10 Digit Scratch Code - Remote Lock/Unlock

[DBoyATL]

Hello Everyone,

I bought my first Audi from a dealership in Atlanta, GA (Audi North Atlanta). It is a CPO Q5 Premium Plus 2018. During the sales cycle, I was informed regarding a lot of features which involve Audi Connect and some do it (Remote Lock/Unlock). I was hoping at least I would be able to Remote Lock/Unlock my car when I bought the car. After a week, when setting up the all functionality the car has the offer, I noticed I did not have a 10 digit scratch key/code which is required to register the user in order to use Remote Lock/Unlock.

I called the salesperson and I was informed they cannot find the 10 digit key for my car and that If I wanted one, it would cost me $200+ for it. With a lot of back and forth with the sales, eventually, with no help from the salesperson, I was told to talk to a manager. I talked to the General Manager (Hobbie Demissie) and I was told I that because it is a CPO, they don't necessarily have to provide the key. I was baffled. You demo all the features during sales with no heads up on the key not being available and expect the customer to pay for functionality you talked about to sell the car.

To make this short, the General Manager was supposed to open a "ticket" to corporate on how to handle this situation. I have tried to contact General Manager over 7-8 times since September 2018. It's 2019 now and no callback or even an email. Not happy with my experience at Audi North Atlanta. (Owned a BMW and Lexus, they have never ignored their customer).

Can someone confirm that the 10 digit key is $200+? Shouldn't the key be included in the purchase of the car (or at least informed it's not included) or am I overreacting?

[Audi USA]

Hello,

Thank you for making myself and Audi of America aware of this issue with your recently purchased Q5. We apologize if this has affected your enjoyment of your Q5, I know that the features the app offers can be very important to the overall ownership experience. I would like to take a look into this matter further for you to determine if we can assist with grabbing another 10 digit code for you so that you are able to fully use the features on the app. Are you able to send over a PM with your email, VIN and any other contact information? I cannot guarantee that the full cost will be covered, but I do want to make sure we take a full look at this for you. I look forward to hearing from you.

Thank you,

[DBoyATL]

Thanks for the prompt follow up Vincenzo! PM will be sent shortly.

[JohnEnglish]

I had this happen to me too. I ended up paying the $200 because they original owner didn't give them the scratch code. I guess that's one of the risks when buying a used car, all the accessories may not be there.

[DBoyATL]

I was able to get it for free from the Dealership. Shoutout to Vincenzo for the help.
And my case, the features were part of the seller's pitch (free features like unlocking the car, etc.)

[au_k9]

I was able to get it for free from the Dealership. Shoutout to Vincenzo for the help.
And my case, the features were part of the seller's pitch (free features like unlocking the car, etc.)

Do you know if this is applicable to the previous generation Q5?

We just bought a 2016, but didn't receive any sort of code, either.

Thanks,
Kevin

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[Audi USA]

Do you know if this is applicable to the previous generation Q5?

We just bought a 2016, but didn't receive any sort of code, either.

Thanks,
Kevin

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This type of functionality was first introduced on the 2017 A4 & Q7 models. Subsequently it has been added to 2018+ Q5, S4, A5/S5/RS5/Allroad and 2019 A6/A7/A8/Q8. If you scroll down on this link: https://www.audiusa.com/technology/i...e/audi-connect and look under "Service Packages" it will also give you an idea of which cars have which functionality. It can be a little confusing because the myAudi app doesn't do a terrific job at clearly showing the difference. No 2016 or earlier models have the Key User functionality though. Let me know if you have other questions.

Thank you,

[au_k9]

This type of functionality was first introduced on the 2017 A4 & Q7 models. Subsequently it has been added to 2018+ Q5, S4, A5/S5/RS5/Allroad and 2019 A6/A7/A8/Q8. If you scroll down on this link: https://www.audiusa.com/technology/i...e/audi-connect and look under "Service Packages" it will also give you an idea of which cars have which functionality. It can be a little confusing because the myAudi app doesn't do a terrific job at clearly showing the difference. No 2016 or earlier models have the Key User functionality though. Let me know if you have other questions.

Thank you,

"Older vehicles have select models equipped with Audi connect. Please ask your dealer."

I guess I'll ask my dealer the next time I'm there.

We bought the car from a non-Audi dealer, so we didn't get the full delivery experience.

Cheers,
Kevin

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[RoB9]

"Older vehicles have select models equipped with Audi connect. Please ask your dealer."

I guess I'll ask my dealer the next time I'm there.

We bought the car from a non-Audi dealer, so we didn't get the full delivery experience.

Cheers,
Kevin

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Were you able to get anywhere? I also bought mine from a non-Audi dealer (VW) and I don't have the 10-digit code.

[au_k9]

Were you able to get anywhere? I also bought mine from a non-Audi dealer (VW) and I don't have the 10-digit code.

Not yet.

I have an appointment next week to get a fob programmed. I'll try to remember to ak about this.

Kevin

Kevin

2016 Q5 2.0T

[bradkw]

Hello,

Thank you for making myself and Audi of America aware of this issue with your recently purchased Q5. We apologize if this has affected your enjoyment of your Q5, I know that the features the app offers can be very important to the overall ownership experience. I would like to take a look into this matter further for you to determine if we can assist with grabbing another 10 digit code for you so that you are able to fully use the features on the app. Are you able to send over a PM with your email, VIN and any other contact information? I cannot guarantee that the full cost will be covered, but I do want to make sure we take a full look at this for you. I look forward to hearing from you.

Thank you,

I just bought a 2017 Audi A4 and it is also missing the 10 digit code. This is my first CPO purchase, but everything was so similar to buying a new car that I assumed I would have everything needed to connect my phone to the car. I signed up for AudiConnect only to find out that I am missing this code. I contacted my dealer and they told me that normally they could help me, but because they gave me a deal on the car, they can't do anything more. Personally I feel this is an Audi shortcoming to not provide this code with all CPO cars. The dealership could also stand behind the car and provide it too. I seem to have struck out at the dealer. Is there anything you can do with Audi of America?

Thanks!
+Brad

[Audi USA]

I can't make any guarantees Brad but I'd be happy to look into it further for you. Please feel free to send me a PM with your contact information, VIN, and your dealer info. Thanks!

[Larry F]

Vincenzo I am a new member in the same boat. I purchased 2017 A4 for my son and come to be very disappointed when we could not sign up for Audi services due to 10 digit pin. We have verified our account with Audi but we cannot connect in the vehicle. Any help appreciated.
Thnak you

[eworm]

I bought a CPO and got the code but alas I am not able to be verified as a key user. The tech department at the dealership tried to help initially but after a week or so they stopped trying. I have 4 months free still....can’t imagine having to pay for a subscription


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[Dan De]

I have a 2019 A6 and just lost the six month free Audi Connect at the end of June. I signed up to renew six more months of Audi Connect. I have yet to be able to register to key code! I have called numerous times the 877 number to try and find out what I ma be doing wrong to get the key register to work but to no avail. I get "Due to the unusually high calls", blah blah blah... So far my Audi Connect experience has NOT been a happy one. Is there another phone number to call to talk to a human being to remedy this?

[19_hole]

Your dealer should be able to do this for you.

[Dan De]

You mean... again for a second time?
Would be nice to have better customer service. Like with the 877 telephone service. Or am I asking too much?

[19_hole]

If you have one already, you don't need a new one. If you lost it, well shame on you....you need a new one.

[Dan De]

19_hole, thanks. If you read my first post, I had Audi Connect set up. The subscription lapsed by a few days so I renewed Audi Connect but the key code had to be re-entered and I have been unable to re-enter the key code (that I still have in my possession). The much less than excellent telephone service for Audi Connect sucks to high heaven and was wanting to know if there is any other telephone number available to talk to a real live human being about the issue!

[A3Kent]

Bump, how do I obtain one if I bought a car used from a dealer?

[scsu]

Mine was missing when I bought used from an Audi dealer. Dealer bought it for me. You can buy one from Audi parts, but I believe you need to go to a dealership so they can verify that you are the owner of the vehicle. I believe the key code is linked to the vin.

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[Route]

Similar frusterating experience. The window sticker the dealer sent me pre sale(pre-owned 2018 Q5) had Audi connect and similar features on it. I independently checked these features. Now, post sale, the dealer does not have the 10 digit code. This is as bad as selling a car without a tangible visible component like a tail light -- after indicating the car has one. But, because this is not a physical component, its harder to notice. The keys given to me even had a tag along with them, but not the right one, with the code. Downloaded the Audi app, sent the dealer the agreement number for verfication -- all set, but I am a 10 digit code short of logging in. Now (based on the post above) I have to buy one myself?

[18GlacierS4]

I am in the same boat as well, bought CPO a couple months ago, but did not receive the 10 digit code.

AUDIUSA, I sent you a PM with my name, vin, and dealership purchased from.

Would be really nice if they could get me a code, seeing as how a CPO vehicle is supposed to include everything as if you were purchasing brand new.

[Fasterd]

Audi as a company supports the cars, dealers are snakes and will lie to get that extra change.

[18GlacierS4]

I am in the same boat as well, bought CPO a couple months ago, but did not receive the 10 digit code.

AUDIUSA, I sent you a PM with my name, vin, and dealership purchased from.

Would be really nice if they could get me a code, seeing as how a CPO vehicle is supposed to include everything as if you were purchasing brand new.

Sent a PM but no reply. Dealer unwilling to do anything for me at this point. Just would like to be able to use the lock/unlock and check vehicle status from the app.

The chance of me subscribing to their paid premium service is going down if this is how this is handled honestly..

[detour515]

Same here. Got a CPO 2017 A4, no code.

[19_hole]

The dealer's parts dept can order you a new code from AoA.

[rbrb111222]

I can't make any guarantees Brad but I'd be happy to look into it further for you. Please feel free to send me a PM with your contact information, VIN, and your dealer info. Thanks!

I am also looking for 10 Digit code. I bought 2018 Audi Q5 and I am looking add the key to MMI but I dont have 10 Digit code.

[scsu]

I am also looking for 10 Digit code. I bought 2018 Audi Q5 and I am looking add the key to MMI but I dont have 10 Digit code.

FYI. AoA no longer monitors this forum. I had the same thing. Brought it to the dealers attention and they ordered one for me. No charge.

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[Contrasale]

This just makes me sad and hopeless, after reading all Threads, I realized is bit redundant go into detail of what I'm going through, I bought it use(smaller dealer) 18 S5, no code blah blah same stuff.. If you see how fast technology and higher tier gadgets, with the speed they're growing, you could realized how unnecessary the hustle this insignificant (but yet well deserved for the price) feature is. Today, in manny 2017+ premium carbrand models, you can turn ON and off you car from another country Exam:(after paying tesla wifi/feature) even drive it out of a parking lot if you don't wamma get wet. And yet, here we are, wishing we could just the chance to see the status of my car and/or unlock the doors through and obsolete dated app, for $200+us, even after paying for premium wifi ($200+ us depending plan)

[TheLizards]

FYI. AoA no longer monitors this forum. I had the same thing. Brought it to the dealers attention and they ordered one for me. No charge.

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Man lucky you. I bought a CPO S4 a month ago today and the dealer I purchased from told me to pound sand after the fact and yet never mentioned that I’d need a 10 digit code to use the damn app they told me about!

“That is for new cars only, not on the CPO checklist. Parts can get you one for around $150, I think.” is what my sales guy told me. Ive recently chatted Audi USA via the website and they are looking into getting a code for me. We will see but I don’t have high hopes. Audi Palo Alto sucks ass on many levels I have since found out.

[scsu]

Man lucky you. I bought a CPO S4 a month ago today and the dealer I purchased from told me to pound sand after the fact and yet never mentioned that I’d need a 10 digit code to use the damn app they told me about!

“That is for new cars only, not on the CPO checklist. Parts can get you one for around $150, I think.” is what my sales guy told me. Ive recently chatted Audi USA via the website and they are looking into getting a code for me. We will see but I don’t have high hopes. Audi Palo Alto sucks ass on many levels I have since found out.

Ya, the dealer we use is pretty good and very responsive. Just bought a 2021 Q5 from them this past Saturday. I doubt I would have bought from them if they hadn't taken care of me in the past.

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[jtbrown1111]

I just purchased a 2018 A5 Premium S-Line ..... The Dealership doesn't have the plastic tab that shows the 10 digit vehicle code needed to register the audi with the app .... Does anyone know where I can get one ?

Thank you !!!!

Joel

[scsu]

I just purchased a 2018 A5 Premium S-Line ..... The Dealership doesn't have the plastic tab that shows the 10 digit vehicle code needed to register the audi with the app .... Does anyone know where I can get one ?

Thank you !!!!

Joel

You will have to get one from a dealer. Mine was missing and the dealer got for me no charge. Others weren't so lucky and had to pay for it.

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[CavEsk1337]

You will have to get one from a dealer. Mine was missing and the dealer got for me no charge. Others weren't so lucky and had to pay for it.

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You're indeed lucky! We charge $100 for a new one.

[scsu]

You're indeed lucky! We charge $100 for a new one.

I am. My dealer has always taken good care of any issues.

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