Help / FAQ
General questions
Are my personal details secure?
We believe that the trust that our customers place in us is our most
valuable asset. And as a
result we attach tremendous importance to
protecting our customer data in the Mercedes me Store. Further details
can be found in our Privacy policy.
The Mercedes me Store also uses digital security systems which
protect the website against unauthorised access and only transfer our
customers' data in encrypted format.
Do I have to have a Mercedes me Portal account
in order to use the Mercedes me connect
services?
Before you can use the Mercedes me connect
services, you will have to enter details of your vehicle. Only then
can you see which Mercedes me connect services are available. To do
this, you will have to set up an account.
If you already have access to the Mercedes me Portal or Mercedes me
App you can log in with your email address
or your mobile number
and your password. You will then be able to purchase the Mercedes me
connect services that are available for your vehicle.
What are the advantages of having a Mercedes me account?
Thanks to registration your details will be recorded in your own
personal account. You can pair your vehicle with your account and see
the services available for your vehicle. In the Mercedes me Portal or
Mercedes me App you can change your details, your email
address and your password at any
time.
I have forgotten my password. How do I reset it?
If you have already created an account and you have forgotten your
password, please enter your registered
email address or mobile number and follow the instructions. We will
then send you an email or SMS
with a new password.
Who should I contact if I have any questions about the Mercedes me
connect services?
If you have any questions or need help with the Mercedes me connect
services you can contact our customer
service team.
What prerequisites are there for using the Mercedes me connect
services?
In order to be able to use the Mercedes me connect
services, the following conditions must be
met:
1.
You own a Mercedes me connect-capable vehicle with an integrated
communication module.
2.
You have created a user account in the Mercedes me Portal or Mercedes
me App.
3.
You have paired your Mercedes with your Mercedes me user account. The
pairing of the vehicle with your Mercedes me user account is carried
out at a participating authorised Mercedes-Benz dealer on site.
4.
You have agreed to all the Mercedes me connect terms of use for the
services to be activated.
5.
You have activated the services. In the case of new vehicles this is
carried out directly after purchasing the services
as long as you have agreed to all the terms
of use. However with certain services you
must stipulate additional information in your Mercedes me user account
and then activate the service in the services administration. You can
find the services administration in your Mercedes me user account
under the selected vehicle.
Please note: in addition to the
prerequisites mentioned some services require
permanently installed special
equipment
in the vehicle. You can find detailed information on this on the
respective services pages in the Store under "Technical
prerequisites" in the frequently asked questions.
How can I activate/deactivate the Mercedes me connect
services?
Activation
of the services generally takes place immediately after vehicle
delivery to customer. Certain services require additional information.
You can register this in your Mercedes me user account in Services
Administration: you can access this as soon as you have logged in,
selected your vehicle and then clicked on
"Manage Services". In Manage Services you can select the
service, which requires additional information, and register it there.
The service is now activated and usable.
Deactivation
of the services also takes place in Manage Services in your Mercedes
me user account. To do this click on "Manage Services" under
your vehicle and select the service you wish to deactivate. Then click
on "
Deactivate service". This is now deactivated and no longer
usable, but can be activated again at any
time via the same process.
Any obligations to Mercedes-Benz Hong Kong Limited for payment of
services plus the remaining time of a service remain unaffected by the
deactivation.
Can I use the services immediately after activation?
As soon as you activate a service in the Mercedes me portal or
Mercedes me App your vehicle receives a notification if its mobile
data connection is active. Should it not have a connection at that
particular time, because it is parked in an
underground car park without any mobile data connection, for example,
service activation can be delayed until the vehicle is contactable
again. The service status is updated in your Mercedes me user account
as soon as data transmission to your Mercedes has been
completed.
Can I use the Mercedes me connect services as a used vehicle buyer,
too?
Use of the services is also possible with a used Mercedes-Benz. You
must ensure that your vehicle is unpaired from the Mercedes me user
account of the previous owner. An authorised Mercedes-Benz dealer will
be happy to help you with this. You can then find your vehicle in the
Mercedes me Portal or Mercedes me App and purchase the services you
would like in the Mercedes me Store. Should there still be active
remaining time for services of the previous owner you can use these
free of charge until they expire.
Can other people also use the services in my Mercedes?
In order to
enable other people to use the activated Mercedes me connect services
in your vehicle you must register them as co-users in your Mercedes me
user account. To do this, in your Mercedes me user account go to the
vehicle to be used by several people and click on "Manage Users
> Add User". There you can add new people or delete existing
ones. The co-users require their own Mercedes me user account and must
agree all the Terms of Use
in order to activate.
The co-users can look at certain services in the same way and operate
them as you can, but they have no authorisations for …
What do I need to consider when I sell my vehicle with Mercedes me
connect services or return a leased vehicle or company car?
If you have paired your vehicle with Mercedes me connect services
with your Mercedes me user account, you must unpair it before you sell
the vehicle. You can do this either directly in your Mercedes me user
account or through your authorised Mercedes-Benz dealer. When
unpairing is successfully completed the vehicle is no longer saved in
your Mercedes me user account. If other vehicles with Mercedes me
connect services are saved with your user account, the services in
those vehicles will continue to operate as before.
When can I renew my services?
You can renew your Mercedes me connect services when the term expires.
Can I apply for a refund for the Mercedes me connect service I
purchased?
Due to the nature of the digital services of Digital Extras, you will
not be able to get a refund or exchange once the relevant services and
products are sold. If you have any questions, you can call the
customer service hotline for feedback.
Digital Extras: Specific Questions
Smartphone Integration
Notes on operation in the vehicle:
Apple™ CarPlay™ and Android Auto™ is not available in all countries.
Individual functions and apps may not be available in some countries.
More information about Apple™ CarPlay™ at http://www.apple.com/ios/feature-availability/#applecarplay-applecarplay
and about Android Auto™ at https://www.android.com/intl/de_de/auto.
How do I activate the Digital Extras in the vehicle?
Please make sure that your vehicle is connected to your Mercedes me
user account and that the vehicle's GPS reception is working. In the
Mercedes me Store, place the Digital Extras available for your vehicle
in the shopping cart and complete the order.
The vehicle must be turned off for activation. Turn the vehicle on
again after approximately 2 minutes. A new entry for Apple™ CarPlay™
and Android Auto™ is displayed in the "Mercedes Me &
Apps" menu item of the MBUX multimedia system in your Mercedes
and is available for use.
Navigation Package
How do I use the Mercedes me connect functions on my smartphone?
You can use the Mercedes me connect functions via the Mercedes me App
on your smartphone.
The smartphone app is available from the App Store™ for iOS devices
and from the Google Play™ Store for Android devices.
Remote Package
How do I use the Mercedes me connect functions on my smartphone?
You can use the Mercedes me connect functions via the Mercedes me App
on your smartphone.
The smartphone app is available from the App Store™ for iOS devices
and from the Google Play™ Store for Android devices.
Excellence Package
How do I use the Mercedes me connect functions on my smartphone?
You can use the Mercedes me connect functions via the Mercedes me App
on your smartphone.
The smartphone app is available from the App Store™ for iOS devices
and from the Google Play™ Store for Android devices.