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Porsche Car Connect FAQs
Content
1. Frequently asked questions about starting up Porsche Car Connect 2
2. Frequently asked questions about Porsche Car Connect licence agreements 3
3. Frequently asked questions about using the Porsche Car Connect app 3
4. Frequently asked questions about smartphone access control 4
5. Frequently asked questions about troubleshooting 5
6. Frequently asked questions about buying and selling pre-owned cars with Porsche Car Connect 6
7. Frequently asked questions about the Porsche Car Connect terms of use 7
8. Frequently asked questions about further support for Porsche Car Connect 8
9. Frequently asked questions about the PVTS (Porsche Vehicle Tracking System) safety package 8
1. Frequently asked questions about starting up Porsche Car Connect
1.1. I am interested in a new Porsche vehicle with Porsche Car Connect. How can I order this option?
Please tell your Porsche dealer that you are
interested in Porsche Car Connect (PCC).
Your Porsche dealer will be pleased to
advise you on which Porsche models
Porsche Car Connect is currently available.
Using the Porsche Car Configurator at
www.porsche.com, you can already include
the Porsche Car Connect option in the
configuration of your desired Porsche.
1.2. I am interested in Porsche Car Connect. Which "packages" and additional Porsche Car Connect options can I order?
You can order the following services:
e-mobility, PVTS (Porsche Vehicle Tracking
System) and Remote services. These
services can be combined as you wish.
e-mobility services are only available for
E-Hybrid vehicles. Porsche Car Connect
Services feature an inclusive period, after
which annual costs are incurred.
1.3. I have just ordered a new Porsche with the Porsche Car Connect option. How do I now activate Porsche Car Connect for my vehicle?
Some of the steps below are necessary
before your vehicle is delivered, so that
Porsche Car Connect (PCC) can be activat-
ed for your Porsche:
1) Please register on the Porsche Car
Connect customer web portal at
www.porsche.com/connect. Here, your
user details are recorded and during the
login process you will conclude a licence
agreement with the service provider
Vodafone Automotive.
2) Once you have successfully
registered on the customer web portal
at www.porsche.com/connect, you will
receive confirmation by e-mail and text
message. Click on the link in the e-mail
to confirm the e-mail address and
mobile phone number. When you log into
the customer web portal for the first
time, you will also need the confirmation
code that was sent to you in the text
message.
3) On the customer web portal, you will also
be able to download a document with an
installation code for your new vehicle.
You must give this installation code to
your Porsche dealer, e.g. together with
your insurance documents, before your
vehicle is delivered.
4) After you have handed the installation
code to your Porsche dealer, he will acti-
vate the product before delivering your
vehicle. This product activation can only
be carried out by a Porsche dealer.
5) You should install the Porsche Car
Connect app on your smartphone before
or on the day that your car is delivered,
at the latest. After your vehicle has
been successfully connected to your
smartphone by your Porsche dealer,
you will automatically be sent an
activation code by text. You need this
activation code to activate the app.
After you have installed and activated
the Porsche Car Connect app on your
smartphone, you can use Porsche Car
Connect for your vehicle.
6) You can then manage other smartphones
and vehicles via the customer web portal.
Here, the activation process is the same
as described above.
1.4. I would like to install the Porsche Car Connect app on my smartphone. Where do I find the app and how do I install it?
You can download the Porsche Car Connect
app onto your smartphone at the App
StoreSM* or at the Google PlayTM Store**.
There, please follow the store's download-
ing and installation instructions. The
Porsche Car Connect app is free of charge.
*App Store is a trademark of Apple Inc.
**Google Play Store is a trademark of
Google Inc.
1.5. I don't want to activate Porsche Car Connect myself. Can my Porsche Centre perform the activation, installation and registration for me?
Your Porsche dealer will be pleased to acti-
vate Porsche Car Connect (PCC) for your
new vehicle, and to help you install the
Porsche Car Connect app on your smart-
phone.
If you do wish to perform activation your-
self, please follow the steps described
above for activating the app (see item 1.3).
2. Frequently asked questions about Porsche Car Connect licence agreements
3. Frequently asked questions about using the Porsche Car Connect app
2.1. I have sold my Porsche with Porsche Car Connect. How can I terminate my agreement for the use of Porsche Car Connect?
You can manage all your user information
on the Porsche Car Connect customer web
portal at www.porsche.com/connect. You
can even terminate your agreement with
service provider Vodafone Automotive
online on the portal, e.g. when you sell your
vehicle.
2.2. I sold my vehicle before my licence agree-ment expired. Will the licence fees I have already paid for the remaining term of the agreement be reimbursed if I termi-nate it before it expires?
Payments made for the remaining term of
agreements that are terminated before they
expire cannot be reimbursed.
Free Porsche Car Connect services included
in the vehicle price remain with the vehicle
and are automatically transferred to the
new owner when he or she registers.
Please contact service provider Vodafone
Automotive in your country for further infor-
mation about the possibility of refunds in
your country.
2.3. I have sold my Porsche with Porsche Car Connect and the agreement for Porsche Car Connect services has not yet expired. Can the remaining term of the agreement be transferred to a new buyer?
It is not possible to transfer ongoing licence
agreements to third parties.
The remaining Porsche Car Connect Services
contained in the inclusive period are except-
ed. These remain with the vehicle and are
automatically transferred to the new owner
pro rata when he or she registers.
Please make sure in all cases to terminate
your agreement online via the Porsche Car
Connect customer web portal if you sell
your vehicle.
2.4. I really like Porsche Car Connect and would like to extend my licence agree-ment for Porsche Car Connect beyond the free agreement term. How do I extend the agreement?
You can manage all user information
and licence agreements on the Porsche
Car Connect customer web portal at
www.porsche.com/connect. You can also
extend your agreement there.
You will be notified that your licence is about
to expire by Porsche Car Connect service
provider Vodafone Automotive four weeks
before the test phase expires.
2.5. I would like to extend my Porsche Car Connect licence agreement beyond the free agreement term. Do I need a credit card to conclude an agreement?
If you are extending your service agree-
ment, or purchasing a pre-owned vehicle,
the payment options depend on your coun-
try. You will not necessarily need a credit
card.
3.1 Is there a "demo version" of the app, and what features does this have?
Yes, you can download the Porsche Car
Connect app from the App StoreSM* or at
the Google PlayTM Store** and test it in
demo mode, even without a Porsche vehicle.
*App Store is a trademark of Apple Inc.
**Google Play Store is a trademark of
Google Inc.
3.2 I have bought a new smartphone and would like to use Porsche Car Connect on this as well. What do I have to do?
For every new smartphone that you wish to
use with Porsche Car Connect, you first
have to install the app on your smartphone.
After you have registered your new smart-
phone on the customer web portal at
www.porsche.com/connect and generated
an activation code, enter this code in the
app to enable the new smartphone for use
with Porsche Car Connect.
3.3. When I start the app I am asked to enter a password. What is this password and how can I change it?
The Porsche Car Connect app is pass-
word-protected to prevent third parties
from having access to your vehicle, and
must be entered each time you start the
app.
You are asked to create this password once
only when you install the app on your smart-
phone. You can also change or deactivate
the app password at any time in the
"Settings" menu of the app.
3.4. My smartphone told me to update the app. Do I have to keep updating the app?
You will regularly receive automatic notifica-
tions to update the app. We recommend
carrying out these updates regularly to
ensure that your Porsche Car Connect app
always functions perfectly.
3.5. I have several Porsche vehicles that are equipped with Porsche Car Connect. Can I manage and control different vehicles using the app?
You can manage several Porsche vehicles
and use services for several vehicles with
the Porsche Car Connect app.
4. Frequently asked questions about smartphone access control
4.1. I have connected several smartphones to my Porsche. How can I temporarily prevent individual smartphones from accessing my vehicle?
You can manage access to your vehicle
from different smartphones via the Porsche
Car Connect customer web portal at
www.porsche.com/connect. Here, you can
stop individual smartphones from access-
ing your vehicle.
By activating "Privacy Mode" in the multi-
function display in the instrument panel of
your vehicle, you can also block all smart-
phones from accessing your vehicle.
For further information on activating "Privacy
Mode", please refer to the Driver's Manual for
your vehicle, or the operating instructions of
the Porsche Car Connect app.
4.2. I would like to prevent all smartphones from accessing my vehicle – particularly the vehicle localisation function. How can I disable access?
In the multi-function display in the instru-
ment panel of your vehicle, you can enable
and disable "Privacy Mode" (via the "Vehicle"
main menu > "Settings" > "Car Connect").
This feature is used for preventing or per-
mitting smartphone access to the vehicle
from the vehicle. When "Privacy Mode" is
activated, no connection can be established
between the smartphone and the vehicle.
Safety functions for anti-theft protection or
crash notification remain active for your
protection.
For further information on your vehicle's
multi-function display, please refer to the
Driver's Manual for your vehicle, or the
operating instructions of the Porsche Car
Connect app.
4.3. I would like to allow another driver to use Porsche Car Connect services with my vehicle. But I would like to disable fea-tures such as vehicle localisation for this smartphone. How can I carry out this setting?
You can assign different access rights to
enabled smartphones for use of the app's
features and so prevent the use of certain
features on the customer web portal at
www.porsche.com/connect. So-called
"Expert Mode" and "Basic Mode" are availa-
ble.
In "Expert Mode", all the features you have
ordered can be used to their full extent,
whereas in "Basic Mode" fewer features are
available.
"Basic Mode" includes the following features:
Read access to all vehicle data, but no
display of the vehicle's position on a map
display. The following features are also
available:
– PVTS Special Modes (only if you have
ordered the Porsche Vehicle Tracking
System safety package)
– Theft reporting, breakdown call
– Air conditioning and charging functions
– Full access to notifications, incl. possible
geo or speed fence notifications
In addition to the "Basic Mode" features,
"Expert Mode" allows the following features:
– Folding in exterior mirrors
– Activating the horn and direction
indicators
– Setting geo and speed fences
– Information on the vehicle position on a
map
5. Frequently asked questions about troubleshooting
5.1. I have entered my password incorrectly too many times and so can no longer start the app. My activation code has therefore been reset. How can I get a new activation code for my smartphone?
After the password has been entered incor-
rectly ten times, the app on your smart-
phone is disabled. A new activation code
needs to be generated via the Porsche
Car Connect customer web portal at
www.porsche.com/connect. You must then
enter this activation code in the app to con-
nect your smartphone to your vehicle once
again. You can generate a new activation
code for your smartphone on the customer
web portal at any time.
5.2. I already use Porsche Car Connect. Unfortunately, I have forgotten my password for the customer web portal. What should I do?
If you forget or lose your password for the
Porsche Car Connect customer web portal
at www.porsche.com/connect, you can
have it sent to your smartphone by text
from the customer web portal. To do this,
click on the "Forgot password" link on the
homepage of the customer web portal.
Here, you will be asked to enter your user
name and your old password will then be
texted to you.
5.3. I have registered on the Porsche Car Connect customer web portal and entered the wrong number plate for my vehicle by mistake. How can I correct this mistake?
You can manage all your basic data and
user information, such as number plate,
phone number, etc. via the Porsche
Car Connect customer web portal at
www.porsche.com/connect. Here, you can
also change your number plate at any time.
5.4. I cannot start the app, what should I do?
If the app start-up function is not working,
please reset your activation code and go
through the smartphone activation process
again. For this purpose, you must generate
a new activation code on the customer web
portal, and enter it in the app.
5.5. I have activated a function in the app, but it isn't being executed in the vehicle. What is the problem?
Make sure you have perfect mobile phone
reception and data connection (at least 2G)
for both your smartphone and your vehicle,
in order to use the app.
To identify possible connection problems,
please use the app's "Diagnosis" function to
check the connection status of your vehicle
and/or your smartphone.
If your app does not work even though you
have a perfect data connection, please
generate a Telephone Analysis Protocol
(TAP report) in your app, to enable your
Porsche dealer's specialist to diagnose the
fault more easily.
To do this, select the "Diagnosis" function in
the "Settings" menu of your app, then
"Upload Info". The TAP report contains
important information for your Porsche
dealer for the diagnosis of possible faults.
The last two TAP reports in each case are
saved on your smartphone.
If you visit your Porsche dealer due to prob-
lems, please generate a TAP report when
the problem occurs and notify your dealer
of this to facilitate the troubleshooting pro-
cess.
Note: Please only create Telephone Analy-sis Protocols (TAP reports) if problems have
actually occurred.
5.6. The app displays out-of-date data for my vehicle, e.g. about the fuel tank level, or takes a very long time to update itself. What might be the reason for this, and how can I speed up the update process?
The app updates itself automatically every
2 minutes. If you would like more frequent
updating, you can click on Update or the
Refresh button on any page of the app.
Porsche Car Connect is a mobile app, which
allows you to activate your vehicle's func-
tions via your smartphone's mobile phone
connection. In certain circumstances, your
current mobile phone connection may be
limited, so that the response times are
longer. A control unit with SIM card is
installed in your vehicle and this also estab-
lishes a mobile phone connection. Here,
too, reception may be limited in certain
situations (e.g. if the vehicle is parked in a
multi-storey car park).
To test the reception quality or determine
the cause of interference to reception, you
can use the "Diagnosis" function in the
"Settings" menu. In addition, you can use
this function to create a so-called Tele-
phone Analysis Protocol (TAP report)
for more in-depth fault analysis by your
Porsche dealer.
5.7. My vehicle cannot be found using the "Find My Car" feature, or only an approximate vehicle position is shown. Why might the cause be?
Make sure that you have perfect mobile
phone and GPS reception, in order to use
Porsche Car Connect. It is possible that
your vehicle is parked in a location (e.g.
multi-storey car park, area with insufficient
or disabled mobile phone or GPS recep-
tion), where mobile phone or GPS reception
is insufficient.
5.8. I would like to be notified when my vehicle leaves an area using the geo fence feature, but I don't receive any notifications of this kind. How can I remedy this problem?
In isolated cases, due to limited mobile
phone reception of the vehicle or your
smartphone, you may not receive any infor-
mation when the vehicle is driven out of or
into the area in question.
Please also note that you first need to
activate "push notifications" on your smart-
phone.
5.9. I do not receive any "push notifications" in relation to PCC's geo fence or speed fence functions. What should I do?
Please check the settings in your Porsche
Car Connect app and the general settings
of your smartphone and enable the receipt
of push notifications for the app in both
cases.
5.10. The app tells me that the maximum number of "vehicle wake-up modes" has been reached. What does this mean and how can I access my vehicle again?
This is a protective mechanism to protect
the battery of your vehicle from discharging.
To access the vehicle once more, restart it
to recharge the battery. After this, you will
be able to access your vehicle as usual via
the smartphone app.
5.11. I have activated the departure timer with precool/heat for my Porsche E-Hybrid vehicle. Why is the charge status below 100 % at the time of departure?
If the departure timer was set for 7 a.m.,
for example, your vehicle's high-voltage
battery will start charging at 5 a.m. The
charging process is complete after 1:30 h.
Over approximately the last 30 min., your
vehicle is precooled/heated ready for use.
If there is an inadequate supply of electrici-
ty from the supplier, the power required
for the precool/heat may be higher than
the available charge current. The battery
may therefore be discharged during the
precool/heat process, resulting in a
charge status of less than 100 %.
5.12. What should I do if my smartphone is lost or stolen?
Please log into the Porsche Car
Connect customer web portal at
www.porsche.com/connect and
deactivate the smartphone, to
prevent unauthorised persons
from using the app.
6. Frequently asked questions about buying and selling pre-owned cars with PCC
6.1. I have purchased a pre-owned Porsche car. Is there anything particular I need to do?
If you purchase a pre-owned vehicle with
Porsche Car Connect, the former owner
should terminate the existing licence
agreement via the customer web portal at
www.porsche.com/connect before the sale.
As the buyer, please remind the seller of
this, as otherwise the Porsche Car Connect
services cannot be activated for you.
You can check yourself in the vehicle whether
Porsche Car Connect services are active
for your pre-owned car, and whether the
previous owner has already terminated the
service agreement. This is shown on the
multi-function display in the instrument panel
of your vehicle. You will find these settings
in the main menu in "Vehicle" > "Settings" >
"Car Connect". If no services are active,
"Privacy Mode" will be greyed out in the
instrument cluster.
If services are still active for your pre-
owned car, please ask the previous owner
to terminate his or her licence agreement
online via the customer web portal.
For all pre-owned Porsche vehicles with
Porsche Car Connect, in order to reactivate
services the new customer must always
register on the customer web portal and
conclude a new licence agreement with
Vodafone Automotive, the Porsche Car
Connect service provider.
Only Porsche dealers can activate Porsche
Car Connect for all Porsche vehicles, whether
new or pre-owned. Please see above for a
description of this process.
7. Frequently asked questions about Porsche Car Connect terms of use
7.1. What are the terms of use for Porsche Car Connect?
Your chosen vehicle must be factory-fitted
with Porsche Car Connect. Please ask
your Porsche dealer which vehicles/series
Porsche Car Connect can be ordered for.
You can also check whether Porsche Car
Connect is available for your desired vehi-
cle using the Porsche Car Configurator at
www.porsche.com.
In addition, you should use a smartphone
recommended by Porsche, with a suitable
operating system and a flat rate data tariff.
The app works best with a fast Internet con-
nection, otherwise there may be delays or
extended response times in communication
between the smartphone and the vehicle.
Connection via EDGE is adequate.
You can find our recommendations for suit-
able smartphones in the smartphone com-
patibility list at www.porsche.com/connect
7.2. Will I incur additional connection charges for my smartphone?
Please find out the cost of using data tariffs
from your mobile phone provider. You may
be subject to roaming fees if you use your
mobile phone abroad.
There are no charges for your vehicle's
mobile phone connection.
7.3. I travel a lot and would also like to make use of Porsche Car Connect services in other countries. In which countries is the Porsche Car Connect service available?
You can order and use Porsche Car Connect
in the following regions: Europe, North
America, South Africa.
In the following countries: Germany, Spain,
Portugal, France, Andorra, Monaco,
Great Britain, Ireland, Italy, Switzerland,
Principality of Liechtenstein, Austria,
Luxembourg, Belgium, Netherlands,
Sweden, Norway, Finland, Latvia, Estonia,
Lithuania, Poland, Czech Republic, Slovakia,
Hungary, Slovenia, Croatia, Romania,
Greece, Malta, Cyprus, Turkey, Russia,
Ukraine, Serbia, Bulgaria, Denmark, USA
and South Africa.
7.4. How much storage space does the app take up on my smartphone?
The Porsche Car Connect app requires
approx. 10 MB of storage space on your
smartphone.
7.5. What smartphone operating system do I need in order to use Porsche Car Connect?
For Apple® iPhones, iOS6* is the minimum
requirement for a smartphone operating
system. This includes devices such as the
iPhone 4, iPhone 4S and iPhone 5.
In the case of AndroidTM** smartphones,
the minimum requirements is the
AndroidTM 4.0.3. operating system.
*iOS is a trademark of Cisco Systems Inc.
**Android is a trademark of Google Inc.
Please refer to our recommendations
in the smartphone compatibility list at
www.porsche.com/connect
If the previous owner of your vehicle is
unknown or cannot be found in order for
existing services to be terminated, you
can ask your Porsche dealer to request a
change of licence holder from Vodafone
Automotive, the Porsche Car Connect
service provider.
8. Frequently asked questions on further support for Porsche Car Connect
8.1. Where can I find a Help feature or description of the app?
You can find general information on using
the Porsche Car Connect app in the Porsche
Car Connect operating instructions, which
are available to download in PDF format
from www.porsche.com/connect
8.2. I already have an ongoing licence agreement. Who will help me with questions about my agreement?
Your Porsche dealer will always be
pleased to help you with all questions
about Porsche Car Connect.
If you have any questions about the Porsche
Car Connect agreement, please contact
third-party supplier Vodafone Automotive.
For their contact details, please refer to
your agreement documentation.
7.6. Must GPS be active on my smartphone if I want to use the app?
When the app is started, it searches for the
licence to start GPS.
If you have not activated GPS, you will only
be able to use the Porsche Car Connect
app to a limited extent, e.g. the "Find My
Car" feature cannot display the route to
your vehicle.
If the GPS function is deactivated, you will
be asked to activate it if you open the "Find
My Car" feature.
7.7. Is the app also compatible with Blackberry smartphones?
Blackberry smartphones are currently not
supported.
7.8. I would like to use the app with my iPad. Does the app work with my iPad?
Yes, you can also use the app with an iPad,
but it does not support the full resolution of
the iPad, so your app will not have an opti-
mum display.
7.9. Are there retrofit versions of Porsche Car Connect for my Porsche?
Unfortunately, there is no retrofit version of
Porsche Car Connect.
9. Frequently asked questions about the PVTS (Porsche Vehicle Tracking System) safety package
9.1. I called the Security Operating Centre (SOC) via the app by mistake. Will I have to pay for this?
The Security Operating Centre (SOC) should
only be contacted in actual cases of emer-
gency. However, if you have inadvertently
contacted them on an isolated occasion,
please let the staff know.
Note: You may incur additional costs if you send several false alarms in a year.
9.2. Is there anything particular I have to do when taking my vehicle to the workshop for servicing or repairs?
For vehicles with the PVTS safety package,
it is essential that you set it to so-called
"Service Mode" when taking it for service or
repair, to prevent possible false alarms to
the Security Operation Centre (SOC) (e.g. if
the vehicle is moved or the battery is dis-
connected).
In addition, your Porsche dealer should
activate "Privacy Mode" in the multi-function
display in your vehicle's instrument panel
(via "Vehicle" main menu > "Settings" >
"Car Connect"), to prevent inadvertent
smartphone operation during the visit to
the workshop.
If your vehicle is found to have a fault in
Porsche Car Connect, it may be necessary
for your Porsche dealer to have access to
your smartphone for the duration of repair
work.
9.3. Can I order the PVTS safety package for vehicles in different countries with my account (e.g.: vehicle 1 has PVTS service from the UK, vehicle 2 from Germany)?
No, it is not possible to manage or order
PVTS services in different countries with
one Porsche Car Connect account.
The country of origin of the Porsche Car
Connect account is determined the first
time the account is set up and applies to
all vehicles activated for this account.