If adding your car fails, the cause is usually your car account or a setting at the car brand. Work through these checks.
1. Use the main user's account
Log in with the car account of the main user of the car. Each brand has its own name for this: owner (Tesla), main user (BMW and MINI), master user (Mercedes-Benz) or primary user (Volkswagen Group). A guest or secondary user account cannot add the car.
2. Check that the car's connected services are active
The car must be connected to its brand app, with the connected services or remote services active. If they expired, renew them with the car brand first.
3. Check the requirements for your brand
Tesla
Log in with the owner's account and select all permissions. Approve the virtual key when the app asks for it. See Tesla Smart Charging Setup.
BMW and MINI
You must be the main user, with ConnectedDrive Remote Services active. Switch on location sharing in the car's privacy settings. Set your home location and accept it in BMW's own consent screen. See BMW & MINI Smart Charging Setup.
Mercedes-Benz
You must be the master user, with an active Mercedes me contract. Switch on these four services: Remote Vehicle Status, Parked Vehicle Locator, Charging Settings & Pre-Entry Climate and Digital Assistants. On the consent screen, switch on Status and position of your connected electric vehicles. The V-Class, EQV and eVito cannot be smart charged yet. See Mercedes-Benz Smart Charging Setup.
Volkswagen, Audi, Škoda, Cupra and SEAT
- Primary user: you must be the primary user in the car and in the brand app. Until you are, you see the error "no primary user attached".
- Connected services licence: must be active.
- What setup asks for: your brand login, the VIN, the odometer reading and your consent.
- Data saving mode: must be off in the car.
See Volkswagen Smart Charging Setup, Audi Smart Charging Setup, Škoda Smart Charging Setup or Cupra & SEAT Smart Charging Setup.
Hyundai, Kia and Renault
See Hyundai Smart Charging Setup, Kia Smart Charging Setup or related article.
4. Type the VIN exactly
Copy the VIN exactly as it appears in your car's papers or brand app. A common mistake is typing the letter O instead of the number zero.
5. Audi: wait after too many attempts
Audi locks the login after too many attempts. Wait a while, then try again.
6. Cupra and SEAT: switch the car to Online mode
Cupra and SEAT cars come in maximum privacy mode. Switch the car to Online mode in the car's settings, then add it again.
Still not working?
Contact the support team of your app. If your app comes from your energy supplier, that is your energy supplier's customer service. Tell them your car brand and model, the step where adding the car failed, and the exact error message. A screenshot of the error helps.