Polestar

Service and Parts Business

Service Manager Bulletin
TITLE:

Polestar 1 - Polestar Connect Setup Process
GROUP:

NO:

ISSUING DEPARTMENT:

CAR MARKET:

17

002P

Customer Service

United States and Canada

REVISIONS:

ISSUE DATE:

STATUS DATE:

2020-08-20

2020-08-27

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Our goal is to make sure all customers receive this standard 3-year complimentary Polestar Connect
subscription. With valuable and convenient features for both customers and retailers - such as
Remote Start, In-Car Delivery, and Service Booking – your customers will receive all the benefits their
Polestar 1 has to offer.

Polestar CONNECT and Customer Details
Prior to the day of the customer handover the Handover Specialist is responsible for setting up
Polestar CONNECT so it is ready for delivery and there are no issues. A customer vehicle MUST NOT
be released without setting up Polestar CONNECT.
Polestar CONNECT will require activating in VIDA prior to the customer pairing their vehicle with
the Phone App. Complete the activation in VIDA which will generate the 4-digit code required to pair
with the customer’s phone (note: in some scenarios the PIN will not be required). The customer can
download the ‘Polestar 1 CONNECT’ App from the Apple store or Google Play store to their phone.
Note: The ON CALL button will not be functional until this process is complete.
Also, note that provisioning must be performed before all deliveries, unusual vehicle behavior could
occur.

Provisioning:
At least 24 hours before delivery
•

Remove the vehicle from transport mode (Typically performed as part of PDS Service)

•

Make sure that cell signal is acceptable (outdoors preferred)

•

Start the vehicle at least once in the previous 24 hours

Produced and printed in the USA and available as an electronic document.
© Polestar 2020

Service Manager Bulletin 17-002P
For Polestar 1 the Handover Specialist must complete a test call to Customer Support from
the vehicle using the ON CALL button prior to the customer arriving. This is to ensure there are no
error messages flagged on the central information screen when the service is activated.

Polestar 1 registering Polestar CONNECT on VIDA
Open VIDA on your computer, you do not have to be connected to the vehicle.
Select the ‘Hamburger’ menu in the top RH corner.

Select VOC from the dropdown menu. The following screen will open.

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2020-08-27

Service Manager Bulletin 17-002P
You can use this screen to see if a VIN is already set up for Polestar CONNECT. You can enter a new
Polestar ID here to either start or change the subscription to Polestar CONNECT.
Type in or copy and paste the VIN
Select “Find Vehicle”
Assuming nobody is set up on the car, you can add a new Polestar ID that the customer creates
on their own via the Polestar 1 Connect app.
The customer’s Polestar ID will be visible in the MotoCommerce Retailer Portal.
Select “Find ID”
Select “Setup VOC”
Here is an example of a car that is correctly setup.

If you experience any issues through the VIDA process or do not have proper access, please contact
Polestar Customer Support (1-800-806-2504) and request vehicle provisioning.

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Service Manager Bulletin 17-002P
Polestar 1 setup with customer

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2020-08-27

Service Manager Bulletin 17-002P

Note that is may be necessary to disable the vehicle modem during set up.
1.

Sit in the driver’s seat and turn on the ignition (you do not need to start the engine)

2. Tap the top of the screen
3. Select Settings
4. Select Communications
5. Select Vehicle modem Internet
6. Uncheck the box
The modem should be re-enabled after set up.

2020-08-27

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