2022-2023 Audi Connect Login and Key User Pairing Issues TSB

Audi has released Technical Service Bulletin (TSB) 91 22 42 2065817/2 to address common issues preventing owners from completing their Audi connect login or Key User pairing in certain 2022-2023 models equipped with the MIB3 MMI system. This bulletin, dated November 2, 2022, supersedes an earlier TSB, Group 91 number 22-71, from January 31, 2022.

Symptoms

Owners may encounter one or both of the following conditions when attempting to set up their vehicle's connectivity features:

• The Key User cannot be set in the vehicle, accompanied by error messages such as "the vehicle code is incorrect" or "there was a connection error."
• The myAudi login cannot be performed, with an error message stating: "the login could not be performed. Please try again later."

Other related issues or messages that may indicate this problem include:

• "Vehicle code could not be verified."
• The message "Please wait" shown indefinitely.
• For some models, issues like "Garage door opener / SXM / Online Radio grayed out, connectivity issues and various malfunctions (CLU35)" may also be present.

Technical Background

For Model Year 2022 and newer vehicles, the Key User pairing process has specific requirements. It can only be completed via two methods:

1. Entering the vehicle code into the myAudi app and successfully performing the myAudi login in the MMI within 72 hours.
2. The dealer registers the customer using the myAudi customer registration application (www.AccessAudi.com), followed by a successful myAudi login in the MMI within 72 hours.

Directly entering the vehicle code into the MMI system for MY2022+ vehicles is currently not possible due to a new data provider for Audi connect activation cards. A backend system change is planned for Q1/2023 to enable this functionality. Additionally, a ConBox software error can intermittently or statically prevent a successful myAudi login in the MMI for some vehicles.

Troubleshooting and Repair Procedure

To resolve issues with Key User pairing and the myAudi login, follow these steps:

Key User Pairing Troubleshooting (myAudi App)

1. Verify Vehicle Code: Ensure that the vehicle code entered into the myAudi app is correct for your vehicle.
2. Check Key Tag VIN (MY20-21): For 2020-2021 models, the last seven digits of the VIN should be on the plastic key tag. If a replacement key tag was used, it might not have the VIN listed outside.
3. Address "Vehicle code could not be verified.": If you receive this message, refer to TSB 2065729, "91 Audi connect: adding vehicle code fails with the message 'Vehicle code could not be verified.'"
4. Address Indefinite "Please wait": If the message "Please wait" is displayed indefinitely, consult TSB 2064385, "91 Audi connect GEN3: Key User pairing in vehicle fails in the MMI."

myAudi Login in MMI Troubleshooting

For all other MY22 vehicles experiencing errors, even if the vehicle code is correct:

1. Re-register Customer: The dealer should re-register the customer in the myAudi customer registration application. This sets a preliminary key user in the Audi connect backend. To complete pairing, perform the myAudi login in the MMI within 72 hours. If the customer is already logged in, they must log out and then log in again.
2. Observe 72-Hour Window: The myAudi login must be completed within 72 hours of customer registration or adding the vehicle code to the myAudi app. If this window is missed, log out of the MMI and perform the myAudi login again.

For Model Year 2022 vehicles with MIB3, check for open campaigns in ElsaPro:

• ConBox Software Updates: Look for 90T6 ConBox Software Update (NVLW) or 91CQ ConBox Software Update (NVLW). If a campaign is open, perform the ConBox software update and then attempt the myAudi login again.
• J949 Emergency Call Module Software: If all campaigns are marked 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 2020 A4 and A5 with MIB3, check for TSB 2067021, "91 MIB3: Garage door opener / SXM / Online Radio grayed out, connectivity issues and various malfunctions (CLU35)." Perform all listed software updates (MMI, ConBox, and Gateway) and then retry the myAudi login.

Additional Troubleshooting for All Models and Model Years

1. 4-Digit S-PIN: Ensure the customer has a 4-Digit S-PIN set in the myAudi app. This can be found under myAudi account profile icon (lower right) >> Account Settings >> PIN. If no S-PIN is set, the customer must set one. If an S-PIN exists, use the "Change PIN" or "Forgot PIN" option and retry the myAudi login. Note: If the key user is set, using "Forgot PIN" temporarily deactivates remote functions in the myAudi app. To reactivate, go to User management >> All functions >> User management >> Select Name for Key user >> Scroll down and select "Reactivate."
2. VIN in myAudi App: Check if the VIN is added to the customer's myAudi account in the myAudi app.
   • If the VIN is not present, add it and retry the myAudi login.
   • If the VIN is present, remove 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 to the app. This action will also reset the Key User if it was previously set.

If, after performing all these steps, the Audi e-tron connect login still fails, open a ticket with the Audi connect Technical Support team via the web ticketing system at https://Audi.Zendesk.com/.

Important Warnings

• This TSB is informational only and is not applicable to any Audi warranty.
• The 72-hour period for myAudi login after registration or adding the vehicle code is crucial and must be observed.
• Using the "Forgot PIN" option if a key user is already set will temporarily deactivate remote functions in the myAudi app. Reactivation steps are provided.

Related Bulletins

To complete the procedures outlined in this TSB, the following bulletins may be necessary:

• 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)."

All part and service references are subject to change. Always consult the latest information with your Parts Department and check the Repair Manual for fasteners, bolts, nuts, and screws that require replacement.

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NHTSA ID: 10226909