2023-2024 Audi Connect Key User Pairing & myAudi Login Errors

Symptoms

Owners of affected 2023-2024 Audi vehicles may encounter difficulties with the Audi connect key user pairing process or completing their myAudi login in the vehicle. These issues are typically accompanied by specific error messages displayed on the MIB3 MMI system:

• "the vehicle code is incorrect"
• "there was a connection error."
• "the login could not be performed. Please try again later."
• An indefinite display of "Please wait"
• "Vehicle code could not be verified."

Technical Background

This Technical Service Bulletin (TSB 2065817/3) addresses problems with key user pairing and myAudi login for vehicles equipped with the MIB3 MMI system. The key user pairing allows for remote services via the myAudi app (MY18+).

While there are several methods for key user pairing, including entering a vehicle code directly into the MMI or via the myAudi app, a ConBox software error can prevent a successful myAudi login. This software issue can be intermittent or permanent.

Production Solution

Audi implemented a backend change in Q1/23 to improve the key user pairing process, specifically allowing it to be set directly in the MMI for MY22+ vehicles, which was previously unavailable. This update aims to streamline the process and reduce common errors.

Troubleshooting Key User Pairing

If you are experiencing errors when adding the vehicle code into the myAudi app or the MMI, consider the following steps:

• Verify Vehicle Code: Ensure you are using the correct vehicle code. For MY20-21 cars, the last seven digits of the VIN are on the plastic key tag. If the key tag was replaced, the VIN might not be listed.
• Check for Related TSBs: For MY22 Q5 models, refer to TSB 2065729, "91 Audi connect: adding vehicle code fails with the message 'Vehicle code could not be verified.'" If you see an indefinite "Please wait" message, consult TSB 2064385, "91 Audi connect GEN3: Key User pairing in vehicle fails in the MMI."
• Re-register Customer: For other MY22 vehicles, if the code is correct, have the customer re-register in the myAudi customer registration application. This action automatically sets the preliminary key user. The myAudi login must then be performed within 72 hours in the MMI. If already logged in, log out and then log in again.

Troubleshooting myAudi Login in MMI

If you are having trouble completing the myAudi login in the vehicle using the MMI:

• For Model Year 2022 vehicles with MIB3: Check ElsaPro for open campaigns such as 90T6 ConBox Software Update (NVLW) or 91CQ ConBox Software Update (NVLW). If a campaign is open, perform the ConBox software update and retry the myAudi login. If all campaigns are complete, use ODIS to check the software version of the J949 Emergency call module (diagnostic address 0075). The updated software version should be 0372 or higher.
• For Model Year 2021 vehicles with MIB3: Check ElsaPro for the 91DZ - Rearview Camera Software Update campaign.
• For Model Year 2020 A4 and A5 with MIB3: Check ElsaPro for TSB 2067021, "91 MIB3: Garage door opener / SXM / Online Radio grayed out, connectivity issues and various malfunctions (CLU35)." Perform all software updates (MMI, ConBox, and Gateway) and then retry the myAudi login.

Additional Troubleshooting for All Models and Model Years

If the Audi connect key user pairing or myAudi login still fails after the above steps, consider these additional troubleshooting measures:

• 4-Digit S-PIN: Ensure the customer has a 4-Digit S-PIN set in the myAudi app under "myAudi account profile icon (lower right) >> Account Settings >> PIN." If only "Set PIN" is an option, a PIN needs to be created. Otherwise, use "Change PIN" or "Forgot PIN" and retry the login.
• Key User Deactivation/Reactivation: If the key user is set, using "Change PIN" temporarily deactivates remote functions. Reactivate via "User management" >> "All functions" >> "User management" >> "Select Name for Key user" >> Scroll down and select "Reactivate." Using "Forgot PIN" temporarily removes the key user until myAudi login is performed.
• VIN Management in myAudi App: Check if the VIN is added to the customer's myAudi account. If not, add it and retry login. If the VIN is present, try removing it by swiping right to left over the vehicle image on the vehicle list screen and selecting "Delete," then re-add the VIN and vehicle code. This also resets the key user.
• Contact Support: If all previous steps fail, open a ticket with the Audi Digital Business Support team via https://Audi.Zendesk.com/.

Important Notes

• A 72-hour period must be observed when performing the myAudi login after certain steps. This is a security measure for the key user pairing process. If the myAudi login is completed outside this window relative to customer registration or vehicle code addition, the user must log out and log in again.
• This TSB (2065817/3) is informational only and not applicable to any Audi Warranty.

Required Tools or Parts

Technicians will need access to ElsaPro for checking open campaigns and ODIS for verifying software versions. The following Technical Service Bulletins are also referenced for troubleshooting:

• TSB 2065729: 91 Audi connect: adding vehicle code fails with the message "Vehicle code could not be verified."
• TSB 2064385: 91 Audi connect GEN3: Key User pairing in vehicle fails in the MMI.
• TSB 2067021: 91 MIB3: Garage door opener / SXM / Online Radio grayed out, connectivity issues and various malfunctions (CLU35).

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Source: NHTSA ID 10241452