Volkswagen ID.4: Information Call, Roadside Assistance Call and Emergency Call Service

Fig. 1 Located on the roof console: Emergency Call Service button (behind a button cover) and indicator light.

Fig. 2 Located on the roof console: Emergency Call Service button.

Fig. 3 In the overhead console: Controls for the information call and roadside assistance call.

Information call.

Roadside assistance call.

In the Volkswagen ID.4, the controls located in the roof console → fig. 1, → fig. 2, → fig. 3 provide access to advanced voice-based support services. Depending on the vehicle equipment and country of operation, these features include the Information Call, Roadside Assistance Call, and Emergency Call Service. If available, the Emergency Call Service is activated for a limited period as standard, with connectivity provided via an integrated control module installed at the factory.

Additional information about We Connect services should be reviewed for full functionality and service availability.

Indicator lights for the Emergency Call Service

The indicator light shown in → fig. 1 (arrow) is integrated into the control panel of the Volkswagen ID.4. It displays different colors and flashing patterns depending on the operational status of the Emergency Call Service:

The indicator light remains off: the Emergency Call Service is not active or not available.

A red indicator light flashes after ignition: system malfunction detected. The Emergency Call Service is deactivated.

A red indicator light remains on: system error. Emergency Call Service functionality is limited or unavailable.

A green indicator light remains on: the Emergency Call Service in the Volkswagen ID.4 is fully operational and ready for use.

A green indicator light flashes: a call is currently in progress.

Information call

• Using the information call feature in the Volkswagen ID.4 connects you directly to the Volkswagen AG support hotline.
• This service may only be available in specific regions depending on local availability.
• The support representative will communicate in the language configured in the Volkswagen ID.4 infotainment system.

Roadside assistance call

• In the event of a breakdown, the Volkswagen ID.4 allows you to contact an authorized Volkswagen dealer or service center using the roadside assistance function.
• Relevant vehicle data, such as the current location of the Volkswagen ID.4, may be transmitted automatically during the call.
• The support representative will typically communicate in the language of the country where the vehicle is registered with We Connect.
• If the Volkswagen ID.4 is not registered with We Connect, communication will default to the language of the vehicle’s production destination.

Emergency Call Service

• The Emergency Call Service in the Volkswagen ID.4 enables rapid assistance in critical or life-threatening situations.
• Once activated, a direct connection is established with the Volkswagen emergency call center.
• If triggered manually or automatically (e.g., in the event of airbag deployment or safety belt tensioner activation), important data such as vehicle position is transmitted automatically.
• The operator will communicate in the language set in the infotainment system. If unavailable in the region, English will be used as a fallback language.
• The Volkswagen ID.4 is equipped with additional safety components such as a dedicated emergency microphone, speaker system, and an independent backup battery to ensure system operation even after a severe accident.
• The Emergency Call Service can be permanently deactivated by an authorized Volkswagen service center. Volkswagen recommends consulting an official dealer before doing so.
• If the legally required eCall system is installed, it can be partially managed via the infotainment system, app, or online portal. However, mandatory eCall functionality cannot be fully disabled.

For optimal safety and connectivity, Volkswagen recommends keeping all communication services in the Volkswagen ID.4 active and regularly checking system status through the infotainment interface.

WARNING

The following conditions in the Volkswagen ID.4 may limit or completely prevent a manual or automatic emergency call from being placed:

• The Volkswagen ID.4 is located in an area without mobile network or satellite coverage, or where signal strength is too weak for communication.
• The vehicle is in an area with network coverage, but the telecommunications provider’s infrastructure is unavailable. In such cases, the system may attempt to route the call via the legally required eCall Emergency System.
• The Emergency Call Service may not be legally permitted or supported in certain countries where the Volkswagen ID.4 is being operated.
• No valid license or subscription exists for the Emergency Call Service in the Volkswagen ID.4.
• Critical system components required for emergency calling are damaged, malfunctioning, or do not have sufficient power supply.
• The Emergency Call Service has been manually deactivated via the Volkswagen portal or mobile application. In this situation, calls may be redirected to the mandatory eCall system if available.
• The Emergency Call Service has been disabled due to restricted data transmission settings. If the legally required eCall system cannot function, the Emergency Call Service in the Volkswagen ID.4 may automatically reactivate.
• The ignition of the Volkswagen ID.4 is switched off, preventing system activation.

Triggering an emergency call manually

1. If equipped, briefly press the protective cover of the emergency button → fig. 1 and fold it downward.

2. Press and hold the emergency call button → fig. 2 until the green indicator light begins flashing in the Volkswagen ID.4.

Once activated, the Volkswagen ID.4 will initiate an emergency call and establish a voice connection with the Volkswagen emergency call center.

If the emergency call was triggered unintentionally, cancel it immediately to avoid unnecessary dispatch of emergency services:

1. Press the emergency call button again until the indicator light remains steadily green.

Only use the emergency call button in genuine emergency situations → fig. 2.

Automatic emergency call

In the Volkswagen ID.4, the automatic emergency call function operates only when the ignition is switched on.

If a serious collision occurs and airbags or safety belt pretensioners are activated, the Volkswagen ID.4 will automatically initiate a call to the emergency call center. This process cannot be canceled by pressing the emergency button → fig. 2.

If no response is received from vehicle occupants, emergency services will be alerted and dispatched automatically based on transmitted data.

Integrated battery

The Volkswagen ID.4 is equipped with an integrated backup battery that ensures the Emergency Call Service remains functional even if the main 12 V battery is disconnected or fails.

If the integrated battery becomes depleted or defective, a notification will appear in the instrument cluster. In such cases, it is essential to contact an authorized Volkswagen dealer or service center immediately for inspection and replacement.

The integrated battery in the Volkswagen ID.4 should be inspected and, if necessary, replaced approximately every three years by an authorized Volkswagen service facility.

Data transmission

During an emergency call in the Volkswagen ID.4, essential vehicle data is transmitted to the Volkswagen emergency call center to help determine the appropriate rescue response.

The system temporarily stores recent vehicle location data; however, only the last ten positions are retained. This ensures that the Volkswagen ID.4 cannot be continuously tracked, maintaining user privacy.

Emergency call data is processed solely for system functionality and safety purposes. All transmitted data is automatically deleted approximately 13 hours after the emergency call has been completed.

For enhanced safety and reliability, Volkswagen recommends regularly checking the operational status of the Emergency Call Service in your Volkswagen ID.4 and ensuring that all related systems remain active and properly maintained.

The following data will be transmitted by the Volkswagen ID.4 when an emergency call is initiated:

• The exact current position of the Volkswagen ID.4 at the moment the emergency call is triggered.
• Up to nine previously recorded vehicle positions shortly before the emergency call (covering several kilometers / approximately 2 miles of the driven route).
• Vehicle Identification Number (VIN) of the Volkswagen ID.4.
• Type of vehicle drive (electric drive system).
• Vehicle model, specifically identifying the Volkswagen ID.4.
• Trigger type, indicating whether the call was initiated automatically or manually.
• Type of call being placed.
• The direction in which the Volkswagen ID.4 was traveling at the time of the incident.
• Severity of the detected accident.
• Direction of impact.
• Type of vehicle involved in the collision, if detectable.
• Exact time of impact.
• Ambient temperature at the time of the event.
• Type of road or driving environment.
• Accuracy and reliability of the positioning data.
• Version of the transmitted data set.
• Counter indicating how many data sets have been transmitted during the call.
• Estimated number of occupants inside the Volkswagen ID.4.
• Language selected in the infotainment system.
• Optional data identifiers for system processing.

You have the right to request access to or deletion of transmitted data by contacting the Volkswagen emergency call center. Volkswagen ensures that data handling for the Volkswagen ID.4 complies with applicable privacy regulations.

Depending on equipment and regional regulations, data transmission in the Volkswagen ID.4 may be influenced by individual privacy settings. Full Emergency Call Service functionality is only guaranteed when data transmission is fully enabled.

The use of aftermarket infotainment systems in the Volkswagen ID.4 may limit or interfere with Emergency Call Service functionality.

Routing to the Statutory eCall Emergency System

In certain conditions, the Emergency Call Service in the Volkswagen ID.4 may be limited or unavailable. If the legally required eCall Emergency System is present, the vehicle will attempt to establish a connection with the nearest public emergency service center. In such cases, all available data will be transmitted to assist emergency responders in determining the appropriate rescue measures.

Troubleshooting

Emergency Call Service malfunction

The red indicator light on the emergency call button in the Volkswagen ID.4 remains illuminated . Additionally, the instrument cluster may display the message Error: Emergency call function. Service vehicle.

This indicates a system malfunction in the Volkswagen ID.4, and the Emergency Call Service may not function correctly or may be unavailable.

1. Immediately contact an authorized Volkswagen dealer or Volkswagen Service Facility to diagnose and resolve the issue. Volkswagen strongly recommends professional inspection and repair.

Emergency Call Service limited

The red indicator light remains on in the Volkswagen ID.4 , and the following message may appear in the instrument cluster: Emergency call function limited. Service vehicle.

In this case, the Emergency Call Service is partially functional. For example, a voice connection to the Volkswagen emergency call center may not be possible.

1. Contact an authorized Volkswagen dealer or service center immediately to restore full functionality of the system in the Volkswagen ID.4.

Controls are responding differently than expected

Environmental factors such as moisture, dirt, or grease can affect the responsiveness of the control buttons in the Volkswagen ID.4.

1. Keep all control surfaces clean, dry, and free from contaminants to ensure proper operation.

For optimal reliability of safety systems in the Volkswagen ID.4, it is recommended to regularly inspect system indicators and ensure that all communication and emergency features are functioning correctly.