VOLVO ON CALL - volvornt.harte-hanks.com · Volvo On Call is connected to the vehicle's safety and...

VOLVO ON CALL

VOLVO ON CALL

This document describes the functionality of the Volvo On Call system.

Volvo works continuously to improve our product. Modifications canmean that information, descriptions and illustrations in this supplement

differ from the equipment in your vehicle. We reserve the right to makechanges without prior notice.

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VOLVO ON CALL

Volvo On Call 4

Getting started with Volvo On Call 5

Comfort and control with the VolvoOn Call app

5

Assistance with Volvo On Call 6

Automatic Crash Notification withVolvo On Call

6

Emergency assistance with Volvo On Call 7

Help during a trip with Volvo On Call 7

Remote Door Unlock and RemoteDoor 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 Callcustomer service center

12

Volvo On Call PIN code 15

Buying or selling a vehicle with VolvoOn Call

15

Backup battery for Volvo On Call 16

Personal information and Volvo On Call 16

TABLE OF CONTENTS

VOLVO ON CALL

VOLVO ON CALL

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Volvo On Call

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 Callapp1 and the ON CALL and SOS button in thevehicle's ceiling console:

It is possible to e.g. lock or unlock the vehicle orcheck the fuel level directly from a phone or otherconnected device via the Volvo On Call app. Inthe event of an accident, emergency assistance(ambulance, police, etc.) can be summoned tothe vehicle, and roadside assistance can becalled out in less critical situations, e.g. a flat tire.

NOTE

The SOS button should only be used in caseof accident, illness or if there is an externalthreat to the vehicle and its passengers. TheSOS function is only intended for emergencysituations.

The Volvo On Call app and ON CALL buttoncan be used for all other services, includingroadside assistance.

The Volvo On Call systemVolvo On Call is connected to the vehicle's safetyand alarm systems and to other systems in thevehicle, such as lock and climate systems. Thevehicle has an integrated modem for communica-tion with the Volvo On Call customer service cen-ter and the Volvo On Call app. The GlobalNavigation Satellite System (GNSS) is used tolocate the vehicle.

Contacting the customer service centerTo contact the Volvo On Call customer servicecenter, press the ON CALL button or use theVolvo On Call app. You can also call the Volvo OnCall service center by phone.

Related information

• Getting started with Volvo On Call (p. 5)

• Comfort and control with the Volvo On Callapp (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 cus-tomer service center (p. 12)

1 App functions vary from market to market.

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Getting started with Volvo On Call

This article describes what is required to get

started with Volvo On Call.

Activating Volvo On CallWhen the vehicle is picked up, the retailer willactivate the Volvo On Call system and the ownerwill receive an automatically generated PIN codefor Volvo On Call. The PIN code is used forsecurity reasons to identify the owner of the vehi-cle (or another authorized person such as a fam-ily member) and works as a vehicle key.

Volvo On Call subscriptionThe vehicle must have a valid Volvo On Call sub-scription.

A free subscription is initiated when the vehicle ispurchased and the system is activated. This sub-scription is valid for a limited time, but can beextended. Contact your Volvo retailer for moreinformation.

NOTE

Automatic Crash Notification and the SOS

button function even without a subscription.

Volvo ID and connecting the Volvo On

Call app to the vehicleA Volvo ID is required to use Volvo On Call. Aftercreating a Volvo ID, the Volvo On Call app mustbe connected to the vehicle.

Buying a pre-owned vehicle with Volvo

On CallIf you have purchased a pre-owned Volvo withVolvo On Call, it is important to delete the datafrom the previous owner and add you own detailsfor the service to work. Visit a Volvo retailer forassistance.

Related information

• Volvo On Call PIN code (p. 15)

• Buying or selling a vehicle with Volvo On Call(p. 15)



Comfort and control with the VolvoOn Call app

Volvo On Call users always have direct contact

with their vehicle via the Volvo On Call app.

These functions can provide information such asif a light bulb needs to be changed or if coolantneeds to be filled. You can lock and unlock thevehicle, check the fuel level and find your nearestservice station. Preconditioning can also be setand started via the vehicle's parking climate orthe Engine Remote Start (ERS2) function.

The Volvo On Call app is continuously updated.See support.volvocars.com for current informationon available functions for specific vehicle models.

The Volvo On Call app is available for iOS,Android and Windows Mobile. Download it free ofcharge from the Apple Appstore, Google Play orWindows Phone Store.

Related information

• Volvo On Call (p. 4)

• Remote Door Unlock and Remote Door Lockwith Volvo On Call (p. 8)


• Assistance with Volvo On Call (p. 6)

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http://support.volvocars.com

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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 andcontrol via the app, but also a number of assis-tance services via the SOS and ON CALL buttonin the ceiling, such as emergency assistance inthe event of an accident, theft notification, helpduring a trip and remote unlock.

Related information

• Automatic Crash Notification with Volvo OnCall (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)



Automatic Crash Notification withVolvo On Call

In the event of a collision, the vehicle can auto-

matically notify the Volvo On Call customer serv-

ice center, or the nearest emergency service

center, which can then summon emergency

assistance.

Volvo On Call Customer service centerIf the vehicle's safety system is triggered, e.g. inan accident in which the activation level isreached for the seat belt tensioners or airbags, asignal will be automatically sent to the Volvo OnCall customer service center. The following willoccur:

1. A message containing information, includingthe vehicle's location, is automatically sentfrom the vehicle to the Volvo On Call cus-tomer service center.

2. The Volvo On Call customer service centerwill then attempt to establish voice contactwith the driver to determine the extent of theaccident and the need for assistance.

3. The Volvo On Call customer service centerwill then contact the appropriate emergencyservice (police, ambulance, tow truck, etc.).

If voice contact cannot be established, the VolvoOn Call customer service center will contactemergency services for appropriate action.

Emergency numberWhen the collision alarm has been activated, thesystem will attempt to establish contact with thecountry's Volvo On Call customer service center.If this is not possible, the call will go directly tothe emergency phone number for the country/region in which the vehicle is currently located.

Related information







• Volvo On Call abroad (p. 11)

2 Engine Remote Start is available on certain markets and models.

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Emergency assistance with VolvoOn Call

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.

Volvo On Call Customer service centerTo call for help in case of illness or an externalthreat to the vehicle or passengers, the Volvo OnCall service center can be alerted manually bypressing and holding the SOS button for at least2 seconds. The Volvo On Call service center isnotified, determines the vehicle's position, andtries to establish verbal contract with the driver tofind out what type of help is needed.

If voice contact cannot be established, the VolvoOn Call customer service center will contact therequired emergency service (police, ambulance,tow truck, etc.).

Emergency numberWhen the collision alarm has been activated, thesystem will attempt to establish contact with thecountry's Volvo On Call customer service center.If this is not possible, the call will go directly tothe emergency phone number for the country/region in which the vehicle is currently located.

Related information








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.

Hold the ON CALL button in the ceilingdepressed for at least 2 seconds to establishvoice contact with the Volvo On Call customerservice center. They will consult with you todetermine what type of assistance is needed.

NOTE

The SOS button should only be used in caseof accident, illness or if there is an externalthreat to the vehicle and its passengers. TheSOS function is only intended for emergencysituations.

The Volvo On Call app and ON CALL buttoncan be used for all other services, includingroadside assistance.

Related information






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Remote Door Unlock and RemoteDoor Lock with Volvo On Call

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.

Remote unlock via the Volvo On Call

customer service centerIf the vehicle's remote key has been lost orlocked in the vehicle, the doors can be unlockedremotely within 5 days with assistance from theVolvo On Call customer service center after theowner's identity has been verified by his/her PINcode. Upon agreement with the owner, the VolvoOn Call customer service center can thenremotely unlock the vehicle.

1. Contact the Volvo On Call customer servicecenter using the Volvo On Call app (or call byphone).

2. After confirming that the caller requestingthe remote unlock is the vehicle owner oranother authorized person by verifying thePIN code, the Volvo On Call customer servicecenter will send a signal to unlock the vehi-cle.

3. Press lightly on the rubberized pressure plateon the underside of the trunk lid/tailgatehandle to unlock the vehicle.

> All doors can now be opened normally.

NOTE

If the rubberized pressure plate on the trunklid/tailgate is not pressed within the time setby the Volvo On Call customer service center,the vehicle will be relocked.

NOTE

If the vehicle is in a parking garage or similarenclosed area, the remote unlock functionmay be limited due to poor signal reception.

Locking/unlocking using the appThe status of all doors and windows will be dis-played. The driver can remotely lock and unlockthe vehicle for up to five days after the vehiclehas been locked. For security reasons, your VolvoID password is required to unlock your vehicleusing the Volvo On Call app.

Related information



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• Help during a trip with Volvo On Call (p. 7)



Theft notification with Volvo On Call

When the vehicle's alarm is armed, the vehicle

owner will receive a message to the phone num-

ber registered with the retailer and then a push

notice to the Volvo On Call app.

If the alarm is not switched off within a shortperiod of time, an operator at the Volvo On Callcustomer service center will be automaticallynotified. The operator will attempt to contact thevehicle owner by phone. If it turns out that thevehicle is being used by an unauthorized person,tracking can be started.

If the alarm is turned off using the remote key,the service will be interrupted.

Related information








Remote immobilizer with Volvo OnCall

If the vehicle is stolen, an immobilizer can be

activated remotely.

If the vehicle has been stolen, the owner cancontact the Volvo On Call customer service cen-ter (by phone or via the Volvo On Call app) or theauthorities.

NOTE

This applies even if the vehicle has beenopened and stolen using the associatedremote key.

After consulting with the authorities, the Volvo OnCall customer service center can deactivate theremote keys to prevent the vehicle from beingstarted. A deactivated vehicle can only be startedby contacting the Volvo On Call customer servicecenter and after authorization has been verifiedusing your PIN code. The Volvo On Call customerservice center will then reactivate the remotekeys.

Related information



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Customer service via Volvo On Call

Press the ON CALL button for answers on gen-

eral customer questions.

The ON CALL button can be used to contact theVolvo On Call customer service center for ques-tions concerning vehicle usage. Operators areavailable for assistance 24 hours a day.

Related information






• Remote immobilizer with Volvo On Call (p. 9)

Volvo On Call availability

The Volvo On Call system's functions are availa-

ble for a certain period of time after the remote

key has been removed from the vehicle.

When the remote key is removed from the vehi-cle, the functions will remain available for5 full days and then once an hour for the next 17full days. After 22 full days from the time theremote key was removed, the system will switchoff and remain off until the engine is started3.

WARNING

The system only functions in areas where thevehicle has adequate cellular coverage and onmarkets where the service is available.

Just as with cellular phones, atmospheric dis-turbances or areas with fewer transmitters,e.g. sparsely populated rural areas, can makeconnection impossible.

Related information


• Backup battery for Volvo On Call (p. 16)


3 The availability of the function may vary.

VOLVO ON CALL

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Volvo On Call abroad

Volvo On Call services may vary when driving in

other countries.

When you push the SOS button, you will alwaysbe connected to the Volvo On Call customerservice center for the market in which the vehicleis currently located. If there is no Volvo On Callcustomer service center, the nearest emergencyservice center will be contacted.

When you press the ON CALL button, you willalways be connected to your home country'sVolvo On Call customer service center.

However, Volvo On Call services will not be avail-able in countries without roaming agreements.

For more information, please contact a Volvoretailer.

Related information


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Phone number to the Volvo On Callcustomer service center

Country Calling from within the country Calling from another country

Albania +385 162 698 40 +385 162 698 40

Belgium 02 773 62 22 +32 2 773 62 22

Bosnia/Herzegovina +385 162 698 40 +385 162 698 40

Brazil 0800 70 775 90 Not applicable

Bulgaria +359 291 146 +359 291 146

Cyprus +357 777 724 33 +357 777 724 33

Denmark 070 21 50 53 +45 702 150 53

Estonia 80 07 777 +372 602 23 65

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

Ireland +44 20 860 39 848 +44 20 860 39 848

Iceland +354 515 70 00 +354 515 70 00

Israel +972 773 601 417 +972 773 601 417

Italy 02 266 29 271 +39 02 266 29 271

Canada 855 399 4691 +1 855 399 4691

Kazakhstan +7 495 212 24 68 +7 495 212 24 68

VOLVO ON CALL

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China 400 606 1635 +86 40 606 1635

Kosovo +385 162 698 40 +385 162 698 40

Croatia +385 162 698 40 +385 162 698 40

Latvia 800 070 77 +371 661 008 21

Lithuania 8 800 100 18 +370 521 650 10

Luxembourg (customer service center located in Belgium) +32 2 773 62 22 +32 2 773 62 22

Macedonia +385 162 698 40 +385 162 698 40

Malta +356 255 925 64 +356 255 925 64

Moldavia +373 225 789 13 +373 225 789 13

Montenegro +385 162 698 40 +385 162 698 40

Netherlands 020 851 22 78 +31 20 851 22 78

Norway 800 30 060 +47 22 32 39 50

Poland +48 22 537 43 43 +48 22 537 43 43

Portugal 800 206 670 +351 219 429 107

Romania 313 200 200 +36 145 844 47

Russia +7 495 212 24 68 +7 495 212 24 68

Switzerland 044 283 35 70 +41 44 283 35 70

Serbia +385 162 698 40 +385 162 698 40

Slovakia +421 258 252 186 +421 258 252 186

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Slovenia +385 162 698 40 +385 162 698 40

Spain 091 325 55 09 +34 91 325 55 09

United Kingdom 0800 587 9848 +44 20 860 39 848

Sweden 020 55 55 66 +46 31 518 335

Czech Republic +420 800 050 296 +420 296 787 297

Turkey 444 4 858 +90 212 356 13 17

Germany 089 208 018 747 +49 89 208 018 747

Belarus +7 495 212 24 68 +7 495 212 24 68

Ukraine 0800 303 555 +380 444 950 078

Hungary 06 80 200 269 +36 1 345 17 75

USA 855 399 4691 +1 855 399 4691

Austria +43 1 525 03 6244 +43 1 525 03 6244

Related information


• Volvo On Call availability (p. 10)

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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 vehi-cle owner when the retailer activated the sub-scription, is used to identify persons authorized touse certain Volvo On Call services such asremote door unlock via the Volvo On Call cus-tomer service center or to create an account forthe Volvo On Callapp.

If you have forgotten or want to change

your PIN codeIf the PIN code has been forgotten or needs tobe changed (e.g. when a previously owned vehi-cle with Volvo On Call has been purchased), con-tact

• a retailer or

• the Volvo On Call customer service centerusing the ON CALL button, the Volvo On Callapp or by phone.

The new code is sent to the car owner.

If an incorrect PIN code has been

entered in the app multiple timesIf an incorrect PIN code has been entered incor-rectly 10 times in a row, the account will belocked. To use the app again, a new PIN codemust be selected and a new app account created

following the same process used to create theprevious app account.

Related information





• Buying or selling a vehicle with Volvo On Call(p. 15)

Buying or selling a vehicle withVolvo On Call

If the vehicle changes owners, it is important to

cancel the Volvo On Call service.

Canceling the Volvo On Call serviceIf the vehicle changes owners, contact a Volvoretailer to cancel the service. The retailer will can-cel the subscription and erase the service history.The service can also be canceled using the VolvoOn Call app.

If the vehicle changes owners, it is important toreset all personal settings and user data in thevehicle to the original factory defaults. This isdone via the Settings menu in the center display.

Starting the Volvo On Call serviceIf you purchase a previously owned vehicle withVolvo On Call:

The new owner should contact his/her Volvoretailer to transfer the remaining time on the sub-scription to the new owner. All contact detailsmust be updated for Volvo On Call to functionand to ensure the previous owner is no longerauthorized to use Volvo On Call services in thevehicle. The new owner will be given a personalfour-digit PIN code, which is required to identifythe owner (or another authorized person) andverify authorized access to certain services.

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Related information


• Volvo On Call PIN code (p. 15)


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. Whenthe battery requires servicing or replacement, amessage (Volvo On Call Service required) isshown in the instrument panel.

If the message persists, contact an authorizedVolvo workshop.

Related information


Personal information and Volvo OnCall

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 forthe personal information gathered in connectionwith the service. Volvo's sales companies areresponsible for processing and storing Volvo OnCall-related information. This information is trea-ted according to legislation and regulations per-taining to data of this type.

Country Sales company

USA Volvo Car USA, LLC

Canada Volvo Car Canada Ltd.

Why information is gatheredPersonal information is used by Volvo and itspartners to provide and develop the Volvo On Callservice.

What types of personal data are

processed?The primary types of personal information gath-ered for Volvo On Call-related purposes are:

• Personal information that the customer pro-vides in connection with the activation of theVolvo On Call service and during other con-tact with Volvo, including name, address, tel-

VOLVO ON CALL

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ephone number, type of service and theduration of the service.

• When information about a specific Volvo OnCall-related event is automatically transmit-ted from the vehicle. A message of this typecontains: the vehicle identification number(VIN), time when the service is used, type ofservice, if airbags have been triggered, if theseat belt tensioners have been triggered,current fuel level, current temperature insideand outside the vehicle, whether the doorsare locked and windows are closed and thevehicle's last six locations, including speedand direction.

• Other information associated with theowner/driver, such as telephone calls withpeople in the vehicle, the customer servicecenter that provided the service and notesmade by the customer service operator.

Access to my personal informationVolvo uses sub-contractors to provide the service.These sub-contractors work on behalf of Volvoand may only process personal information to theextent necessary to provide service. All sub-con-tractors are bound by agreements requiring themto observe strict confidentiality and to treat per-sonal details in accordance with applicable legis-lation.

Deleting personal informationThe personal details required to provide the VolvoOn Call service are stored during the subscription

period and thereafter for as long as necessary inorder for Volvo to fulfill its obligations accordingto legislation and other regulations. Informationgenerated during events covered by the Volvo OnCall service is deleted three months after anevent has occurred.

Corrections and register extractsPrivate persons have the right to request correc-tions of incorrect information and to obtain anextract showing the personal information that hasbeen processed. Requests for extracts from theregister must be submitted in writing and signedby the applicant and include name, address andcustomer number. The request should be postedto:

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

Consent to gather personal informationBy activating a Volvo On Call subscription inaccordance with the instructions in this docu-ment, the user agrees to the collection of VolvoOn Call-related personal information.

Related information


WARNING

California Proposition 65

Operating, servicing and maintaining a passen-ger vehicle can expose you to chemicalsincluding engine exhaust, carbon monoxide,phthalates, and lead, which are known to theState of California to cause cancer and birthdefects or other reproductive harm. To mini-mize exposure, avoid breathing exhaust, do notidle the engine except as necessary, serviceyour vehicle in a well ventilated area and weargloves or wash your hands frequently whenservicing your vehicle. For more information goto www.P65Warnings.ca.gov/passenger-vehicle.

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