2021-2026 Audi myAudi Login & Key User Pairing TSB

Audi has issued Technical Service Bulletin (TSB) 91 24 94 2065817/4, dated December 17, 2024, to provide guidance on resolving issues where Key User pairing is not possible or the myAudi login cannot be completed in the vehicle. This TSB supersedes Group 91 number 23-20, dated August 8, 2023, due to updated information and service procedures. This TSB is crucial for owners experiencing problems with their connected services, as an Audi myAudi login not working can prevent access to important features.

This bulletin applies to a wide range of Audi models from 2021 to 2026 equipped with the MIB3 MMI system, including the Audi e-tron, A3, A4, A5, A6, A7, A8, Q3, Q5, Q7, Q8, and their S and RS variants. The document details various symptoms, diagnostic steps, and software updates to restore full functionality.

Symptoms of myAudi Login and Key User Pairing Issues

Owners may encounter specific error messages or functional limitations when attempting to set up a Key User or log into myAudi:

• An error message stating, "the vehicle code is incorrect" or "there was a connection error." when trying to set the key user.
• An error message indicating, "the login could not be performed. Please try again later." during the myAudi login process.
• For MY22 Q5 vehicles, adding the vehicle code may fail with the message "Vehicle code could not be verified."
• An indefinite "Please wait" message may appear during Key User pairing in the MMI.

These issues prevent access to personalized infotainment services, remote vehicle functions like locking/unlocking, and auxiliary heating.

Technical Background

Key User pairing allows owners to link their vehicle to their myAudi account, enabling remote services and personalized settings. This process can be completed by entering a vehicle code from a plastic key tag or activation card directly into the MMI, via the myAudi app, or through dealer registration. The myAudi login in the MMI is essential for accessing many connected features.

Audi has identified that a ConBox software error can prevent a successful myAudi login in vehicles equipped with the MIB3 MMI system. To address these concerns, backend changes were implemented in Q1/23 to facilitate direct Key User setting in the MMI for MY22+ vehicles. New software for myAudi login functionality was also introduced in late MY22 and all MY23 production vehicles.

Troubleshooting myAudi Login Issues

If you are experiencing an Audi myAudi login not working or Key User pairing issues, Audi recommends a series of diagnostic checks and procedures.

Initial Checks

Before proceeding with more complex steps, verify the following:

• Ensure your mobile phone has reception, and the LTE symbol with data arrows is visible.
• Confirm that Audi connect services (weather, news, online traffic) are functioning.
• Check privacy settings for any restrictions.
• Try changing the length of your myAudi password.
• Determine if the myAudi login has ever worked in the vehicle.
• Test if a different myAudi account works in your vehicle or if your myAudi user works in a different vehicle.
• Verify you can successfully log into the myAudi portal and app.
• Check if a nickname is assigned in your myAudi portal.
• Confirm a 4-digit sPIN is set in the myAudi portal for vehicle-related services; if so, try changing it.
• Note what prompted the login attempt (e.g., popup, setup wizard).
• Document how long any error messages appear (e.g., 1 second, 30 seconds).
• Check if a myAudi account is already logged into the MMI.
• See if the infotainment control unit has been reset to factory settings.
• Perform a terminal 30 reset for control units 19, 75, and 5F.
• Try removing and re-adding the vehicle from your myAudi account.

Key User Pairing Troubleshooting

For errors when adding the vehicle code:

• Always 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.
• If you own a MY22 Q5 and encounter the "Vehicle code could not be verified." message, refer to TSB 2065729.
• If you see an indefinite "Please wait" message, consult TSB 2064385, which addresses Key User pairing failures in the MMI.
• For all other MY22 vehicles, if the code is correct, re-register the customer in the myAudi customer registration application. Then, perform the myAudi login in the MMI within 72 hours. If already logged in, log out and log in again.

myAudi Login via MMI Troubleshooting

For issues completing the myAudi login in the vehicle via the MMI:

• For Model Year 2022 vehicles with MIB3: Check ElsaPro for open campaigns 90T6 ConBox Software Update (NVLW) or 91CQ ConBox Software Update (NVLW). If either is open, perform the ConBox software update and retry the myAudi login.
• For Model Year 2021 vehicles with MIB3: Check ElsaPro for open campaign 91DZ - Rearview Camera Software Update. If open, perform ALL software updates (MMI, ConBox, and Gateway) and retry the myAudi login. If campaigns are complete, check the J949 - Emergency call module (diagnostic address 0075) software version; it must be 0372 or higher.
• For Model Year 2020 A4 and A5 with MIB3: Check ElsaPro for TSB 2067021, which addresses connectivity issues and various malfunctions. Perform ALL software updates (MMI, ConBox, and Gateway) and retry the myAudi login.

Additional Troubleshooting for All Models and Model Years

• Ensure a 4-Digit S-PIN is set in the myAudi app under myAudi account profile icon (lower right) >> Account Settings >> PIN.
• If the Key User is set, using "Change PIN" or "Forgot PIN" may be necessary.
• Verify the VIN is added to your myAudi account in the app. If not, add it. If it is present, remove the VIN from the app and then re-add it along with the vehicle code; this action also resets the Key User.
• If all steps fail, open a ticket with the Audi Digital Business Support team via https://Audi.Zendesk.com/.

Important Warnings for Owners

• The 72-hour period for myAudi login after Key User pairing is a security measure. If the myAudi login is performed too early, you must log out and log in again to complete the pairing.
• If the Key User is currently set, using the "Change PIN" option will temporarily deactivate the remote function in the myAudi app. To reactivate, navigate to User management, All functions >> User management >> Select Name for Key user >> Scroll down and select 'Reactivate'.
• Using "Forgot PIN" will temporarily remove the Key User until the myAudi login is performed. You may need to remove and re-add your VIN in the myAudi app to re-establish Key User pairing.
• This TSB is informational only and is not applicable to any Audi Warranty.

Owner Action

If you are experiencing an Audi myAudi login not working or Key User pairing issues, it is recommended to first try the basic troubleshooting steps outlined above, such as checking internet connectivity, password, and sPIN settings. If the problem persists, especially after verifying software updates or related campaigns, contact your authorized Audi dealer. They have access to the necessary diagnostic tools and can perform the required software updates or backend checks as detailed in TSB 91 24 94 2065817/4.