UK-POLOS.NET - THE VW Polo Forum

Hi all,

Just bought a 24 polo 1.0, and looks like the previous owner did not reset their account, I am only allowed as guest and all options are greyed out and no available, I tried setting up new primary user to no avail, tried hard reset still nothing, I tried modifying/deleting this user still no joy.

Any ideas at all? can I use obdeleven to reset it?

Thanks for all inputs

HI sofnet2000

Will a VW service agent not be able to reset it all for you? How do they do it with all the 2nd hand cars they sell since they dont always meet the owners of those vehicles?

OomStu_ZA wrote: Tue Jan 13, 2026 9:27 pm HI sofnet2000

Will a VW service agent not be able to reset it all for you? How do they do it with all the 2nd hand cars they sell since they dont always meet the owners of those vehicles?

Agree - this must be a fairly common thing. I dare say if @sofnet2000 can provide proof to any VW dealer that they’re the legal owner / registered keeper of the car - e.g. photo ID (driving licence or passport) and V5 vehicle registration document - they should be able / willing to delete previous user details.

Assuming the car was purchased from a VW dealer, it’d be best to take the car back to that dealer to do the reset free of charge. If you bought it very recently, you might not need to provide proof of ownership as hopefully the person / people you were dealing with at the dealership will remember you.

unfortunately I did not buy it from main dealer, is this the only option?

Maybe try this if you’ve not already done so;

SRGTD wrote: Fri Jan 16, 2026 11:16 am Maybe try this if you’ve not already done so;

IMG_0762.jpeg

already done the steps to no avail

sofnet2000 wrote: Sat Jan 17, 2026 7:57 pm

SRGTD wrote: Fri Jan 16, 2026 11:16 am Maybe try this if you’ve not already done so;

IMG_0762.jpeg

already done the steps to no avail

Assuming you bought your car from a non-VW dealer and not privately, you could see if the selling dealer will cover the cost of a VW dealer deleting the previous owner’s profile details, bearing in mind you’ve only just bought it. It could be argued the selling dealer should have checked / deleted those details as part of preparing the car prior to you taking delivery.

Failing that, unless any other forum members have had this issue and can post up a solution, then you’ll probably need to either contact VW Support (VWCS) or a VW dealer to get it sorted.

I bought privately and contacted the lady who removed the car from her app, and I done reset to no avail, now even the connection seems to have gone and the globe now is greyed out, does it mean the the esim now is blocked or what?

I see the post above this one in the forum listing:
viewtopic.php?t=78256
Perhaps this can point you in a direction.

OomStu_ZA wrote: Mon Jan 19, 2026 6:41 am I see the post above this one in the forum listing:
viewtopic.php?t=78256
Perhaps this can point you in a direction.

seen that, unfortunately it did not help and I haven't got vcds

sofnet2000 wrote: Tue Jan 20, 2026 8:11 pm

OomStu_ZA wrote: Mon Jan 19, 2026 6:41 am I see the post above this one in the forum listing:
viewtopic.php?t=78256
Perhaps this can point you in a direction.

seen that, unfortunately it did not help and I haven't got vcds

Maybe try an OBD11 forum and ask there. If no one can help, then looks like you’ll need to try VW or one of the companies that carry out OEM retro-fitting and adaptations on VW vehicles; try an internet search on ‘VW retrofits’ or similar search to find a company in your area that does this type of work, or if you’re prepared to travel, one with plenty of good / positive reviews.

Once your issue’s been sorted, please post up details of the fix for the benefit of other forum members in case any one else ever has the same issue.

Good luck!

Hi, did you do a factory reset in the settings and use the app to set up as primary user?

Tommus71 wrote: Thu Jan 29, 2026 9:20 pm Hi, did you do a factory reset in the settings and use the app to set up as primary user?

yes I did