en:FAQs:CUPRA Connect:GEN 4 General information COM/EN

CUPRA Connect

GEN 4 General information


CUPRA CONNECT's innovative services and functions connect you with your CUPRA and the world. For instance, you can see where exactly you’ve parked your CUPRA or check the available charging stations. Thanks to CUPRA CONNECT services, you can feel safer and more relaxed behind the wheel. Online traffic information makes sure you get to your destination as quickly as possible, while automatic Emergency Call ensures you feel good while driving. All of these services are only a button away in your CUPRA vehicle and through the My CUPRA app.

Please note: The availability of CUPRA CONNECT services may vary depending on your country, vehicle and equipment.

What equipment does my car need in order to use CUPRA CONNECT services?

CUPRA CONNECT services are part of the standard equipment of your CUPRA Born.

- If your vehicle is equipped with a Media System, then you have access to the CUPRA CONNECT for Media System package, which includes CUPRA CONNECT.

- If your vehicle is equipped with a NaviSystem, then you have access to the CUPRA CONNECT PLUS for Navi System package, which includes CUPRA CONNECT and CONNECT Plus (with a free trial period of 3 years).

Do I need to pay for the internet connection required to run CUPRA CONNECT services?

The use of Internet Radio requires additional internet data consumption that you can get via:

- Tethering through the smartphone

- Buying a data plan in CUBIC Telecom

The rest of the CUPRA CONNECT Gen 4 services run free of charge.

How can I delete my CUPRA ID account?

CUPRA ID deletion process:

1. From the App, you have a Delete Account button (Call to action)

2. This takes you to the CUPRA ID portal (https://cupraid.vwgroup.io/)

3. You can then proceed with the deletion or you can go directly to the CUPRA ID portal (https://cupraid.vwgroup.io/)

If I have multiple CUPRA vehicles, can I use CUPRA CONNECT in all of them?

For each CUPRA CONNECT ID you can have more than one CUPRA vehicle (if your vehicle is a previous 4.2.0. release, in case you have more than one CUPRA car you should create a CUPRA CONNECT ID for each.

What is the vehicle identification number (VIN) and where do I find it on my car?

The VIN (vehicle identification number or chassis number) is your CUPRA's unique 17-digit identification number. You can find the VIN in your registration papers and in the bottom-right corner of the exterior of your windscreen.

During the enrollment process of your vehicle, the VIN number will also appear in the Infotainment together with the QR code to access My CUPRA app and proceed with the enrollment process.

Do I need a user account to use CUPRA CONNECT?

Yes, a user account (or CUPRA ID) is needed to enrol your car with your My CUPRA app and enjoy all the services. Already have an account? Just enter your email and password in My CUPRA app, and click the Log In button. Now you are ready to add your car and start enjoying CUPRA CONNECT.

How do I know that my user account has been created and my car has been enrolled successfully?

Once you've created your CUPRA ID, you will receive an email asking you to verify your account. Open and click on the link in this email to confirm your account. The link will direct you to My CUPRA app, where you can log in with your CUPRA ID. Now that you're registered, you just need to enrol your car by following the instructions in the Infotainment system where you will get a final message of to tell you that the enrollment is completed.

I haven't received a confirmation email yet. What should I do?

It may take a few minutes for the confirmation email to reach your inbox, or it could have landed in your Spam folder. If you still can't find it, please go through the setup process again. If this still doesn't work, please contact CUPRA Customer Care and we will do our best to help you.

How do I create a user account in the My CUPRA app?

To create a user account in your My CUPRA app, click Log in and then Registration. Next, enter your email address and create a password. Then click Registration. You will automatically receive a confirmation email. Click on the link in the email to complete registration. The first time you log in with your user data, you can fill in your personal details (first name, last name, date of birth, etc.).

How do I add a (new) vehicle to my account?

To do this, you can start accessing /downloading My CUPRA app in your Smartphone, from Apple App Store or Google Play Store or clicking on "link with CONNECT" under "settings" in your infotainment system, that will guide you through the whole process (see below). The final step of the enrollment is always in your infotainment system, as you will need to scan the generated QR code.

1. A QR code will be generated for you to download/access My CUPRA app. You have 5 minutes to scan the QR, after that period another QR code will be required.

2. Log in or create your CUPRA ID by filling in some personal data

3. Enter the VIN shown on the infotainment screen or at the bottom-right corner of the exterior of your car windscreen

Accept Privacy, Terms and Conditions & the contract of CUPRA CONNECT for 0€.

4. Wait until another QR code is generated for you to scan it and finish the enrollment process.

To simplify the enrollment process even more, you can also go through the "Wizard Configuration" in the "Settings" menu in the Infotainment and follow the instructions.

With the QR process, it takes half the time, in comparison with GEN3.

What should I do if I can't use my CUPRA services?

In order to use CUPRA services, you need:

- a good internet signal and data connection

- the correct VIN of your vehicle

- a model compatible with the desired services (CUPRA Born and CUPRA Tavascan for CUPRA CONNECT Gen4)

- valid service licenses where applicable

Can I use every service even if I haven't activated CUPRA CONNECT?

If you don't activate CUPRA CONNECT services, you can only use the services required by law.

Can I cancel my service order and, if so, how do I do it?

You can cancel your contract within the cancellation period by sending us a statement of withdrawal. You can choose to use our cancellation form if you'd like. You can find this form on the My CUPRA app under General Terms and Conditions. If you need more information, please contact CUPRA Customer Care.

When does the first free-trial period begin for the final customer?

The services get activated for free during 3 years on car registration day with your warranty signature.

How do I know when my free trial period has expired?

You will receive an email one month before the expiration date, then 15 days before, 48 hours before and finally on the expiration date a final email informing you of the end of the free trial period.  You can also check the expiration date in the My CUPRA App. To extend your services, simply renew them and make the necessary payment. Contact your dealer for more information. 

What happens to the personal details I provide to CUPRA CONNECT?

CUPRA maintains a database of all personal data provided by customers, as well as other information which is necessary for providing CUPRA CONNECT services, such as vehicle data and geolocalisation. All data resulting from the use of CUPRA CONNECT services belongs to the customer. Data usage is dependent on explicit customer consent. All data usage takes place in compliance with the EU General Data Protection Regulation (GDPR). 

Please note that all data is used only by CUPRA and its distribution and service partners. Data is not shared with third parties for commercial reasons.

Data is anonymous in most cases (non-anonymous data is used only when absolutely necessary), and CUPRA processes the data according to strict security guidelines.

What can I buy in the In-Car Store?

Depending on your vehicle equipment, from In-Car Store you can buy CONNECT content: Connected Travel Assist (if you previously acquired Travel Assist as optional equipment), CUPRA Charging Map, Online Vehicle Maintenance.

What is Service Deactivation?

The Service Activation and Deactivation feature lets you activate and deactivate the traffic data generated in your vehicle Infotainment system service by service, in the Service Management of My CUPRA app. All CONNECT services can be activated/deactivated by selecting the Private Mode.

How can I activate or deactivate Private Mode?

You can switch to Online/Offline Mode in your infotainment system via the:

- Welcome screen

- Control centre (globe icon)

- “Settings” in Infotainment menu

What are the different privacy levels that I can select?

You can choose from different privacy modes:

- Online Mode with location data: Allows vehicle services to share your position in order to track your vehicle. All services that forward your location data to the app are enabled.

- Online Mode: Allows vehicle services to share your account and vehicle data (anonymously). All services are enabled except those that send your vehicle's position (personal data + VIN).

- Offline Mode: All services except legally required services (e.g. Public Emergency Call) are disabled or don't transmit data. 

My smartphone has been stolen. Can I block my services to prevent misuse?

If you lose your device, you can change your password by accessing the My CUPRA app from another device. The new password is required to use any services in My CUPRA app. For additional security, you can modify the app settings so that you need to re-enter your password after a period of 5, 10 or 15 minutes with no account activity.

Which services can a Guest User access?

A Guest User is a prospective user who has limited access to the services in CUPRA CONNECT and CUPRA CONNECT Plus, such as:

- Restore factory settings

- Legal notice

- Private Mode & High Voltage Battery Protection

- Customer care

- Breakdown call

-  Plug and Charge Online: only if the Primary User has installed the certificate.

Online Infotainment

- Online traffic information

- Online map update

- Online route calculation

- Dynamic POI (Charging stations and Parking)

- Online POI Search

However, even if a Guest User is able to access these services, the packages need to be activated by a primary user in the vehicle first.

Which services can I use as an Additional User?

An Additional User gains access to most of the services in CUPRA CONNECT  and CUPRA CONNECT Plus, such as:

- Delete user

- Restore factory settings

- Legal Notice

- Private Mode & High Voltage Battery Protection

- Breakdown Call

- Customer Care

- Personalisation

- Plug and Charge Online: only if the Primary User has installed the certificate.

Online Infotainment:

- Online traffic information 

- Online map update

- Online route calculation

- Dynamic POI (charging station and Parking)

- Internet radio

- Online POI Search

How can I configure access to my car with different users?

Apart from the Primary user, four other users can log in to your car, becoming additional users or remaining as guest users. As Primary user, you can delete other users in the user Menu of the Infotainment or via the My CUPRA app (Garage section).

Where do I find My CUPRA app and how do I install it on my device?

You can download My CUPRA app on your smartphone at the Apple App Store or Google Play Store. Simply follow the store's downloading and installation instructions. My CUPRA app is free to download.

Also, by following the instructions of your Infotainment system to start the enrollment and activate CONNECT services, a QR code is generated for you to scan it and download My CUPRA app.

Why can't I log in to the My CUPRA app?

First, make sure you have the latest version of the app installed on your smartphone. To check this, visit the Apple App Store or Google Play Store and install any available updates.

If you're still having problems logging in to your CUPRA CONNECT account, you can go to the CUPRA ID portal and use the email you signed up with, your username or your mobile phone number to identify your account and reset your password. If this doesn't fix the issue, please contact CUPRA CONNECT Customer Care and we will do our best to help you.

Can I transfer my services agreement to my new car?

Unfortunately, only one vehicle can be linked to the services agreement. This means it can't be transferred from one vehicle to another. 

If I sell my car, can I transfer my contract to the new owner?

Yes. First, decouple your vehicle from your user account by restoring to factory settings in Infotainment menu. The new owner can then register in the My CUPRA app and link the vehicle to their user account, to continue using the services until the contract expiration, since the CONNECT licenses are linked to the vehicle and not to the ID.

I've purchased a second-hand CUPRA and I'd like to take over the previous owner's contract, so I can use the CUPRA CONNECT services. How can I transfer the contract?

The services contract term is linked to the vehicle, not to the user, so the new owner can continue using the services until the contract expires. To use CUPRA CONNECT services, create a CUPRA CONNECT user account in My CUPRA app, if you haven't already done so. Enter your CUPRA's vehicle identification number (VIN) during the Add Vehicle step. You will then receive a notification telling you that you can change the primary user. The previous owner will also be notified of this by email.

How do I receive my invoice after I've made a payment?

You will receive your invoice via email. It will never be sent by post. You can also download your invoice in the CUPRA Store by logging in with your user account. If you haven't received your invoice, please contact CUPRA Customer Care. 

My transaction has been cancelled: CUPRA, S.A. cannot continue with the transaction after verification of my data.

CUPRA, S.A. is subject to legal requirements arising from foreign trade and export control restrictions that prohibit the transfer and provision of products, services and technology to persons sanctioned internationally for criminal activities. In order to comply with such requirements, CUPRA, S.A. processes your transaction data to check it against international sanctions lists. In the event that your data matches the data of an internationally sanctioned person/party, CUPRA, S.A. will not be able to continue with your transaction and will proceed to its cancellation. For more information, please refer to Section 2 of the Privacy Policy ("Screening if your data matches specific official sanctions lists")".

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