NHTSA ID Number: 11012519
Manufacturer Communication Number: A9124942065817_4
TSB/Document Date: 2025-01-07
Summary
This bulletin provides information when Key User pariing is not possible, or the myAudi login cannot be completed in the vehicle.
Technical Service Bulletin
91 Audi connect GEN3: Key User pairing not possible or myAudi login cannot be completed in the vehicle
91 24 94 2065817/4 December 17, 2024. Supersedes Technical Service Bulletin Group 91 number 23-20 dated
August 8, 2023 for reasons listed below.
Model(s)
© 2024 Audi of America, Inc.
Internal
Year
VIN Range
Vehicle-Specific Equipment
Page 1 of 7
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
A4, A4 allroad,
S4, A5
Sportback, and
S5 Sportback
2020 – 2025
A5, A5 Cabriolet,
S5, and S5
2020 – 2024
Cabriolet
RS 5 Sportback,
A6, A6 allroad,
S6, RS 6 Avant,
A7, S7, RS 7,
A8, S8, Q3, Q5,
2021 – 2025
Q5 e quattro, Q5
Sportback, SQ5,
SQ5 Sportback,
Q7, SQ7, Q8,
SQ8, and RS Q8
RS 5
2021 – 2024
e-tron, and e-tron
2021 – 2023
Sportback
A7 e quattro
2021 – 2022
A8 e quattro
2021
All
MIB3
A3, S3, e-tron
GT, RS e-tron
GT, Q4 e-tron, 2022 – 2025
and Q4
Sportback e-tron
RS 3
2022 – 2024
Q8 e-tron, Q8
Sportback e-tron,
SQ8 e-tron, and 2024 – 2025
SQ8 Sportback
e-tron
Q6 e-tron, and
SQ6 e-tron
2025
Condition
REVISION HISTORY
© 2024 Audi of America, Inc.
Internal
Page 2 of 7
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
Revision
Date
Purpose
4
-
Revised header (Add Model Year)
Revised Service (Added verbiage)
3
08/08/2023
Revised Technical Background (Updated information)
Revised Production Solution (Clarified statement)
Revised Service (Updated additional troubleshooting information)
2
11/02/2022
Revised header (Add Model Year)
1. The key user cannot be set in the vehicle with an error message of "the vehicle code is incorrect" or "there
was a connection error."
2. The myAudi login cannot be performed with an error message: "the login could not be performed. Please try
again later."
3. If applicable, please ensure the SOS LED is Green before trouble shooting (May not apply)
Technical Background 1
Key User Pairing
For all models supporting remote services via the myAudi app (MY18+), the key user pairing can be completed
using one of the following methods.
•
Enter the vehicle code from the plastic key tag or the Activation card (whichever was provided by the factory)
and complete the key user pairing directly in the MMI: HOME >> USERS >> GEAR ICON (top right) >>
•
The vehicle code is entered into the myAudi app, and the myAudi login (using email and password) is
successfully performed in the MMI within 72hrs of each other.
•
The customer is registered by the dealer using the myAudi customer registration application (found at:
www.AccessAudi.com), and the myAudi login is successfully performed in the MMI within 72hrs of each other.
•
Additionally, the Audi Digital Business Support team can help the customer set key user remotely after
verifying ownership of the vehicle.
myAudi login in MMI
For all vehicles with the MIB3 MMI system, the myAudi login is possible in the vehicle. However, a ConBox
software error can prevent a successful login. This software issue doesn't present itself for every vehicle and can
be intermittent or permanent for a specific vehicle. Please see the Service section if there are errors during the
login via the MMI.
Production Solution
Key User Pairing: A backend change was made in Q1/23 to allow setting directly in the MMI (previously
unavailable for MY22+).
myAudi Login: New software implemented in late MY22 and all MY23 production vehicles.
© 2024 Audi of America, Inc.
Internal
Page 3 of 7
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
Service
Definitions:
myAudi login in MMI (username is an e-mail address; password set in myAudi)
Required for the following:
•
Personalizing infotainment services (e.g. personalized news feeds).
•
Storing home address/business address.
•
Calling up last destinations.
•
Creating favorites.
•
Synchronizing MMI user settings online.
•
Sending navigation destinations to the vehicle from the myAudi app/portal.
Key user login (FPIN from vehicle key fob – 10-digit code up to model year 2021 / activation card from model
year 2022 onwards):
Required for the following:
•
Using vehicle-related services (e.g. remote locking and unlocking, auxiliary heating).
This TSB is for problems related to the myAudi login.
Please check the following points first:
•
Mobile phone reception available (LTE symbol with bars and data arrows)?
•
Are the connect services working (e.g. weather, news, and online traffic data)?
•
Make sure there are no restrictions in place in the privacy settings.
•
Change the length of the myAudi password (choose a password that is at least one character longer or
shorter).
•
Did the myAudi login work at least once in the past in this vehicle?
•
Does a different myAudi account work in the vehicle?
•
Is it possible to log in successfully with the myAudi user in a different vehicle?
•
Is it possible to log into the myAudi portal and the myAudi app?
•
Was a nickname assigned in the myAudi portal?
•
Was an sPIN (4-digit self-selected PIN) set in the myAudi portal as a security precaution for the vehiclerelated services?
•
If so, please try changing this sPIN.
•
What prompted the myAudi login (popup requesting login – figure 1, setup wizard – figure 2, user
administration set by customer to require login – figure 3, setup wizard for first use – figure 4, etc.)?
© 2024 Audi of America, Inc.
Internal
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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
•
How long does it take for the error message to appear (1 second, 30 seconds, etc.)? (Take screenshot of
message.)
•
Is a myAudi account already logged into the MMI?
•
Has the infotainment control unit already been reset to factory settings?
•
Does a terminal 30 reset for control units 19, 75 and 5F solve the problem?
•
Does removing the vehicle from the myAudi account and then adding it again solve the problem?
•
Was the complaint reproduced at different times (with a significant wait in between; there can sometimes be
brief issues with the IT systems)?
Key User Pairing Troubleshooting
For errors adding the vehicle code into the myAudi app or the MMI:
•
Please ensure the vehicle code is the correct code for the vehicle.
•
MY20-21 cars will have the last seven digits of the VIN listed on the outside of the plastic key tag. If a plastic
key tag was replaced using the spare parts process, it would not have the VIN listed outside.
•
For MY22 Q5, please see TSB 2065729, 91 Audi connect: adding vehicle code fails with the message
"Vehicle code could not be verified."
•
If a message of "Please wait" is shown indefinitely, please see TSB 2064385, 91 Audi connect GEN3: Key
User pairing in vehicle fails in the MMI.
•
For all other MY22 vehicles, if an error is experienced and the code is verified as correct for the car, please
register the customer again in the myAudi customer registration application. Registering the customer will
automatically set the preliminary key user in the Audi connect backend. To complete key user pairing, perform
the myAudi login in the MMI within 72hrs. If the customer is already logged into the MMI, the user must be
logged out and then perform the login again.
The 72hr period must be observed when performing the myAudi login. This requirement was designed to add a
layer of security to the key user pairing process. If the myAudi login was completed more than 72hrs before the
customer registration is performed or more than 72hrs before the vehicle code was added to the myAudi app,
then the customer must log out of the MMI and perform the myAudi login again to complete the key user pairing. If
the customer experiences an issue with the myAudi login, please the next section, “myAudi login via the MMI
Troubleshooting.”
The myAudi login via the MMI Troubleshooting
For errors completing the myAudi login in the vehicle using the MMI:
For Model Year 2022 vehicles with MIB3
Check in ElsaPro for one of the following open campaigns.
•
90T6 ConBox Software Update (NVLW)
•
91CQ ConBox Software Update (NVLW)
If a campaign is open, perform the ConBox software update and perform the myAudi login again.
© 2024 Audi of America, Inc.
Internal
Page 5 of 7
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
•
If all campaigns are marked complete in ElsaPro, then use ODIS to check the software version of the J949 Emergency call module (diagnostic address 0075). The updated software version will be 0372 or higher.
For Model Year 2021 vehicles with MIB3
Check in ElsaPro for the following open campaign
•
91DZ - Rearview Camera Software Update
If a campaign is open, perform ALL of the software updates (MMI, ConBox, and Gateway) and perform the
myAudi login again.
If the campaign is marked complete in ElsaPro, then use ODIS to check the software version of the -J949Emergency call module (diagnostic address 0075). The updated software version will be 0372 or higher.
For Model Year 2020 A4 and A5 with MIB3
Check in ElsaPro for the following TSB.
•
TSB 2067021, 91 MIB3: Garage door opener / SXM / Online Radio grayed out, connectivity issues and
various malfunctions (CLU35)
Perform ALL of the software updates (MMI, ConBox, and Gateway) and perform the myAudi login again.
Additional Troubleshooting for all models and model years
•
Check that the customer has a 4-Digit S-PIN set in the myAudi app. This setting can be found using the
following path: myAudi account profile icon (lower right) >> Account Settings >> PIN. If the only option is
to "Set PIN," then there is no S-PIN set, and the customer will need to set a 4-digit S-PIN to complete the
myAudi login.
•
Otherwise, have the customer use the "Change PIN" or "Forgot PIN" option and then retry the myAudi login.
•
Please keep in mind, that if the key user is currently set, using the “Change PIN” will temporarily deactivate
the remote function in the myAudi app. To reactivate, go to the app section titled “User management,” All
functions >> User management >> Select Name for Key user >> Scroll down and select “Reactivate”
•
If the key user is currently set, using “Forgot PIN” will remove key user temporarily until the myAudi login is
performed. Otherwise, the customer will need to remove the VIN from their myAudi account via the app and
perform the key user pairing again in the MMI (or perform preliminary key user via the app).
•
Check to see if the VIN is added to the customer's myAudi account in the myAudi app.
•
If the VIN is not present, add the VIN to their account and retry the myAudi login.
•
If the VIN is present in the app, then remove the VIN by navigating back to the vehicle list screen that shows
the VIN number and the vehicle image. Then swipe right to left over the vehicle image and select "Delete."
Add the VIN back along with the vehicle code into the app; removing the VIN will also reset the key user if this
was previously set.
•
If after performing the previous steps the login still fails, then open a ticket with the Digital Business Support
team via the web ticketing system found at https://Audi.Zendesk.com/.
© 2024 Audi of America, Inc.
Internal
Page 6 of 7
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
Warranty
This TSB is informational only and not applicable to any Audi Warranty.
Additional Information
The following Technical Service Bulletin(s) will be necessary to complete this procedure:
•
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 provided in this TSB (2065729) 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.
© 2024 Audi of America, Inc.
Internal
Page 7 of 7
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.
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- 【✨ 𝗜𝗙𝟳𝟰𝟱 𝗴𝗼𝗲𝘀 𝗯𝗲𝘆𝗼𝗻𝗱 𝗯𝗮𝘀𝗶𝗰 𝗰𝗼𝗱𝗲 𝗿𝗲𝗮𝗱𝗶𝗻𝗴 𝘄𝗶𝘁𝗵 𝟭𝟬 𝗶𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗲𝗱 𝗳𝘂𝗻𝗰𝘁𝗶𝗼𝗻𝘀—𝗗𝗧𝗖 𝗟𝗼𝗼𝗸𝘂𝗽, 𝗜/𝗠 𝗥𝗲𝗮𝗱𝗶𝗻𝗲𝘀𝘀, 𝗙𝗿𝗲𝗲𝘇𝗲 𝗙𝗿𝗮𝗺𝗲, 𝗟𝗶𝘃𝗲 𝗗𝗮𝘁𝗮, 𝗢𝟮𝗦, 𝗢𝗕𝗠, 𝗘𝗩𝗔𝗣, 𝗮𝗻𝗱 𝗺𝗼𝗿𝗲. 】Pulling a code tells you something is wrong. IF745 tells you what the code means, when the fault happened, and what data surrounds it. Pass emissions with one I/M Readiness tap. Freeze the fault moment with Freeze Frame. Monitor live sensor data in real time. Turn cryptic codes into clear answers.
- 【🛒 𝗜𝗙𝟳𝟰𝟱 𝗽𝗲𝗿𝗳𝗼𝗿𝗺𝘀 𝗳𝘂𝗹𝗹-𝘀𝘆𝘀𝘁𝗲𝗺 𝗱𝗶𝗮𝗴𝗻𝗼𝘀𝘁𝗶𝗰𝘀 𝗮𝗰𝗿𝗼𝘀𝘀 𝗮𝗹𝗹 𝗺𝗼𝗱𝘂𝗹𝗲𝘀—𝗲𝗻𝗴𝗶𝗻𝗲, 𝗔𝗕𝗦, 𝗮𝗶𝗿𝗯𝗮𝗴, 𝘁𝗿𝗮𝗻𝘀𝗺𝗶𝘀𝘀𝗶𝗼𝗻, 𝘀𝘁𝗲𝗲𝗿𝗶𝗻𝗴, 𝘀𝘂𝘀𝗽𝗲𝗻𝘀𝗶𝗼𝗻, 𝗯𝗼𝗱𝘆 𝗲𝗹𝗲𝗰𝘁𝗿𝗼𝗻𝗶𝗰𝘀, 𝗮𝗻𝗱 𝗺𝗼𝗿𝗲. 】Warning lights on but you don't know why? Skip the $100+ diagnostic fee at the shop. Run a complete self-check from your driveway. IF745 reads and clears fault codes, retrieves ECU info, and displays live data from every accessible module—delivering a full vehicle health report in minutes, without leaving home.
- 【✅𝗜𝗙𝟳𝟰𝟱 𝗳𝗲𝗮𝘁𝘂𝗿𝗲𝘀 𝗮 𝟳-𝗶𝗻𝗰𝗵 𝗱𝗶𝘀𝗽𝗹𝗮𝘆, 𝗲𝗿𝗴𝗼𝗻𝗼𝗺𝗶𝗰 𝗱𝗲𝘀𝗶𝗴𝗻, 𝗪𝗶-𝗙𝗶 𝘂𝗽𝗱𝗮𝘁𝗲𝘀, 𝗮𝗻𝗱 𝘇𝗲𝗿𝗼 𝘀𝘂𝗯𝘀𝗰𝗿𝗶𝗽𝘁𝗶𝗼𝗻 𝗳𝗲𝗲𝘀 𝗳𝗼𝗿 𝗵𝗮𝘀𝘀𝗹𝗲-𝗳𝗿𝗲𝗲 𝗱𝗶𝗮𝗴𝗻𝗼𝘀𝘁𝗶𝗰𝘀.】Large screen means no squinting. Intuitive navigation and customizable data displays put key info at your fingertips. Wi-Fi delivers lifetime free updates without a computer. No recurring fees. No hidden costs. Just a reliable tool that works as hard as you do.
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