Help / FAQ

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-Benz Store. Further details can be found in our Privacy policy.

The Mercedes-Benz Store also uses digital security systems which protect the website against unauthorised access and only transfer our customers' data in encrypted format.

Before you can use the Digital Extras, you will have to enter details of your vehicle. Only then can you see which Digital Extras are available. To do this, you will have to set up an account.

If you already have access to Mercedes-Benz profile you can log in with your email address and your password. You will then be able to purchase the Digital Extras that are available for your vehicle

If you have already created an account and you have forgotten your password, please enter your email address and follow the instructions. We will then send you an email with a new password.

If you have any questions or need help with the Digital Extras you can contact our customer service team.

In order to be able to use the Digital Extras, the following conditions must be met:

1. You own a Digital Extras-capable vehicle with an integrated communication module.
2. You have created a user account in the Mercedes-Benz website.
3. You have paired your Mercedes with your Mercedes-Benz account. The pairing of the vehicle with your Mercedes-Benz account is carried out at a participating authorised Mercedes-Benz dealer on site.
4. You have agreed to the Terms of use of Digital Extras to be activated.
5. You have activated the Digital Extras. In the case of new vehicles this is carried out directly after purchasing the Digital Extras as long as you have agreed to the terms of use. However with certain Digital Extras you must stipulate additional information in your Mercedes-Benz account and then activate the Digital Extra in the services administration. You can find the services administration in your Mercedes-Benz account under the selected vehicle.

Please note: in addition to the prerequisites mentioned some Digital Extras require permanently installed optional extras 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.

Activation of the Digital Extras generally takes place immediately after they have been purchased. If you have purchased a new vehicle which includes Digital Extras as bonuses, they are available for use as soon as you have paired the vehicle, you have activated the Digital Extras and agreed to the Terms of use of Digital Extras.
Certain Digital Extras require additional information. You can register this in your Mercedes-Benz account in Services Administration: you can access this as soon as you have logged in, selected your vehicle and then clicked on "Administer Services". In Services Administration you can select the Digital Extra, which requires additional information, and register it there. The Digital Extra is now activated and usable.

Deactivation of the Digital Extras also takes place in Services Administration in your Mercedes-Benz account. To do this click on "Administer Services" under your vehicle and select the Digital Extras you wish to deactivate. Then click on "Process > 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 Canada Inc. for payment of Digital Extras plus the remaining time of a Digital Extra remain unaffected by the deactivation.

As soon as you activate a Digital Extra in the Mercedes-Benz account 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, for example, service activation can be delayed until the vehicle is contactable again. The service status is updated in your Mercedes-Benz account as soon as data transmission to your Mercedes has been completed.

You can see the remaining time for your Digital Extras in your Mercedes-Benz account under "Services Administration", by selecting the respective Digital Extra. You are also shown the duration in the Mercedes-Benz Store if you are logged in with your Mercedes-Benz account and you have selected a vehicle. If you now go to the service pages you see the remaining time for the individual Digital Extras under "Availability for your vehicle".

Use of the Digital Extras is also possible with a used Mercedes-Benz. You must just ensure that your vehicle is unpaired from the Mercedes-Benz account of the previous owner. An authorised Mercedes-Benz dealer will be happy to help you with this. You can then pair your vehicle in the Mercedes-Benz profile and purchase the Digital Extras you would like in the Mercedes-Benz Store. Should there still be active remaining time for Digital Extras of the previous owner you can use these free of charge until they expire. The service durations are displayed for you in your Mercedes-Benz account as soon as you have connected your vehicle.

In order to enable other people to use the activated Digital Extras in your vehicle you must register them as co-users in your Mercedes-Benz account. To do this, in your Mercedes-Benz account go to the vehicle to be used by several people and click on "Administer vehicle > Administer co-users". There you can add new people or delete existing ones. The co-users require their own Mercedes-Benz account and must agree to activation.

The co-users can look at certain Digital Extras in the same way and operate them as you can, but they have no authorisations for …

• Activating/deactivating Digital Extras
• Purchasing/cancelling
• Pairing/unpairing vehicles

If you have paired your vehicle with Digital Extras with your Mercedes-Benz account, you must unpair it before you sell the vehicle. You can do this either directly in your Mercedes-Benz account or through your authorised Mercedes-Benz dealer. When unpairing is successfully completed the vehicle is no longer saved in your Mercedes-Benz account. If other vehicles with Digital Extras are saved with your user account, the Digital Extras in those vehicles will continue to operate as before.

You can renew your Digital Extras 30 days before the term expires.