Volvo XC90, XC60, S90, S90 Twin Engine, V90, V90 Cross Country, XC60 Twin Engine, XC90 Twin Engine, 2019 Early User guide

Volvo XC90, XC60, S90, S90 Twin Engine, V90, V90 Cross Country, XC60 Twin Engine, XC90 Twin Engine, 2019 Early User guide
V O LV O O N CA LL
VOLVO ON CALL
This document describes the functionality of the Volvo On Call system.
An active subscription is required for the system to function.
Volvo works continuously to improve our product. Modifications can
mean that information, descriptions and illustrations in this supplement
differ from the equipment in your vehicle. We reserve the right to make
changes without prior notice.
TABLE OF CONTENTS
2
Volvo On Call
4
Getting started with Volvo On Call
5
Comfort and control with the Volvo
On Call app
5
Assistance with Volvo On Call
6
Automatic Crash Notification with
Volvo On Call
6
Emergency assistance with Volvo On Call
7
Help during a trip with Volvo On Call
7
Remote Door Unlock and Remote
Door Lock with Volvo On Call
8
Theft notification with Volvo On Call
9
Remote immobilizer with Volvo On Call
9
Customer service via Volvo On Call
10
Volvo On Call Availability
10
Volvo On Call abroad
11
Phone number to the Volvo On Call
customer service center
12
Volvo On Call PIN code
15
Change vehicle owner with Volvo On Call
15
Backup battery for Volvo On Call
16
Personal information and Volvo On Call
16
Volvo On Call
NOTE
Volvo On Call provides direct contact with the
vehicle and extra comfort and assistance 24
hours a day.
The functions are available via the Volvo On Call
app1 and the ON CALL and SOS button in the
vehicle's ceiling console:
The SOS button should only be used in case
of accident, illness or if there is an external
threat to the vehicle and its passengers. The
SOS function is only intended for emergency
situations.
The ON CALL button can be used for all
other services, including roadside assistance.
The Volvo On Call system
Volvo On Call is connected to the vehicle's safety
and alarm systems and to other systems in the
vehicle, such as lock and climate systems. The
vehicle has an integrated modem for communication with the Volvo On Call customer service center and the Volvo On Call app. The Global
Navigation Satellite System (GNSS) is used to
locate the vehicle.
It is possible to e.g. lock or unlock the vehicle or
check the fuel level directly from a phone or other
connected device via the Volvo On Call app. In
the event of an accident, emergency assistance
(ambulance, police, etc.) can be summoned to
the vehicle, and roadside assistance can be
called out in less critical situations, e.g. a flat tire.
1
4
App functions vary from market to market.
Customer service center
To contact the Volvo On Call customer service
center, press the ON CALL button or use the
Volvo On Call app. You can also call the Volvo On
Call service center by phone.
Related information
•
•
Getting started with Volvo On Call (p. 5)
Comfort and control with the Volvo On Call
app (p. 5)
•
•
•
•
Assistance with Volvo On Call (p. 6)
Personal information and Volvo On Call
(p. 16)
Volvo On Call Availability (p. 10)
Phone number to the Volvo On Call customer service center (p. 12)
Getting started with Volvo On Call
This article describes what is required to get
started with Volvo On Call.
Activating Volvo On Call
When the vehicle is picked up, the retailer will
activate the Volvo On Call system and the owner
will receive an automatically generated PIN code
for Volvo On Call. The PIN code is used for
security reasons to identify the owner of the vehicle (or another authorized person such as a family member) and works as a vehicle key.
Buying a pre-owned vehicle with Volvo
On Call
Comfort and control with the Volvo
On Call app
If you have purchased a pre-owned Volvo with
Volvo On Call, it is important to delete the data
from the previous owner and add you own details
for the service to work. Visit a Volvo retailer for
assistance.
Volvo On Call users always have direct contact
with their vehicle via the Volvo On Call app.
These functions can provide information such as
if a light bulb needs to be changed or if oil or
coolant needs to be filled. You can lock and
unlock the vehicle, check the fuel level and find
your nearest service station. Preconditioning2 via
the vehicle's parking climate can also be set.
Related information
•
•
Volvo On Call PIN code (p. 15)
Volvo On Call subscription
•
The vehicle must have a valid Volvo On Call subscription.
Phone number to the Volvo On Call customer service center (p. 12)
•
Comfort and control with the Volvo On Call
app (p. 5)
A free subscription is initiated when the vehicle is
purchased and the system is activated. This subscription is valid for a limited time, but can be
extended. Contact your Volvo retailer for more
information.
Change vehicle owner with Volvo On Call
(p. 15)
The Volvo On Call app is continuously updated.
See support.volvocars.com for current information
on available functions for specific vehicle models.
The Volvo On Call app is available for iOS,
Android and Windows Mobile. Download it free of
charge from the Apple Appstore, Google Play or
Windows Phone Store.
Related information
•
•
Volvo On Call (p. 4)
•
•
Getting started with Volvo On Call (p. 5)
NOTE
Automatic Crash Notification and the SOS
button function even without a subscription.
Remote Door Unlock and Remote Door Lock
with Volvo On Call (p. 8)
Assistance with Volvo On Call (p. 6)
Volvo ID and connecting the Volvo On
Call app to the vehicle
A Volvo ID is required to use Volvo On Call. After
creating a Volvo ID, the Volvo On Call app must
be connected to the vehicle.
5
Assistance with Volvo On Call
Volvo On Call can provide extra security and
assistance in the event of a flat tire, breakdown,
accident, etc.
Volvo On Call not only offers extra comfort and
control via the app, but also a number of assistance services via the SOS and ON CALL button
in the ceiling, such as emergency assistance in
the event of an accident, theft notification, help
during a trip and remote unlock.
Related information
•
Automatic Crash Notification with Volvo On
Call (p. 6)
•
Emergency assistance with Volvo On Call
(p. 7)
•
Help during a trip with Volvo On Call
(p. 7)
•
Remote Door Unlock and Remote Door Lock
with Volvo On Call (p. 8)
•
•
Theft notification with Volvo On Call (p. 9)
•
Comfort and control with the Volvo On Call
app (p. 5)
•
Phone number to the Volvo On Call customer service center (p. 12)
2
6
Remote immobilizer with Volvo On Call
(p. 9)
Automatic Crash Notification with
Volvo On Call
In the event of a collision, the vehicle can automatically notify the Volvo On Call customer service center, or the nearest emergency service
center, which can then summon emergency
assistance.
Volvo On Call Customer service center
If the vehicle's safety system is triggered, e.g. in
an accident in which the activation level is
reached for the belt tensioners or airbags, a signal will be automatically sent to the Volvo On Call
customer service center. The following will occur:
1.
A message, including the vehicle's location,
is automatically sent from the vehicle to the
Volvo On Call customer service center.
2.
The Volvo On Call customer service center
will then attempt to establish voice contact
with the driver to determine the extent of the
accident and the need for assistance.
3.
The Volvo On Call customer service center
will then contact the appropriate emergency
service (police, ambulance, tow truck, etc.).
If voice contact cannot be established, the Volvo
On Call customer service center will contact
emergency services for appropriate action.
Vehicles without a parking heater can only have ventilation, not passenger compartment heating.
Emergency number
When the collision alarm has been activated, the
system will attempt to establish contact with the
country's Volvo On Call customer service center.
If this is not possible, the call will go directly to
the emergency phone number for the country/
region in which the vehicle is currently located.
Related information
•
•
Volvo On Call (p. 4)
•
Help during a trip with Volvo On Call
(p. 7)
•
Remote Door Unlock and Remote Door Lock
with Volvo On Call (p. 8)
•
•
•
Emergency assistance with Volvo On Call
(p. 7)
Theft notification with Volvo On Call (p. 9)
Remote immobilizer with Volvo On Call
(p. 9)
Volvo On Call abroad (p. 11)
Emergency assistance with Volvo
On Call
Related information
Volvo On Call (p. 4)
In the event of an emergency, press the SOS
button to contact the Volvo On Call customer
service center, or the nearest emergency service
center.
•
•
•
Help during a trip with Volvo On Call
(p. 7)
Volvo On Call Customer service center
•
Remote Door Unlock and Remote Door Lock
with Volvo On Call (p. 8)
•
•
Theft notification with Volvo On Call (p. 9)
•
Volvo On Call abroad (p. 11)
To call for help in case of illness or an external
threat to the vehicle or passengers, the Volvo On
Call service center can be alerted manually by
pressing and holding the SOS button for at least
2 seconds. The Volvo On Call service center is
notified, determines the vehicle's position, and
tries to establish verbal contract with the driver to
find out what type of help is needed.
Automatic Crash Notification with Volvo On
Call (p. 6)
Help during a trip with Volvo On Call
If you e.g. get a flat tire, run out of gas or have a
dead battery, you can summon assistance using
the ON CALL button or the Volvo On Call app.
Press and hold the ON CALL button in the ceiling for at least 2 seconds to establish voice contact with the Volvo On Call customer service center. The operator will consult with the driver to
determine what type of emergency assistance is
needed.
Remote immobilizer with Volvo On Call
(p. 9)
NOTE
The SOS button should only be used in case
of accident, illness or if there is an external
threat to the vehicle and its passengers. The
SOS function is only intended for emergency
situations.
If voice contact cannot be established, the Volvo
On Call customer service center will contact the
required emergency service (police, ambulance,
tow truck, etc.).
Emergency number
When the collision alarm has been activated, the
system will attempt to establish contact with the
country's Volvo On Call customer service center.
If this is not possible, the call will go directly to
the emergency phone number for the country/
region in which the vehicle is currently located.
The ON CALL button can be used for all
other services, including roadside assistance.
Related information
•
•
Volvo On Call (p. 4)
•
Emergency assistance with Volvo On Call
(p. 7)
•
Remote Door Unlock and Remote Door Lock
with Volvo On Call (p. 8)
•
Theft notification with Volvo On Call (p. 9)
Automatic Crash Notification with Volvo On
Call (p. 6)
}}
7
•
Remote immobilizer with Volvo On Call
(p. 9)
Remote Door Unlock and Remote
Door Lock with Volvo On Call
•
Volvo On Call abroad (p. 11)
The vehicle can be remotely unlocked via the
Volvo On Call customer service center. It can
also be locked and unlocked using the Volvo
On Call app.
3.
NOTE
If the rubberized pressure plate on the trunk
lid/tailgate is not pressed within the time set
by the Volvo On Call customer service center,
the vehicle will be relocked.
Remote unlock via the Volvo On Call
customer service center
If the vehicle's remote key has been lost or
locked in the vehicle, the doors can be unlocked
remotely within 5 days with assistance from the
Volvo On Call customer service center after the
owner's identity has been verified by his/her PIN
code. Upon agreement with the owner, the Volvo
On Call customer service center can then
remotely unlock the vehicle.
1.
2.
8
Contact the Volvo On Call customer service
center using the Volvo On Call app (or call by
phone).
After confirming that the caller requesting
the remote unlock is the vehicle owner or
another authorized person by verifying the
PIN code, the Volvo On Call customer service
center will send a signal to unlock the vehicle.
Press lightly on the rubberized pressure plate
on the underside of the trunk lid/tailgate
handle to unlock the vehicle.
> All doors can now be opened normally.
NOTE
If the vehicle is in a parking garage or similar
enclosed area, the remote unlock function
may be limited due to poor signal reception.
Locking/unlocking using the app
The status of all doors and windows will be displayed. The driver can remotely lock and unlock
the vehicle for up to five days after the vehicle
has been locked. For security reasons, your Volvo
ID password is required to unlock your vehicle
using the Volvo On Call app.
Related information
•
Comfort and control with the Volvo On Call
app (p. 5)
•
Phone number to the Volvo On Call customer service center (p. 12)
•
Automatic Crash Notification with Volvo On
Call (p. 6)
•
Emergency assistance with Volvo On Call
(p. 7)
•
•
•
Help during a trip with Volvo On Call (p. 7)
Theft notification with Volvo On Call (p. 9)
Remote immobilizer with Volvo On Call
(p. 9)
Theft notification with Volvo On Call
When the vehicle's alarm is activated, the vehicle
owner will receive a push notice from the Volvo
On Call app and a message to the phone number registered with the retailer.
If the alarm is not switched off within a short
period of time, an operator at the Volvo On Call
customer service center will be automatically
notified. The operator will attempt to contact the
vehicle owner by phone. If it turns out that the
vehicle is being used by an unauthorized person,
tracking can be started.
Remote immobilizer with Volvo On
Call
If the vehicle is stolen, an immobilizer can be
activated remotely.
If the vehicle has been stolen, the owner can
contact the Volvo On Call customer service center (by phone or via the Volvo On Call app) or
the authorities.
NOTE
This applies even if the vehicle has been
opened and stolen using the associated
remote key.
If the alarm is turned off using the remote key,
the service will be interrupted.
Related information
•
Comfort and control with the Volvo On Call
app (p. 5)
•
Phone number to the Volvo On Call customer service center (p. 12)
•
Automatic Crash Notification with Volvo On
Call (p. 6)
•
Emergency assistance with Volvo On Call
(p. 7)
•
•
Help during a trip with Volvo On Call (p. 7)
•
Remote immobilizer with Volvo On Call
(p. 9)
Remote Door Unlock and Remote Door Lock
with Volvo On Call (p. 8)
After consulting with the authorities, the Volvo On
Call customer service center can deactivate the
remote keys to prevent the vehicle from being
started. A deactivated vehicle can only be started
by contacting the Volvo On Call customer service
center and after authorization has been verified
using your PIN code. The Volvo On Call customer
service center will then reactivate the remote
keys.
Related information
•
Phone number to the Volvo On Call customer service center (p. 12)
•
Automatic Crash Notification with Volvo On
Call (p. 6)
•
Emergency assistance with Volvo On Call
(p. 7)
}}
9
•
•
Help during a trip with Volvo On Call (p. 7)
Customer service via Volvo On Call
Volvo On Call Availability
Remote Door Unlock and Remote Door Lock
with Volvo On Call (p. 8)
•
Theft notification with Volvo On Call (p. 9)
Press the ON CALL button for answers on general customer questions.
The ON CALL button can be used to contact the
Volvo On Call customer service center for questions concerning vehicle usage. Operators are
available for assistance 24 hours a day.
The Volvo On Call system's functions are available for a certain period of time after the remote
key has been removed from the vehicle.
When the remote key is removed from the vehicle, the functions will remain available for
5 full days and then once an hour for the next 17
full days. After 22 full days from the time the
remote key was removed, the system will switch
off and remain off until the engine is started3.
Related information
•
Automatic Crash Notification with Volvo On
Call (p. 6)
•
Emergency assistance with Volvo On Call
(p. 7)
•
•
Help during a trip with Volvo On Call (p. 7)
•
•
Theft notification with Volvo On Call (p. 9)
WARNING
The system only functions in areas where the
vehicle has adequate cellular coverage and on
markets where the service is available.
Remote Door Unlock and Remote Door Lock
with Volvo On Call (p. 8)
Just as with cellular phones, atmospheric disturbances or areas with fewer transmitters,
e.g. sparsely populated rural areas, can make
connection impossible.
Remote immobilizer with Volvo On Call (p. 9)
Related information
•
•
•
3
10
The availability of the function may vary.
Volvo On Call (p. 4)
Backup battery for Volvo On Call (p. 16)
Volvo On Call abroad (p. 11)
Volvo On Call abroad
Volvo On Call services may vary when driving in
other countries.
When you push the SOS button, you will always
be connected to the Volvo On Call customer
service center for the market in which the vehicle
is currently located. If there is no Volvo On Call
customer service center, the nearest emergency
service center will be contacted.
When you press the ON CALL button, you will
always be connected to your home country's
Volvo On Call customer service center.
However, Volvo On Call services will not be available in countries without roaming agreements.
For more information, please contact a Volvo
retailer.
Related information
•
Volvo On Call (p. 4)
11
Phone number to the Volvo On Call
customer service center
12
Country
Calling from within the country
Calling from another country
Albania
+385 16269840
+385 16269840
Belgium
02 773 62 22
+32 2 773 62 22
Bosnia/Herzegovina
+385 16269840
+385 16269840
Bulgaria
+359 291146
+359 291146
Cyprus
+35777772433
+35777772433
Denmark
070 21 50 53
+45 70 21 50 53
Estonia
8007777
+372 6022365
Finland
09 374 77 310
+358 9 374 77 310
France
0810 800 454
+33 1 49 93 72 79
Greece
+ 30 210 9988 199
+ 30 210 9988 199
Iceland
+3545157000
+3545157000
Israel
+972773601417
+972773601417
Italy
02 26629 271
+39 02 26629 271
Canada
855 399 4691
+1 855 399 4691
Kosovo
+385 16269840
+385 16269840
Croatia
+385 16269840
+385 16269840
Latvia
800 07077
+371 66100821
Country
Calling from within the country
Calling from another country
Lithuania
8 800 10018
+370 52165010
Luxembourg (customer service center located in Belgium)
+32 2 773 62 22
+32 2 773 62 22
Macedonia
+385 16269840
+385 16269840
Malta
+35625592564
+35625592564
Moldavia
+373 22578913
+373 22578913
Montenegro
+38516269840
+38516269840
Netherlands
020 851 2278
+31 20 851 2278
Norway
800 30 060
+47 22 32 39 50
Poland
+48 22 537 43 43
+48 22 537 43 43
Portugal
800 206 670
+35 1 21 94 29 107
Romania
313200200
+36 14584447
Russia
+7 495 212 24 68
+7 495 212 24 68
Switzerland
044 283 35 70
+41 44 283 35 70
Serbia
+385 16269840
+385 16269840
Slovakia
+42 1258252186
+42 1258252186
Slovenia
+385 16269840
+385 16269840
Spain
091 325 5509
+34 91 325 5509
United Kingdom
0800 587 9848
+44 20 860 39 848
Sweden
020 55 55 66
+46 31 51 83 35
}}
13
||
Country
Calling from within the country
Calling from another country
Czech Republic
+420800050296
+420296787297
Turkey
444 4 858
+90 212 356 13 17
Germany
089 20 80 1 87 47
+49 89 20 80 1 87 47
Belarus
+7 495 212 24 68
+7 495 212 24 68
Ukraine
0800 303555
+380 444950078
Hungary
06-80-200-269
+36-1-345-1775
USA
855 399 4691
+1 855 399 4691
Austria
+43 1 525 03 6244
+43 1 525 03 6244
Related information
•
•
14
Volvo On Call (p. 4)
Volvo On Call Availability (p. 10)
Volvo On Call PIN code
The PIN code is used for security reasons to
verify that a person is authorized to use Volvo
On Call services in a particular vehicle.
The four-digit PIN code, which is sent to the vehicle owner when the retailer activated the subscription, is used for security purposes to identify
persons authorized to use certain Volvo On Call
services such as remote door unlock via the
Volvo On Call customer service center4 or to create an account for the Volvo On Callapp.
If you have forgotten or want to change
your PIN code
If the PIN code has been forgotten or needs to
be changed (e.g. when buying a used car with
Volvo On Call) contact
•
•
a dealer or
Volvo On Call service center4 via the ON
CALL button, Volvo On Call app or a normal
phone call.
The new code is sent to the car owner.
If an incorrect PIN code has been
entered in the app multiple times
If an incorrect PIN code has been entered incorrectly 10 times in a row, the account will be
locked. To use the app again, a new PIN code
must be selected and a new app account created
4
Does not apply to type B Volvo On Call markets.
following the same process used to create the
previous app account.
Change vehicle owner with Volvo
On Call
Related information
If the vehicle changes owners, it is important to
cancel the Volvo On Call service.
•
•
•
Volvo On Call (p. 4)
Getting started with Volvo On Call (p. 5)
Canceling the Volvo On Call service
Remote Door Unlock and Remote Door Lock
with Volvo On Call (p. 8)
If the vehicle changes owners, contact your Volvo
retailer to cancel the service. The retailer will cancel the subscription and erase the service history.
The service can also be canceled using the Volvo
On Call app.
•
Comfort and control with the Volvo On Call
app (p. 5)
•
Change vehicle owner with Volvo On Call
(p. 15)
If the vehicle changes owners, it is important to
reset all personal settings and user data in the
vehicle to the original factory defaults. This is
done via the Settings menu in the center display.
Starting the Volvo On Call service
If you purchase a previously owned vehicle with
Volvo On Call:
The new owner should contact his/her Volvo
retailer to transfer the remaining time on the subscription to the new owner. All contact details
must be updated for Volvo On Call to function
and to ensure the previous owner is no longer
authorized to use Volvo On Call services in the
vehicle. The new owner will be given a personal
four-digit PIN code, which is required to identify
the owner (or another authorized person) and
verify authorized access to certain services.
}}
15
||
Related information
•
Comfort and control with the Volvo On Call
app (p. 5)
•
•
Volvo On Call PIN code (p. 15)
Phone number to the Volvo On Call customer service center (p. 12)
Backup battery for Volvo On Call
If the vehicle has no electrical current, the main
battery is replaced with the Volvo On Call
backup battery.
The backup battery has a limited lifespan. When
the battery requires servicing or replacement, a
message (Volvo On Call Service required) is
shown in the instrument panel.
If the message persists, contact an authorized
Volvo workshop.
Related information
•
Volvo On Call (p. 4)
Personal information and Volvo On
Call
Personal information is gathered for use with the
Volvo On Call service.
Volvo's sales companies (see the following table),
and Volvo Car Corporation, are responsible for
the personal information gathered in connection
with the service. Volvo's sales companies are
responsible for processing and storing Volvo On
Call-related information. This information is treated according to legislation and regulations pertaining to data of this type.
Country
Sales company
USA
Volvo Car USA, LLC
Canada
Volvo Car Canada Ltd.
Why information is gathered
Personal information is used by Volvo and its
partners to provide and develop the Volvo On Call
service.
What types of personal data are
processed?
The primary types of personal information gathered for Volvo On Call-related purposes are:
•
16
Personal information that the customer provides in connection with the activation of
Volvo On Call and during other contact with
Volvo, including name, address, phone num-
ber, type of service and the duration of the
service.
•
•
When information about a specific Volvo On
Call-related event is automatically transmitted from the vehicle. A message of this type
contains: the vehicle identification number
(VIN), time when the service is used, type of
service, if airbags have been triggered, if the
seat belt tensioners have been triggered,
current fuel level, current temperature inside
and outside the vehicle, whether the doors
are locked and windows are closed and the
vehicle's last six locations, including speed
and direction.
Other information associated with the
owner/driver, such as telephone calls with
people in the vehicle, the customer service
center that provided the service and notes
made by the customer service operator.
Access to my personal information
Volvo uses subcontractors in order to provide the
service. These subcontractors work on behalf of
Volvo and may only process personal data to the
extent required in order to provide the service. All
sub-contractors are bound by agreements requiring them to observe strict confidentiality and to
treat personal details in accordance with applicable legislation.
Deleting personal information
period and thereafter for as long as necessary in
order for Volvo to fulfill its obligations according
to legislation and other regulations. Information
generated during events covered by the Volvo On
Call service is deleted three months after an
event has occurred.
Consent to gather personal information
Corrections and register extracts
•
Private persons have the right to request corrections of incorrect information and to obtain an
extract showing the personal information that has
been processed. Requests for extracts from the
register must be submitted in writing and signed
by the applicant and include name, address and
customer number. The request should be sent to:
By activating a Volvo On Call subscription in
accordance with the instructions in this document, the user agrees to the collection of Volvo
On Call-related personal information.
Related information
Volvo On Call (p. 4)
Volvo Car USA, LLC
Customer Care Center
1 Volvo Drive,
P.O. Box 914
Rockleigh, New Jersey 07647
Phone: 1-800-458-1552
Volvo Car Canada Ltd.
Customer Care Centre
9130 Leslie Street, Suite 101
Richmond Hill, Ontario L4B 0B9
Phone: 1-800-663-8255
The personal details required to provide the Volvo
On Call service are stored during the subscription
17
TP 25411 (English – USA & Canada), AT 1746, MY18, Copyright © 2000-2017 Volvo Car Corporation
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