Krakus

I just purchased a preowned 2019 Audi SQ5, and I'm having trouble with registering myself as the key user in the car's MMI.

When I picked up the car from the non-Audi dealer, the previous owner's name was recorded as the key user in the MMI. I was unable to delete it. I created a MyAudi account, linked it to the VIN, and had my account verified by a partner Audi dealership. They provided me with a screenshot showing my user account (e-mail address) as being associated with the VIN. At this point, the previous owner's name finally disappeared from the car.

Right now I am able to log into my Audi Connect account on the MMI, and see a bunch of services being active (weather, traffic, etc). However, when I attempt to add myself as the key user, using the same e-mail address and original key code that came with the vehicle, I receive a "Login failed" error and "A connection error occurred".

I have tried numerous times and it keeps repeating the same error. When I called into Audi Canada support, they informed me that their systems are up. Despite numerous calls, I haven't been able to find anyone that is informed enough to be able to help, other than to suggest retrying every day. I was told that some kind of system upgrade is occurring, but whether that is related or not is unknown. The Audi dealer in the meantime has re-checked the account information on their end, and it seems fine.

What is the cause of this error? Are Audi's servers experiencing an issue? Is the original key code no longer valid? Is there some other problem with my account?

Any suggestions would be appreciated. I've search online for this error message, and found references to people having problems with activation for weeks before finally succeeding (or not). I imagine that this kind of transfer must be a very common process and don't understand what could be at fault. Any ideas?

Krakus

By the way, I noticed another problem that may be related to this. The little light beside the SOS button is not lit, neither red nor green. There's no SOS error on the dash, but when I open the panel and try to make an SOS call, nothing happens. Is there a problem with the SOS module? Could it be causing this key user issue, too? I wonder if it's using the same communication module.

Krakus

In case anyone’s interested, the dealer fixed the SOS module by performing a hard reset on it and disconnecting the backup battery. This immediately enabled the key user functionality. Somehow the two features are related. All is good now.