2023-2026 Audi connect GEN3 Key User Pairing and myAudi Login Issues

This Technical Service Bulletin (TSB 2065817/4), superseding TSB 23-20 dated August 8, 2023, provides comprehensive guidance for diagnosing and resolving issues related to Audi connect GEN3 Key User pairing and myAudi login problems in various 2023-2026 Audi models. Owners of affected vehicles, including the Audi e-tron, may encounter difficulties establishing key user functionality or accessing myAudi services within their vehicle's MMI system.

Symptoms

Owners may experience the following symptoms when attempting to set up Key User pairing or log into myAudi:

• An error message stating, "the vehicle code is incorrect."
• An error message indicating, "there was a connection error."
• An error message displaying, "the login could not be performed. Please try again later."
• For Key User pairing, the system may show "Vehicle code could not be verified."
• An indefinite "Please wait" message during Key User pairing in the MMI.

These issues can prevent access to essential vehicle-related services like remote locking/unlocking and auxiliary heating, as well as personalized infotainment features such as news feeds, stored addresses, and synchronized MMI user settings.

Diagnosis / Trigger Conditions

Technicians will perform a series of checks to diagnose the root cause of the myAudi login or Audi e-tron key user pairing issues. These checks include:

• Mobile Phone Reception: Verifying adequate LTE signal strength with bars and data arrows.
• Connect Services Functionality: Confirming that other connect services like weather, news, and online traffic data are working.
• Privacy Settings: Ensuring no restrictions are in place within the privacy settings that could interfere with login.
• myAudi Password: Advising to change the length of the myAudi password (either longer or shorter) to rule out password-related glitches.
• Previous Login Success: Determining if myAudi login has ever worked in the specific vehicle.
• Alternative Account/Vehicle Login: Testing if a different myAudi account works in the vehicle, or if the current myAudi user can log in successfully in a different vehicle, or via the myAudi portal and app.
• myAudi Portal Settings: Checking for a nickname assignment or an sPIN (4-digit self-selected PIN) in the myAudi portal, which is a security precaution for vehicle-related services. If an sPIN is set, changing it may resolve the issue.
• Login Prompt Origin: Identifying what prompted the myAudi login (e.g., a popup, setup wizard, or user administration setting).
• Error Message Duration: Documenting how long the error message appears (e.g., 1 second, 30 seconds).
• MMI Account Status: Checking if a myAudi account is already logged into the MMI.
• Infotainment Control Unit Reset: Confirming if the infotainment control unit has been reset to factory settings.
• Terminal 30 Reset: Performing a terminal 30 reset for control units 19, 75, and 5F.
• Vehicle Removal/Re-addition: Testing if removing and re-adding the vehicle from the myAudi account resolves the problem.
• Complaint Reproduction: Assessing if the complaint is reproducible consistently or intermittently, noting that IT system issues can sometimes cause brief problems.

Repair Procedure Summary

The repair procedure involves a combination of software updates and specific troubleshooting steps, depending on the model year and the nature of the login or Audi e-tron key user pairing problem.

Key User Pairing Troubleshooting:

For errors adding the vehicle code to the myAudi app or MMI:

1. Verify Vehicle Code: Ensure the correct vehicle code is being used. For MY20-21 vehicles, the last seven digits of the VIN are on the plastic key tag. If a replacement key tag was used, the VIN might not be listed.
2. Specific TSBs for Q5 and Indefinite "Please wait":
   • For MY22 Q5 vehicles experiencing "Vehicle code could not be verified," refer to TSB 2065729.
   • For any vehicle showing an indefinite "Please wait" message during Key User pairing in the MMI, refer to TSB 2064385.
3. Customer Registration: For all other MY22 vehicles, if the code is correct but an error persists, re-register the customer in the myAudi customer registration application. This sets the preliminary key user in the Audi connect backend. The myAudi login must then be performed in the MMI within 72 hours. If the customer is already logged in, they must log out and then log in again.

myAudi Login via MMI Troubleshooting:

For errors completing the myAudi login in the vehicle using the MMI:

1. Model Year 2022 Vehicles with MIB3: Check ElsaPro for open campaigns:
   • 90T6 ConBox Software Update (NVLW)
   • 91CQ ConBox Software Update (NVLW) If a campaign is open, perform the ConBox software update and then attempt the myAudi login again. If all campaigns are complete, check the software version of the J949 - Emergency call module (diagnostic address 0075) using ODIS. The updated software version should be 0372 or higher.
2. Model Year 2021 Vehicles with MIB3: Check ElsaPro for open campaign:
   • 91DZ - Rearview Camera Software Update If this campaign is open, perform ALL software updates (MMI, ConBox, and Gateway) and then attempt the myAudi login again. If the campaign is complete, check the software version of the J949 - Emergency call module (diagnostic address 0075) using ODIS. The updated software version should be 0372 or higher.
3. Model Year 2020 A4 and A5 with MIB3: Check ElsaPro for TSB 2067021, which addresses various connectivity issues. Perform ALL software updates (MMI, ConBox, and Gateway) and then attempt the myAudi login again.

Additional Troubleshooting for All Models and Model Years:

• 4-Digit S-PIN: Verify 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, the customer needs to set one. Otherwise, use "Change PIN" or "Forgot PIN" and retry login.
• Key User Reactivation: If the key user is set and "Change PIN" is used, remote functions in the myAudi app will temporarily deactivate. Reactivate via `User management >> All functions >> User management >> Select Name for Key user >> Scroll down and select