Get Safety -> Call services Guide for Volkswagen Touran 4 Door Third Generation (2022-2025)

Fig. 1 Triggered re-active hood (general example).

In a front-end collision, the re-active hood is triggered by sensors in the front bumper at speeds of around 25–

55 km/h (around 15–34 mph). This raises the hood in front of the windshield by a few centimeters, for example to

create an additional crumple zone above the hood space in the head area for a pedestrian who has been hit.

The “re-active hood” system can only be correctly deployed if the hood has not been previously deformed by external

forces.

In some cases the system may trigger even when there is no pedestrian involved in the collision. The system may, for

instance, be triggered in the following situations:

—Front impact with objects or animals.

—A gentle collision or impact on uneven ground.

Special hinges lock the engine hood in the open position→ fig. 1 (magnifying glass). In addition, a message is

displayed in the instrument cluster display until the system is repaired.

When the re-active hood is triggered, complete the following instructions:

—Never attempt to close the engine hood yourself. Have the triggered re-active hood repaired immediately by an

authorized Volkswagen dealer or authorized Volkswagen Service Facility. Volkswagen recommends contacting an

authorized Volkswagen dealer or authorized Volkswagen Service Facility.

—You may only continue driving when the vehicle is roadworthy again.

—Do not drive faster than around 80 km/h(50 mph).

—If necessary, adjust your seat position (→ Seating position) . You must have a clear, unhindered view through the

windshield even with the re-active hood triggered.

WARNING

The “re-active hood” pedestrian protection system is not a replacement for the driver's attention and works only

within the system limitations. The “re-active hood” pedestrian protection system cannot detect all driving situations

and may not react, or may react with a delay, or may react in a way that is not desired. If you are careless, there is a

risk of accidents, serious injuries and death.

● Always stay attentive and do not rely solely on the system. The driver is always responsible for control of the

vehicle.

● Observe the system limitations.

● Always adapt your speed and distance to vehicles driving ahead based on the visual, weather, road, and traffic

conditions.

Information Call, Roadside Assistance Call and Emergency Call Service

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Fig. 1 In the roof console: buttons for call services and

indicator light.

Information call.

Roadside assistance call.

Emergency Call Service.

The control in the roof console→ fig. 1, , can be used for voice services and the Emergency Call Service, depending on

the vehicle equipment and country of use. If the Emergency Call Service is available in the service portfolio for the

vehicle, the Emergency Call Service is activated for a limited time as standard. The required connection is produced

by a control module installed by the manufacturer.

Please note the additional information on mobile online services

.

Indicator lights for the Emergency Call Service

The indicator light→ fig. 1 (arrow) is located in the control panel. The indicator light comes on in different colors and

light patterns depending on the vehicle operating status of the Emergency Call Service:

The indicator light does not come on: the Emergency Call Service is deactivated or not available.

The red warning light flashes after the ignition is switched on: System error. The Emergency Call Service is

deactivated.

The red indicator light comes on and remains on: system error. The Emergency Call Service is limited or not

available.

The green indicator light comes on: The Emergency Call Service is available and the vehicle system is ready for

use.

The indicator light blinks green: there is a call in progress.

Information call

—With an information call, a call can be made to Volkswagen Customer Care.

—The information call is only available in certain sales regions.

—The telephone contact partner communicates in the language of the country where the vehicle was registered for

mobile online services or in the language of the country for which the vehicle was produced.

—The information call can be executed whenever the ignition of the vehicle is switched on.

—The information call can be manually executed via the control panel in the roof console or, depending on the

vehicle, via the function key in the telephone menu of the Infotainment system.

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Roadside assistance call

—If you break down, you can contact an authorized Volkswagen dealer or authorized Volkswagen Service Facility for

assistance with the roadside assistance call.

—Some vehicle data, e.g. its current location, is transferred in parallel to the voice call.

—The telephone contact partner communicates in the language of the country where the vehicle was registered for

mobile online services or in the language of the country for which the vehicle was produced.

—The Roadside Assistance Call can be executed whenever the ignition of the vehicle is switched on.

—The Roadside Assistance Call can be manually executed via the control panel in the roof console or, depending on

the vehicle, via the function key in the telephone menu of the Infotainment system.

Emergency Call Service

—Using the Emergency Call Service, assistance can be organized as quickly as possible in dangerous situations.

—When the Emergency Call Service is initiated, a connection will be established with the Volkswagen emergency call

center.

—If an emergency call is triggered manually or by a collision with airbag deployment or safety belt pretensioner

deployment, data that is relevant to the emergency call, such as the vehicle's current location, is automatically

transmitted .

—The contact partner will communicate in the language that is set in the vehicle's Infotainment system. If this

language is not available at the current emergency call location, English will be used.

—To ensure the system functions correctly after a severe accident, additional components are installed at the factory,

such as an emergency call microphone, emergency call speaker, and an integrated battery that is separate from

the vehicle electrical system.

—The Emergency Call Service can be permanently deactivated by an authorized Volkswagen dealer or authorized

Volkswagen Service Facility. Volkswagen recommends contacting an authorized Volkswagen dealer or authorized

Volkswagen Service Facility.

—If the legally requiredeCall Emergency System is available in the vehicle, the Emergency Call Service can be

deactivated in the Infotainment system. The legally required eCall Emergency System, if it is available in the

vehicle, cannot be switched off or deactivated (→ Manage services).

WARNING

The following conditions may restrict or prevent a manual or automatic emergency call:

● If the emergency call location is in an area with no cell phone and satellite reception, or insufficient reception.

● You are in a location where there is sufficient mobile phone and satellite reception, but the mobile

communications network of the required telecommunications providers is unavailable.

● Even if there is good cell phone and satellite reception, telecommunications providers are unable to offer a

mobile communications network generation that is suitable for the vehicle in some areas. In this case, the

emergency call, if available in the vehicle, is routed to the legally required eCall Emergency System. If the legally

required eCall Emergency System is not available in the vehicle, the call will be forwarded to the emergency

number 112.

● Even if there is good cell phone and satellite reception, in some areas the telecommunications providers' 3G

network is unavailable. This can result in the connection to the Emergency Call Service being delayed by up to 60

seconds. To enable a connection to be established without delay, the Emergency Call Service can be deactivated

in the in the Infotainment system if the legally required eCall emergency system is available in the vehicle. The

legally required eCall Emergency System is available immediately when the Emergency Call Service is deactivated.

● The Emergency Call Service is not permitted by law in some countries.

● There is no valid license for the use of the Emergency Call Service.

● The vehicle components required for manual or automatic emergency calls are damaged or do not have sufficient

power.

● The Emergency Call Service has been deactivated. In this case, the emergency call, if available in the vehicle, is

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routed to the legally required eCall Emergency System. If the legally requiredeCall Emergency System is not

available in the vehicle, no emergency call will be made. There will be no forwarding to the emergency number

112 either.

● The Emergency Call Service has been deactivated by disabling of data transmission. In this case, the emergency

call, if available in the vehicle, is routed to the legally required eCall Emergency System. If the legally required

eCall Emergency System cannot perform its function for technical reasons, the Emergency Call Service is

automatically reactivated.

● The vehicle's ignition is not switched on.

Triggering an emergency call manually

1. If fitted, press on the button cover briefly and fold the cover downward.

2. Press the emergency call button→ fig. 1, until the green indicator light starts to blink.

The emergency call will be triggered and a voice call will be made to the Volkswagen emergency call center.

If you pressed the emergency call button by mistake, cancel the emergency call immediately:

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

Only press the emergency call button in an emergency→ fig. 1,

.

Automatic emergency call

The automatic emergency call is only triggered when the ignition is on.

A connection to the Volkswagen emergency call center is automatically established in the following situations:

—Immediately after the airbags have been deployed.

—Immediately after the safety belt pretensioners have been triggered.

—Depending on the vehicle equipment, in the event of a system intervention by the Emergency Assist system.

The automatic emergency call cannot be stopped by pressing the emergency call button → fig. 1, .

If questions from the Volkswagen emergency call center are not answered, rescue operations will be initiated

automatically.

Integrated battery

The integrated battery ensures that the Emergency Call Service will still be available for some time if the 12 V vehicle

battery is disconnected or faulty.

If the integrated battery is drained or faulty, a message indicating this will be displayed in the instrument cluster. If

this message is shown, immediately consult an authorized Volkswagen dealer or authorized Volkswagen Service

Facility and have the integrated battery replaced. Volkswagen recommends contacting an authorized Volkswagen

dealer or authorized Volkswagen Service Facility.

Have the integrated battery checked, and if necessary, replaced by an authorized Volkswagen dealer or

authorized Volkswagen Service Facility after approximately three years. Volkswagen recommends contacting

an authorized Volkswagen dealer or authorized Volkswagen Service Facility.

Data transmission

The available data will be sent to the Volkswagen emergency call center during an emergency call to determine what

rescue measures are needed.

The data regarding the location of the vehicle is continuously overwritten, so that only the ten most recent saved

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locations as required for the Emergency Call Service to function are available. The vehicle cannot be tracked on a

continuous basis.

The emergency call data is processed to ensure that the Emergency Call Service is functioning properly. The

emergency call data is automatically deleted by the vehicle system 13 hours after the emergency call is triggered.

The following data is sent:

—The current vehicle position at the time the emergency call was triggered

—Nine other positions shortly before the emergency call was triggered(route driven, a few km (a few miles)).

—Vehicle Identification Number (VIN)

—Type of vehicle drive.

—Vehicle model

—Trigger type (automatic or manual)

—Call type.

—Direction in which the vehicle was moving at the time the emergency call was triggered.

—Accident severity.

—Accident direction.

—Time of impact

—Reliability of the positioning data

—Data set version.

—Counter of the data sets transmitted per call

—Calculated number of passengers.

—Language selected in the Infotainment system.

—Optional data ID.

You can request to view and delete the data that is sent by contacting the Volkswagen emergency call center.

Depending on the vehicle equipment and country, data transmission may be influenced by your privacy

settings (→ Privacy settings). The functionality of the Emergency Call Service can only be ensured if data

transmission is fully enabled.

The Emergency Call Service function may be limited by any after-market Infotainment systems that are

installed.

Routing to the Statutory eCall Emergency System

In some situations, the Emergency Call Service is limited or not carried out. If the legally requiredeCall Emergency

System is available in the vehicle, a voice connection will be established with a local emergency service center if

possible. In this case, available data will be sent to the local emergency center during an emergency call to determine

what rescue measures are needed .

The Manage services section in the Infotainment system shows whether the legally requiredeCall Emergency

System is available in the vehicle (→ Manage services).

Fall-back to emergency number 112

In some situations, the Emergency Call Service is limited or not carried out. If the legally requiredeCall Emergency

System is not available in the vehicle, an emergency call will be made to the general emergency number 112 if

possible. In this case, only a voice connection will be established. No other data, such as vehicle or location data, will

be transmitted.

Troubleshooting

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Emergency Call Service malfunction

The red indicator light in the emergency call button comes on and remains on . The message Error: Emergency

call function. Service vehicle may also be displayed in the instrument cluster.

There is a system error with the Emergency Call Service. You may not be able to make an emergency call.

1. Contact an authorized Volkswagen dealer or authorized Volkswagen Service Facility immediately and have the

fault rectified. Volkswagen recommends contacting an authorized Volkswagen dealer or authorized Volkswagen

Service Facility.

Emergency Call Service limited

The red indicator light in the emergency call button comes on and remains on . The message Emergency call

function limited. Service vehicle may also be displayed in the instrument cluster.

The Emergency Call Service function has restricted availability. For example, you cannot make a voice connection to

the Volkswagen emergency call center.

1. Contact an authorized Volkswagen dealer or authorized Volkswagen Service Facility immediately and have the

fault rectified. Volkswagen recommends contacting an authorized Volkswagen dealer or authorized Volkswagen

Service Facility.

Legally required eCall Emergency System

Fig. 1 In the roof console: button for the legally required

eCall Emergency System and indicator light.

Information call.

Roadside assistance call.

Legally required eCall Emergency System.

Depending on the country and vehicle equipment, the vehicle may be fitted with an emergency call system. In some

countries, the free, legally required eCall Emergency System is activated by default. The controls are located in the

roof console.

Using the emergency call system, assistance can be organized as quickly as possible in dangerous situations. A call

will be made to a local emergency service center. The call center agent will communicate in the language of the

country where the vehicle is located. In addition, legally mandated data relevant to the emergency call, such as the

current vehicle location, will be automatically transmitted to the local emergency service center.

The legal basis for data processing for the legally requiredeCall Emergency System conforms to the applicable local

laws and regulations, such as EU regulation 2015/758. In addition, please note the information regarding data

storage and services (→ Data processing in the vehicle).

The required connection is produced by a control module installed by the manufacturer. To ensure the system

functions correctly after a severe accident, additional components are installed at the factory, such as an emergency

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call microphone, emergency call speaker, and an integrated battery that is separate from the vehicle electrical

system.

Indicator light for the statutory eCall Emergency System

The indicator light→ fig. 1 (arrow) is located in the control panel. The indicator light comes on in different colors and

light patterns depending on the vehicle system status:

The indicator light does not light up: The emergency call function is not available.

Warning light blinks red after the ignition is switched on: emergency call is deactivated.

The red indicator light comes on and remains on: system error. The emergency call function has limited

availability or is not available.

The green indicator light comes on: The emergency call function is available and the vehicle system is ready for

use.

The indicator light blinks green: There is an emergency call in progress.

WARNING

The following conditions may restrict or prevent a manual or automatic emergency call:

● The emergency call location is in an area with no cell phone and satellite reception, or insufficient reception.

● You are in a location where there is good cell phone and satellite reception, but the telecommunications

provider's mobile communications 2G/3G network is unavailable.

● The emergency call function is not available in certain countries.

● The local emergency dispatch center lacks the technical capacity to receive emergency data.

● The vehicle components required for manual or automatic emergency calls are damaged or do not have sufficient

power.

● The vehicle's ignition is not switched on.

Triggering an emergency call manually

1. If fitted, press on the button cover briefly and fold the cover downward.

2. Press the emergency call button→ fig. 1 until the green indicator light starts to blink.

The emergency call will be triggered and a call will be made to a local emergency dispatch center.

If you pressed the emergency call button by mistake, cancel the emergency call immediately:

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

Only press the emergency call button in an emergency

→ fig. 1.

Automatic emergency call

The automatic emergency call is only triggered when the ignition is on.

A connection to the local emergency dispatch center is automatically established in the following situations:

—Immediately after the airbags have been deployed.

—Immediately after the safety belt pretensioners have been triggered.

—Depending on the vehicle equipment, in the event of a system intervention by the Emergency Assist system.

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The automatic emergency call cannot be stopped by pressing the emergency call button → fig. 1.

If questions from the local emergency dispatch center are not answered, rescue operations will automatically start.

Integrated battery

The integrated battery ensures that the legally requiredeCall Emergency System will still be available for some time

if the 12 V vehicle battery is disconnected or faulty.

If the integrated battery is drained or faulty, a message indicating this will be displayed in the instrument cluster. If

this message is shown, immediately consult an authorized Volkswagen dealer or authorized Volkswagen Service

Facility and have the integrated battery replaced. Volkswagen recommends contacting an authorized Volkswagen

dealer or authorized Volkswagen Service Facility.

Have the integrated battery checked, and if necessary, replaced by an authorized Volkswagen dealer or

authorized Volkswagen Service Facility after approximately three years. Volkswagen recommends contacting

an authorized Volkswagen dealer or authorized Volkswagen Service Facility.

Data transmission

The legally required data will be sent to the local emergency dispatch center during an emergency call to determine

the necessary rescue measures.

The data regarding the location of the vehicle is continuously overwritten, so that only the most recent three saved

locations as required for the legally required eCall Emergency System to function are available. The vehicle cannot be

tracked on a continuous basis.

The emergency call data is only processed to ensure the proper function of the legally requiredeCall Emergency

System. The emergency call data is automatically deleted by the system 13 hours after the emergency call is

triggered.

The following data is sent:

—The current vehicle position at the time the emergency call was triggered

—Two other positions shortly before the emergency call was triggered(route driven, a few 100 m (a few 100 ft)).

—Vehicle Identification Number (VIN)

—Type of vehicle drive.

—Vehicle model

—Trigger type (automatic or manual)

—Call type.

—Direction in which the vehicle was moving at the time the emergency call was triggered.

—Accident direction.

—Speed reduction in the event of an accident in longitudinal direction.

—Speed reduction in the event of an accident in transverse direction.

—Time of impact

—Reliability of the positioning data

—Data set version.

—Counter of the data sets transmitted per call

—Calculated number of passengers.

You can request to view and delete the data that is sent by contacting the local emergency service center.

Installed after-market Infotainment systems may limit the function of the legally requiredeCall Emergency

System.

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Troubleshooting

Malfunction in the legally mandated eCall Emergency System

The red indicator light in the emergency call button comes on and remains on . The message Error: Emergency

call function. Service vehicle may also be displayed in the instrument cluster.

There is a system error with the legally mandatedeCall Emergency System. You may not be able to make an

emergency call.

1. Contact an authorized Volkswagen dealer or authorized Volkswagen Service Facility immediately and have the

fault rectified. Volkswagen recommends contacting an authorized Volkswagen dealer or authorized Volkswagen

Service Facility.

Limited function in the legally mandated eCall Emergency System

The red indicator light in the emergency call button comes on and remains on . The message Emergency call

function limited. Service vehicle may also be displayed in the instrument cluster.

The legally mandated eCall Emergency System function is only available to a limited extent. For example, you cannot

make a voice connection to the local emergency dispatch center.

1. Contact an authorized Volkswagen dealer or authorized Volkswagen Service Facility immediately and have the

fault rectified. Volkswagen recommends contacting an authorized Volkswagen dealer or authorized Volkswagen

Service Facility.

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Safety -> Call services for Your Volkswagen Touran 4 Door Third Generation (2022-2025)

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