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Frequently Asked Questions (FAQ) about We Experience.

About We Experience.

We Experience is a service provided by Volkswagen AG. We Experience offers experiences that make your life easier by showing you relevant recommendations at the right time. These exclusive recommendations include a discount code that you can use to redeem the recommendation with the relevant We Experience partner.

We Experience is available as a service for your smartphone in the We Connect Go app. You can find the technical requirements for using the service in We Connect Go in the technical questions.

Activate We Experience in We Connect Go:

We Experience in We Connect Go is not a standalone app but a service within the We Connect Go app. You can download We Connect Go any time in your smartphone’s download store. If you register with We Connect Go or log in with your Volkswagen ID, a message appears on the We Connect Go home screen to let you know that We Experience is now available in We Connect Go. To activate We Experience, all you need to do is give your consent to data processing. Please note that We Experience is available two days after the first use of We Connect Go at the earliest.

 

We Experience availability in We Connect Go:

We Experience is currently available in Germany and Spain.

Deactivate We Experience in We Connect Go:

You can deactivate We Experience in We Connect Go at any time in the menu option ‘More’ in the settings for the We Connect Go app under ‘We Experience’.

No, Volkswagen AG provides you with We Experience services free of charge.

No, you are not bound by any contract period with We Experience, and you can deactivate the service at any time.

We are constantly working to improve our service and add to our We Experience partners.

Thank you for your interest in working with We Experience. To do this, visit the We Experience website at https://www.volkswagen.de/de/konnektivitaet-und-mobilitaetsdienste/mobility-services/we-experience.html. Here, under ‘So werden Sie Handelpartner von We Experience.’, you will find a contact form to send a message to we-experience@volkswagen.de. The We Experience team appreciates your interest and will get back to you as soon as possible!

If you have further questions on We Experience, you can consult the We Experience Customer Interaction Centre at any time by phone or email. 

You can contact the Customer Interaction Center by sending an email to weexperience-support@volkswagen.de. If you would prefer to contact the Customer Interaction Center over the phone, please call 0800 40 888 00. If your provider does not support this number or you are outside of Germany, you can use the following number: + 49 5363 9 22 33 00. Calling this number may incur charges from your telephone service provider.

Find contact information for We Experience in We Connect Go:

In We Connect Go you can also contact the Customer Interaction Center directly via the We Connect Go app on your smartphone under the menu option ‘More’ under ‘App Support’.

Data protection.

You can view the We Experience Terms of Use, Privacy Policy and consent information at any time on the We Experience website at https://www.volkswagen.de/de/konnektivitaet-und-mobilitaetsdienste/mobility-services/we-experience.html.

View the We Experience Privacy Policy in We Connect Go:

The We Experience Terms of Use and Privacy Policy can also be found in the menu option ‘More’ under ‘We Experience Privacy Policy’ in the We Connect Go app.

View We Experience Privacy Policy in vehicle:

In your vehicle’s infotainment system, you can view the Terms of Use of Privacy Policy for We Experience at any time in the ‘Legal’ section of the We Experience app.

Revoke consent for We Experience in We Connect Go:

You can deactivate We Experience in We Connect Go at any time in the menu option ‘More’ in the settings for the We Connect Go app under ‘We Experience’ and thereby withdraw your consent. You can find more information in the We Experience Privacy Policy.

Personal data is not passed on to our We Experience partners. Hosting for the purposes of data processing is performed by our processor IBM Deutschland GmbH. For more information, please see the We Experience Privacy Policy.

Redeem a recommendation.

Redeem a We Experience recommendation in We Connect Go:

Click on the ‘Request coupon’ button on the recommendation detail view. You will then be shown a voucher code (e.g. a barcode, numerical code, a link or code consisting of other characters). Take your voucher code and show it to our partner’s staff or redeem it online.

You will find the recommendation expiry date in the detailed view of the recommendation.

You can redeem a recommendation at the location of the relevant partner shown in the recommendation detail view. Depending on the recommendation and the partner, you can use We Experience to help you navigate to the We Experience partner's location.

Whether or not you are also able to redeem a recommendation at a We Experience partner’s other locations depends on the partner supplying the voucher code.

It is up to the relevant partner how often you can redeem coupon codes.

No. To use a voucher code, all you need to do is comply with the voucher conditions.

The We Experience partner didn’t recognise the voucher code? We’re sorry to hear that. We accept no liability for the validity and redeemability of our partners’ voucher codes.

View and rate a recommendation.

We Experience shows you recommendations when you are near a We Experience partner with offers and services that may be of interest to you.

Receive We Experience recommendations in We Connect Go:

A recommendation may appear when you end a trip, when you open the We Connect Go app or when you are connected to Wi-Fi.

Restrictions on We Experience recommendations in We Connect Go:

For safety reasons, new recommendations are not shown while driving.

Whether or not you receive a recommendation depends on various conditions: First of all, you must be in the vicinity of one of our partners. Factors such as time of day, weather, day of the week, your fuel level etc. have an impact on whether a recommendation is shown or not. This allows us to ensure that you receive recommendations which are relevant to you.

No. To ensure that you receive the most relevant recommendations for you, our algorithm calculates how many recommendations are suitable for you.

Receive a We Experience recommendation in We Connect Go:

Recommendations in We Connect Go appear in blue speech bubbles at the bottom left in the We connect Go app or as a push notification on your lock screen if you have activated push notifications in the We Connect Go app.

All recommendations you receive are automatically saved in your history so you can access them again later.

View We Experience recommendations in We Connect Go:

You can find your history under ‘We Experience’ in the ‘Functions’ menu option in the We Connect Go app.

In your recommendations overview, you will only find recommendations that are still valid. Recommendations which have expired are deleted automatically.

If you are interested in a recommendation, click on the recommendation to view all the details, including the products.

You will find the logo of the partner offering the recommendation at the top of the recommendation detail view.

Rate a We Experience recommendation in We Connect Go:

On the recommendation detail view, you will find two buttons to give a recommendation a positive (thumbs up) or negative (thumbs down) rating.

If you give a recommendation a positive rating, We Experience notes that you liked the recommendation and you will receive similar recommendations more often in future. By contrast, if you give a recommendation a negative rating, you will receive fewer recommendations of this kind in future. Please note that the recommendation rating function is currently only available in We Experience in We Connect Go.

No, this is not currently possible. However, we are working on enabling you to set your preferences in future. In We Connect Go, you can use the rating function for We Experience on the recommendation detail view in the meantime.

First of all, check that you are in a country where We Experience is available.

Requirements for We Experience recommendations in We Connect Go:

You must then check whether GPS is activated on your smartphone.

You may have deactivated push notifications in the settings. 

Requirements for We Experience push notifications in We Connect Go:

Activate push notifications for We Experience in the settings of We Connect Go in the menu option ‘More’ to receive push notifications from We Experience.

Registration/My user account.

A Volkswagen ID is your very own key to the digital world of Volkswagen. It enables you to log in easily to Volkswagen services such as We Connect Go, We Park and many more. The Volkswagen ID contains your personal data (telephone numbers, addresses etc.) and your account settings as well as, for example, apps linked to your Volkswagen ID.

You can manage your Volkswagen ID in the Volkswagen ID portal at https://vwid.vwgroup.io/landing-page. Alternatively, you can also access the profile management page for the relevant Volkswagen service.

You can change your profile details on the Volkswagen ID Portal at https://vwid.vwgroup.io/landing-page. Alternatively, you can also access the profile management page for the relevant Volkswagen service.

You can change your access data (email address and password) in the Volkswagen ID portal under https://vwid.vwgroup.io/landing-page or in the profile management area of the application. Please note that in this case, the login details will change for all applications associated with the Volkswagen ID.

If you have forgotten your password, you can either go to the Volkswagen ID portal at https://vwid.vwgroup.io/landing-page or click on ‘Forgot password’ on the application’s login page. Then you can enter your email address and click on the link in the email that will be sent to you. You will then be redirected to a page where you can specify a new password.

Remember - your password is valid for all services linked to your Volkswagen ID. This means that it will change for all applications when you specify a new password!

If your account has not yet been activated, you may still need to confirm the activation link sent to you by email. If the link has already expired, your details will have been deleted for security reasons and we will have to ask you to register again. If you did not receive the email, please check whether it ended up in your spam folder for unwanted messages. If you have not received an email, please register again.

If you enter your password incorrectly three times in a row, access to your user account will automatically be blocked for a short period of time for security reasons. The more often you enter your password incorrectly, the longer your account will be blocked. Once the block expires you can log in again with your password.

You can delete your Volkswagen ID user account at any time. In the Volkswagen ID portal at https://vwid.vwgroup.io/landing-page you will find an option to delete your data and your entire user account. Please note, however, that your details will be deleted from all services linked to your Volkswagen ID user account after it is deleted.

If you no longer wish to use a particular service connected with the Volkswagen ID and to log out, you can do this at any time via the Volkswagen ID portal under https://vwid.vwgroup.io/landing-page.

We place great importance on protecting your private information when you use our website. That is why our Privacy Policy contains detailed information about the collection of anonymous and personal data. Without your consent, the personal data collected on the Volkswagen AG websites will only be used to process contracts and your inquiries. In addition, your data will only be used for advertising and market research purposes or to design Volkswagen AG’s electronic services in line with requirements if you have given your prior consent to this.

For more information on disclosure of data as part of We Experience, please see ‘Does We Experience pass on my data?’

You can view what data is stored about you for the services linked with your Volkswagen ID at any time in the profile portal at https://vwid.vwgroup.io/landing-page. You can create an archive in the ‘Privacy’ menu option.

The following browsers are supported and should allow optimum display of the portals/applications: 

  • Google Chrome 40+ for Windows or Mac
  • Internet Explorer 9+ for Windows or Mac
  • Firefox 35+ for Windows or Mac
  • Safari 7+ for Windows or Mac

Technical queries.

Technical requirements for We Experience in We Connect Go:

To be able to use We Experience, you must be logged into We Connect Go with your Volkswagen ID. Your smartphone’s GPS must also be activated. In order for We Experience to be able to show you even more recommendations, it is recommended that you connect the DataPlug to We Connect Go. If your DataPlug is connected to We Connect Go, We Experience can show you personalised recommendations based on vehicle data.

As We Experience is part of the We Connect Go app, We Experience runs on all devices where We Connect Go is also running. We Connect Go is currently available for smartphones with Android operating system (version > 5.0) and iOS operating system (min. version iOS 9.0).

Use We Experience in We Connect Go:

We Experience in We Connect Go is not a standalone app but a service within the We Connect Go app. You can download the We Connect Go app at any time in your smartphone’s download store.

You can download the We Connect Go app in the Google Play app store or Apple’s App Store.