{"id":1067,"date":"2026-10-12T15:09:46","date_gmt":"2026-10-12T13:09:46","guid":{"rendered":"https:\/\/autodataexperts.de\/help-center\/"},"modified":"2026-10-26T08:46:52","modified_gmt":"2026-10-26T06:46:52","slug":"help-center","status":"publish","type":"page","link":"https:\/\/autodataexperts.de\/en\/help-center\/","title":{"rendered":"Help Center"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"1067\" class=\"elementor elementor-1067 elementor-820\">\n\t\t\t\t<div class=\"elementor-element elementor-element-bac68fc e-con-full e-flex e-con e-parent\" data-id=\"bac68fc\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-45252fb elementor-widget elementor-widget-html\" data-id=\"45252fb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t<main class=\"adx-help\" id=\"adx-help\">\r\n  <div class=\"h-grid\">\r\n\r\n    <!-- EINSTIEG -->\r\n    <section class=\"h-hero\" aria-labelledby=\"adx-h-h1\">\r\n      <span class=\"h-kicker\">We are here to help<\/span>\r\n      <h1 class=\"h-h1\" id=\"adx-h-h1\">How can we <span>help<\/span>?<\/h1>\r\n      <p class=\"h-lead\">You will find answers to the most frequently asked questions below. If that does not solve your issue, send us a support request.<\/p>\r\n    <\/section>\r\n\r\n    <!-- FORMULAR (ActiveCampaign) -->\r\n    <section class=\"h-form\" aria-label=\"Submit a support request\" data-reveal=\"\">\r\n      <div class=\"_form_41\"><\/div>\r\n    <\/section>\r\n\r\n    <!-- HINWEIS -->\r\n    <section class=\"h-info\" aria-label=\"Other ways\" data-reveal=\"\">\r\n      <article class=\"h-card\">\r\n        <span class=\"h-label\">Quick answers<\/span>\r\n        <p>Many questions can be resolved without waiting.<\/p>\r\n        <a class=\"h-link\" href=\"#adx-h-faq\">Go to FAQ <svg width=\"15\" height=\"15\" viewBox=\"0 0 16 16\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M3 8h10M9 4l4 4-4 4\"><\/path><\/svg><\/a>\r\n      <\/article>\r\n      <article class=\"h-card\">\r\n        <span class=\"h-label\">Not a support request?<\/span>\r\n        <p>For questions about our products or to get to know us, please use our contact form.<\/p>\r\n        <a class=\"h-link\" href=\"https:\/\/autodataexperts.de\/en\/contact\/\">Go to contact page <svg width=\"15\" height=\"15\" viewBox=\"0 0 16 16\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M3 8h10M9 4l4 4-4 4\"><\/path><\/svg><\/a>\r\n      <\/article>\r\n    <\/section>\r\n\r\n  <\/div>\r\n\r\n  <!-- FAQ -->\r\n  <section class=\"h-faq\" id=\"adx-h-faq\" aria-labelledby=\"adx-h-faqh\" data-reveal=\"\">\r\n    <h2 class=\"h-h2\" id=\"adx-h-faqh\">Frequently asked questions<\/h2>\r\n    <div class=\"h-fgrid\"><div class=\"h-col\"><div class=\"h-group\" style=\"--o:1\"><h3 class=\"h-gt\">Account &amp; login<\/h3><details class=\"h-q\"><summary>How do I register and sign in?<\/summary><div class=\"h-a\"><p>Via \u201c<a href=\"https:\/\/autodataexperts.de\/en\/register\/\">Register for free<\/a>\u201d \u2013 there you choose OverTheAir or vsNEW. Your account will be reviewed and your login details will be sent by email. Verification takes place within one day. After that, sign in via \u201c<a href=\"https:\/\/autodataexperts.de\/en\/login\/\">Login<\/a>\u201d.<\/p><\/div><\/details><details class=\"h-q\"><summary>What can I do in the OverTheAir dashboard after registering?<\/summary><div class=\"h-a\"><p>After registering, the following features are available in your dashboard:<\/p><ul><li>Test vehicles with OverTheAir via VIN query<\/li><li>View all your reports<\/li><li>Update your company details<\/li><\/ul><\/div><\/details><details class=\"h-q\"><summary>Does my login also work for vsNEW?<\/summary><div class=\"h-a\"><p>No. OverTheAir and vsNEW each have their own account. If you want to use both products, register for both.<\/p><\/div><\/details><\/div><div class=\"h-group\" style=\"--o:3\"><h3 class=\"h-gt\">vsNEW<\/h3><details class=\"h-q\"><summary>How do I order the dongle?<\/summary><div class=\"h-a\"><p>Right after <a href=\"https:\/\/vsnew.eu\/products\/standard-paket\" target=\"_blank\" rel=\"noopener\">registering in the vsNEW shop<\/a>, you can add the dongle to your cart and order it. <a href=\"https:\/\/vsnew.eu\/products\/standard-paket\" target=\"_blank\" rel=\"noopener\">The dongle<\/a> is a one-time purchase. There are no running device costs, and it can be ordered centrally for multiple locations.<\/p><\/div><\/details><details class=\"h-q\"><summary>How does a battery test with vsNEW work?<\/summary><div class=\"h-a\"><p>Connect the vehicle to the dongle and the vsNEW app, start the test and follow the steps shown in the app. The battery data is then analysed and a certificate is created.<\/p><\/div><\/details><details class=\"h-q\"><summary>How long does a test take?<\/summary><div class=\"h-a\"><p>In just 2 minutes, the smart battery check delivers a data-based analysis of battery health at cell level. You will receive the report by email.<\/p><\/div><\/details><details class=\"h-q\"><summary>Which vehicles can I test?<\/summary><div class=\"h-a\"><p>vsNEW is compatible with over 93% of all electric and hybrid vehicles. You can see the models in the <a href=\"https:\/\/autodataexperts.de\/en\/manufacturers\/#vsnew\">manufacturer list<\/a>.<\/p><\/div><\/details><details class=\"h-q\"><summary>What should I consider before a battery test?<\/summary><div class=\"h-a\"><p>The vehicle should be in the correct operating state (vehicle switched on or ignition on). Make sure you have a stable internet connection and, for an OBD test, that the diagnostic device is connected correctly.<\/p><\/div><\/details><details class=\"h-q\"><summary>Why is my vehicle not recognised automatically?<\/summary><div class=\"h-a\"><p>The vehicle may not be clearly identifiable. Check the connection and, if necessary, select the matching vehicle model manually.<\/p><\/div><\/details><details class=\"h-q\"><summary>What can I do if the connection to the vehicle drops?<\/summary><div class=\"h-a\"><p>Check the connection between the diagnostic device, the vehicle and the app. Then restart the test. If the problem persists, please contact our support team.<\/p><\/div><\/details><details class=\"h-q\"><summary>Why does the test stop during data collection?<\/summary><div class=\"h-a\"><p>This can be caused by connection problems or delayed communication with the vehicle. Check the connection and try again (select the \u201cStartover\u201d option again).<\/p><\/div><\/details><details class=\"h-q\"><summary>What happens if I selected the wrong vehicle model?<\/summary><div class=\"h-a\"><p>Selecting the wrong model can lead to incorrect information in the certificate. Repeat the test with the correct vehicle model or contact our support team.<\/p><\/div><\/details><\/div><\/div><div class=\"h-col\"><div class=\"h-group\" style=\"--o:2\"><h3 class=\"h-gt\">OverTheAir<\/h3><details class=\"h-q\"><summary>Where do I find the VIN?<\/summary><div class=\"h-a\"><p>The VIN (vehicle identification number) is shown in the vehicle registration document and on the vehicle itself, for example at the bottom of the windscreen.<\/p><\/div><\/details><details class=\"h-q\"><summary>Which vehicles are supported?<\/summary><div class=\"h-a\"><p>Electric vehicles only, selected models, built 08\/24 or later. You can see which manufacturers these are in the <a href=\"https:\/\/autodataexperts.de\/en\/manufacturers\/\">list of supported manufacturers<\/a>.<\/p><\/div><\/details><details class=\"h-q\"><summary>What happens if the manufacturer does not provide any data?<\/summary><div class=\"h-a\"><p>Then you pay nothing and the query remains free of charge. This also applies if the manufacturer only provides values older than six months. The report is marked as free of charge in your history.<\/p><\/div><\/details><details class=\"h-q\"><summary>Why can I not start an OTA test?<\/summary><div class=\"h-a\"><p>Not all vehicles support OTA tests. A missing vehicle authorisation or connection problems can also prevent the test.<\/p><\/div><\/details><\/div><div class=\"h-group\" style=\"--o:4\"><h3 class=\"h-gt\">Billing &amp; data protection<\/h3><details class=\"h-q\"><summary>How does billing work?<\/summary><div class=\"h-a\"><p>You are only charged per successful test or report (pay-per-use). There is no basic fee and no subscription. The vsNEW dongle is a one-time purchase.<\/p><\/div><\/details><details class=\"h-q\"><summary>Is the offer also available to private customers?<\/summary><div class=\"h-a\"><p>No, our offer is aimed exclusively at business customers (B2B).<\/p><\/div><\/details><details class=\"h-q\"><summary>Is my data secure?<\/summary><div class=\"h-a\"><p>Yes. Our services are GDPR-compliant and meet the highest data protection standards. Find out more in our <a href=\"https:\/\/autodataexperts.de\/datenschutz\/\">privacy policy<\/a>.<\/p><\/div><\/details><\/div><div class=\"h-group\" style=\"--o:5\"><h3 class=\"h-gt\">Certificates &amp; battery values<\/h3><details class=\"h-q\"><summary>What is the difference between an OTA and an OBD test?<\/summary><div class=\"h-a\"><p>In an OBD test, the vehicle data is read out via a diagnostic device. An OTA test is carried out wirelessly via a digital connection to the vehicle, without connecting an additional diagnostic device.<\/p><\/div><\/details><details class=\"h-q\"><summary>Why was no certificate created after the test?<\/summary><div class=\"h-a\"><p>It may not have been possible to record or process all the required vehicle data. Contact our support team so that we can check the test.<\/p><\/div><\/details><details class=\"h-q\"><summary>What can I do if information in the certificate is incorrect?<\/summary><div class=\"h-a\"><p>Contact our support team with the vehicle identification number (VIN) and the email address used. We will check the information and correct it if necessary.<\/p><\/div><\/details><details class=\"h-q\"><summary>Why does the range differ from the manufacturer\u2019s figures?<\/summary><div class=\"h-a\"><p>The stated range is based on the reference data stored for the respective vehicle. Differences can arise, for example, from different battery variants or vehicle equipment.<\/p><\/div><\/details><details class=\"h-q\"><summary>What is the difference between SoH and SoC?<\/summary><div class=\"h-a\"><p>The state of health (SoH) describes the condition of the battery. The state of charge (SoC), on the other hand, shows the battery\u2019s current charge level.<\/p><\/div><\/details><details class=\"h-q\"><summary>Why does another provider show a different SoH value?<\/summary><div class=\"h-a\"><p>vsNEW uses the battery data provided by the vehicle manufacturer. Other providers may use different measurement and calculation methods, which can lead to differences.<\/p><\/div><\/details><details class=\"h-q\"><summary>Why are certain battery values not displayed?<\/summary><div class=\"h-a\"><p>The available battery data depends on the respective vehicle manufacturer and model. If certain values are not displayed, this may be because they are not provided by the vehicle or are not yet stored in our database. In this case, feel free to contact our Experts team. We will check the missing values and try to add them to our database where possible.<\/p><\/div><\/details><\/div><\/div><\/div>\r\n  <\/section>\r\n<\/main>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>We are here to help How can we help? You will find answers to the most frequently asked questions below. If that does not solve your issue, send us a support request. Quick answers Many questions can be resolved without waiting. Go to FAQ Not a support request? For questions about our products or to [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-1067","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/autodataexperts.de\/en\/wp-json\/wp\/v2\/pages\/1067","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/autodataexperts.de\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/autodataexperts.de\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/autodataexperts.de\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/autodataexperts.de\/en\/wp-json\/wp\/v2\/comments?post=1067"}],"version-history":[{"count":10,"href":"https:\/\/autodataexperts.de\/en\/wp-json\/wp\/v2\/pages\/1067\/revisions"}],"predecessor-version":[{"id":1566,"href":"https:\/\/autodataexperts.de\/en\/wp-json\/wp\/v2\/pages\/1067\/revisions\/1566"}],"wp:attachment":[{"href":"https:\/\/autodataexperts.de\/en\/wp-json\/wp\/v2\/media?parent=1067"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}