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Do you have any questions about Car-Net?

You can find all the answers about the Apps and Services here.

1. How should I configure my vehicle to be able to order/use the services?

No further configurations are needed for the e-Remote package. The vehicle is generally equipped with Car-Net technology as standard. However, this may not be the case for some models, depending on the country in question.

To be able to use the Guide & Inform Services, you must order at least one of the navigation systems (Discover Media or Discover Pro). In addition, the “Guide & Inform” option must be selected in the Car-Net category in the special equipment step in the configurator.

The following options may also come in useful:
- “Comfort” mobile telephone interface: this additional option improves smartphone reception in the vehicle, making the internet connection even faster and more stable.
- “Business” mobile telephone interface: a separate modem with its own mobile antenna improves the mobile signal, making the internet connection faster and even more stable. Select this option if you want to establish the mobile connection via a separate SIM card or if your smartphone is equipped with the rSAP Bluetooth profile. The “Business” mobile phone interface is only available in conjunction with the “Discover Pro” navigation system.
- CarStick: select this option if you wish to set up a permanent Wi-Fi network in your Volkswagen and so receive especially easy access to Car-Net services such as “Guide & Inform Basic”. The CarStick is only available in conjunction with the “Discover Media” navigation system. The separate SIM card required to set up the mobile network connection is not included in the scope of delivery.

To be able to use the Security & Service functions, you must order the Emergency Call Service, which is currently available as an option (data valid as of week 22/2016). The Security & Service Basic and Plus packages will then be available automatically.

2. How much will it cost?

The Car-Net Services may be used free of charge without any additional obligations for at least the first 12 months if the customer registers for use as the initial owner of the vehicle within 90 days of handover. The period of this free phase of use depends on your particular country and the model, model year and the vehicle equipment. Further information can be found on the Car-Net portal and in the vehicle wallet of your vehicle.
Following this period, the services can be extended on the Car-Net portal subject to a fee.

Please note: Guide & Inform Services are only available in conjunction with an existing mobile phone contract between you and your mobile phone company or with a contract concluded separately for this purpose, and only where coverage is available. Depending on your mobile phone tariff, receiving data from the internet may incur additional charges (e.g. roaming charges), particularly if you are using Car-Net abroad. Due to the amount of data needed when using Car-Net Services, we strongly recommend signing up to a flat data rate with your mobile phone provider.

3. What kind of Internet connection does the car use?

There are a number of different ways to connect your vehicle to the internet:

1. Guide & Inform Basic in conjunction with “Discover Media” and Guide & Inform Plus in conjunction with “Discover Pro”:
You pair your smartphone with the Infotainment system using Wi-Fi. For this option, you must have a smartphone with Internet capability that is able to act as a personal Wi-Fi hotspot. The Infotainment system then has to be connected to the hotspot.
2. Guide & Inform Basic in conjunction with “Discover Media”:
You insert a UMTS stick (Volkswagen CarStick) with a built-in SIM card (including a data plan) in your USB port.
3. Guide & Inform Plus in conjunction with “Discover Pro”:
You pair your internet-capable smartphone with the “Business” mobile telephone interface. For this option, your smartphone has to support the rSAP Bluetooth protocol (remote SIM Access Profile).
4. Guide & Inform Plus in conjunction with “Discover Pro”:
Your vehicle is equipped with the “Business” mobile telephone interface and you insert a separate SIM card (with data plan) into the SIM card slot in your vehicle’s glove compartment. Many mobile network operators offer separate SIM cards in addition to the SIM card used in your smartphone (referred to as dual or multi-SIMs).
5. e-Remote and Security & Service:
Your vehicle is equipped with an OCU (Online Connectivity Unit) and therefore has an integrated SIM card installed as standard. Your vehicle can use this solution to connect to the internet.
6. Combination of Guide & Inform and e-Remote or Security & Service:
Separate internet connections are required to use the services from the categories named above in parallel to one another – one connection for Guide & Inform and one for e-Remote or Security & Service. The information provided above applies regarding each type of Internet connection.

4. Are the services available throughout Europe?

No, this is not the case. The range of Car-Net services that you can use depends on the availability of the individual services in your country as well as on the model, model year and the equipment in the vehicle. More information about the services available can be found on the Car-Net portal and in your vehicle wallet.

5. How can I check whether my current smartphone is compatible with Car-Net?

You can check whether your smartphone is compatible with Car-Net by consulting the compatibility list on <a href="http://www.volkswagen.com/Car-Net" target="_blank">www.volkswagen.com/Car-Net</a>.

6. Can I order Car-Net services for all VW models?

No, Car-Net services are currently available on selected models only. You can find out what Volkswagen models support Car-Net and what service bundles are available at <a href="http://www.volkswagen.com/Car-Net" target="_blank">www.volkswagen.com/Car-Net</a>.

7. Can I order the Car-Net services individually?

No, the services are only available as a package.

8. What can I do if I cannot use my services?

Please check whether you
- have set up a user account to use the services in the Car-Net portal
- have added your vehicle to the customer account in the Car-Net portal, and
- are within the contract period.
Please note: Maintenance is carried out at regular intervals on our servers which provide the services. This is generally carried out at night-time. During this time, the services will unfortunately be unavailable for a short time. If you have any more questions you can contact Volkswagen customer service at any time.

9. Can the data transfer quality vary in different locations?

Yes, it can. The quality of the wireless link/Internet connection and of the transfer speed varies depending on the location. Mobile coverage can vary quite considerably, depending on the region and mobile phone provider. You can obtain more information on mobile phone standards and mobile coverage from your mobile provider. Other factors may also have a significant impact. For example, there may occasionally be no connection or only a low-grade connection in underground garages or tunnels.

Creating a User account

1. Do I need a user account in order to use Car-Net?

Yes, you must set up a user account in order to be able to use our range of services.

2. How do I know that my user account has been successfully created?

As soon as you have registered, you will receive an automatic confirmation email to the email address you entered during registration. Please then click on the link in the confirmation email. This will take you back to the Car-Net website where you can log in again. You have then successfully completed the registration process. To be able to use the services, you must allocate a vehicle to your user account.

3. I haven't received a confirmation email yet, what should I do?

Please note that it may take a few minutes for the confirmation email to reach your inbox. Please remember to check your spam folder of your inbox too. If it’s not there, try setting up a user account again or contact the customer hotline.

Data protection

1. What happens to the personal data transmitted via Car-Net?

Further information can be found in the <a href="{0}">privacy policy</a>.

2. Does my Car-Net app come with a built-in firewall or anti-virus program?

No such software is installed in the app.

3. Would you recommend installing extra security software on my smartphone to prevent cyber-attacks on Car-Net?

Communication with the network and authentication processes are already protected (HTTPS and mobile pairing). Installing a firewall or anti-virus software is recommended for Android devices. This is not necessary for iPhones or iPads.

4. Where can I find and read the General Terms & Conditions and Privacy Statement?

You will find both documents on the Car-Net portal.

5. My smartphone has been stolen. Can I block my services for my own security and to prevent misuse?

You can use the app only once you have entered your login data. In the app, you can change the settings so that you have to enter the password again if there has been no account activity for 5, 10 or 15 minutes.
If you lose your device, you can change your password on the Car-Net portal. The new password will therefore have to be entered before the Services can be used on the Car-Net app again.

Add vehicle

1. How do I allocate a vehicle to my account?

In order to use a Car-Net-compatible vehicle from Volkswagen, you will need to assign the vehicle to your user account. To do this, log in to the website using the Login button and then enter your VIN (vehicle identification number, or chassis number). Depending on the service bundle, you may have to enter the exact mileage (km) to identify your vehicle. Otherwise, you will receive an 8-digit registration code that you will have to enter into the navigation system of your vehicle.

2. What is the VIN?

The VIN (vehicle identification number or chassis number) is the individual identification number of your Volkswagen. You require this to assign your vehicle to your Car-Net customer account and then use the Car-Net services. You will find your VIN on the outside right, bottom corner of the windscreen or on your vehicle’s sill panel moulding.

3. Why do I have to enter my mileage? Why do I have to enter my PIN into vehicle?

Entering the exact mileage (km) or the registration code in your vehicle will ensure that you are the only person able to access your vehicle via the Car-Net portal or the Car-Net app.

Please choose your model:

e-up!¹
e-load up!¹
e-Golf²
Golf GTE³
Golf GTI⁴
Golf GTD⁵
Golf R⁶
Golf Estate
Golf Sportsvan
Touareg
Touran
Polo
Passat
Passat GTE⁸
Passat Estate
Passat GTE Estate⁹
Passat Alltrack
The Beetle
The Beetle Cabriolet
Golf Cabrio
Tiguan
The new Tiguan
Sharan
Volkswagen CC
Jetta
Scirocco

Volkswagen Commercial Vehicles:

Caddy
Transporter
Multivan
California
Caravelle
Crafter Box Body
Crafter Tipper

Please select a model:

e-up!¹
e-load up!¹
e-Golf²
Golf GTE³
Golf GTI⁴
Golf GTD⁵
Golf R⁶
Golf
Golf Estate
Golf Sportsvan
Touran
Polo
Passat
Passat GTE⁸
Passat Estate
Passat GTE Estate⁹
Passat Alltrack
The Beetle
The Beetle Cabriolet
Golf Cabrio
Tiguan
The new Tiguan
Sharan
Volkswagen CC
Jetta
Scirocco

Volkswagen Commercial Vehicles:

Caddy
Transporter
Multivan
California
Caravelle
Crafter Box Body
Crafter Tipper