Help / FAQ

General questions

As of 31 March 2018, an EU Regulation on on-board 112 emergency call systems requires all passenger cars to be equipped with a mandatory European emergency call system (EU 112 emergency call system). As an extension to the scope of functions, all current Mercedes-Benz models are additionally equipped as standard with the Mercedes-Benz emergency call system, which remains active free of charge for customers throughout the vehicle's entire life cycle.

You can have the Mercedes-Benz emergency call system deactivated at any time by a qualified specialist workshop, e.g. an authorised Mercedes-Benz workshop.

Deactivating the Mercedes-Benz emergency call system will set the on-board communication module to a mode in which it will no longer be permanently logged into a mobile phone network during normal operation of the vehicle. This means that in the event of manual or automatic initiation of an EU 112 emergency call, the communication module will have to log into an available network in order to make the emergency call. This may lead to a delay in initiating rescue measures compared to if the Mercedes-Benz emergency call system were active.

A further consequence of deactivating the Mercedes-Benz emergency call system is that services and functions which require an active mobile phone connection (e.g. Mercedes me connect services) cannot be used for the vehicle concerned.

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.

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 you can log in with your email address and your password. You will then be able to purchase the Mercedes me connect services that are available for your vehicle

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 you can change your details, your email address and your password at any time.

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 Mercedes me connect services you can contact our customer service team.

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.
  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 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 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 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 services generally takes place immediately after they have been purchased. If you have purchased a new vehicle which includes services as bonuses, they are available for use as soon as you have paired the vehicle, you have activated the services and agreed to the Mercedes me connect terms of use.
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 "Administer Services". In Services Administration 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 Services Administration in your Mercedes me user account. To do this click on "Administer Services" under your vehicle and select the service 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 UK Limited for payment of services plus the remaining time of a service remain unaffected by the deactivation.

As soon as you activate a service in the portal 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 me user account as soon as data transmission to your Mercedes has been completed.

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

Use of the services is also possible with a used Mercedes-Benz. You must just 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 pair your vehicle in the Mercedes me Portal 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. The service durations are displayed for you in your Mercedes me user account as soon as you have connected your vehicle.

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 "Administer vehicle > Administer co-users". There you can add new people or delete existing ones. The co-users require their own Mercedes me user account and must agree to activation.

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

  • Activating/deactivating services
  • Purchasing/cancelling
  • Pairing/unpairing vehicles

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.

You can renew your Mercedes me connect services 30 days before the term expires.

Charging solutions for electric vehicles and plug-in hybrids are available from the Digital Charging Solution Store. This overview in your Mercedes me account shows you the tariffs available for your vehicle. Should you already have purchased Mercedes me Charge, IONITY: Discounted fast charging, the Charging Package or the Charging Package Premium, your contract will still run to the end of its term. You will then be able to switch to the new tariff system – without losing any of the advantages you have become used to.

A further plus for all customers, irrespective of whether or not you have previously used Mercedes me Charge: you will find the Mercedes me Charge S tariff in the Digital Charging Solution Store at a monthly cost of € 0. This means that you get to enjoy the many and varied benefits of Mercedes me Charge without having to pay a monthly fee.
The many benefits include full cost transparency even before the charging process, centralised digital invoicing and guaranteed use of energy from renewable sources.

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