2.2.0.4_0, 2017-05-15 14:52:25

ConnectedVan FAQ.

ConnectedVan

Find answers to the most frequently asked questions about Volkswagen ConnectedVan.

What is ConnectedVan?

With Volkswagen ConnectedVan, Volkswagen Commercial Vehicles offers commercial customers a comprehensive solution to manage their fleets efficiently, to obtain vehicle information and to save time and money. ConnectedVan is an online mobile service which provides the fleet manager with an overview of their fleet and allows simple and transparent management based on current vehicle data.

How can I use ConnectedVan?

The following components are required:

  • the ConnectedVan smartphone app as well as a smartphone with an Android (from Version 4.2) or iOS operating system (iPhone 4s and newer devices with operating system from iOS 8.0)
  • the “Volkswagen DataPlug” vehicle adapter (available from the accessory shop at your Volkswagen Commercial Vehicles dealership)
  • a compatible vehicle (ConnectedVan can be retrofitted in the majority of models from Volkswagen Commercial Vehicles (Crafter, Transporter, Caddy and Amarok) built from 2008 onward
  • registration on the ConnectedVan web portal and a PC or tablet with a current version of an internet browser (Internet Explorer, Chrome or Mozilla Firefox)
Is there a guide for using the services?

At the top of this page you will soon find a step by step guide explaining all the functions. If you have any further questions, please contact the freephone Volkswagen customer hotline on 0800 7245059.

What do I need to use ConnectedVan?

 

The following components are required:

  • the ConnectedVan smartphone app as well as a smartphone with an Android (from Version 4.2) or iOS operating system (iPhone 4s and newer devices with operating system from iOS 8.0)
  • the “Volkswagen DataPlug” vehicle adapter (available from your Volkswagen Commercial Vehicles dealership from 2016)
  • a compatible vehicle (ConnectedVan can be retrofitted in the majority of models from Volkswagen Commercial Vehicles (Crafter, Transporter, Caddy and Amarok) built from 2008 onward)
  • registration on the ConnectedVan web portal and a PC or tablet with a current version of an internet browser (Internet Explorer, Chrome or Mozilla Firefox)

Where can I download the ConnectedVan app?


The app can now be downloaded from the Google Play Store and the iOS App Store.

The ConnectedVan app on the App Store

The ConnectedVan app for Android


Where can I get the DataPlug?
 

Please contact your Volkswagen Commercial Vehicle dealership if you wish to acquire a DataPlug.

 

How do I register on the ConnectedVan web portal?
 

Visit https://connectedvan.volkswagen-commercial-vehicles.com to register for free. You must provide company details as well as an email address and a password. You will then receive an email with a confirmation link. After providing confirmation, you can login with the data provided and create your first driver and vehicle.

Is there a service hotline?

In case of problems or questions, please contact the freephone Volkswagen customer hotline on 0800 8655792436 – open daily between 8:00 am and 8:00 pm.

Web portal

Find answers to the most frequently asked questions about Volkswagen web portal.

Why do I need to use the ConnectedVan web portal?

In the ConnectedVan web portal, you or your fleet manager can get an overview of the entire fleet, evaluate vehicle-specific fuel consumption, view GPS locations or view warning and error messages for individual vehicles.

How do I register to use ConnectedVan?

After installing the DataPlug in the vehicle, you can create a company account using the ConnectedVan web portal at https://connectedvan.volkswagen-commercial-vehicles.com. Click on the “Register” button, complete the registration form, read and accept the terms of use.
In order to add a vehicle, you need to add at least one driver. The driver can download the ConnectedVan app and log in by scanning the QR code or using the user ID. Vehicles are automatically added as soon as a driver connects a smartphone to the DataPlug for the first time.

Is registration required in order to use ConnectedVan?

Yes, registration is required to make use of all the services offered and the ConnectedVan app.

How do I know whether I have successfully registered?

After a successful registration, you will receive a confirmation email at the email address provided. Please click on the link in the confirmation email. You will be directed back to the ConnectedVan web portal and receive confirmation that your registration was successful. This means that the registration was successful and you can log back in with the specified user data.

I have not received the confirmation email. What should I do?

Please be aware that it may take several minutes for the confirmation email to be received. Please check your spam folder in your mailbox and check your entry for typos. If you still have not received the confirmation email after several minutes, please contact the free Volkswagen customer hotline on 0800 7245059.

How do I create a driver in the ConnectedVan web portal?

In the tab “Driver” using the “Add driver” button you can add your employee as a driver. Have the driver's name and an initial password to hand. A QR code or a user ID will be shown which can be used to automatically connect the ConnectedVan app to the company account in the web portal. Please do not forget to provide the driver with the initial password and either the QR code or the User ID (e.g. printout, screenshot) – the driver needs this information to log in for the first time. After the first login, the initial password must be changed.

Why do I need the QR code/user ID after successfully registering?

The QR code or the user ID which is displayed after successful registration in the portal is required for the first-time connection of a driver's smartphone with a Volkswagen DataPlug and the ConnectedVan web portal. In order to create a connection, either the QR code must be scanned with the smartphone (the camera is activated automatically via the app) or the user ID must be entered manually. The driver and vehicle data will then be automatically transferred to the web portal.

How do I change my password in the ConnectedVan web portal?

The password for the ConnectedVan web portal can be changed in the settings under “Change password” in the tab “My data” after entry of the current password. The “Change password” button can be found in the top right of the website.

I have forgotten my password. What should I do?

On the login page of the ConnectedVan web portal, click on “Forgotten password” and enter the email address you provided when you registered for ConnectedVan. You will receive an email with a link which can be used to reset your password.

Where can I change my registered email address?

Under “My data” in the ConnectedVan web portal you can change the email address you provided during registration.

Which services does ConnectedVan offer?

With ConnectedVan, you can access the following services:

Vehicle management

  • Vehicle status notification
  • Current vehicle information
  • Log book, refuelling log
  • Maintenance appointment notification

Driver management

  • Employee overview
  • Contact data, assigned vehicle, documents

Dealer management

  • Dealer overview and information
  • Favourite dealerships for each vehicle

Driver and vehicle assessment

  • Display and comparison of the average fuel consumption per driver and vehicle (fuel consumption is calculated based on the detected fuel stops in the system)
  • Driver performance comparison

Journey log

  • Digital journey log
  • Automatic journey records
  • Privacy protection through encryption of private journeys

Refuelling log

  • Records containing information on refuelling
  • Information on fuel consumption

Warning messages

  • Vehicle-specific display of warning messages including description

GPS tracking

  • Clear location determination for all registered fleet vehicles
  • Tracking carried out every 30 seconds
  • Detailed information and graphical display of the route progress with Google Maps functionality

Data export

  • Data relating to the journey log, fuel stops, warning messages and vehicle condition can be exported and processed for each vehicle

Service.

  • Quick and direct contact to the service partner
  • Overview of appointments (appointments must be organised with your Volkswagen Commercial Vehicles dealership)
  • Support with arranging service appointments
How do I create a vehicle in the portal?

Vehicles do not need to be entered into the system manually. The vehicle will be automatically added to your vehicle fleet at the time of the first connection of the ConnectedVan app. This requires at least one driver to have been created. Under the “Vehicle” tab you can see an overview of your vehicle fleet.


To connect for the first time, you must:

  • insert the DataPlug into the vehicle's OBD-2 interface
  • create a driver account in the ConnectedVan app
  • connect the smartphone and DataPlug via Bluetooth

In the ConnectedVan web portal, you are automatically asked whether the vehicle should be added. The vehicle is added if this option is confirmed.

How does the vehicle registration work?
  1. Purchase and install the DataPlug
  2. Create the driver in the portal and download the app to the smartphone
  3. Turn the vehicle's ignition on
  4. The DataPLug's LED will flash briefly
  5. Enable your smartphone's Bluetooth function
  6. Search for the DataPlug in the Smartphone's Bluetooth settings and select the correct DataPlug
  7. Open the ConnectedVan app
  8. Select the DataPlug in the settings
  9. Enter the Bluetooth PIN (printed on the DataPlug packaging)
  10. The Bluetooth symbol in the app turns green when there is an active connection
  11. The vehicle will automatically be added to the vehicle fleet in the web portal
What is the VIN?

The VIN (Vehicle Identification Number) is the individual identifier for your vehicle. ConnectedVan reads the VIN via the DataPlug directly from the control unit of the vehicle. This means that each vehicle is added to the ConnectedVan web portal. The VIN can be found on the outer wheel end of the windscreen or on the door sill trims in your vehicle.

Can the same driver pair his Smartphone or a ConnectedVan app with different vehicles in the fleet?

Yes, the ConnectedVan app can be paired with various DataPlugs. The DataPlug must be paired with each vehicle via the app – at the time of the first pairing, the Bluetooth PIN must be entered in the smartphone. For all further journeys, the smartphone automatically detects a paired DataPlug.

Please refer to the information concerning DataPlug Reset under “Volkswagen DataPlug” > “General questions” > “DataPlug Reset”.

Is the ConnectedVan journey log recognised by the tax office?

Volkswagen Commercial Vehicles does everything possible to offer you as a customer a tax office compliant journey log and has implemented all the technical requirements necessary for an electronic journey log. With proper operation of the journey log by you as a user, the journey log has the best chance of being recognised. However, the tax office reserves the right to decide on the acceptance of journey logs in individual cases.

Can I change journey log entries at a later date?

Within seven days after completion of the drive (legal requirement of your tax office), the driver who has made the journey can edit a journey log entry later via the app. All changes are documented in the change log in the ConnectedVan web portal. Journey log entries cannot be changed via the portal. If ConnectedVan detects a gap in the journey log, the fleet manager has 7 days to assign this gap to a driver. If this action is not completed, the journey is automatically designated a private journey. This action cannot be changed after this time.

How does the export function in the portal work?

Under the “Vehicle” tab you can see an overview of your vehicle fleet. Clicking the “Export” button opens the export filter where you can choose which data you want to export from the portal. Select the desired data and click the “Export selected data” button to start the export. The journey log is provided in signed PDF format and is tamper proof. All exports are provided in Excel format and are editable.

After a data export in the ConnectedVan web portal, the data is presented in Excel in just one column or row. What can I do so that the data is presented in multiple columns and rows?

The data is exported in CSV format. To display the exported data in several columns, the data must be formatted. In Microsoft Excel, select “Data” from the menu and then the “Text in columns” function and follow the instructions in the programme.

How does the refuelling log function in the portal work?

Under the tab “Driver”, in the “Refuelling” you can see all the refuelling procedures carried out by the driver or the vehicle. Fuel receipts scanned by the driver can also be viewed.

Why has a refuelling operation not been recognised?

A refuelling operation is only detected depending on the vehicle at a capacity 5-10 litres.

How can I delete my account?

Go to the ConnectedVan web portal, go to the tab “My data” and click the “Delete account” button (at the bottom). If you confirm rthis entry, your account will be deleted. You will be sent an email which you can use to reactivate your account within 10 days. If you do nothing, your account will be permanently deleted.

Smartphone & ConnectedVan app

Find answers to the most frequently asked questions about Volkswagen Smartphone & ConnectedVan app.

Why do I need to use the app?

Using the ConnectedVan app, vehicle and driver data is transferred to the ConnectedVan web portal. Therefore, the smartphone must have a mobile data connection. If the app is unable to connect to the internet, the data will be saved until the next time an internet connection is possible.

Is the GPS location determined by the DataPlug or by the smartphone?

The GPS location is determined via the smartphone provided that GPS is enabled in the smartphone's settings. The DataPlug itself has no GPS receiver.

What can I do if the ConnectedVan app crashes as soon as I try to log in?

If you have downloaded an update for the app, this can cause login problems. In this case, please uninstall the app from your smartphone and download it again from the App Store or the Google Play Store.

Where can I download the ConnectedVan app for my smartphone?

The app can now be downloaded from the Google Play Store and the iOS App Store.

The ConnectedVan app on the App Store

The ConnectedVan app for Android

Which smartphone operating system do I need to use the ConnectedVan app?

Android (from Version 4.2), e.g. on Samsung Note 4, Samsung S4/S5/S5 Mini, HTC One M8, Sony Xperia Z3/Z3 Compact
iOS from Version 8.0 (with iPhone 4S to 6S Plus)

Which smartphone operating system can I use with the ConnectedVan app?

ConnectedVan is compatible with a wide range of smartphones. The ConnectedVan app from Volkswagen Commercial Vehicles has been tested with the devices specified. Other smartphones may be technically compatible but not all of the features have been tested.

  • Samsung Note 4
  • Samsung S4/S5/S5 Mini
  • HTC One M8
  • Sony Xperia Z3/Z3 Compact
  • iPhone 4S, 5, 5C, 5S, 6, 6S, 6SE, 6S Plus
Which features does the ConnectedVan app offer?
  • Automatic journey log
  • Service information
  • Refuelling recording
  • Fuel consumption management
  • Management of vehicle status and alerts
Do I need to take my smartphone with me during the journey?

Yes, the data from the DataPlug can only be transferred to the portal when there is an active Bluetooth connection to your smartphone and an internet connection. If no internet connection is available, the data is saved locally in the app and transferred as soon as an internet connection is available. If you forget your smartphone, the subsequent entry will be generated at the time of the next connection. Vehicle-related data (such as warnings) will be lost.

Is data lost when the ConnectedVan app is removed from the smartphone?

No, provided that the data has already been transferred to the portal, this will be cached on the Volkswagen server.

Who do I contact if the ConnectedVan app does not work?

Please check whether an active internet connection is available and/or whether an app update is available to download in the Google Play Store/iOS App Store. If you have any questions, please contact your Volkswagen Commercial Vehicle dealership or use the freephone Volkswagen customer hotline (0800 7245059).

What happens if I exceed my data allowance with my mobile provider? Does this incur additional costs?

In basic settings, the ConnectedVan app remains fully usable. If the data transfer in the app settings is not set to “WLAN only”, the data will be sent with restricted data transfer. The cost of this depends on your mobile provider.

How do I connect my smartphone to a vehicle?
  1. Connect the DataPlug
  2. Turn the vehicle's ignition on
  3. The DataPLug's LED will flash briefly
  4. Enable your smartphone's Bluetooth function
  5. Select the DataPlug in the vehicle's Bluetooth settings
  6. Open the ConnectedVan app
  7. Select the DataPlug in the settings
  8. Enter the Bluetooth PIN (printed on the DataPlug packaging)
  9. The Bluetooth symbol in the app turns green when there is an active connection
  10. The vehicle will automatically be added to the vehicle fleet in the web portal
My smartphone does not show the DataPlug in the Bluetooth device search. What should I do?

The DataPlug only sends a Bluetooth signal when the vehicle ignition is on. After ignition, wait 2 minutes for the smartphone to connect via Bluetooth. If this time has passed, turn the ignition off and on again. If a connection cannot be established after further attempts, please contact your Volkswagen Commercial Vehicles dealership.

What is the DataPlug called in the Bluetooth search?

In the Bluetooth device search the DataPlug is always called “TOVFT” with six various numbers. If you no longer know the final digit of the DataPlug to be paired in the Bluetooth name, you can find this on both the DataPlug itself and on the packaging of the DataPlug directly below the Bluetooth PIN.

How secure is it to send my data over the mobile network?

The transfer of data uses the SSL protocol (Secure Socket Layer), it cannot be manipulated and is very secure.

After the first pairing of the ConnectedVan app with my vehicle, an incorrect mileage is displayed. What should I do?

There are two options:

  1. Usually the ConnectedVan app will prompt you to enter the current mileage of your vehicle at the time of the first pairing. If not, it may be that the memory of your smartphone browser is full. Please empty it via the settings of your smartphone (follow the manufacturer's instructions). Then pair the DataPlug with your smartphone again to complete the mileage request.
  2. Perform a DataPlug reset. See category “Volkswagen DataPlug” > “General questions” > “DataPlug reset”.

Please make sure that the correct mileage is displayed, otherwise incorrect data will be generated in the journey log in the app and the portal.

Volkswagen DataPlug

Find answers to the most frequently asked questions about the Volkswagen DataPlug.

What is a DataPlug?

The DataPlug is a Volkswagen-approved product specially designed for ConnectedVan. It is inserted into the vehicle's OBD2 interface, detects relevant vehicle data such as warnings and sends these to the driver's smartphone via Bluetooth.

What do I need the DataPlug for?

The DataPlug is used to read vehicle data and to connect the vehicle via Bluetooth with the driver's smartphone to enable the vehicle data to be transferred to the ConnectedVan web portal where it is made available to you or your fleet manager.

Where can I get the DataPlug?

The DataPlug can be bought in the accessory shop from your Volkswagen Commercial Vehicles dealership. Please ask about the “ConnectedVan DataPlug accessory”.

What is a DataPlug reset?

Using a DataPlug reset, the cached VIN (vehicle identification number) of the last vehicle used can be reset on the DataPlug.

When do I need to perform a DataPlug reset?

When a vehicle change occurs, the VIN of the last vehicle used can be cached on the DataPlug.
This procedure allows for a faster connection to the last connected vehicle. Under certain circumstances, this can however lead to new vehicles not being recognised in the ConnectedVan app and ConnectedVan portal. Using a DataPlug reset, you can reset the saved VIN. The DataPlug will transfer the correct VIN of the new vehicle to the app and the portal.

How do I perform a DataPlug reset?
  1. Remove the DataPlug from the OBD2 interface with the ignition switched off.
  2. Turn off the ignition and insert the DataPlug in the OBD2 interface again in order to perform the DataPlug reset.
What does installation of the DataPlug adapter cost?

The DataPlug can be purchased for €39.50 from your Volkswagen Commercial Vehicles dealership. The Data plug must only be plugged into the OBD2 interface in the driver's compartment of your vehicle. Your Volkswagen Commercial Vehicle dealership will be happy to advise you.

I can't find the OBD2 interface in my vehicle. What should I do?

In most Volkswagen commercial vehicles, the OBD2 interface can be found in the driver's compartment below the steering wheel. You may need to open a cover to reach this interface. If the plug does not fit behind the cover, you can contact your Volkswagen Commercial Vehicles dealership to acquire an adapter cable.

If you require help finding the interface, please contact your Volkswagen Commercial Vehicles dealership or the freephone Volkswagen customer hotline (0800 7245059).

How to a know if the app and the adapter have been paired?
  1. The adaptor must be inserted in the OBD2 interface.
  2. The ignition must be on.
  3. Bluetooth must be enabled on the smartphone (settings).
  4. The DataPlug must be selected in the smartphone's Bluetooth menu.
  5. The smartphone must be paired with the DataPlug following entry of the Bluetooth PIN on the smartphone.
  6. After a successful pairing, the connection will appear in the smartphone's Bluetooth menu.
  7. The ConnectedVan app can now be launched and used with the DataPlug. A green Bluetooth symbol will appear on the app's start screen (top right). This symbol is red if the pairing was not successful. Touch the symbol for direct access to the smartphone's Bluetooth settings.
Where can I find the 8-digit Bluetooth pin to pair the app with the DataPlug?

The Bluetooth pin can be found on the DataPlug (in the form of a sticker) and on the packaging. If the PIN is illegible, please contact your Volkswagen Commercail Vehicles dealership.

Can a smartphone always be paired with the DataPlug?

Many smartphones can be paired with the DataPlug. However, only one active connection can exist.

Who do I contact if the DataPlug adaptor does not work?

Please check whether the DataPlug is inserted in the OBD2 interface of your vehicle. Check whether the DataPlug or the OBD2 interface present any visible damage. If this is the case, please contact your Volkswagen Commercial Vehicles dealership.

What happens if I the DataPlug is not inserted for a journey I make?

Once the Data Plug is plugged back in, it recognises the difference in mileage and it will automatically generate a journey log entry in the system. The fleet manager can assign these journeys to each driver so that the journey log entry can be subsequently maintained.

Is the warranty protection of my vehicle forfeited in the DataPlug is used in my vehicle?

No, because if the DataPlug is used with a Volkswagen-approved adapter, the warranty protection of the vehicle when using the DataPlug in models of Volkswagen Commercial Vehicles will not be affected. Please note: Do not use a DataPlug not approved by Volkswagen, such as a third-party product, as this cancels the operating licence and the warranty protection.

Does the DataPlug also send data when the engine is not started but the ignition is on?

Yes, provided that the ignition is on, the DataPlug sends data to the smartphone. However, a trip is only recorded once the vehicle is in motion.

Is the GPS location determined by the DataPlug or by the smartphone?

The GPS location is determined via the smartphone provided that GPS is enabled in the smartphone's settings. The DataPlug itself has no GPS receiver.