A Connection offline

Technical Service Bulletin

Topic 91 Audi connect GEN3: Key User pairing not possible or myAudi login cannot be completed in

PI the vehicle

United States 444 Volkswagen of America, Inc. (6444)

No.

[Status | Released for publishing

Release date Jun 27, 2025

New customer code

Object of complaint Complaint type [Position]
information, navigation, communication, entertainment -> Online 5 : A

, - i functionality -> no function

Services -> registration process

information, navigation, communication, entertainment -> Online functionality -> operation
Services -> registration process sequence incorrect
information, navigation, communication, entertainment -> Online functionality -> not adjustable
Services -> Online Services configuration

information, navigation, communication, entertainment -> cell phone functionality

functions, customer portal, applications

information, navigation, communication, entertainment -> Online control modules, services ->
Services -> registration process -> enter PIN error message

information, navigation, communication, entertainment -> Online functionality -> cannot be
Services -> Online Services configuration selected

Vehicle data

All with MIB3

Sales types

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aja |

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PR numbers

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All Audi with HCP

Sales types

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Documents

master.xml

A Connection offline
Technical Service Bulletin Transaction No.: 2065817/5
91 Audi connect GEN3: Key User pairing not possible or myAudi login cannot be Release date: Jun 27, 2025
completed in the vehicle
Condition
REVISION HISTORY
revision [bate [rumose
5s | | Revised Service (Updated instructions for contact to DBS)
4 12/17/2024 | 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)
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
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 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

+ How long does it take for the error message to appear (1 second, 30 seconds, etc.)? (Take a screenshot of the
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."

+ Ifa 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.

+ [fall 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 -J949-

Emergency 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. |f 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.

+ Ifthe VIN is not present, add the VIN to their account and retry the myAudi login.

+ Ifthe 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 Customer Information Portal (CIP).

+ If you do not have access to the CIP, please contact DBS support via webmail in AccessAudi by clicking App
Links > Customer Information Portal (CIP) DBS Case Submission.

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: 97 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.

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