Technical Service Bulletin
91 Audi connect GEN3: Key User pairing in vehicle fails in the MMI
91 23 93 2064385/2 May 5, 2023. Supersedes Technical Service Bulletin Group 91 number 21-37 dated
September 28, 2021, for reasons listed below.
Model(s)

Year

VIN Range

Vehicle-Specific Equipment

All Audi Vehicles

2022 - 2023

All

Audi connect GEN3

Condition
REVISION HISTORY
Revision Date

Purpose

2

Revised header (Added MY 2023)

-

Revised Technical Background (Updated statement)
Revised Production Solution (Updated software release
date)
Revised Service (Added information regarding backend
server update)
1

09/28/2021

Initial publication

This condition must be met:
• The key user cannot be set in the vehicle using the MMI. When attempting the key user pairing in the MMI, a
message of “please wait” is shown indefinitely, and then times out after a few minutes.
Additionally, any of these conditions must also be met:
• The vehicle is a Model Year 2022+ with the MIB3 MMI system and was built on or after CW25/21 (except for
TT/R8 models).
Or
• The vehicle is a Model Year 2021 A8/S8 with the MIB3 MMI system and was built on or after CW25/21.

Technical Background
At the start of production for MY22, it was not possible for the customer to set the key user in the vehicle’s MMI
system using the vehicle code supplied (not applicable to early MY22 e-tron GT). MY21 A8 models were also
affected. As of CW10/23, this technical issue was resolved in the Audi connect backend. All customers with such
models can now use the vehicle code supplied on the Audi connect Activation Card.
The “Audi connect Activation Card” (Figure 1) was new for MY22, including MY21 A8. This card replaced the
plastic vehicle code key tag. For some early MY22 Q5 and Q4 vehicles, there was no card supplied from the
factory, and there is no possible method to replace this missing card. Customers without an activation card may

Page 1 of 3
© 2023 Audi of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other
intellectual property rights of Audi of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of
this document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise,
nor may these materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.

Technical Service Bulletin
contact the Audi Digital Business Support call center (1-800-822-2834, option 1) directly, or must rely on the
dealership to support setting the key user.
All new cars starting with MY23 shall be supplied with this new Activation Card. Please note that the QR code
listed on the activation card does not work in the USA. The QR code points to the European myAudi web portal,
which cannot be used by customers in the USA. This portal is only used by Canadian and European customers.

Figure 1. Audi connect Activation Card.
Note:
As of Q3 2021, there is no possible way to replace this Audi connect Activation Card. If the card is missing,
please open a web ticket with the Audi connect Technical Support Team to request the activation of the
Preliminary Key user and provide the customer’s email address. For dealer support, the AcTS team can be
reached via the web using the URL: https://audi.zendesk.com or call the Audi Digital Business Support Hub at 1888-545-9434 (verification of vehicle ownership may be required).

Production Solution
A new Audi connect backend deployment was released CW10/23.

Service
For customers with either a plastic vehicle code on a key tag or with the new Audi connect Activation card, the
following service solutions apply.
Starting CW25/21, a new support concept for Key User Pairing was released worldwide for Audi. This new
concept is called “Preliminary Key User.” This method allows a support person or dealer to set who shall be set as
key user into the Audi connect backend ahead of the customer performing the myAudi login in the vehicle to
complete the key user pairing. It is important to note that the key user will not be set in the vehicle until the

Page 2 of 3
© 2023 Audi of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other
intellectual property rights of Audi of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of
this document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise,
nor may these materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.

Technical Service Bulletin
customer completes the myAudi login with the same myAudi email address within 72 hours after the preliminary
key user is set in the Audi connect backend.
Preliminary Key User can be set using two different methods:
1. Dealers can set Preliminary Key User in the Audi connect backend using the AoA Customer Registration
Application.
2. Customers can set the Preliminary Key by entering or scanning the vehicle code directly into the myAudi app
for a specific vehicle.
Completing Key User pairing is accomplished by entering the myAudi login credentials into the MMI by
navigating in the MMI to “Users >> Add New User.”
This must be completed within 72 hours. If the customer fails to complete this within the required time,
the process must be started over by removing the customer’s VIN from the app and scanning the code in
again into the app.
For dealer support, should any concerns arise with this process, please call the Audi Digital Business Support
Hub at 1-888-545-9434. Please note that verification of vehicle ownership is required for key user support. You
must supply a copy of the vehicle registration or other proof of ownership showing the customer’s name and VIN
relationship.

Warranty
This TSB is informational only and not applicable to any Audi warranty.

Additional Information
All part and service references provided in this TSB (2064385) are subject to change and/or removal. Always
check with your Parts Department and/or ETKA for the latest information and parts bulletins. Please check the
Repair Manual for fasteners, bolts, nuts, and screws that require replacement during the repair.
©2023 Audi of America, Inc. All rights reserved. The information contained in this document is based on the
latest information available at the time of printing and is subject to the copyright and other intellectual property
rights of Audi of America, Inc., its affiliated companies, and its licensors. All rights are reserved to make changes
at any time without notice. No part of this document may be reproduced, stored in a retrieval system, or
transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may
these materials be modified or reposted to other sites, without the prior expressed written permission of the
publisher.

Page 3 of 3
© 2023 Audi of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other
intellectual property rights of Audi of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of
this document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise,
nor may these materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.