FAQs

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Frequently asked questions.

Take a look at the answers to some frequently asked questions concerning Mercedes PRO and how to use it in your vehicle.

  1. (38)
  2. Activation (20)
  3. Communication Module for Digital Services (2)
  4. Mercedes PRO connect App (7)
  5. Vehicle Management Tool (4)
  6. Contract, rights and roles (2)
  7. eCell vehicles (3)
  1. What is the difference between Mercedes me and Mercedes PRO?

    Mercedes me is designed exclusively for private customers and their requirements. Mercedes PRO on the other hand, has been developed specifically for commercial van customers and their needs and requirements.

    Mercedes PRO is the brand from Mercedes-Benz Vans for digital services. It is designed to provide you with ways of making your day-to-day work with your Mercedes-Benz van simpler and more efficient, thanks to digital services.

  2. I already have a Mercedes me account. Can I use the same login details for Mercedes PRO?

    Yes, you can use your Mercedes me login details for Mercedes PRO. But you still need to create a Mercedes PRO account. Your Mercedes me data cannot be transferred for legal reasons.

  3. Which software do I need in order to use Mercedes PRO?

    As all platforms are web-based, no additional software is required. As the vehicle controller, you can use the Mercedes PRO Portal desktop solution including the Vehicle Management Tool and as the driver you can use the Mercedes PRO connect App, which you can download from the Google Play Store and Apple App Store.

  4. Which costs are invoiced in line with the use of Mercedes PRO?

    Mercedes PRO is free-of-charge. Only certain products are subject to a fee. These are billed either individually or as a bundle following on from a defined period. An overview of the prices for individual products and validity periods can be found in the dashboard in the "Products" section.

  5. Do I need Internet access with a smartphone in order to use Mercedes PRO?

    With a vehicle equipped with an integrated communication module, you do not require an Internet connection via a smartphone as the SIM card is permanently integrated in the vehicle. This means that Mercedes PRO connect can also be used without a smartphone. However, the Services specially designed to make the day-to-day work of drivers easier are linked to the Mercedes PRO connect App.

  6. Why do I have to enter my date of birth?

    The date of birth is required in order for individual dealerships to be able to carry out verification. The dealership must compare the data stored in the PRO Portal with the data in your personal identification documents.

  7. Is there company data which can no longer be changed after registration?

    All data except for the "country" can be changed. Changing the basic data of a company can lead to new generation of existing contracts.

  8. Is there user data which can no longer be changed after registration?

    All user data can be modified. However, the user data must always be valid and current, and must correspond to the data on the identity document.

  9. Where is the data stored which I have entered in my Mercedes PRO account?

    All account information from the Mercedes PRO Portal is physically stored at Mercedes-Benz AG in Stuttgart, Germany. The user's data and the company's data will be shared with other companies only where this is necessary to deliver the services ordered by the customer. Mercedes-Benz will not share any personal data for commercial purposes without the customer's explicit consent.

    Further information about data security is available here.

  10. What happens with my vehicle data after I have deleted a vehicle?

    Data is still available in the Vehicle Management tool as long as the corresponding service is still active for at least one vehicle. If there is no longer a service active for a vehicle, this data can no longer be accessed. If a vehicle was removed from Mercedes PRO connect or there is no longer a service active for a vehicle, data is no longer transmitted from the integrated communication module.

  11. The company administrator has left my company. How can I take over their role?

    It is not possible to take over roles from another user or to assign roles to your own user. The company administrator must assign the role to another user before leaving the company. A company administrator who has left the company should log in one last time and assign the role of "company administrator" to another user.

  12. Is it possible to invite users to my company account who do not have an e-mail address?

    Yes, that is possible. Users can also be invited using their mobile phone number. But as soon as the invitation is confirmed, they must add a valid e-mail address to their personal data. The use of a PRO account without an e-mail address is not possible.

  13. My company has several locations in one country. Is it possible to add multiple locations in my Mercedes PRO account?

    Presently, it is only possible to enter one address per company.

  14. Why do I need to enter a personal support password?

    If the need arises, a member of staff from the authorised Mercedes-Benz partner or the customer support hotline can access your company's account in your name once you have provided the personal support password. This can be seen only by the users themselves.

    The intention is to prevent unauthorised access to your company account. If you need help in the Mercedes PRO Portal that requires access to your account by an authorised Mercedes-Benz dealer or customer support, you should provide your support password when requested to do so. You can change your support password at any time.

  15. I wish to change my personal support password. How can I do that?

    1. Log in and open your personal data.
    2. You can simply enter a new support password without entering the old support password first (enter the support password according to the specifications: at least 6 characters, a maximum of 20 characters, no spaces)
    3. You must enter the support password twice in case of any typing errors and use the "Save" button.
  16. How can I delete my personal user account?

    It is not possible for a user to delete their personal account within a company account. Deletion must be carried out by a company administrator in the user management section of the Mercedes PRO Portal by clicking on the "waste bin" icon. The deleted user is informed by e-mail.

  17. How can I totally delete my company account?

    Only company administrators can delete a company account. Within "Company details" there is a "Delete company account" button. This makes it possible to delete the company account in several steps. Please note that, after deleting your Mercedes PRO account, you will no longer be able to access the Vehicle Management Tool, and all connectivity services will be deactivated immediately. Current contracts will be terminated after a period of 14 days.

  18. I have created two different Mercedes PRO accounts. How can I combine them?

    It is not possible to combine two accounts. You should delete all vehicles from one of your accounts and then add them to another account. Thereafter you can delete the no longer valid account with the delete button in the "Company data" section.

  19. Which functions of the Mercedes PRO Portal can I use despite not having been verified by a dealership? Are there any restrictions?

    Without verification by a dealership, you cannot invite further users to your account, nor can you conclude any purchases. You can however submit orders and add vehicles to your account, but you must have these verified by an authorised Mercedes-Benz Vans dealership.

    Step-by-step further information about setting up Mercedes PRO connect is availablehere.

  20. How can I verify my user account?

    Mercedes-Benz must make sure that Mercedes PRO is used only by those individuals who are actually responsible for a company's vehicle management. Therefore, Mercedes must compare the data of the company's authorised agent, which is stored in Mercedes PRO, with the data on an ID document. You must appear in person at an authorised Mercedes-Benz dealer and present a valid ID document. Your authorised Mercedes-Benz dealer can mark your Mercedes PRO user account as "verified".

    Step-by-step further information about setting up Mercedes PRO connect is availablehere.

  21. How do I begin using the Communication Module (LTE) for Digital Services?

    The Communication Module (LTE) for Digital Services is permanently installed in the vehicle and is activated by purchasing the services on the Mercedes PRO Portal (i.e. activation is triggered by purchasing the Services and assigning them to the vehicle).

  22. Can I use Mercedes PRO across borders?

    The communication module works across borders. Roaming fees are covered by Mercedes PRO. If, however, the telephone and the data tariff of your mobile device is activated, this is potentially not the case. Mercedes PRO is also not responsible for roaming fees incurred for these mobile data plans.

  23. Why do I need the Mercedes PRO connect App?

    With the Mercedes PRO connect App, you as the driver remain connected to your vehicle – at any time and anywhere quite simply with your smartphone. Depending on the booked Mercedes PRO connect product you can, for example, call up the vehicle status and check the charging process or the tyre pressure. You can also check whether the doors and windows are closed and, if necessary, lock or unlock your vehicle. Thus you have everything in view, even at a distance.

  24. What does the Mercedes PRO connect App cost?

    The Mercedes PRO connect App is available free-of-charge in the Apple App Store and in the Google Play Store.

  25. Do I need to connect the Mercedes PRO connect App with the Communication Module (LTE) for Digital Services?

    You do not need to connect the Mercedes PRO connect App with the Communication Module (LTE) for Digital Services. All the necessary data are available in the Vehicle Management Tool.

    The Mercedes PRO connect App automatically sends your data to the Vehicle Management Tool, which is synced with the Mercedes PRO Portal.

  26. Can I use the Communication Module (LTE) for Digital Services without a smartphone?

    With the Communication Module (LTE) for Digital Services, connectivity is by means of the integrated SIM card in the vehicle. This means that Mercedes PRO connect can also be used without a smartphone. However, the Services specially designed to make the day-to-day work of drivers easier are linked to the Mercedes PRO connect App.

  27. Is data from the Mercedes PRO connect App also transmitted during journeys abroad?

    Data is transmitted only when there is an active Internet connection. Please note that your mobile provider may apply roaming charges.

  28. What should I do if I've forgotten my password for the Mercedes PRO connect App?

    Click "New password?" on the login screen of the Mercedes PRO connect App. You are redirected to the "Reset password" page and can reset your password by entering your "e-mail address" and the "characters from an image". The corresponding e-mail is sent to your inbox.

  29. I already have the Mercedes me app from Mercedes, which I connect with my car or van. Can I use the Mercedes me app together with the Mercedes PRO connect App?

    No, you cannot use the Mercedes me app and the Mercedes PRO connect App together, because they are not interconnected. The Mercedes me app is not intended for commercial use with Mercedes PRO.

  30. How much does it cost to use the Vehicle Management Tool?

    The use of the Vehicle Management Tool in conjunction with Mercedes PRO is free-of-charge.

  31. Is the number of vehicles in the Vehicle Management Tool limited?

    No, the number of vehicles in the Vehicle Management Tool is not limited.

  32. I have purchased a new/used vehicle and in attempting to activate Mercedes PRO, I was issued an error message that the VIN number is already registered in another account. What can I do?

    Contact the vehicle's previous keeper where you purchased the vehicle and ask them to delete this vehicle from their account. The previous keeper/dealership is obliged in line with the contract which they have signed to delete the vehicle from their account following its sale. This is stated in Section 5 d) of the contract which they have signed. After the previous keeper/dealership has deleted the chassis number from their account, please try activating the vehicle in your Mercedes Pro account again.

    If you do not have the details of the previous owner, please contact your dealership. If you should continue to have problems adding the chassis number to your account, please contact your Mercedes-Benz service partner or the Customer Assistance Center at tel. no.: 00 800 3777 7777.

  33. What do I do if I've forgotten my password for the Vehicle Management Tool?

    In the login screen of the Vehicle Management Tool, click on "New password". You are automatically redirected to the "New password" page and can reset your password by entering your e-mail address.

  34. Am I obliged to accept all terms and conditions?

    No, you are not obliged to accept all regulations; however you must accept all of those which are relevant to the products and Services which you use. Support by the authorised partners, for example, is however only entirely possible if you have accepted all of the regulations in advance. The regulations only come into effect when you purchase the corresponding product and/or service.

  35. Who can I contact in the case of further questions?

    The telephone and e-mail support is provided around the clock via the Mercedes-Benz Customer Assistance Center. The Mercedes-Benz Customer Support Centre can be reached by calling: 00 800 3777 7777 or by writing to the following e-mail address: mproconnect.deu@cac.mercedes-benz.com.

  36. I have a question concerning my eCell vehicle.

    Should you have questions concerning your charging infrastructure, please contact your wallbox provider.
    (For example TMH; tel. no: +49 894 1614 3070, e-mail address: service@mobilityhouse.com)
    If you have purchased your wallbox via Mercedes-Benz, please contact your Mercedes-Benz Service Partner or the Customer Service: 00 800 9777 7777.

    Should you have any questions concerning your Services, please contact the Mercedes-Benz Customer Service: Tel. no: 00 800 3777 7777 or at e-mail address: mproconnect.deu@cac.mercedes-benz.com

  37. How can I successfully charge my eCell vehicle?

    Pre-requisites for successful charging are:

    • Sufficient time to completely charge the vehicle
    • The charging connector is correctly inserted, locked in place and connected to the charging infrastructure
    • The bonnet is closed
    • Vehicle is in transmission position "P"
    • Successful identification by using the RFID card at the charging station
  38. How can I successfully climatise my eCell vehicle before departure?

    Pre-requisites for successful use of pre-entry control:

    • Pre-entry climate control is activated and the required departure time determined
    • All windows and doors are closed
    • The bonnet is closed
    • Vehicle is in transmission position "P"
    • The charging connector is correctly inserted, locked in place and connected to the charging infrastructure (in the case of charging without a wallbox at home, climate control performance may be lower)
    • The preset temperature in the vehicle and the outside temperature must be different to one another (in the case of identical temperatures, no pre-entry climate control takes place)
    • Battery charge must be greater than 15 %
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