Country availability of Mercedes me connect
Mercedes me connect is available only in the following countries:
Belgium
Bulgaria
Denmark
Germany
Estonia
Finland
France
Greece
Great Britain
Ireland
Italy
Croatia
Latvia
Liechtenstein
Lithuania
Luxembourg
Malta (only model 447.8)
Netherlands
Norway
Austria
Poland
Portugal
Romania
Sweden
Switzerland
Slovak Republic
Slovenia
Spain
South Cyprus (only model 447.8)
Czech Republic
Hungary
Mercedes me connect, general
This document gives an overview of Mercedes me connect and all services that were available at the time of copy deadline. Deviations specific to countries and equipment are possible.
The services are summarized under Mercedes me connect and they can be used via an external connection to the vehicle. On the one hand, this refers to services that can be used from within the vehicle, e.g. emergency calls or receiving real-time traffic data (live traffic information). On the other hand, the user of Mercedes me connect can call up information from his vehicle or control the vehicle functions from outside the vehicle (remote control) via the Mercedes me portal and the Mercedes me web app or using the Mercedes me app.
The user can generally activate or deactivate services that are available for his vehicle using the Mercedes me portal and the Mercedes me web app (under "Manage services"), but in some cases, also using the Mercedes me app.
The Mercedes me Portal can be accessed on this website: https://www.mercedes.me.
The document is divided into the following chapters (the services are described in further documents):
Mercedes me connect: communication
Mercedes me connect: preconditions
Mercedes me connect: vehicle data and data security
Mercedes me connect: main users and guest users
Mercedes me connect: procedure in case of change in ownership
Mercedes me connect topics in focus
S82.89-0006-79
Aa | Mercedes me web app | Ae | Call center for emergency calls, accident and breakdown management | |
Ab | Mercedes me portal | B | Communications module | |
Ac | Mercedes me app | Y | Internet connection | |
Ad | "Daimler vehicle back-end" | Z | Mobile phone connection |
Mercedes me connect: communication
In principle, the services are based on a secured mobile phone connection between the communication module in the vehicle (e.g. HERMES control unit (N112/9)) and the service center ("Daimler vehicle back-end" or call center for emergency calls, accident and breakdown management). For services that are used outside the vehicle, the user can use his Internet-capable end devices to either call up the Mercedes me web app or use the Mercedes me app downloaded from the app store on the end device. The communications module is integrated in the bus system of the vehicle via CAN and, in this way, it can request the required data and/or initiate the required actions.
Data on vehicle states is generally transmitted periodically, i.e. at specific time intervals or if a particular value has been reached (e.g. update of kilometer reading every x km), and in case of certain changes in status (e.g. ignition on/off). The rules for data update are not the same for all services. After the ignition has been switched off, the communications module switches to sleep mode, in which it can still be reached. The sleep mode lasts several days for telematics services communications module and approx. one month for HERMES control unit; if the ignition continues to be switched off after this period, the communications module will not be reachable any more. Even if the battery voltage in the vehicle falls too low, the connection to the communications module is not possible any more.
The current location of the vehicle is required for many services; the communications module uses the position finding function of the navigation module in the head unit for this. If no navigation-capable head unit is installed in the vehicle, the communication module has its own position finding function with a global navigation system (GPS) receiver and dead reckoning (for basic position finding, as long as GPS reception is interrupted).
Mercedes me connect: preconditions
The general preconditions for the use of the services are described as follows. Any specific preconditions for the use of any individual service are explained along with the description of that service.
The following preconditions must be satisfied for the use of Mercedes me connect:
The vehicle is equipped with a suitable communication module (e.g. telematics services communication module or HERMES control unit).
The user is registered with Mercedes me.
An email address and the vehicle identification number (VIN) are required for registration purposes, and the terms of use must be accepted.
The user has had the vehicle linked to his user account at a MercedesBenz service center.
For linking the vehicle to the user account, the user must provide his identification and the vehicle registration document.
The respective service is actuated.
Some services are only valid for a limited period and must be extended to enable further use. A valid subscription is a requirement for activation of the service.
The vehicle is in a region with sufficient network coverage provided by the contract partner.
An insufficient network coverage from the contract partners can lead to the following malfunctions:
The services are not available.
The displayed information does not correspond with the current status.
No atmospheric interference occurs.
As with mobile phones, atmospheric interference can result in the services not being available.
Generally, the selection of services that are available for the vehicle mainly depends on the head unit of the vehicle. The head unit version (as radio without navigation, as navigation-capable radio or as Cockpit Management and Data System (COMAND)) and the telematics unit version (NTG) are the significant variables. Some services further depend on special equipment.
For emergency calls and for most basic services, no user account is required.
Vehicle data and data security
In case of several Mercedes me connect services, vehicle data are transmitted. The technical data in combination with the FIN is always specific to the person. This is why providing proof of identity and presenting the vehicle registration document are important safety precautions to be taken when the vehicle is linked to the user account. The user information and user data that are transmitted are protected against accidental or unauthorized circulation, against modification and destruction and also against loss and access by third parties.
Main users and guest users
A user who has got a vehicle linked to his user account at a Mercedes-Benz service center is the main user for this vehicle. The main user can enable other persons to use the services for the vehicle by making these persons guest users. Once the vehicle is selected, the function for inviting guest users is available in the "Manage guest users" menu in the personal area. Upon entering the email address, an invitation is sent to the guest user. As soon as the guest user has accepted the invitation (by activating a link in the invitation email), he is entered as a guest user and can use the services.
If the invitation is not accepted within a specific time period (currently 5 days), it expires, and a fault message is displayed to the receiver of the invitation if he attempts to activate the link after this time period. The recipient must then be invited again in order to be able to become a guest user.
The main user can view all the guest users for a vehicle with their names and email addresses in the "Guest users" menu and he has the option of deleting individual guest users. The guest user in question and the main user are informed about the deletion by email.
The guest user has access to the same services as the main user; however, inviting and deleting other guest users, and activating and deactivating services can only be carried out by the main user.
Procedure in case of change in ownership
If a user sells the vehicle that is linked to his user account, he is obliged to delete the vehicle in his user account.
If a user has bought a used vehicle, the previous owner can still have access to the services of Mercedes me connect. Daimler AG or Mercedes me connect is not automatically notified about the change of ownership. If and as long as the previous owner is still linked to the vehicle, he can use all the services of Mercedes me connect. In this case, it may make sense to temporarily deactivate certain services. The user can and should get the access for the previous owner deactivated via the service center.
Mercedes me connect topics in focus
The following topics have dominated the support queries during the course of the past few months:
User account: In isolated cases, users may require assistance with creating, managing and deleting the user account. Problems arise, in particular, when sending confirmation links, when linking vehicles to the user account and when activating services.
As from the middle of 2017. a remedy is available to simplify the process for creating the User Account and for linking the vehicle.
Service usage:
Remote query of vehicle status: Isolated problems may occur when updating the data. In this instance, one should contact the Customer Assistance Center (CAC).
Remote door locking and remote door unlocking: The locking and unlocking may take a long time to do by smartphone in isolated instances or it may fail altogether. In this instance, one should contact the CAC.
Telematic service | Preconditions |
Emergency call | Model 447.8 and model 470 |
Breakdown Management | Model 447.8 and model 470 |
Maintenance management | Model 447.8 and model 470 |
Accident management | Model 447.8 and model 470 |
Tele diagnosis | Only model 447.8 |
Remote vehicle diagnostics | Model 447.8 and model 470 |
Live Traffic Information | Model 447.8 and model 470 |
MB apps | Model 447.8 and model 470 |
Office function in the vehicle | Model 447.8 and model 470 |
Remote query of vehicle status | Model 447.8 and model 470 |
Stationary heater programming | Only model 447.8 only in combination with code H12 (Hot-water auxiliary heater) |
Remote locking and remote unlocking of the doors | Only model 447.8: With code W64 (Liftgate with big flip window), "big flip window" is not recorded. A notice appears via the info button. |
Vehicle position | Model 447.8 and model 470 |
Geographical vehicle monitoring | Model 447.8 and model 470 |
Vehicle locating | Model 447.8 and model 470 |
Send 2 Car | Model 447.8 and model 470 |
Online software update (only HERMES) | Only with HERMES control unit (N112/9) |