
Frequently Asked Questions
Find answers to commonly-asked help questions.
Service & Maintenance
In-Vehicle Features
- Press on the phone button located on your steering wheel.
- The Infotainment system will direct you the pairing menu.
- Select "Connect a New device" and then “Start Search on System".
- Choose the mobile device you would like to pair from the list of available devices.
- A code will then display on the Infotainment screen and on your device.
- If the codes match, confirm the code on your mobile device.
- Your mobile device and Mercedes-Benz Infotainment’s system will now be on Bluetooth.
- The first time you connect your iPhone; select "Connect" from the menu on your Infotainment screen.
- Then select "Automatically" on the following pop-up.
- Your iPhone will now be connected to your Mercedes-Benz’s Apple CarPlay system.
- Your primary iPhone will automatically connect going forward.
- Select "Manually" should you want to connect a friend or family member’s iPhone.
- You can access CarPlay functions by using the COMAND® controller, hard keys on your center console, or through the Siri voice-activated control system.
*If your vehicle is equipped with MBUX, COMAND control does not apply.
*Apple CarPlay may not be available on all models.
- The first time you connect your Android; select "Connect" from the menu on your Infotainment screen.
- Then select "Automatically" on the following pop-up.
- Your Android will now be connected to your Mercedes-Benz’s Android Auto system.
- Your primary Android device will automatically connect going forward.
- Select "Manually" should you want to connect a friend or family member’s Android.
- You can access Android Auto functions by using the COMAND® controller, hard keys on your center console, or through the Google Assistant voice-activated control system.
*If your vehicle is equipped with MBUX, COMAND control does not apply.
*Android Auto may not be available on all models.
For added assistance, please call 1-800-355-3515.
Connected Car Services (Mercedes-Benz Digital Extras)
eCall - Emergency Call (SOS)
This feature allows the customer to contact our emergency call centre in case of an emergency or if they are involved in an accident. The driver can initiate a call by pressing the SOS button in the vehicle’s overhead panel. In the event an accident, an eCall will automatically be trigged if the airbags are deployed or if the vehicle activates the hazard light sensors. If the customer is not responsive after 10 seconds, the call centre will automatically dispatch police and EMS to the exact location of the vehicle. The system can also identify how many passengers are in the vehicle to deploy EMS accordingly.
Breakdown Calls and Information Calls
By pressing on the (me) button in the vehicle’s overhead panel, the customer can connect to 24-hour Emergency Roadside Assistance or reach the Mercedes-Benz customer support teams if they have general enquiries or if they require technical support.
In addition to the above factory standard features, Mercedes-Benz Digital Extras offers a multitude of other services to vehicle owners. These services include, but are not limited to, Connect+ Services such as Remote Engine Start, Remote Door Lock and Unlock, Live Traffic, Vehicle Tracking, Geofencing and Stolen Vehicle Location Assistance (SVT).
User’s data may be collected by Mercedes-Benz if the user accepted the Mercedes-Benz Digital ExtrasTerms of Use and enabled the tracking services within the Mercedes me ID personal profile. Mercedes-Benz Digital Extras requires your vehicle’s location in order to use some Navigation Services such as Live Traffic. However, users can deactivate any service via the Mercedes me ID personal profile or Mercedes-Benz app at any time. The only exception to the above is the Emergency Call (eCall /SOS) feature, which is standard i.e. active from the factory. When a customer gets into an accident, or presses the “SOS call” button, his/her GPS coordinates will be transmitted to our emergency response centre to better assist him/her.
- Ignition must be in the off position;
- Depending on the model, vehicle must have at least 20% tank of fuel or at least 20L;
- All doors, windows and trunk must be closed;
- All doors must be locked;
- Hazard lights must be off;
- Pedals must not be pressed and,
- Parking brake must be on and vehicle must not be moving.
Also, please note that a Remote Start can only be allowed twice, until the engine is started with the key. When initiated, the vehicle will idle with the engine on for a maximum of 10 minutes.
Warranty & Finance
Additional Resources
Contact Information
One of their Customer Service experts will be able to assist you Monday to Thursday, 8:30 am to 7:00 pm (EST) and on Fridays from 8:30 am to 5:30 pm (EST). Please have your banking information and Mercedes-Benz Financial Services account number(s) available so that they can serve you as quickly and efficiently as possible.
Our team of experts will be able to assist you Monday to Friday, between the hours of 9:00 am and 5:00 pm (EST). You can also communicate with us via email at cs.can@cac.mercedes-benz.com.