehicle. You can renew the offer during this month already.
Booking and activation
How does booking equipment via Functions on Demand work?
You have the option of booking a 1-month trial. Each nominated key user can test each function once, for a trial period of one month and at a cost of 1 Euro. This is restricted to a maximum of two key users per year and vehicle. During this first month you will already be able to extend your booking of the function. The 1-month trial can only be activated within the first six months after the key users have been nominated.
How do I activate the features I have booked using Functions on Demand?
The features you have booked via Functions on Demand are activated "over the air" after booking.
Prerequisite: the vehicle must be online in order for your features to be activated (vehicle must have mobile network reception, privacy mode must not be activated). Once the booking is complete, your vehicle will need to be restarted.
How long does it take to provide the additional features?
As a rule, the features are activated in the vehicle promptly after purchase (within minutes). In individual cases, activation may take a little longer (1–2 hours). The function will be fully available to you in your Audi the next time you start the vehicle.
How and where can I check whether my Functions on Demand booking was successful?
1) myAudi App¹: Account Settings >> Orders 2) In the vehicle MMI: the booked function is visible in the "Purchases" tile Prerequisite: your vehicle must be online and the ignition must be restarted. Notification of the download for the function activation is provided in the MMI. The function can then be seen in the "Purchases" tile.
Where can I see the features I have booked via Functions on Demand?
You can view the features you have booked via Functions on Demand in the myAudi app¹ under Account Settings >> Orders >> Purchases in the vehicle MMI.
Are the features booked via Functions on Demand linked to the myAudi user or to the vehicle?
The booked Functions on Demand features are always linked to the individual vehicle identification number (VIN) and not to the myAudi user.
Does a change to the main Audi connect user have an impact on the Functions on Demand bookings and their terms?
Any change to the main Audi connect user will not affect an active Functions on Demand booking or its term.
I want to sell my vehicle. What happens to my active Functions on Demand bookings if I sell my vehicle?
Functions on Demand features are booked for the vehicle, i.e., they are linked to the individual vehicle identification number (VIN) for the duration of the term. When a vehicle is sold, the booked functions and remaining terms remain in the vehicle and can be sold with it.
Technical problems
Where can I find help in the event of technical problems with the features I booked using Functions on Demand?
In the event of technical problems, please contact Audi customer support
AUDI AG Customer care Germany Postfach 10 04 57 85045 Ingolstadt
Phone: 0800 - Audi Service (0800 - 28 347 378 423) Fax: 0800 - Fax to Audi (0800 - 329 262 834) Email: kundenbetreuung@audi.de
Right to cancellation
Do I have a right to cancellation?
When purchasing Functions on Demand features, you have a statutory 14-day right to cancellation.
Payment and invoicing
How are the features I have booked via Functions on Demand billed?
You will receive a separate invoice for each feature booked via Functions on Demand.
What is the VAT rate when purchasing features via Functions on Demand?
The amount of VAT corresponds to the VAT rate in the country that you specified in your billing address.
*
The availability of functions on demand is model-specific. You can find the range for your individual model in the Audi Functions Store in myAudi. Further information can be found on this website or obtained from your Audi partner.
Audi Application Store
Which data connection is used to download the apps?
Customers can access the Audi Application Store via the integrated eSIM. In order to download, update and use the apps, a data connection must be established. In Germany, customers receive 25 GB in the first year. They need to activate this via the Cubic Telekom portal.
Are there any apps specifically for Audi, and do they come pre-installed?
Yes, but only Alexa at the moment.
Do customers have to pay for the individual apps?
No, customers can currently download the available apps free of charge. (Depending on the app, customers may need to take out their own personal subscription with the provider to use the individual services, or the premium versions of the services. Similar to using apps on a smartphone.)
What else needs to be borne in mind? Is it also possible to sign up to apps via the myAudi app¹?
Customers need a myAudi account and must connect it to the vehicle. It is currently only possible to select and download the chosen apps in the MMI in the vehicle.
1
The current compatibility of the iOS/Android operating system can be found in the description of the myAudi app in the respective app store. Prior registration required at www.my.audi.com.
2
Engine start not possible without vehicle key.
3
Requires paid data volume via an Audi partner.
4
Google and the Google logo are registered trademarks of Google Inc.
5
Please note: The functions only work within system limits and are partially dependent on the availability of third-party services. AUDI AG accepts no liability with regard to the accuracy of this data. The Audi connect theft location system function can only be used via the myAudi app¹‧ ² in conjunction with a myAudi account. The service can be configured, activated and managed via the myAudi App¹‧ ². The Audi connect theft location system is available for one year from vehicle delivery and activation and can then be extended for a fee.
6
The prerequisite is the special equipment Audi connect Emergency Call & Service with Audi connect Remote & Control and the optional comfort key. The Audi connect key can initially be used free of charge for 24 months from the date of delivery of the new vehicle and is then extended once for 12 months free of charge. The Audi connect key can then be extended for a fee.
7
Information on compatible cell phones (prerequisites include Android operating system, NFC technology and Secure Element integrated in the smartphone) is available from your Audi partner or at www.audi.com/bluetooth.
8
For editing the newsfeed in myAudi a myAudi account is required.
9
The basic availability of Amazon Music and Apple Music depends on the country. Data volume and an account with the corresponding services are required for use. The providers reserve the right to switch off the service at any time.
10
The optional comfort key is a prerequisite for the Audi connect key.