Unable to set up WeConnect app

Eddcunningham · Post by **Eddcunningham** » Mon Dec 20, 2021 10:14 pm

I picked up my new ID3 last Thursday (17/12) and whilst there, the dealer tried to set up the WeConnect ID app and was ultimately unsuccessful. We had two different salespeople attempt both on the vehicle and on the app via the VIN with no success.
They suggested trying an area with better signal (only 2 bars at the dealership), but I’ve been to multiple areas with full signal and still receive the same error message when trying to set up.
The exact error reads “Sorry, something went wrong while connecting to We Connect. Please try again later.”

Software version 2.3.0 (0910):

I tried reaching out to the dealer to let them know the issue is still persisting, but the salesperson I was dealing with is now on holiday until after Christmas and they’re supposed to be getting someone to phone me “soon,” but thought I’d reach out to other owners who may have had this issue, see if there’s an easier fix!

Deleted User 192 · Post by **Deleted User 192** » Mon Dec 20, 2021 10:44 pm

More detail on what you see in the car and in the app would be helpful.

Keep trying at different times at different locations. I’ve read of some who deleted and reinstalled the app, others who did a factory reset on the car…

Eddcunningham · Post by **Eddcunningham** » Tue Dec 21, 2021 12:25 pm

Apologies wasn’t near the car at the time of posting, initial post now corrected with additional info.

Newfie · Post by **Newfie** » Tue Dec 21, 2021 2:53 pm

Although I've still not got my Tour, collecting Thursday morning. I went into the dealers this morning to have a look at it after it had been through PDI and whilst I was there I connected it uo the the We Connect ID app with no problem.
Not sure if you are using Android but there was an update yesterday, might be worth checking.

Eddcunningham · Post by **Eddcunningham** » Tue Dec 21, 2021 3:58 pm

Newfie wrote: ↑Tue Dec 21, 2021 2:53 pm Although I've still not got my Tour, collecting Thursday morning. I went into the dealers this morning to have a look at it after it had been through PDI and whilst I was there I connected it uo the the We Connect ID app with no problem.
Not sure if you are using Android but there was an update yesterday, might be worth checking.

Glad you’re finally getting yours Newfie!

The issue doesn’t seem to be on the app side, more the vehicle side. When I collected, they put it down to poor signal in the area or maybe the service being temporarily down. Tried multiple areas with differing signal strengths to no avail and it’d be surprising for the service to be down for nearly a week

Newfie · Post by **Newfie** » Tue Dec 21, 2021 4:19 pm

Eddcunningham wrote: ↑Tue Dec 21, 2021 3:58 pm
Glad you’re finally getting yours Newfie!

The issue doesn’t seem to be on the app side, more the vehicle side. When I collected, they put it down to poor signal in the area or maybe the service being temporarily down. Tried multiple areas with differing signal strengths to no avail and it’d be surprising for the service to be down for nearly a week

Well with mine connecting shows the system to be working OK.
I did have maximum signal.
I guess you might need a visit to the dealer?

Deleted User 192 · Post by **Deleted User 192** » Tue Dec 21, 2021 5:25 pm

Newfie wrote: ↑Tue Dec 21, 2021 4:19 pm I guess you might need a visit to the dealer?

Unless they have some secret process, there’s nothing they can do that you can’t do yourself.

fatman · Post by **fatman** » Tue Dec 21, 2021 8:47 pm

Hello, I am having the exact same issue myself, but it only started last weekend and it was fine before hand. Let me know if you get any further yourself with this and ill do the same.

Thanks!!

Jonr37 · Post by **Jonr37** » Tue Dec 21, 2021 9:24 pm

Have you got the WeConnect app, or WeConnectid app? There’s two versions and only the Idversion works on your id3

Eddcunningham · Post by **Eddcunningham** » Tue Dec 21, 2021 10:17 pm

Jonr37 wrote: ↑Tue Dec 21, 2021 9:24 pm Have you got the WeConnect app, or WeConnectid app? There’s two versions and only the Idversion works on your id3

I have the WeConnect ID app (iOS), but trying to set up the car on this side results in the following error:

fatman · Post by **fatman** » Tue Dec 21, 2021 10:24 pm

Jonr37 wrote: ↑Tue Dec 21, 2021 9:24 pm Have you got the WeConnect app, or WeConnectid app? There’s two versions and only the Idversion works on your id3

It is ID one.main problem is in car we connect.does not open for QR code

Eddcunningham · Post by **Eddcunningham** » Wed Dec 22, 2021 1:40 pm

I actually just phoned the We Connect team and they confirmed that there has been an outage of the We Connect services and that is still ongoing, so this may be the cause of the issue.
They don’t have an ETA on when this could be fixed, but said to check again in a few days.

I imagine this is low priority for them, especially at this time of year and it’s not a big deal for me (although on frosty mornings like this morning, it would have been nice to pre-heat the car!).

fatman · Post by **fatman** » Wed Dec 22, 2021 1:52 pm

Same here still waiting

Utumno · Post by **Utumno** » Wed Dec 22, 2021 2:23 pm

Speaking as somebody who ensures 24x7x365 uptime on API’s professionally, I’m yet again reminded what a bunch of clueless monkeys VW employ.

Eddcunningham · Post by **Eddcunningham** » Wed Dec 22, 2021 3:41 pm

Utumno wrote: ↑Wed Dec 22, 2021 2:23 pm Speaking as somebody who ensures 24x7x365 uptime on API’s professionally, I’m yet again reminded what a bunch of clueless monkeys VW employ.

Having a SLA of “it’ll be fixed when it’s fixed” would be sackable offence at my place!
I’m giving them the benefit of it being the Christmas period and there likely being a code freeze in affect until the new year, although this sounds more like a minor bug fix than a full on investigation, especially in a service that’s been live for quite a while now.

newb-ev · Post by **newb-ev** » Wed Dec 22, 2021 4:45 pm

Just for info I registered my new car with the app today, which worked.

I did have log out and back in three time to the app, but it worked in the end.

Problems for me seemed to be at the app end. First of all it would fail immediately after I entered the VIN so Iogged off and back in then it went ok (for a bit). Then it failed during the app steps before scanning the QR code in the car. Again a log off and log back in seemed to get things moving again. Then I got a success message from the car, but it did not turn up in the app. Final log off and back in seemed to fix that.

I know this does not sound like your problem, but thought it might be useful to others

fatman · Post by **fatman** » Wed Dec 22, 2021 8:37 pm

vw digital support are no use........

Stevej999 · Post by **Stevej999** » Thu Dec 23, 2021 1:38 pm

I’ve just got off of the phone to Digital support and I’m no further forward!
I collected the car last Saturday and the salesman couldn’t get WeConnect to accept the VIN. I tried the following day and it went through OK but the app wouldn’t connect to the car, so no functions. In frustration, yesterday, I deleted the vehicle from the app, did a factory reset on the infotainment system, deleted the app and started again. The app now won’t accept the VIN, hence the call to VW

duckworthsj · Post by **duckworthsj** » Thu Dec 23, 2021 4:14 pm

Having exactly the same problem here in France with my wife’s new car we collected yesterday.
The dealer also used the excuse of ‘not enough signal strength’ and it is true that the signal strength for the inbuilt SIM card needs to be strong, but seems like a wider issue.

I was waiting until this evening / tomorrow to see if it can be done via the infotainment system.

So interested to hear if anyone has fixed it.

Stevej999 · Post by **Stevej999** » Thu Dec 23, 2021 6:03 pm

Just received from WeConnect support

Unable to set up WeConnect app

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