DC_Car-NetTips

VW Car-Net – Dealer Info and Tips
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Please read the helpful information outlined below that will assist dealership Sales and Service teams
in answering customer questions or issues for VW Car-Net.
myVW Mobile App has replaced the VW Car-Net App
myVW is an ownership experience and as part of that, a new myVW app was released on March 22nd,
2022. Current users of the Car-Net app have received an app update or will be prompted to download
the new app version the next time they use the Car-Net app. All the same great features of Car-Net
are in the app, along with some new owner features.
Remote Start Not Working
The reason for this could be a vehicle issue or a mobile app issue. In order to determine the cause, the
customer can complete a preliminary check. First, make sure the customer’s vehicle is in good
coverage area and green light is on. < If not, then follow tech bulletin for OCU >
1. Does the remote start work with the key fob? If not, this is most likely a vehicle issue that
needs investigating and not an issue specific to Car-Net.
2. Does the customer have their mobile phone paired to the vehicle? The customer can verify this
by going to the
Account tab in the myVW mobile app and selecting “vehicle management”,
then tapping the vehicle, then selecting “paired devices”.
a. The customer can pair the phone by clicking “Pair this Device”.
b. If a device is already paired, often times deleting it and re-PAIRNG the device will fix
the issue – the customer can do this swiping left and tapping “Delete” for the current
paired device. Next, the customer should tap on the button at the bottom of screen
“Pair this Device”.
c. Once a new device is paired, the user may have to go to the vehicle, turn on the ignition
and accept the paired device request to complete the process. NOTE: it could take a
few minutes for the phone to get fully paired.
3. Does the vehicle have low fuel? Remote start doesn’t work if the fuel level is low and the low
fuel indicator is on.
4. Are the doors locked? While remote start should work when the doors are unlocked by first
sending a door lock request, then a remote start command, the vehicle response to both
commands can cause a timeout error. For best results - ensure the vehicle is locked before
sending the Remote Start command.
If determined to be a Car-Net related issue for Remote Start, please follow normal troubleshooting
procedure as outlined in the Technical Bulletin.
Confidential and for VW Dealership Personnel use only. Information is intended for training purposes and not to be distributed to customers.
VW Car-Net – Dealer Info and Tips
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Wi-Fi Not Working
If the customer has an active data plan and believes their Wi-Fi isn’t working,here are some steps to
follow:
1. Confirm that vehicle has an active data plan – customer can view this in the myVW app under
the store .
2. Ensure that the connected phone/iPad is not in a low data or metered data setting because
this will restrict high data usage apps or websites to prevent your data from being depleted.
Confidential and for VW Dealership Personnel use only. Information is intended for training purposes and not to be distributed to customers.
VW Car-Net – Dealer Info and Tips
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MY20 - 22 Passat Does Not Have VW Car-Net Remote Start through the myVW App
Passat models are not compatible with the VW Car-Net hardware required to enable remote start
through the myVW app.
Enrollments - COVID enrollment form should no longer be used
While this was an acceptable/ contactless way to enroll customers during the pandemic, the Car-Net
team will no longer be accepting the paper form via email.
The best way to enroll a customer in VW Car-Net Remote Access is by enrolling the customer
through the Dealer Hub during the sales process. In just a few steps the customer will be able to sign
using your computer or you may direct the customer to reply “YES” to the one-time SMS text message
that can be sent. Alternatively, the dealer/customer can press the iButton within the vehicle’s 3button module and inform the representative that you are with the customer who wants to enroll in
Car-Net.
Confidential and for VW Dealership Personnel use only. Information is intended for training purposes and not to be distributed to customers.