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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. All (25)
  2. Activation (9)
  3. Communication Module for Digital Services (2)
  4. Mercedes PRO connect App (7)
  5. Vehicle Management Tool (3)
  6. Contract, rights and roles (1)
  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. The umbrella brand Mercedes PRO, on the other hand, has been developed specifically for commercial van customers and their needs and requirements.

    The main focus here is on improving efficiency and assisting with everyday operations. Mercedes PRO helps make your business more efficient. Everything you receive is always transparent and from a single source, leaving you to concentrate on the essentials.

  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 a fleet manager, you use the Vehicle Management Tool and the Mercedes PRO Portal; whilst, as a driver, you can use the driver's app which can be downloaded from the Apple and Google App Stores.

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

    Mercedes PRO is free-of-charge. Only individual products are subject to a fee. These are billed either individually or as a bundle following on from the trial period. An overview of the prices for individual products can be found in the dashboard in the "Products" section. You will then be redirected to our Mercedes PRO Store.

  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. 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.

  10. 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).

  11. 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.

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

    The Mercedes PRO connect App enables simple communication between fleet managers and drivers. This allows the driver to receive important order and vehicle data directly on the smartphone. In addition, they also have the option to assign a vehicle to themselves using the app.

    Depending on which services have been booked, the driver can also use the Mercedes PRO connect App to directly view a list of the trips they have completed or to remotely open and close their assigned vehicle.

  13. 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.

  14. 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.

  15. 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.

  16. 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.

  17. 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.

  18. 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.

  19. 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.

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

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

  21. 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.

  22. 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 +49 800 3777 7777 or by writing to the following e-mail address: connect.deu@cac.mercedes-benz.com.

  23. 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: service@mobilityhouse.com)
    If you have purchased your wallbox via Mercedes-Benz, please contact your Mercedes-Benz Service Partner or the Customer Service: +49 800 9777 7777.

    Should you have any questions concerning your services, please contact the Mercedes-Benz Customer Service: Tel. no.: +49 800 3777 7777, e-mail: connect.deu@cac.mercedes-benz.com

  24. 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
  25. 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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